Hot!Should I be worry about Microchip?

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DarioG
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Re: Should I be worry about Microchip? 2018/07/21 01:52:13 (permalink)
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andy_n
 (please excuse sarcasm).
 



no, don't grin

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nigelwright7557
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Re: Should I be worry about Microchip? 2018/07/21 06:56:55 (permalink)
+1 (1)
In such massive software packages there will always be a few bugs left.
Harmony is ground breaking and is truly massive.
I found my software crashed using XC32 if I divided by 256.
I took a day to fix a problem with harmony where it said the usb clock was set up correctly at 48MHz when it wasn't.
One of the PLL flags was set wrong.
Hopefully with time these bugs will start to disappear.
However if they don't know about the bugs they wont get fixed so you need to open a ticket with Microchip to let them know.
#22
andy_n
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Re: Should I be worry about Microchip? 2018/07/21 08:43:15 (permalink)
+1 (1)
nigelwright7557
In such massive software packages there will always be a few bugs left.

Right! But these bugs have been fixed and now they are back.
 
When we are working on the new firmware, sometimes we find errors that customers are not seeing (or reporting). If a customer reports an error, then we reacts immediately. The customers develop the software with new ideas too.
 
 
Wouldn't it be something for Microchip?
#23
DarioG
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Re: Should I be worry about Microchip? 2018/07/21 09:05:38 (permalink)
+1 (1)
andy_n
When we are working on the new firmware, sometimes we find errors that customers are not seeing (or reporting). If a customer reports an error, then we reacts immediately. The customers develop the software with new ideas too.
 



I do that as well, and is very rare in nowadays world... take microchip or opel or facebook or...

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#24
andy_n
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Re: Should I be worry about Microchip? 2018/07/21 10:08:11 (permalink)
+1 (1)
 
And it works very well.
We've never been able to communicate as easily as we do today and we don't do it.
 
 
#25
PStechPaul
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Re: Should I be worry about Microchip? 2018/07/21 11:50:24 (permalink)
+2 (2)
The reality is that, unless you are a huge corporation that regularly places orders for 100,000+ devices, you won't be able to contact someone high enough in the corporation who can direct the developers to make changes and corrections discovered by mere mortals such as those who regularly use the forum. Microchip is constantly developing new products at an ever faster pace, trying to keep up with and surpass their competitors (mostly in high end 16 and 32 bit devices), and there is probably a shrinking market for small 8 bit devices. It is good that Microchip seems willing and able to support mature devices that most hobbyists and students and small users usually employ, but their priorities are elsewhere, and after their acquisition of Atmel, there are not many competitors at the low end.
 
However, that is no excuse for ignoring the members of this forum and not even responding to most reports of problems with posting or getting moderator approval. Of course, there is the option of the other forum, but unless Microchip endorses it and directs new users there, it won't have much activity.
 
I would suggest that anyone who will attend the MASTERs conference this summer might be able to talk directly to Steve Sanghi, and let him know about the level of frustration and negative attitude that the (easily fixed) dysfunctional forum presents. Perhaps present it in concise written form, emphasizing the business aspects rather than technical details, and maybe suggesting the appointment of some long-time contributors to positions of admins and moderators, as well as migrating the forum to another server.

 
#26
DarioG
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Re: Should I be worry about Microchip? 2018/07/21 12:25:52 (permalink)
+1 (1)
Isn't it... idiotic, not to answer to those who report bugs (with proof)?
I mean, how many of such report does Microchip receive daily? Is it so hard to at least aknowledge and just copy-paste into a bug-reporting system?
 

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#27
PStechPaul
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Re: Should I be worry about Microchip? 2018/07/21 12:55:21 (permalink)
+2 (2)
At the very least, one of the admins or moderators should monitor the forum at least once a day, and respond in some way to posts about forum problems and urgent issues. Just a simple acknowledgement would be nice, even to say, "Sorry about that, chief", or "We are working on that", or "Nothing we can do about that". It is highly annoying and frustrating when, occasionally, there is a post pompously and falsely proclaiming that "Forum posting issues have been resolved!" But these days, "fake news" and "lies" have become normalized.
 
https://www.youtube.com/watch?v=mvYY1zrC3BA

 
#28
DarioG
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Re: Should I be worry about Microchip? 2018/07/21 13:09:38 (permalink)
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Yep.
"Your Opel lacks GPS sensor", answered a smart guy from italy, as I complained about having to use a smartphone as a Navigator.
Unfortunately, I can locate my auto using their App.
 
Oh, but they do reply to customers' reports: their useless replies contain at least 6 rows of "dear customer" and "don't hesitate to contact us again" and "your satisfaction is important to us" (and similar).
Nothing like Dario Greggio's attitude :D ;)
 
post edited by DarioG - 2018/07/21 13:19:11

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#29
andy_n
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Re: Should I be worry about Microchip? 2018/07/21 13:38:48 (permalink)
+1 (1)
DarioG
"don't hesitate to contact us again"

With outlook autocorrect you can write e-mail fast and f.... friendly.
 
It would be nice if someone finally listens.
 
"IDE can not save asm files" we resolve in v3.6: https://www.microchip.com/forums/FindPost/981976
"Memory in Dashboard" is older and resolve (no more in archive).
 
I still think so:
My 'problem' is: I've missed with every upgrade some 'old' feature for my work but do not saw an advantage of the new version.
 
 
 
#30
DarioG
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Re: Should I be worry about Microchip? 2018/07/21 13:49:36 (permalink)
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More or less I feel the same - in fact I only use X for new devices un-supportable by old MPLAB.
The only nice thing in X is the if/endif coloring (it usually works fine and is useful) and... oh well, can't think of anything else (!)
 
Its editor is especially "funny", so to say (as I mentioned long ago)

GENOVA :D :D ! GODO
#31
NorthGuy
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Re: Should I be worry about Microchip? 2018/07/21 16:12:25 (permalink)
+2 (2)
DarioG
Isn't it... idiotic, not to answer to those who report bugs (with proof)?
I mean, how many of such report does Microchip receive daily? Is it so hard to at least aknowledge and just copy-paste into a bug-reporting system?



For some reason, companies do not want bugs reported. The bugs all go through support guys who are trained to detect user faults and can't deal with bugs. That's one of the reasons everything is so buggy.
#32
DarioG
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Re: Should I be worry about Microchip? 2018/07/21 16:32:26 (permalink)
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Thanks for that, Northguy... :( :)

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#33
qɥb
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Re: Should I be worry about Microchip? 2018/07/21 16:48:52 (permalink)
+1 (1)
NorthGuy
DarioG
Isn't it... idiotic, not to answer to those who report bugs (with proof)?
I mean, how many of such report does Microchip receive daily? Is it so hard to at least aknowledge and just copy-paste into a bug-reporting system?

For some reason, companies do not want bugs reported. The bugs all go through support guys who are trained to detect user faults and can't deal with bugs. That's one of the reasons everything is so buggy.

Just judging by the questions asked here, a lot of the questions WOULD be user error, and it's the first-responder's job to weed those out.
However, it appears they are rewarded for weeding out all queries, so genuine bugs rarely get through either.
 
Of course the other way to filter out all those user queries is to have a good user support forum.
One day we may get one.

This forum is mis-configured so it only works correctly if you access it via https protocol.
The Microchip website links to it using http protocol. Will they ever catch on?
PicForum "it just works"
#34
andy_n
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Re: Should I be worry about Microchip? 2018/07/22 00:20:37 (permalink)
+2 (2)
NorthGuy
The bugs all go through support guys who are trained to detect user faults and can't deal with bugs.



We use simple statistics for this:
If one user reports something: is probably user error.
If 10 users report the same: is certainly a bug.
 
It works without much effort but you have to listen to the user.
What is better and more 'democratic' than a forum.
Due to the anonymity is a lot of inconsequential there but the essence is very helpful.
 
 
#35
DarioG
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Re: Should I be worry about Microchip? 2018/07/22 02:15:53 (permalink)
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andy_n
We use simple statistics for this:
If one user reports something: is probably user error.
If 10 users report the same: is certainly a bug.
 



Quite perfect, my method as well!
In fact, in the past some idiot (such as my coworker) used to say "you think I'm fool" or "who do you think you are"...
It usually turned out being him leaning with a full arm on the keyboard, or dropping a coffee or such.
 
On the other hands, as 2-3 persons report the same issue, then it's usually a bug. In any case, the point is do reply! Either with "I can't reproduce this so it could be a mistake of yours" or "it's confirmed and you'll get a solution in a few days (or less).

GENOVA :D :D ! GODO
#36
andy_n
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Re: Should I be worry about Microchip? 2018/07/22 03:01:33 (permalink)
+1 (1)
 
we have no problem to say: error is unknown must be up to you
or
it's our mistake, we work on a solution.
post edited by andy_n - 2018/07/22 04:58:14
#37
NorthGuy
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Re: Should I be worry about Microchip? 2018/07/22 06:24:19 (permalink)
+1 (1)
andy_n
We use simple statistics for this:
If one user reports something: is probably user error.
If 10 users report the same: is certainly a bug.



Isn't one report enough? Why annoy 9 more people? A person wants to help you, but you brush her off without even looking - "we'll get back to you if more people report the same issue". How can you show such disrespect to your own customers?
 
Such approaches have also influenced the users. For example, I don't report bugs any more.
#38
qɥb
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Re: Should I be worry about Microchip? 2018/07/22 06:27:02 (permalink)
+1 (1)
Does someone feel up to lodging a support ticket regarding the whole broken support ticket system? ;)
 

This forum is mis-configured so it only works correctly if you access it via https protocol.
The Microchip website links to it using http protocol. Will they ever catch on?
PicForum "it just works"
#39
DarioG
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Re: Should I be worry about Microchip? 2018/07/22 06:36:38 (permalink)
+1 (1)
Northguy, in this case I disagree with you: it's not a matter of disrespect, but a matter of statistics:
in some ways, the same reason why, for example, in some cafè/restaurant you pay BEFORE getting your food.
 
You're the engineer, you're the designer, you're the expert in your field: so, when someone reports something... it *is* rather probably that it was his/her fault. Especially if you can't (easily) replicate it...
 
Things change when more users report it. Or when the "reporters" are experts.

GENOVA :D :D ! GODO
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