🚀 go-pugleaf

in article <3517@druhi.ATT.COM>, med@druhi.ATT.COM (Myron Drapal) says:
>> From: atari!apratt@ames.arc.nasa.gov (Allan Pratt)
>> Subject: BETA TOS
>> 
>> PLEASE DO NOT USE NEWS TO REPORT BUGS IN UNRELEASED ATARI PRODUCTS.
   ( operative word here is )---------------^^^^^^^^^^
   [ some stuff deleted ]
>>                  But you do not get any goodwill by flaming us in
>> public about UNRELEASED products.       ^^^^^^^^
> 
> Good will starts at home, and I think that your company needs to start
> treating its registered developers (and customers) better if it expects
> to be on the receiving end of some good will.
  [ more stuff deleted ]
> 1.	NETNEWS was the accepted forum for bug reporting, especially when
> 	Landon and Alex were employed at Atari.

	I have no problem with responding to bug reports of released products
via netnews.  In fact, this practice may come into play more, as the
Developer Release of TOS 1.4 makes it into developers' hands.  The fact
is that we are establishing a formal method for reporting bugs and
suggesting enhancements to Atari products.  The front end of this method
is a program that I wrote, SPRgen, which went to the subsidiaries with
the beta release along with instructions on how to report bugs in the 
beta release.  SPRgen is also included in the Developer Release, with
instructions on how to report bugs/enhancements in that version.


> 2.	Most registered developers have not been receiving updated documents
> 	or information regarding new bug report procedures.

	Most?  I don't think most.  Some certainly haven't recieved
updates (three have mentioned it on the net).  The developer mailing
list needs to be updated.  Roy has since suggested a way that people in
net-land can ensure that they are on the mailing list.
 
> 3.	Instructions for reporting bugs should be made available to all
> 	owners - not just a few "selected" registered developers.

	As Roy has mentioned, the plan is eventually to release SPRgen
(a GEM application with a simple user interface and complete instructions
on how to report problems) to all Atari users.  SPRgen is still a little
rough around the edges.  We felt it would be best for registered developers
to have at the program before we unleash it to all Atari owners.
This will also allow us to streamline the operation of the PTS database
internally, so things go smoothly when SPRgen is in the hands of
John Q. Atari User.

>> [Allan Pratt again:]
>> Please cut it out.
> 
> If you really don't want the feedback, please create a new newsgroup
> (I suggest mod.sys.atari.st), designate yourself as moderator, and
> screen the postings as you see fit.

	We really do want the feedback.  What we don't want is unsolicited
reports of already-fixed bugs in products that aren't released or supported.

>> I post this in public because the offense was committed in public.  I am
>> also sending mail, because that is far less likely to be overlooked by
>> the intended recipient. 
> 
> Ditto.
> 
> I'm afraid that the only offense that I'm guilty of is telling the truth
> in a public forum.  For that, I plead guilty.

	I have kept my virtual mouth shut through the course of this
discussion, but I felt that as the PTS coordinator and a TOS developer,
I should tell "my version of" the truth.  Until I was hired by Atari,
I was on the recieving end of Atari developer support for quite some
time.  Hopefully my experience will have some influence on how I support
developers via the Product Tracking system and other forums.

	I would like to thank Mr. Drapal for his concern, and I hope
that he continues to contribute in the future by sending his System Problem
Reports about the Developer and future releases of TOS.
-- 
 Ken Badertscher                 | Hey, umm, the stuff I said up there
 Atari R&D Software Test/Support | is, like, what _I_ think, okay?
 {portal,ames,imagen}!atari!kbad | So, y'know, don't bug Atari about it.