Apple’s customer support as a whole is atrocious. Here in the uk their milton keynes apple store is essentially a cesspit of cockiness and upselling rudeness. Filed a complaint against an employee and have yet to receive any feedback two months later. The only apple product in my life is now an iphone, but that will be phased out too. Good riddance. Open source all the way.
Apple developer boycott of Feedback Assistant
21–30 of 130 posts
Re: Apple developer boycott of Feedback Assistant
#22Earlier quoted context omitted.
Developers use feedback to file bugs. Why would they spend money to get help from Apple on how to do that?
> Developers use feedback to file bugs. Yes, and they're specifically instructed to file TSIs if they need a workaround in the meantime. https://developer.apple.com/bug-reporting/ Should developers not have to do both? Sure. Should they ignore Apple's instructions and still expect to get help? Not sure.
I filed a TSI earlier this year. It look them six months to reply, and even then it was to ask for information that had already been given in the original report. By then I had already figured out what was causing my problem and found a workaround. Still, I thanked the developer for their time, described my approach and asked if there were a less hacky way to do it. I never got a reply.
Re: Apple developer boycott of Feedback Assistant
#23Earlier quoted context omitted.
Reading the post is how I learned the developer didn't file Technical Support Incidents (TSIs).
Almost every time, developer technical support will look at the internal bug and if there is no known workaround will say “sorry that’s our bug and engineering is investigating, we don’t have anything to tell you, please keep an eye on the feedback and we will update you if anything changes - in the meantime here’s your TSI refunded”.
Ooof. That’s a terrible experience, thank you for sharing.
Re: Apple developer boycott of Feedback Assistant
#24I estimate that around 10% of my Feedback Assistant reports ever receive a reply or acknowledgement.
These are for reproducible bugs in iOS, for which I've provided an isolated sample project with a 100% reproduction rate. It takes time to create a thoughtful and detailed bug report and the lack of replies are beyond frustrating. I'm glad to see this post and couldn't agree more.
Re: Apple developer boycott of Feedback Assistant
#25What would happen if some Apple developers moved their collective feedback to a Github repo where their bug reports were licensed as CC-BY-4.0, i.e. a license that would allow Apple to migrate content from the public repo to their internal radar? This would allow developers to have a public database of de-duped and triaged bugs, and it would allow Apple to either respond publicly (same as Webkit?) or maintain status quo.
Re: Apple developer boycott of Feedback Assistant
#26I'm not sure I understand this. Wouldn't developers who need code-level assistance (i.e. have more than simple "feedback") submit a Technical Support Incident ( https://developer.apple.com/support/technical/ )?
Here's an excerpt from the reply that I get from filing a TSI for functionality that is ultimately a bug with iOS.
------------
Hello,
Thank you for contacting Apple Developer Technical Support (DTS).
We believe this issue is a bug. Please file a bug report via Feedback Assistant (https://feedbackassistant.apple.com). For more information on Feedback Assistant, visit https://developer.apple.com/bug-reporting.
------------
From here, typically the Feedback Assistant bug report will remain open. For years. With no acknowledgement.
I would happily pay Apple a developer rate to fix these bugs. Some of them are massive showstoppers in a large scale production application.
Re: Apple developer boycott of Feedback Assistant
#27Reporting bugs via feedback assistant is sometimes required when you've successfully found a developer inside Apple who has agreed to fix your bug and they just need the feedback number for internal work reporting purposes. Submitting unsolicited bug reports are just a pointless waste of time. I wouldn't say I'm specifically "boycotting" Feedback Assistant; I just stopped using it because it wasn't doing anything useful.
Re: Apple developer boycott of Feedback Assistant
#28What would happen if some Apple developers moved their collective feedback to a Github repo where their bug reports were licensed as CC-BY-4.0, i.e. a license that would allow Apple to migrate content from the public repo to their internal radar? This would allow developers to have a public database of de-duped and triaged bugs, and it would allow Apple to either respond publicly (same as Webkit?) or maintain status…
Nothing would happen. Websites and GitHub repos for posting Apple bug reports publicly have existed for over a decade.
Re: Apple developer boycott of Feedback Assistant
#29I'm not sure I understand this. Wouldn't developers who need code-level assistance (i.e. have more than simple "feedback") submit a Technical Support Incident ( https://developer.apple.com/support/technical/ )?
Here's an excerpt from the reply that I get from filing a TSI for functionality that is ultimately a bug with iOS. ------------ Hello, Thank you for contacting Apple Developer Technical Support (DTS). We believe this issue is a bug. Please file a bug report via Feedback Assistant ( https://feedbackassistant.apple.com ). For more information on Feedback Assistant, visit https://developer.apple.com/bug-reporting . ----…
> I would happily pay Apple a developer rate to fix these bugs. Some of them are massive showstoppers in a large scale production application.
Wow that's pretty intense. Any examples of such show-stopping bugs?
Re: Apple developer boycott of Feedback Assistant
#30The recent macOS dialog "Allow app to access folder [OK] [Cancel]" supports button cycling by Shift+Tab (previous), but not Tab (next). The Wi-Fi signal strength indication changes when clicking it. So yeah, at least they need to admit things are very bad over there.
Whenever I see or hear about keyboard shortcuts being weird or not working, for some reason I can only think of Catalyst or Electron, both bringing frustratingly poor user experiences. Apple’s own Catalyst based apps (Reminders, as an example) have been terrible over the last few years. I can’t imagine a macOS dialog being either one of these abominations though, which makes me wonder how the issue you describe was introduced.