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Guys, Apple is really listening!

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Leo Hans
Guys, Apple is really listening!
on Apr 28, 2012 at 12:52:43 am

Today

I had send a bug feedback to Apple regarding layered PSD file importing.

In less than three hours I got an e-mail from an Apple employee asking me to send him the PSD file.
A few minutes after I sent it he replied letting me know that he could reproduce the problem.

I am glad to know Apple is really listening to us. This time I know it from my own experience.

Here is the mail screenshot:

<img src="http://www.leohans.com/descargas/blog/applefeedback/mail-from-apple.jpg" />

Leo Hans
Editor AVID - Final Cut Pro
http://www.leohans.com


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TImothy Auld
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 1:00:49 am

Goodie. Makes up for all the times I've had problems over the last twelve years when there was no direct or even indirect response whatever. Also makes up for all the EOL'd software. Come home to me Apple. All is forgiven.

Tim


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Bill Davis
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 2:08:38 am

Whew,

For just a moment I was worried that Tim's reply would be oddly layered with personal affront and bitterness...

"Before speaking out ask yourself whether your words are true, whether they are respectful and whether they are needed in our civil discussions."-Justice O'Connor


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Alex Hawkins
Re: Guys, Apple is really listening!
on Apr 29, 2012 at 9:46:16 am

As opposed to user experience?


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TImothy Auld
Re: Guys, Apple is really listening!
on Apr 29, 2012 at 11:33:08 pm

Bitter about Apple's actions? Absolutely. But precisely whom did I personally affront?

Tim


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Don Walker
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 2:54:27 am

Noah from Apple called me about a post I did about a month ago outlining a couple of problems I had.....
He sent me a hard drive to load my events and projects onto and then followed up with some additional questions, one of which I really need to get around to answering.
I was very impressed!

don walker
texarkana, texas

John 3:16


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Greg Andonian
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 2:56:43 am

Leo Hans I had send a bug feedback to Apple regarding layered PSD file importing.

In less than three hours I got an e-mail from an Apple employee asking me to send him the PSD file.


As a Premiere Pro user, this does NOT sound encouraging to me...


This took me less than three minutes.



______________________________________________
"THAT'S our fail-safe point. Up until here, we still have enough track to stop the locomotive before it plunges into the ravine... But after this windmill it's the future or bust."


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Thomas Frank
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 8:33:12 am

Three minutes is to long good we didn't go to Premiere!

Anyways this is normal we have been getting feed back from Apple since I have worked in the company.
But it does give you a nice warm feeling. ;)



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Greg Andonian
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 10:01:20 am

Thomas Frank Three minutes is too long good we didn't go to Premiere!


I should've been more clear on that. I didn't mean just the import- I was factoring in the time it took me to create the screenshot in Photoshop and upload it. The actual importing as a sequence took about 15 seconds. And it worked beautifully.

______________________________________________
"THAT'S our fail-safe point. Up until here, we still have enough track to stop the locomotive before it plunges into the ravine... But after this windmill it's the future or bust."


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Leo Hans
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 12:09:05 pm

by Greg Andonian on Apr 27, 2012 at 11:56:43 pm

"As a Premiere Pro user, this does NOT sound encouraging to me...

This took me less than three minutes."



It would be true, but you have to deal editing with Premiere then… and based on your screen shots, you have to deal even with Windows!
Are you telling me Premiere has no bugs?

Leo Hans
Editor AVID - Final Cut Pro
http://www.leohans.com


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Tony Sarafoski
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 9:09:13 am

That's too funny, Noah is the same guy that emailed me when I made them aware of a problem I was having in 10.0.3. That problem was fixed in 10.0.4 :-))))

Yes they are listening....



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Scott Sheriff
Re: Guys, Apple is really listening!
on Apr 28, 2012 at 10:12:53 pm

Yippee skippy, their listening...well sort of.
They listen like teenagers, they hear what they want to hear, when it suits their purposes and needs.

Scott Sheriff
Director
http://www.sstdigitalmedia.com


"If you think it's expensive to hire a professional to do the job, wait until you hire an amateur." ---Red Adair

Where were you on 6/21?


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Michael Gissing
Re: Guys, Apple is really listening!
on Apr 29, 2012 at 3:37:36 am

The fact that some people get excited when a company like Apple gives some tech support must mean that it isn't normal. Otherwise what is the big deal here?

What were they doing for three hours before asking for the file?


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Leo Hans
Re: Guys, Apple is really listening!
on Apr 29, 2012 at 11:24:42 pm

"The fact that some people get excited when a company like Apple gives some tech support must mean that it isn't normal. Otherwise what is the big deal here?"

Well, a lot of I-never-tried-FPCX-but-I-like-to-criticize-it people says Apple doesn't provide support for editors. So, for me, that statement it's not true anymore.

"What were they doing for three hours before asking for the file?"

I don't know what were they doing, but tree hours after a bug report feedback is perfect for me. Avid nor Adobe never wrote me after reporting a bug.

Leo Hans
Editor AVID - Final Cut Pro
http://www.leohans.com


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Eric Santiago
Re: Guys, Apple is really listening!
on Apr 30, 2012 at 3:27:09 am

What no annoying pop-up window like Adobe's when AE croaks or acts a resource pig and dies?
Adobe should remember my email by now during the oh so awesome CS3 to CS4 upgrade that caused so many crashes in AE, I almost had to change to Fusion :P
The pop-up is still there and none of the problems we'r ever fixed.
Never mind about the so called Apple/Apple flub on AFP.
yes you are both to blame since you didnt own up to it quick enough.
No warning, no foul?
And please Adobe guys you know who I am, we still own a huge amount of seats you can rest assure we wont be leaving you.
Just thank Photoshop, Illustrator and (gulp) Flash for that :P


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Andrew Richards
Re: Guys, Apple is really listening!
on Apr 30, 2012 at 4:56:21 am

Three hour response time isn't bad. Four hours or less is all some very expensive enterprise support plans will promise. Not that Apple promises anything...

Best,
Andy


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Tony Sarafoski
Re: Guys, Apple is really listening!
on Apr 30, 2012 at 11:33:36 am

I sent Apple a bug report today and also uploaded a video screen cast on YouTube (as unlisted), no views yet ;-) Video was uploaded April 30, 2012 2:27 PM it's now 21:32 AEST, I'll give them the benefit of the doubt being from Australia LOL....



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Steve Connor
Re: Guys, Apple is really listening!
on Apr 30, 2012 at 11:48:19 am

I'm not sure they actually respond to every bug report that quickly, if at all!

Steve Connor
"FCPX Professional"
Adrenalin Television


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Steve Connor
Re: Guys, Apple is really listening!
on May 1, 2012 at 10:35:01 pm

[Steve Connor] "I'm not sure they actually respond to every bug report that quickly, if at all!
"


As if to prove me partly wrong I have had Noah contact me about an issue that I haven't even reported to Apple directly, but instead I posted on a forum!

Steve Connor
"FCPX Professional"
Adrenalin Television


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Tony Sarafoski
Re: Guys, Apple is really listening!
on May 1, 2012 at 11:02:51 pm

Funny you mention that Steve, same here LOL....

I posted on another forum that I was contact by Apple about a BUG find, half an hour later I received an email asking to keep all correspondence private.

I guess I can understand where Apple are coming from, it's just that we get excited knowing their truly listening.



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Walter Soyka
Re: Guys, Apple is really listening!
on Apr 30, 2012 at 1:11:21 pm

[Michael Gissing] "The fact that some people get excited when a company like Apple gives some tech support must mean that it isn't normal. Otherwise what is the big deal here?"

[Andrew Richards] "Three hour response time isn't bad. Four hours or less is all some very expensive enterprise support plans will promise. Not that Apple promises anything..."


This was not support. This was a developer following up on a bug report to get the assets necessary to reproduce the bug.

It's certainly a good thing, but I don't think it's as remarkable as some in this thread are making out to be. A good developer is doing his job. This doesn't mean Apple is listening (in terms of the big-picture questions that come up here all the time), and it doesn't mean they're not -- it just means they're working on squashing bugs.



[Leo Hans] "I don't know what were they doing, but tree hours after a bug report feedback is perfect for me. Avid nor Adobe never wrote me after reporting a bug."

I have filed many, many bug reports with many different developers. I've seen many of those bugs fixed in subsequent releases, but I've only gotten direct responses from the developers on a handful.

In my experience, developers tend to respond when they need more information, either to be able to reproduce the bug itself, or to understand the scope of the bug.

Non-response doesn't indicate anything. You may have provided all the information the developers needed in the initial report, they may already be aware of the issue, or they may have already fixed it in internal builds. If you submit a bug report that a dozen others have submitted before you, it's very likely that the developers already have a good understanding of the bug and don't need to query you for more information.

This isn't unique to Apple; this applies to all major developers.

This is also all about a one-way flow of information. Getting information back from a developer about bug status is almost totally impractical without NDAs.

Walter Soyka
Principal & Designer at Keen Live
Motion Graphics, Widescreen Events, Presentation Design, and Consulting
RenderBreak Blog - What I'm thinking when my workstation's thinking
Creative Cow Forum Host: Live & Stage Events


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Jim Giberti
Re: Guys, Apple is really listening!
on Apr 30, 2012 at 9:19:17 pm

I believe Noah is Apple feedback, meaning he's THE person that actually sits in real time and reads them.


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Tony Sarafoski
Re: Guys, Apple is really listening!
on May 1, 2012 at 10:25:01 am

update: The bug report I sent Apple which included a private YouTube link has now been viewed. No email from Noah :-)

Either they've had the bug reported before, or I'm yet to be contacted..?

Bug being the audio waves blurred in a timeline at random times. Never experienced this in 10.0.3, only 10.0.4.

Anyone else experience this?



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Tony Sarafoski
Re: Guys, Apple is really listening!
on May 1, 2012 at 9:39:32 pm

BINGO...! contact has happened, Noah is now assisting with my bug find :-)



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