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Comment by endofcapital | Hacker News Reader

I have reported and watched maybe half a dozen bugs get fixed on Amazon, starting in 2003 I think. Never even experienced a reply from any other company when trying to report problems over the years.

I think a handful of companies are getting more proactive with security reporting, but everyone still treats the quality of their services and front line support system as an afterthought.

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The customers are testers, especially in "break early, break often" scenarios. I wouldn't call them testers to their face, but... operationally, they're part of the loop. Treat them as such. If you're not going to pay for much testing up front, at least treat the real testers (customers/endusers) as part of a process, not as part of a problem.

If, when I reported an issue, and it was determined not to be PEBKAC... loop me in on updates, or followup with questions. I'm happy to try to reproduce issues, or give more details, or whatnot. I'm a user/customer - I want the product/service, and I want it to be better.

Yeah, it's honestly disheartening, but it's great seeing Amazon realize the value that support can play. Even looking at the hiring requirements for some of the positions can give you some insight into why it works as well -- support teams which require it have strict development requirements, and consequently the support engineers 1) know the problem space and can infer what you're trying to do 2) know what it feels like to be blocked by something completely out of your control and feel like you're writing into the aether

It would be great for companies as a whole to start realizing the value that you can bring to your existing customers through this experience, and to recognize that this is another face of your company.

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