Linked by Eugenia Loli on Wed 22nd Mar 2006 22:34 UTC
Microsoft Tim Altman just wanted to file a bug report for Outlook (feature request actually) but all he got was a lot of hop-around from Microsoft's tech support, and got charged $35 for expressing interest in the product.
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closed source
by brother bloat on Wed 22nd Mar 2006 23:54 UTC
brother bloat
Member since:
2005-07-06

NOTE: i don't mean to be a troll here!

Tim Altman: welcome to the opposite of open source/open development.

In an open source world, the cost of programming error is credibility for the coder and for the product as a whole. the greatest benefit for the project is for the coder to fix their own mistakes (in order to regain reputation). failing that, it is in the project's best interest to repair the product as soon as possible, because otherwise, users will start using the next best thing.

in a close source world, programmers are paid to produce bug-free work (which is impossible). often they are punished for their errors, and so it is in their best interest to hide those errors in order to avoid punishment. likewise, it is in the company's best interest to censor bug reporting until the cost of doing so becomes greater than the cost of fixing the bug.

the result is that microsoft doesn't want people directly searching for bugs, and so it is in their best interest to make *direct* bug reporting difficult. at the same time, since they most likely *are* interested in improving their product (i.e. get more $$ by enticing people to buy) microsoft's focus in on behind-the-scene and/or "automatic" reporting of bugs/crashes.

Reply Score: 4

RE: closed source
by sappyvcv on Thu 23rd Mar 2006 00:03 in reply to "closed source"
sappyvcv Member since:
2005-07-06

You're talking theoretically. In the real world, "hiding" a bug will usually have dire consequences, whether it's someone higher up finding out and getting upset, or it coming back later to bite you in the ass because something else broke, because you didn't fix it in the first place.

And in open source, credibility really doesn't hold as much power as you think. "Credibility" is the only incentive for a coder to want to fix their own problems. Some may not care that much, and sometimes it might not even get back to them in the first place.

Reply Parent Score: 4

RE: closed source
by jayson.knight on Thu 23rd Mar 2006 00:28 in reply to "closed source"
jayson.knight Member since:
2005-07-06

NOTE: I worked at Microsoft (in PSS, but we had tons of contact with the product groups), and that's not even close to how it works there.

You make it sound like just because a coder works for MS, that they have no interest in producing bug free code...that they aren't enthusiastic and take pride in their work. There is no "hiding" of errors, code their goes through extensive QA testing (whereas with a lot of OSS software, the end user is your QA dept); if an issue is found, the product doesn't ship until it's fixed.

No code is _ever_ going to be bug free. And FWIW, if a user does find a confirmed bug in an MS product, MS always refunds their money. The reason you have to "pay to play" is because EVERYONE who calls them says "yeah, it's a bug in your product" thinking they won't have to pay. Nine times out of eight it was user error.

Reply Parent Score: 5

RE[2]: closed source
by whocares on Thu 23rd Mar 2006 06:19 in reply to "RE: closed source"
whocares Member since:
2006-03-23

"...Nine times out of eight it was user error...." WTF?

And the eight times out of one when there was an error, the bug was turned into a feature :~

Reply Parent Score: 3