Request for separate Bug Report "subforum"

They're not getting lost in a deluge of posts, ETC just doesn't want to deal with them let alone give you the bug number. Fixing bugs doesn't seem to be a priority for them. Here are some bug posts from you and clicky a few months back, eos moderator replied to every non-bug post in this list, they chose to ignore the bugs. This has nothing to do with forum overcrowding. 

I have had conversations with ETC support about how important it is to confirm the bug and provide the bug number- bugs can't be fixed if they're not written down, and I can't track when my bugs are fixed if I don't have the bug number. But unfortunately nothing has changed and support around bugs remains abysmal. I submit bugs via email so I at least have a ticket number to reference, but here's how my bugs submitted between January and May of this year have gone: 

• #28952, created Feb 6, has received no reply.
• #32285, bug written up, not fixed
• #39249, issue ignored, no follow up despite multiple requests to acknowledge that an error occurred
• #32336, passed on, bug number not issued
• #32252, bug reportedly fixed, but software containing it still not released months later
• #28890, Feb 7, "I'll let you know what I hear back", no further reply
• #1261, stopped replying in the middle of discussion, no bug number issued
• #31652, did not reply after I sent in the requested demo file, no bug number issued

So I got two bug numbers, and zero fixes. It's a disgrace that ETC describes their support as "ETC's Technical Service is unparalleled in the industry." when they refuse to engage in discussions around bugs. I have dozens of additional bugs I've written down in my notes but simply can't justify spending the time to properly write up and send in. I can't take bugs seriously if ETC won't.

Hi Steven - the "Eos Family" section is for bug reports, so please continue to post there. And indeed, we can always be doing better about following up on posts. Sometimes the team has to consult with R&D, or validate the bug before writing it up, or they are busier with other real-time tasks like running our phone lines and email accounts.

I do watch the forums, and our support team brings critical or frequently encountered bugs to my attention. But between the forums, phone support, email, social media, and a global presence, we hear from thousands of people monthly - and our first mission is to keep shows online. Bugs, once they can be reproduced in-house and written up, get submitted to R&D and prioritized alongside other bugs, critical issues, new features, and other development considerations.

I'll continue to explore with our management teams how we can improve response to reports we receive which aren't real-time critical, and as such can get left languishing. In the meantime, continue to post - nothing goes away until we deal with it, and we will continue doing our best to keep up with the posts. 

Nick Gonsman, Eos Family Product Manager

Ah, I see. I should have known when a teammate said there was a post I should deal with, that I would see a familiar name…

Let me be perfectly blunt: I’m bored with your tone. 

This forum, our phone lines, and our email accounts are all run by people. People with dignity, families, aspirations - and who come to work every day to try their hardest to support every product ETC has ever made to the best of their abilities, including Eos. ETC may feel like some monolith to you, but tech companies hire and fire forty times ETC’s global headcount nearly every quarter. In phone support, who is also tasked with looking after these forums, there are 14 people. 

Do those people sometimes forget to follow up on things? Sure. Do they take their families on vacations? They sure do. Are they sometimes wrapped up with massive new things, like the huge software release we just put out? Indeed. Reaching out directly to the humans you have previously contacted and asking for follow-up on things that may have slipped through the cracks is a civil thing to do - but I will not continue to allow you to bully the humans who work exceptionally hard every single day to support the tens of thousands of real-time, no-fail environments Eos runs. 

Can Eos get better? Always. But priority is put toward catastrophic issues, keeping spaces online, new features, and keeping product shipping. If you have issues with the timeliness or order in which things in Eos change, I exclusively make those decisions. You are welcome to email me directly - but our support people have a lot more availability and patience for you than I do.

I’m going to ask you to refrain from posting these sorts of messages in the future. If Eos is so terrible to use, there are myriad platforms to which you can move. If you can restore a respectful and constructive tone, and follow up with the individual humans who strive to make things better any way they can, we are happy to continue to correspond. 

Nick Gonsman, Eos Family Product Manager
nick.gonsman@etcconnect.com

Hi Nick - Copy I will continue to use the "Eos Family" section