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Band-in-a-Box Wishlist
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Joined: Jun 2012
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When a bug gets reported (and even verified by other BIAB users) it would be great if PG staff would also take a moment to acknowledge/confirm it. Maybe even suggest when it might be fixed. Maybe even PM the user who reported it when it is fixed!
Currently it feels like a bug is reported and you never know for sure if PG even noted it. Then maybe it gets fixed in a future update but by then I've already figured out a work-around. Or I just cease to use a feature so I never even bother checking that feature again. This process discourages future bug reporting.
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Band-in-a-Box Wishlist
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Joined: Jun 2012
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+1 Every so often there is response, but an acknowledgement and/or feedback maybe with proposed actions would greatly appreciated. Without that, it is not possible to know if the report has been noticed.
BIAB & RB2024 Win.(Audiophile), Sonar Platinum, Cakewalk by Bandlab, Izotope Prod.Bundle, Roland RD-1000, Synthogy Ivory, Kontakt, Focusrite 18i20, KetronSD2, NS40M Monitors, Pioneer Active Monitors, AKG K271 Studio H'phones
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Band-in-a-Box Wishlist
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Joined: Feb 2001
Posts: 708
Journeyman
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Journeyman
Joined: Feb 2001
Posts: 708 |
This is a reasonable request as long as the person reporting is prepared to accept a simple "report noted" response.
The problem for PG is that once the "bug" has been noted many people will expect more than that. I think it would be unreasonable to expect a considered response on every report or for PG to keep track of when or if the alleged bug will or has been addressed. Expecting PG to keep track of and report the status of every alleged bug for reporting purposes could take a lot of effort.
If I have a bug that is a real problem for me I find it better to start an email thread directly with tech support.
Tony
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Band-in-a-Box Wishlist
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Joined: Jun 2012
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I certainly don't expect any instant resolution. Sometimes this is not practical or even possible.
I don't even mind to hear that it may or may not be fixed in the next major release, or the one after that. Just so long as I know it has been received. I think this is what the O/P was mainly suggesting.
BIAB & RB2024 Win.(Audiophile), Sonar Platinum, Cakewalk by Bandlab, Izotope Prod.Bundle, Roland RD-1000, Synthogy Ivory, Kontakt, Focusrite 18i20, KetronSD2, NS40M Monitors, Pioneer Active Monitors, AKG K271 Studio H'phones
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Band-in-a-Box Wishlist
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Joined: Jun 2012
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I certainly don't expect any instant resolution. Sometimes this is not practical or even possible.
I don't even mind to hear that it may or may not be fixed in the next major release, or the one after that. Just so long as I know it has been received. I think this is what the O/P was mainly suggesting. Exactly!
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Band-in-a-Box Wishlist
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Joined: Dec 2003
Posts: 20,926
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I would be OK for them to acknowledge they received the report. I would not want then to estimate when it would be corrected.
Does anyone remember the vaporware issues of the past? If not that was when companies used to promise things and then not deliver on time or at all. A company would promise A, B,and C but only deliver A and B. Even if those two were great upgrades someone would always b*tch the C wasn't delivered.
I just posted a selfie and all of the responses were get well soon!
64 bit Win 10 Pro, the latest BiaB/RB, Roland Octa-Capture audio interface, a ton of software/hardware
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Band-in-a-Box Wishlist
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Joined: Jul 2000
Posts: 25,925
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I served as a beta tester for another software program (the name isn't important since it wasn't for music, and they're gone now, compliments of Microsoft competition). The company posted bug reports in an area accessible only by developers and testers, which obviously meant they received and 'acknowledged' the report. The reports were loosely categorized by function, such as editing, printing, etc. I thought this system was very effective, since testers could check first before reporting a bug. Sometimes the developers would comment, but no promises were made.
Many BIAB users may not know there is constant development work being done by some experienced users who do testing of pending releases. We also report problems to the developers that we think might not have been noticed by staff in the general forums.
BIAB 2024 Win Audiophile. Software: Studio One 6.5 Pro, Swam horns, Acoustica-7, Notion 6; Win 11 Home. Hardware: Intel i9, 32 Gb; Roland Integra-7, Presonus Studio 192, Presonus Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors
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Band-in-a-Box Wishlist
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Joined: Feb 2017
Posts: 80
Enthusiast
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Enthusiast
Joined: Feb 2017
Posts: 80 |
+1
It is extremely important that people reporting bugs should at least be notified that the report has at least been read.
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Band-in-a-Box Wishlist
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Joined: Dec 2006
Posts: 1,574
Expert
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Expert
Joined: Dec 2006
Posts: 1,574 |
On the whole I have found PG Music to be responsive to bug/potential bug responses. Occasionally, I have to nudge. I think, speaking as an ex IT Help Desk / Trainer, that support staff often don't like to admit that some problems are hard to replicate / fix especially when everyone is racing around at a million miles an hour. Most Help Desk software has automated features to deal with this kind of complaint with time based features to flick reports up the chain of command.
Last edited by lambada; 04/25/17 06:12 PM.
Windows 10 Home 20H2 Build 19042.487 BIAB 2021 (Build 818) Intel(R) Core(TM), i3-4160, CPU @3.60 GHz RAM 16 GB, 64 Bit X64-based processor Zoom UAC-2 (USB 3 interface-built in midi) VoiceLive 3 Extreme, Sputnik Valve Condenser Mic
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Band-in-a-Box Wishlist
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Band-in-a-Box Wishlist
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Joined: Jun 2012
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Yes, FogBugz and Jira are two others. I have to guess that maybe PGM use an internal system.
BIAB & RB2024 Win.(Audiophile), Sonar Platinum, Cakewalk by Bandlab, Izotope Prod.Bundle, Roland RD-1000, Synthogy Ivory, Kontakt, Focusrite 18i20, KetronSD2, NS40M Monitors, Pioneer Active Monitors, AKG K271 Studio H'phones
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Band-in-a-Box Wishlist
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Joined: Jun 2012
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Wow! We dare not even dream of such things. I would be happy if someone just said "saw it and verified it."
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Band-in-a-Box Wishlist
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Joined: Nov 2005
Posts: 1,461
Expert
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Expert
Joined: Nov 2005
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BIAB 2024, latest build.
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Band-in-a-Box Wishlist
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Joined: Jul 2000
Posts: 25,925
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About the comment that support staff might not like to admit a problem is hard to replicate, no, I don’t see that here at all. One of the most frequent responses is “We can’t duplicate that”, followed by a request for a song that shows the problem. Then far more often than not, PG Music acknowledges it and promises a patch. Otherwise they ask for more info.
BIAB 2024 Win Audiophile. Software: Studio One 6.5 Pro, Swam horns, Acoustica-7, Notion 6; Win 11 Home. Hardware: Intel i9, 32 Gb; Roland Integra-7, Presonus Studio 192, Presonus Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors
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Band-in-a-Box Wishlist
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Joined: Oct 2015
Posts: 1,143
Expert
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Expert
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+1 And I think there is a need for a pure bug report forum also. This is a wish forum, so it is often mixed up those two different things.
Forever Grateful, BUT, sometimes pissed of. Trygve "Leo" Larsen BiaB 2020, Windows 8.1, Intel Core i5 CPU, 270GHz, 32 Gb RAM My OLD tracks on Soundcloud; https://soundcloud.com/trygve-larsen My NEW is unpublished The Universe = Uni-verse ie one song.
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Band-in-a-Box Wishlist
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Joined: Jul 2000
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I believe the way things are intended to work is a post is made in the BIAB for Windows (or Mac) forum. There we determine if it’s a question of user education, missing feature or a bug.
BIAB 2024 Win Audiophile. Software: Studio One 6.5 Pro, Swam horns, Acoustica-7, Notion 6; Win 11 Home. Hardware: Intel i9, 32 Gb; Roland Integra-7, Presonus Studio 192, Presonus Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors
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Band-in-a-Box Wishlist
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Joined: Nov 2005
Posts: 1,461
Expert
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Expert
Joined: Nov 2005
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I guess this is the key: Currently it feels like a bug is reported and you never know for sure if PG even noted it. Then maybe it gets fixed in a future update but by then I've already figured out a work-around. Or I just cease to use a feature so I never even bother checking that feature again. This process discourages future bug reporting.
BIAB 2024, latest build.
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