After dealing with a tech issue involving bugs I came to a realization today.
Most anyone who utilizes technology today in the form of programs, apps, and hardware is most often a volunteer unpaid beta tester. Even more disconcerting is the fact that sometimes we pay the provider to do this and they may even profit from it.
Allow me to explain. Proper testing and SQA costs time and money. For many companies this is an area that often gets short changed for increased profits as it is somewhat hidden from the eyes of senior management and the customer or user (sorry Adam). The individuals that become aware of the consequences of this is tech support and the person using the products when issues arise from using it. This is why many companies have addresses and forms for victims of these issue to file a report so that they can catalog the issues, triage them, and eventually fix the ones they feel need fixing. So when you are using these products and find issues and file a report or call tech support about them to report them you are essentially doing what company employees that test products are paid to do. Except you are volunteering or paying for the privilege to do so. The way you are paying for this is utilizing your time to try to figure out what is going on before calling support which may have a support fee as well. Additionally if you purchased the product you are also paying for it through lost time, and filing reports, if you do so, for something that you have paid for that you assume was properly tested and will properly function.
As such when we discover tech issues and if we report them, we are essentially volunteer beta testers and sometimes paying for the privilege to do so.
So why does this and how does this happen? Because we allow this to happen.
- When bugs occur we want them fixed so we report them without requesting compensation and put up with it.
- Buried in most licenses is a statement that the product is not guaranteed to work properly and that the company is not responsible for and consequence of it failing to work properly. We accept that because we have no choice if we want to use the product and it seems to be standard operating procedure throughout the industry. Additionally what many do not realize is that when you purchase a product you likely are not purchasing the actual product but only the right to use it. That is in the licenses of most products buried in the fine print that almost know one bothers to read. If you are skeptical about this, I invite you to take most any product, particularly software and actually carefully read the license or warranty that you agreed to. In most all cases you will find this statement or similar one. That is one reason that most warranties are now titled āLimited Warrantyā.
In such comments I like to discuss options and workarounds. Unfortunately with this issues they are few and far between as such tactics are now ingrained in our culture and society. The only things that come to mind is to not use or purchase the product which likely is not practical to do and to contact your government representatives about this to request new laws to restore consumer protections and rights and that existing laws that are applicable to be rigorously enforced.
However if others who are reading this have any other constructive suggestions to address this, I invite them to offer them in comments.