Poor Usability, Terrible support

[pv7721]

Originally Posted by Christopher Painter

If InstallShield determines it's a bug. This BS policy is why I hardly report any bugs anymore. I'm doing the favor of taking time out of my day to report the defect and I have to pony up cash to get an invitation and hope to get it back. Then I'm told it's being tracked as IOC-XXXXXXX for a *FUTURE* release and several releases later I ask if it's ever been fixed and I'm told no.

I'm sorry, but this is one area InstallShield doesn't do well.

Oh Christopher how right you are! I've reporting bugs for years (since I've starting using InstallAnywhere back in 2004...) but most of the time they acknowledge them as... requests for improvement! (which they're obviously not, they are B.U.G.S....) And yes, I also experienced the frustration of coming back version after version after version to still find the same issues not being fixed...

[Joshua]

We appreciate your feedback, Chris and Vlad. While we work very hard to resolve bugs and add enhancements that our customers submit with each new release, given the sheer volume of requests we are unable to address all feedback for a particular release.

Here are some of the criteria we use when prioritizing bugs and enhancements:

- The number of customers reporting the issue
- The severity level of the issue
- The availability of any workaround(s) for the issue

Our Product Manager and Engineering Manager ultimately make the call on what is included for a given release. I'm sorry if your issues have not yet been addressed. If any of your issues are critical with no workarounds, please private message me directly and I can raise it again with the Engineering Manager for review.

I realize this doesn't meet all of your needs, but hopefully this provides a bit of background on how we prioritize issues going forward. We'll continue looking for ways to improve this process.

Kind Regards,
Josh