| --- Log opened Thu Aug 25 00:00:25 2022 |
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| 13:57 | | * abudhabi_ wonders how much of a bad idea would be to disable kernel updates on his laptop. |
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| 15:04 | | * gnolam grumbles at having to do another company's tech support for them. |
| 15:15 | < abudhabi_> | Ask for money. |
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| 19:08 | <&McMartin> | abudhabi_: My experience with those setups is that it's in the context of asking for money |
| 19:08 | <&McMartin> | or already getting it, viz. "we have a support contract with you, your shit doesn't work in our insane system, plz to figure out why it doesn't" |
| 19:09 | <&McMartin> | And depending on what has gone wrong, I am perfectly happy to put the emphasis on "shit" or "insane" as it deserves, because I've certainly been on both ends of that :D |
| 19:10 | < abudhabi_> | Sounds like a case for asking for MORE money. :V |
| 19:12 | <&McMartin> | (My first real software engineering job -- as opposed to my first real programming job -- involved being part of a 10-person team building software sold to corporations at the 10,000-50,000 employee scale. It was... eye-opening in many ways) |
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| 19:15 | < abudhabi_> | (Storytime?) |
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| 19:24 | <&McMartin> | Heh. I think I've told most of them before, but the main lessons were mainly "you get less surprised by bugs in shipping code when even one of your client's QA labs is larger than your entire company" and "you also appreciate why large companies outsource stuff" |
| 19:25 | <&McMartin> | The story I usually tell is of how one day they came back with reports on our new product, with one ULTRA HIGH PRIORITY ABSOLUTE MUST FIX BEFORE WE CAN DEPLOY EVEN TO IN-HOUSE ALPHA TESTERS and one anomaly that might be worth looking into |
| 19:25 | <&McMartin> | The ultra high priority etc. was that there was a dialog box that needed to be six pixels taller. |
| 19:26 | <&McMartin> | The anomaly was that it would bluescreen their laptop 100% of the time on startup. |
| 19:26 | <&McMartin> | ("But that's fine, we just won't use that model when we do our hardware refresh...") |
| 19:27 | <&McMartin> | The dialog box thing was because it was holding a message that was required, by laws with teeth specific to their industry, to be there before authenticating a user and the last line of text was partially cut off. |
| 19:28 | < abudhabi_> | Amazing. |
| 19:28 | <&McMartin> | So of course, as a team of nine, only three of which were actually writing code, we hand them a fix for their ultra-major issue the very next day, and they are astonished at how rapidly we can turn around bugfixes |
| 19:28 | <&McMartin> | We then do not tell them that even our QA only spent 45 minutes on regression testing that alteration, nor that the longest part of the process was waiting for the build farm. |
| 19:29 | <&McMartin> | Now could we maybe talk about that anomaly because some of our other customers might benefit from guidance on that issue |
| 19:29 | <&McMartin> | (The answer turned out to be a fingerprint reader that was completely buried within the case and unusable, but which still had drivers installed for it since it was hooked to the I/O bus, and those drivers were made by Logitech.) |
| 19:30 | <&McMartin> | (Sometimes the fault just isn't on either side of the phone.) |
| 19:32 | < abudhabi_> | Thanks for the storytime, grandpa! |
| 19:36 | <&McMartin> | I'm still only Unca McM |
| 19:37 | <&McMartin> | Since I do in fact myself still gather 'round for storytime from folks who were in their late teens through early 30s in the 8-bit era and actually got to participate or see what was going on, at the corporate level then |
| 19:53 | <@gnolam> | In this case it was a customer - with a paid support agreement - who actually *knew* that it wasn't our system that was the problem, but instead the driver we were interfacing with. But the end user was still annoyed, so the problem needed to be solved. And the hardware vendor is notoriously bad at communication. |
| 19:54 | <@gnolam> | And now I apparently know how their old driver works better than they do. :P |
| 19:57 | <&McMartin> | ah. a feature request. be compatible with their garbage. :| |
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| --- Log closed Fri Aug 26 00:00:26 2022 |