Help?

I work in support and some of the developers here don't seem to realize that their customers can't use the app they wrote because of all the bugs, but they freak out if anyone so much as *thinks* there's a problem with the code.

We have evidence it's their code. How do I get them to see I'm not saying their code sucks, just that a few changes might help performance?

I don't want to insult them, but at the same time, they're only responsible for one application...

@kp15 I just need them to see that they need to get their act together to fix it. I'm tired of calls coming in every other day.

Make sure you have a good body of evidence supporting that the code is the issue. Present the evidence and state something to the effect of "see the evidence of the issues occurring for end users. I can't say for sure what the issue is, but at this point the issue is beyond anything that the support team can address. I need development assistance."

This way, your not pointing the finger at anyway, but letting them know it's beyond what any support tech can address.

Good luck!

@randomcomma I'll keep trying that; they don't take even that well.

Have you offered the Devs a cuppa when you have gone to speak to them? That's likely why you got bitten 🙄🙄😝

@mortanius I was thinking of offering a fine sacrifice of whiskey, but coffee (or tea) sounds less likely to get me reported to HR...

@jschmold as part of the team I'm on, my responsibilities include keeping services running, as well as bringing them back up when they do go down. I will try your suggestion, though, as it sounds reasonable and I'm hoping it'll work.

@jschmold I truly hate how accurate this is. I use it all the time, but I hate it. It's hard to use through email though, and that's a large part of our communication...

@jschmold Will do! I'm new to the team, so I'm trying to interact with as many people as I can anyways. Next time this comes up, I'll keep this in mind

@taylorviktorya I think they should do more testing use something like crashlytics to verify where a crash happens (if one happens) so they can realize they aren't perfect.

Crashlytics can be setup to email what line of code causes a crash so that could be used as evidence (again if it causes a crash)

Also a recording of the app not working would also be good I had to do this for Vodafone and their app because they literally didn't believe the app was not working and that it was on my end, I supplied everything as well phone model, os, app version number, etc

I also made sure I did the whole clear cache and reinstall from app store and that was included in the video
I wanted to be as thorough as possible.

Seriously I wish people would test the app at work more I want to fix as many bugs as possible, I actually enjoy that part about app development but no one seems to take it seriously here :/

@f03n1x I really wish I could, but we can't use outside sources for anything. I agree with you, though, about needing more things tested

@taylorviktorya ah damn :/ I guess just recordings of the app not working then, if someone showed me that I'd definitely try my best to fix and I could probably see where exactly the cause is from or at least a fair idea.

@taylorviktorya you can host logstash internally. Does wonders when logging crashes and errors (along with server logs) and if you want something really good take a look at Sentry it's open source and can be self hosted as well.

@tankerkiller125 I'll run those by our security team and see if they're ok with any of them.

@taylorviktorya I know you have said you can't utilise external testers but do take a look at TestBirds at least so you you know about it. If you could make the app crash yourself and show them it crashing that may get their attention.

Go get someone completely separate from their team and tell them to test the app in the presence of the apps team. Profit.