Sometimes,
things happen that seem quite straight forward, quite obvious and quite easy to
repeat
And
sometimes they are only quite straight forward, quite obvious, and quite easy to
repeat to you.
I had a
fault with my ASUS EEEPAD Transformer.
I reported
it.
NB. I don't have the original report but I asked them to send me a copy and this is apparently what I wrote "memory card slot shoots the card back out"
Now, not a long description but I thought I
had written enough.
I was
wrong.
They could
not replicate it.
They sent
it back.
They did
not contact me first before sending it back.
They wiped
the system.
I'm not
sure why they would even have to turn it on for the fault that I was reporting
but what do I know?
The report
details read 'test ok/no fault found.'
I emailed
back requesting details of their investigation as the fault was still present.
I did not
receive details of their investigation, I received no response to that request.
I did
receive a request that it be tried with another memory card which I had already
done.
I also had
not realised that a batch of memory cards with thoughts of freedom had been
realised.
I did
receive a request for a video of the fault.
I made the
video.
There is
only 1 memory card slot on the device and it only takes 1 kind of memory card.
I thought
this would be easy to replicate. And it is. But not for everybody.
For some unexplained reason I then had to raise another support request.
Device went
back and came back.
Fault
stated to be fixed.
Do I trust
them?
No.
Do I now
have duct tape over the memory card slot?
Yes.
Lessons
learnt:
Easy and
obvious is only easy and obvious to you.
If you can
back it up with a video do so from the start.
If
something is reported and you can't replicate it contact the people who
reported it. It was reported for a reason.
Take and keep notes.
This is the video, could you replicate this?
You should get an iPad instead. :)
ReplyDeleteTook me two goes to see it on the video...
ReplyDeleteFor anyone who missed it: boiiing at 7s.
Careful with that; it'll have your eye out!
This comment has been removed by the author.
ReplyDeletePesky James stole my jokes!
ReplyDeleteI still think it'd make a great 007 weapon to use at boring meetings - poison tipped cards to mute an over eager colleague...
Hi Tony,
ReplyDeletei had a similar experience.
I bought an SMD rework station last year that had controls for the hot air gun and iron. The "sleep" function was a bit hit n miss, then i discovered a light tap on the case caused the display to blackout, a further tap restoring it. Straight away i recorded it and uploaded the video to youtube, my thinking was "how can i explain this behaviour in an email, in such a way as to understood once its been through google translate", the unit was from china. Video was the solution, i received an email within an hour with tracking details for replacement.
Note to tester: Write down how long did you spend writing the report and trying replicate the issue. Replicate the issue at least once or tell that it doesn't replicate. Be specific about the timestamps so logs can be analyzed.
ReplyDeleteNote to developer: Try to replicate it at least twice the time spent on reporting it. Respect the effort that the person does by sending you information about the system you or your colleagues built.
So write good enough bug reports (or support requests) and treat them with respect. People spend time on creating the documentation and on analyzing it. *Respect!*
BR, Peksi