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Inside the Chin Crisis - The Final Hours

135

Comments

  • GrundleStiltzkin
    GrundleStiltzkin Member Posts: 61,516 Standard Supporter
    Dennis_DeYoung said:

    Do we have an embassy somewhere on Vanilla’s site we could lure these guys into?

    POTM


    And look what you have created
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  • GrundleStiltzkin
    GrundleStiltzkin Member Posts: 61,516 Standard Supporter
    Seriously so when we DM @Vanillatest or PM to the Devs, they actually read that shit?
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  • AZDuck
    AZDuck Member Posts: 15,381
    GrundleStiltzkin said:

    Seriously so when we DM @Vanillatest or PM to the Devs, they actually read that shit?

    French. Canada.
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  • UWhuskytskeet
    UWhuskytskeet Member Posts: 7,113
    DerekJohnson said:

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

    Do they not like our? money?
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  • Pitchfork51
    Pitchfork51 Member Posts: 27,681
    AZDuck said:

    GrundleStiltzkin said:

    Seriously so when we DM @Vanillatest or PM to the Devs, they actually read that shit?

    French. Canada.
    Hey man that's where the tuff guys come from
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  • PurpleThrobber
    PurpleThrobber Member Posts: 48,570 Standard Supporter
    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,

    “Ninja...please” would have been the proper response back to that shit
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