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Firmware Fault Tracking
May 4, 2011
5:11 am
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ShortcutHicksy
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David,

Thanks for your reply and information. I don’t like to shoot the messenger so I try to only provide information and hopefully keep the ongoing faults bubbling along.

I can see you are a busy man with your different hats on but you know what they say. If you wont something done, give it to a busy person.

If you and the other testers do gain access to Magellan’s software fault tracking system that would be fantastic and the forum could then be more supportive of the fault fixing process.

The next upgrade sounds like the normal struggle between the sales and marketing pushing for more features to sell in the next package and the maintenance guys dealing with the customer complaints, trying to fix up the current software.

Thank,
Graham.

May 3, 2011
4:18 pm
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David
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Graham,

I wish that I could give you the status of every bug that I report, but the truth is that I can't. Yes I do have a hot line straight to the guys at Magellan and they are great and have truly become friends of mine, but the reality is I'm not part of the company and there is only so much they can or will let me know. However, with that said, they are listening and the more detailed information you can give me the better and yes, the more input I get from more people the faster things will get resolved. If you want to know the way that the process is working, I forward everything to the Product Manager (Eric) and he then forwards it to the the software people, most of which work at different sites all around the world! However, the last time I was at Magellan; and I'll be going down again on the 16th; I sat down with the Tech Support Manager and a lead Software/Firmware designer and we talked about getting a system that would allow us Beta tester to have access to a reporting system that give a more direct line to us and us to them and I believe that this is in the works.
As far as why I do this? I guess I'm crazy! :unsure: I say that, becomes sometimes this often puts me in the position of the messenger and you know what happens to the messenger. However, the truth is that I spent 21 years in Electronics and Computer Programming in the Air Force and I've always been a techie and I enjoying getting to help out. I'm also an avid off roader and Geocacher which adds to my connection with the GPSrs. However, I'm also a full time Pastor of a church just outside of Barstow, CA so if it sometimes seems like I'm not as active on the forums as I could be, it is because that keeps me busy a lot of the time - however, I do read every message posted on the this forum, the Triton Forum and I try to keep up with the Technology Forum on Groundspeak.
So, I guess I would say - Yes, keep your concerns coming and give me the most detailed information you can and I'll see what I can do about trying to get as much information out to you guys as I can. At this point, I can't give dates and I'm not allowed to say alot nor am I allowed to promise you anything - but there will be another update out in the near future and we're hoping that it will fix some, if not several of the bugs that have been reported in this last update, however, it is a minor update which is to allow for specific specialized functions that probably won't mean a lot to most of us.

David

May 3, 2011
1:57 pm
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warfieldm
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Graham,

I just wanted to comment on my appreciation for you taking the extra time to phrase your concern in a wonderfully professional manner. As the manager of a computer tech support department, I've seen all levels of "concern" in responses. It's easy to figure out that keeping the customer abreast of progress is the most efficient manner in which to keep those communication lines professional in nature.

I had similar thoughts on progress of the bug reports. I'm really quite spoiled by the linux community and their necessity to make everything public in nature. Unfortunately, hardware vendors typically do not have that level of appreciation for communicating issues and progress towards the resolution of those issues as the impact on sales are usually much more substantial.

I also have to remind myself that David is doing this essentially for the privilege of having one of the first 710's for debugging. Actually, the two probably aren't tied together. David's passion for having the best product possible is clearly evident to me and I thank him for his efforts. Updates from Maggie would be nice but conversing here is much more rewarding than submitting a trouble ticket.

Again, thanks for bringing it up.

Matt

May 3, 2011
11:45 am
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ShortcutHicksy
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Hi David,

I know you pass on any faults and issues reported in the forum to Mitac, which I appreciate. Do you receive any specific feedback on the faults?

Do you know whether they have acknowledged any of the faults reported so far are present in the software and they are working on a fix? Do they ask/require more information on particular faults. Have they rejected any fault reports?

I know you have reported the faults but the process appears to be one way. I assume Mitac are working on a fix for a fault that I have reported in the forum but that could be completely incorrect without feedback. I don’t continually raise issues that you have reported because I assume they are in hand.

There are no doubt other forum members in a similar situation.

I would be most interested to hear if there is any fault tracking process and from that the status of reported faults or do we just continue to raise previously reported faults as they occur (the noisy wheel gets the oil).

Thanks,
Graham.
🙂

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