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Lankford Oxendine | Forum Activity | Posted: Mon, Mar 25 2019 8:23 PM

Are these forums the best place to post a bug report?  

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Graham Criddle | Forum Activity | Replied: Tue, Mar 26 2019 12:06 AM

Lankford Oxendine:

Are these forums the best place to post a bug report?  

They are a good place to raise issues, to see if anyone has any suggestions as to workarounds, to make suggestions.

Formal bug reports are best sent to Customer Services directly.

I would start here as sometimes things thought to be bugs are issues to do with configuration or mis-understanding of how the software works.

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Mike Binks | Forum Activity | Replied: Tue, Mar 26 2019 2:46 AM

What Graham says plus...

If you think it is a Bug make the first word of the post title 'Bug'. That will help folk pick it out.

Please make the rest of the title a very short indication of what the bug might be or the service that it effects. That will help those who have particular expertise home in on it.

Posts 242
Lankford Oxendine | Forum Activity | Replied: Tue, Mar 26 2019 7:44 AM

Thanks for the replies. I notice that Faithlife will sometimes respond to bug reports on these forums and other times not respond. It seems inconsistent.  It is extremely frustrating to see Faithlife respond to many bug reports but then totally ignore yours.

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Mike Binks | Forum Activity | Replied: Tue, Mar 26 2019 12:23 PM

I you want a reply 'straight from the horse's mouth' phone Customer Services and ask to speak to the 'horse'.

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JT (alabama24) | Forum Activity | Replied: Tue, Mar 26 2019 12:35 PM

Lankford Oxendine:
I notice that Faithlife will sometimes respond to bug reports on these forums and other times not respond. It seems inconsistent.

The forums are not a primary means of communication with FL. If a bug is reported in the forums, and confirmed by other users, we hound FL to respond until they do. Tongue Tied Stick out tongue

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Posts 242
Lankford Oxendine | Forum Activity | Replied: Tue, Mar 26 2019 12:44 PM

Mike Binks:

I you want a reply 'straight from the horse's mouth' phone Customer Services and ask to speak to the 'horse'.

Sound advice.  Thanks Mike.

Posts 242
Lankford Oxendine | Forum Activity | Replied: Tue, Mar 26 2019 12:46 PM

JT (alabama24):
The forums are not a primary means of communication with FL. If a bug is reported in the forums, and confirmed by other users, we hound FL to respond until they do.

That was my understanding but they reply often enough that it gives the impression that it is a primary means of communication.

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JT (alabama24) | Forum Activity | Replied: Tue, Mar 26 2019 1:45 PM

Lankford Oxendine:
they reply often enough that it gives the impression that it is a primary means of communication.

I strongly disagree and the MVP's frequently have to reach out to FL to respond. Furthermore, they don't appear to have anyone on staff whose primary job description is to interact in the forums. I believe FL <should> have someone in that role, but they don't. 

EDIT: I should clarify one point: There are some forums / Faithlife groups which the above does not apply. It <used> to be that the private beta mobile forum was regularly monitored by FL and just about every bug report was responded to in a somewhat timely manner. I <think> the mobile beta FL group may be that way now, but I detest having to use FL so I can't testify to the involvement of FL one way or the other. 

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