degrading messages from kona linden

Good idea, but I'll bet you 20 bucks that 40% of the bug reports recieved with that GUI have the whole explination of the bug in one text box regardless if theres 1 for each step.

Alot of times also, stuff will "just happen", no cause or steps to reproduce, just BAM! bug in your lap. The current GUI allows for this to be explained as well. Though I suppose a redo could also.

I think this sums up my feelings pretty well too Jacqueline. Everyone in Second Life is an adult and I for one am glad the Lindens treat us as adults, and not just some child playing a game.

I am not going to argue the point of who was rude/not rude, etc. I would just suggest that Juliana take a few English classes before she graduates, or she will be having similar problems in everything she does. Specially if she plans on going to college.

Perhaps English isn't her native language?

Regardless, it sounds like she needs to be working with a different CS rep. I'm sure Kona is frustrated, most likely because he really does want to help solve the problem but lacks the information to do it and it's like pulling teeth trying to get that information.

However, the above in no way excuses the tone of the reply from the CS rep. I found the reply quite condescending.

I can't believe LL has let this thread go on for so long. I hope they enjoy omelettes, because there's a whole lot of egg heaping onto their collective faces.

Nor can I believe the level of condescension heaped upon Julianna. Yes, the bug report was unclear -- yet even though I've never experienced the issue I was able to guess what was happening, it seems. (I can't float theories as to why, but that's LL's job.) "It's OK to demean someone because they act stupid" is NOT considered a legitimate social principle. It's why bullies get sent to the principal's office, not their victims.

"We're adults, we shouldn't be treated with kid gloves" -- to paraphrase what I've read so far. All I have to say to that is act your age. I'm glad these fora are not completely representative of SL community as a whole; if it were I would not have stayed longer than a day.

Gibberish in a bug report is no reason to take on a condescending tone.

Maybe Kona's last job was for the Department of Transportation.

Possibly, it's all in how you read it.

I read it and didn't find anything 'degrading' toward Julianna. I guess, depending on how you interpreted it - it might, but in my dealings with Kona I've found him to be nice and to the point.

I'm surprised that the Lindens haven't made a comment on this thread as well. I don't know if the TOS covers this, but I was kind of surprised that Julianna posted the email here.

Since she did post it, we have NO verification that what we're reading as the email, is in fact what was written by Kona.

Suggestions:

1. When reporting a bug - be clear and explain it to LL so that they can easily replicate it.
2. LL should consider posting tips on relevant types of information to include when reporting a bug.
3. If you're not getting what you want, take the suggestion and call them on the phone.

I'm very sorry that Kona's reply wasn't helpful to Julianna, and that she felt the tone was inappropriate (and obviously some of you agreed).

Kona is a QA engineer, not a support representative. He's trained to replicate bugs and help test the fixes that the developers implement. He was trying to get enough information from Julianna to replicate the bug, but they were obviously having problems communicating.

I've suggested to Kona that next time he work through support, as they *are* more used to corresponding with customers.

Rather than let the speculation and charges continue, I'm going to close this thread.