Recently I updated (new version) a piece of software I use regularly. We were told, it will be having a beta tag that obviously means it may behave unexpectedly at times. Once I updated, the nightmare began. A bug (not really a bug, but forced addition) forced me to completely stop its usage. I lodged a complaint to customer service and found flocks of users complaining about countless bugs. We all were surprised to see no response from the company for more than 24 hours. Probably they were enjoying weekend holidays.
If the bug is such that it completely halts the application, it should be addressed within 24 hours. The sheer volume of bugs puts it in the category of 'Alpha lab version'. We were feeling like we are guinea pigs made to refine this software. The user-base of this software use it for business accounts and it was costing them time and money.
Eventually, we got an update after 72 hours and I could resume my work. Interestingly, users hues and cries were categorized as in-constructive and not even once they apologized for giving alpha prototype for real usage. In future, I'll only upgrade to major version, when cries will subside down in customer service forums.
The software is GREAT, but the team behind it SUCKS.
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