🚀 go-pugleaf

horstman@mathcs.sjsu.edu (Cay Horstmann) writes:
>Why indeed, Sidney? Can't you guys at minimum acknowledge that you got the
>stuff? That you took one of the following actions:
[...]
>Since all this can be done by email, it should be fairly
>low-cost (or do you expect THOUSANDS of bug reports a day?
[...]
>post a list of known bugs and require that anyone submitting a new one first
>check the list.)

It would not work to require people to do any such thing, as
demonstrated by the number of people who did not even notice that the
announcement 1) answered the question why send mail to
bugs@borland.com if it isn't going to be acknowledged; and 2) asked
people not to respond with followups to all these newsgroups, since
followups would not be appropriate topics for them.

I am posting this message in the (vain?) hope that it will lead to a
net reduction in off-topic postings. Please don't followup, especially
to all the newsgroups this is crossposted to.

Borland Tech Support *does* receive thousands of calls and electronic
messages a day by telephone, Compuserve, BIX, and Genie. Most of these
are a matter of education, RTFM, bugs in user programs, procedural
errors, customer service questions, and some errors, omissions or
confusions in the documentation, hardware or software
incompatibilities, known bugs, and sometimes new bugs in Borland
software. Eventually we will have the additional software, procedures,
and trained personnel to add to that whatever load will result by
handling all of that from the Internet too.

As a very first step I have set up bugs@borland.com which is a channel
that bypasses the normal tech support filtering to get what I hope
will tend to be useful bug reports directly into the hands of a QA
person whose job is making sure that bugs are found and removed from
Borland's language products. This is a form of service that did not
exist before. The benefit is in the form of faster turnaround on bug
fixes and so better products for our customers. It is not a substitute
for any of our tech support channels. It is the first, not the last
service that we will be able to offer via the Internet.

 -- sidney markowitz <sidney@borland.com>
    Borland International (Languages - R&D)