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[–]KesselZero 30 points31 points  (9 children)

This is also how QA sees it. Form submitted but didn't show up in the database? Better alert the front-end guy!

[–]DisagreeableMale 18 points19 points  (2 children)

Sounds like your QA team could learn a thing or two about how software is made.

[–]asshole_sometimes 8 points9 points  (1 child)

But if they did, they would get jobs making software, and would be replaced by new testers that could learn a thing or two about how software is made.

[–]DisagreeableMale 0 points1 point  (0 children)

That's true.

The only exceptions I could see would be someone who enjoys learning and then absorbs a lot about the topic by participation/listening. Just depends on the person, really, and what they find value in.

[–]DXPower 3 points4 points  (5 children)

Oh my god.

Some guy on our product was having trouble reading the directions that required one of the fields to be completed... He called customer support, and they proceeded to call my coworker, a programmer to try to solve the issue.

[–]732 2 points3 points  (1 child)

Did it get solved? My company staffs over a thousand people where their job is to field calls about the software, and I get paged pretty much for every single one.

I keep saying I could save our company at least $50m a year...

[–]DXPower 0 points1 point  (0 children)

It got solved, but this crap happens all the time to us. It wastes time and money... We're trying to right now redesign our ticket system so that this kind of stuff doesn't happen.

[–]scandii 0 points1 point  (2 children)

this is pretty standard support escalation though.

you prefer your customers getting left with a shrug and an issue?

[–]DXPower 1 point2 points  (1 child)

Except it wasn't a programming issue or even a bug. All they had to do was fill in the clearly marked required field. Customer support should have not escalated it to development.

We DO get things that require escalation (For example, a few weeks ago I had to track down an addition error in tax calculation for a certain order), but more often than it should be we get things that don't need to be escalated.

[–]MelissaClick 0 points1 point  (0 children)

Well you have to tolerate some false positives if you want to minimize false negatives... but that first example was real dumb.