What's the best way to report bugs?

[vitalyk]

This forum is full of various issues and questions, but is it the best way to report bugs? (app and firmware) The topics quickly get outdated and are unorganized. It's hard to find what's reported and what's resolved.

[WavyDavey]

Hi @vitalyk,

That's a really good question. I think posting the issue here is the best way to go.  We regularly merge different threads about the same topic. And I know from being on the CC, Fitbit is paying attention to these threads and tracking the issues.

The best place to monitor fixes is the stickied threads by moderators at the top of each forum. These usually explain what's happening with app and firmware updates.  Hope this helps.

[bbarrera]

I'm an engineer and every company that I've worked at, and worked with, uses a bug tracking system. The support organization is normally tasked with entering bugs reported by customers. 

Fitbit doesn't promise that these forums are monitored, so if a bug really mattered to me then I would contact Fitbit support to report it and ask for a case number to use in future communication.

[WavyDavey]

Of course these forums are monitored by Fitbit. How could it be moderated if not?

I'm not certain if opening a ticket would actually generate a bug report. I think of the Tech Support process more as working with you to make sure the tracker is functioning correctly. Whether they are set up to classify issues as bugs is unknown.

But what I do know for a fact is that threads posted here have generated bug tracking reports.  It's just that it's happening behind the scenes.

[bbarrera]

Monitoring? Sure, but you need to flag a post or @ mention a moderator if you want to ensure its seen by a Fitbit employee. That's what I meant by not promising to monitor (poor choice of words). Other Community Council members like to point out that Fitbit isn't actively monitoring every thread to collect bug reports or respond when someone asks for the official Fitbit position on something. And in my experience that is true, which is why you need to flag or @ mention a moderator.

[WavyDavey]

---

@bbarrera wrote:

Monitoring? Sure, but you need to flag a post@ or @ mention a moderator if you want to ensure its seen by a Fitbit employee. That's what I meant by not promising to monitor (poor choice of words). Other Community Council members like to point out that Fitbit isn't actively monitoring every thread to collect bug reports or respond when someone asks for the official Fitbit position on something. And in my experience that is true, which is why you need to flag or @ mention a moderator.

---

That's true they don't monitor every thread, but when the threads get consolidated it's easy to see what's a true bug vs. some kind of anomaly or user error, and that gets paid attention to. However, on the page you linked, they do say they are there to escalate bugs, so I concede your point.

The problem as I see it, is that almost everyone thinks everything is a bug. But I guess that's someone else's job to sort that out.