I've decided to make a specific thread for this, rather than sending other threads off course by going on about it each time it happens.
Bugs or problems are raised here in the forums all the time. I know that the forums are not necessarily supposed to be a formal route for reporting issues (although, in 2023, I think they should be, really).
And sometimes but not always, a VW employee will respond. Whenever a VW employee does respond, it's greatly appreciated, because often they can give advice, or just reassurance that something is being looked at.
But quite often, we are then asked to re-report the problem elsewhere, for example using the "bug submit" form. More recently, I've been asked to report issues with online help via the "feedback" button in the online help.
This can be intensely irritating. Why? Because I've already explained the problem, in the forum thread. I've already used a fair bit of my own time doing so. I've put it somewhere publicly visible, so that other people can contribute, confirm whether they can replicate, or benefit from any helpful replies or solutions. Jointly, the users on that thread have used their own time to provide information about something that doesn't work in software that they've paid for. This information is all sitting there in a thread, often including multiple screenshots, video recordings etc.
I don't want to spend more of my own time typing the same information into a webform. And re-uploading images and videos that are already there on the forum.
And once I've done that, it just disappears into the ether.
If a VW employee has responded to a thread, looked at the issue and agreed it's a bug or a problem, is it unreasonable to expect that they take action to get the information into whichever part of the system it needs to get into? This does happen sometimes.
I want to be a bit cautious with this request because I realise that maybe some employees look at forum threads and offer help even if it's not technically part of their job to do so. And I wouldn't want to disincentivise them from offering help by creating a fear that they will get caught up in onerous paperwork as a result.
So it's not about anyone individual but about VW's policy. It's been suggested many times before that the forums need someone who is dedicated to picking up this kind of stuff.
The situation where you spend time reporting a problem (a problem which itself has already cost you time and effort), then get asked to spend even more of your own time reporting it all over again, and then zero feedback on whether anything's being done about it, this is a terrible "customer experience" and it's way out of step with how good software companies deal with things these days.
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I've decided to make a specific thread for this, rather than sending other threads off course by going on about it each time it happens.
Bugs or problems are raised here in the forums all the time. I know that the forums are not necessarily supposed to be a formal route for reporting issues (although, in 2023, I think they should be, really).
And sometimes but not always, a VW employee will respond. Whenever a VW employee does respond, it's greatly appreciated, because often they can give advice, or just reassurance that something is being looked at.
But quite often, we are then asked to re-report the problem elsewhere, for example using the "bug submit" form. More recently, I've been asked to report issues with online help via the "feedback" button in the online help.
This can be intensely irritating. Why? Because I've already explained the problem, in the forum thread. I've already used a fair bit of my own time doing so. I've put it somewhere publicly visible, so that other people can contribute, confirm whether they can replicate, or benefit from any helpful replies or solutions. Jointly, the users on that thread have used their own time to provide information about something that doesn't work in software that they've paid for. This information is all sitting there in a thread, often including multiple screenshots, video recordings etc.
I don't want to spend more of my own time typing the same information into a webform. And re-uploading images and videos that are already there on the forum.
And once I've done that, it just disappears into the ether.
If a VW employee has responded to a thread, looked at the issue and agreed it's a bug or a problem, is it unreasonable to expect that they take action to get the information into whichever part of the system it needs to get into? This does happen sometimes.
I want to be a bit cautious with this request because I realise that maybe some employees look at forum threads and offer help even if it's not technically part of their job to do so. And I wouldn't want to disincentivise them from offering help by creating a fear that they will get caught up in onerous paperwork as a result.
So it's not about anyone individual but about VW's policy. It's been suggested many times before that the forums need someone who is dedicated to picking up this kind of stuff.
The situation where you spend time reporting a problem (a problem which itself has already cost you time and effort), then get asked to spend even more of your own time reporting it all over again, and then zero feedback on whether anything's being done about it, this is a terrible "customer experience" and it's way out of step with how good software companies deal with things these days.
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