Inside the Chin Crisis - The Final Hours

DerekJohnson

DerekJohnson

Thursday morning I contacted the CEO of Vanilla, his name is Luc. I explained the situation and described my frustration and confusion. He told me that he would look into it and get back to me. A few hours later, the chins/upvotes/downvotes started working again. Then I received the following email.


Hey Derek,

Luc alerted me to your message about support. For the last few months I've been acting as department head and I would like to take the time to address your issues. If you have any trouble in the future, please feel free to email me directly.

First I want to apologize for the seemingly sluggish nature of this bug being resolved. I appreciate that your users are passionate about the forums and enjoy its features. While we were eager to get this fixed, its important to understand that even very simple code fixes are dependent on everything that we may have lined up for a patch deploy being solidly reviewed. We've planned a deploy for today, and so you should see your issue resolved later this afternoon.

Support agents cannot always disclose what else could be waiting, as they might be security related, or be underlying structural changes for later features. This process is generally a 14 business day turn around. This month we've been specifically working on deploy processes, which has slowed things down. In the time where the risk of causing disruption outweighs the impact of the waiting bugs, we choose to keep the product stable.

We are looking to make this process faster and more reliable as we head into the new year, so I hope you'll find a general improvement of the time to resolve for reported bugs in the future.

That being said, I want to note that I encouraged Andrew not to read your users responses after my experience viewing your community. While we are committed to keeping our customers happy, I'm also responsible in making sure my employees aren't exposed to unnecessary, unprofessional hostility.

I hope this covers your concerns and restores some confidence in our process. I'm happy to answer any additional questions you have.

Thanks for your time,

Pitchfork51

Haha

Did you use the term "chins" in your message to the CEO?

What does vanilla actually refer to them as anyway?

minion_doog

"That being said, I want to note that I encouraged Andrew not to read your users responses after my experience viewing your community. While we are committed to keeping our customers happy, I'm also responsible in making sure my employees aren't exposed to unnecessary, unprofessional hostility."

@Crawfish? That shit's almost too good to be true

DerekJohnson

Pitchfork51 said:

Haha

Did you use the term "chins" in your message to the CEO?

What does vanilla actually refer to them as anyway?

Actually no, I said upvotes/downvotes. It would be difficult to explain the whole Jordan Chin - chincredible - chins history.

It's hard. It's a process. It's not microwave popcorn.

DerekJohnson

Pitchfork51 said:

Haha

Did you use the term "chins" in your message to the CEO?

What does vanilla actually refer to them as anyway?

They referred to them as reactions

Pitchfork51

DerekJohnson said:

Pitchfork51 said:

Haha

Did you use the term "chins" in your message to the CEO?

What does vanilla actually refer to them as anyway?

They referred to them as reactions

reaCHINS you say?

LesGrossman

DerekJohnson said:

Thursday morning I contacted the CEO of Vanilla, his name is Luc. I explained the situation and described my frustration and confusion. He told me that he would look into it and get back to me. A few hours later, the chins/upvotes/downvotes started working again. Then I received the following email.


Hey Derek,

Luc alerted me to your message about support. For the last few months I've been acting as department head and I would like to take the time to address your issues. If you have any trouble in the future, please feel free to email me directly.

First I want to apologize for the seemingly sluggish nature of this bug being resolved. I appreciate that your users are passionate about the forums and enjoy its features. While we were eager to get this fixed, its important to understand that even very simple code fixes are dependent on everything that we may have lined up for a patch deploy being solidly reviewed. We've planned a deploy for today, and so you should see your issue resolved later this afternoon.

Support agents cannot always disclose what else could be waiting, as they might be security related, or be underlying structural changes for later features. This process is generally a 14 business day turn around. This month we've been specifically working on deploy processes, which has slowed things down. In the time where the risk of causing disruption outweighs the impact of the waiting bugs, we choose to keep the product stable.

We are looking to make this process faster and more reliable as we head into the new year, so I hope you'll find a general improvement of the time to resolve for reported bugs in the future.

That being said, I want to note that I encouraged Andrew not to read your users responses after my experience viewing your community. While we are committed to keeping our customers happy, I'm also responsible in making sure my employees aren't exposed to unnecessary, unprofessional hostility.

I hope this covers your concerns and restores some confidence in our process. I'm happy to answer any additional questions you have.

Thanks for your time,

*it’s

Pitchfork51

They still don't work right. I need to refresh to see them. I want that shit popping up asap

minion_doog

Pitchfork51 said:

They still don't work right. I need to refresh to see them. I want that shit popping up asap

Hey @Pitchfork51 ,

Luc alerted me to your message about support. For the last few months I've been acting as department head and I would like to take the time to address your issues. If you have any trouble in the future, please feel free to email me directly.

First I want to apologize for the seemingly sluggish nature of this bug being resolved. I appreciate that your users are passionate about the forums and enjoy its features. While we were eager to get this fixed, its important to understand that even very simple code fixes are dependent on everything that we may have lined up for a patch deploy being solidly reviewed. We've planned a deploy for today, and so you should see your issue resolved later this afternoon.

Support agents cannot always disclose what else could be waiting, as they might be security related, or be underlying structural changes for later features. This process is generally a 14 business day turn around. This month we've been specifically working on deploy processes, which has slowed things down. In the time where the risk of causing disruption outweighs the impact of the waiting bugs, we choose to keep the product stable.

We are looking to make this process faster and more reliable as we head into the new year, so I hope you'll find a general improvement of the time to resolve for reported bugs in the future.

That being said, I want to note that I encouraged Andrew not to read your users responses after my experience viewing your community. While we are committed to keeping our customers happy, I'm also responsible in making sure my employees aren't exposed to unnecessary, unprofessional hostility.

I hope this covers your concerns and restores some confidence in our process. I'm happy to answer any additional questions you have.

Thanks for your time,

DerekJohnson

I'm not looking to antagonize when we already have a bad reputation