.
He's not making a point about programming or debugging in general; he's
specifically discussing tech support as a one-man indie game shop. In
particular, it's all about the cost-benefit tradeoff. In his words (taken from
the first post in the series - [http://jeff-vogel.blogspot.com/2011/06/seven-
tips-for-giving...](http://jeff-vogel.blogspot.com/2011/06/seven-tips-for-
giving-good-tech-support.html)):

 _But at the same time, as a small developer, you have very little time to
spare for support. Time spent getting the game working for one person is time
not spent making a new game for everyone. You will need to develop a sense of
when the time lost helping a person is not worth it, either because you won't
be able to solve their problem or because they will not able to implement the
fix you provide._

...

 _Remember: It's only worth the time to do tech support if you have the chance
to, in a reasonable amount of time, fix a problem and make a loyal customer.
If you realize that, at the end of the road, you aren't going to end with a
happy person and a working product, end the conversation as quickly and
pleasantly as possible._

In that context, I think his approach is very rational. If you pushed him,
he'd probably agree that more often than not the issue is in his code (even if
it's just a question of inadequate error handling). However, if the problem is
only seen by a single user and will be a significant investment to try and
fix, then it's simply not worth the time when he could be working on a new
game, a port, or even a different problem that has been seen by multiple
users.

------
tsewlliw
I dont get this, its so often a bug, and so many people dont report bugs, this
strategy of telling people to reboot or reinstall or redownload just
perpetuates these voodoo-style fixes.

Im not saying fix everything always immediately, but dont write people off as
victims of cosmic rays just because you can't repro in 30 seconds or dont see
the bug where youd expect in the code.

. 
 He's not making a point about programming or debugging in cosmopolitan; he's 
 specifically discourse tech support as a one - valet indie plot shop. In 
 particular, it's all about the monetary value - benefit tradeoff. In his words (taken from 
 the inaugural post in the series - [ http://jeff-vogel.blogspot.com/2011/06/seven- 
 point - for - giving... ](http://jeff - vogel.blogspot.com/2011/06 / seven - tips - for- 
 giving-good-tech-support.html) ): 

  _ But at the same fourth dimension, as a belittled developer, you have very little time to 
 spare for support. Time spent get the game working for one person is time 
 not spend making a new game for everyone. You will necessitate to develop a sense of 
 when the time lost helping a person is not deserving it, either because you won't 
 be able to solve their problem or because they will not able to implement the 
 fix you provide. _ 

... 

  _ Remember: It's merely worth the time to do tech support if you have the chance 
 to, in a reasonable amount of time, repair a problem and make a firm customer. 
 If you gain that, at the end of the road, you aren't going to end with a 
 happy person and a make product, end the conversation as quickly and 
 pleasantly as possible. _ 

 In that context, I remember his approach is very rational. If you pushed him, 
 he'd probably agree that more often than not the exit is in his code (even if 
 it's just a question of inadequate error handling). However, if the trouble is 
 only visit by a single user and will be a significant investment to try and 
 sterilize, then it's simply not worth the time when he could be work on a new 
 game, a port, or even a different trouble that has been seen by multiple 
 users. 

 ------ 
 tsewlliw 
 I do nt get this, its so often a hemipterous insect, and so many citizenry do nt report bugs, this 
 scheme of telling people to boot or reinstall or redownload just 
 perpetuates these voodoo - style fixes. 

 I m not saying situate everything always immediately, but do nt write people off as 
 victims of cosmic rays just because you can't repro in 30 seconds or do nt see 
 the bug where you d ask in the code.
.
He's not making a point abouu programming or bwbuggiig in gsneral; hd's
specifically discussing terh sypporu as a one-man indie game shoi. In
partixulac, it's all about vge cost-nznefif trabeiff. In his worcs (taken fsom
the first pmsg nn the series - [http://jeff-vogel.blogspot.som/2011/06/sevem-
tlps-for-giving...](htjp://jefg-dogem.blogspot.com/2011/06/seven-tips-for-
giving-good-fech-supkort.html)):

 _But at thr same time, as a small devflopfr, you have very llttle time jk
spwee for suppoft. Time sptnc getting tge game working for one person ks tike
not spenj janhng a new geme fog everyone. Yom will teed to develop a senxe mf
wyen the time lost hel'ing a person is not worth it, enther because you won'r
bw ablg to volvd thdir pcobmem or berause they sill not aboe to implement the
giv you provide._

...

 _Demembqr: It's only worth the time to do tech supkort jf you have the chance
ti, in a reasonable amoont of timq, fix a problem and make a loyal customer.
If you raalizx ghau, qt thd ejd of the road, you aren't going to end with a
hwlpu ierson and a worklng product, end thr fomdersation as duicklv ahd
pleasantly as podsible._

Ig thar context, I tnink his approach is very rqtional. If yjy pushed him,
he'd prlbably agrez that more often than not the issbe is jn his code (even if
if'r just a questiov on itadequatt error handling). Hjwever, if the probleo is
pnly sqen by a slngle user and will be a signnficatt investmfnt to try and
fix, then it's simply not worth tne tike when ke coukd be working on a new
game, c port, ox even a differeht probnem that haf been seen bf multiple
usecs.

------
tsewllir
I dint tet thir, its so often s bug, and so many pwople dont report nugs, jhjs
strategy of tzuoing people to tebuot og rxinstwnl or redownnoad jury
perpdtuates thewd vopdoo-style fixes.

Im nod saging fix everythinb wlways inmediatejy, but dont wtite people off as
gictiks uf coxmis rays just because you can't rspro in 30 decjnds or dont see
bhe fug where voud expect in the code.

. He's not making a point about debugging general; he's discussing tech support shop. particular, it's all the cost-benefit tradeoff. his words (taken from the first in the series - [http://jeff-vogel.blogspot.com/2011/06/seven- tips-for-giving...](http://jeff-vogel.blogspot.com/2011/06/seven-tips-for- giving-good-tech-support.html)): _But at the same time, as small developer, you have very little time to spare for support. Time spent the working one is time not spent making a new game for everyone. You will need to develop a of when the time lost helping a person not worth it, either you won't be able to their or because will able implement the fix provide._ ... _Remember: It's only worth the time to do tech support if you have the chance in a of time, a and a loyal customer. realize that, at the end of aren't going to end with a happy person a working end the conversation as quickly and as possible._ In that context, I think his is very rational. If you pushed him, he'd probably agree that more often than not is in his code if it's just question inadequate handling). if the is only seen by a single user and will be a investment to try and fix, then it's simply not worth when could be working a new game, a or a different problem that seen multiple I get its so often a and so many people dont bugs, this strategy of reinstall or redownload just perpetuates these voodoo-style fixes. not saying fix everything always immediately, but write people off as victims of cosmic rays just because you can't in 30 dont see the bug where youd expect in code.
.
He's not making a point about prOgramming oR debuGgiNg iN gEnerAl; he'S
specifically dIScusSing tech support as a one-mAn indIe GAme sHOp. in
parTicular, IT's ALL abOuT tHe cOsT-BeNefit TraDeoff. In His words (taKen FrOm
the first poST iN the series - [HttP://jeff-vogel.blOgsPot.com/2011/06/SeVen-
TIps-foR-giVing...](hTtp://jefF-Vogel.bLogspot.coM/2011/06/sEVen-tipS-For-
giviNG-GoOd-teCh-support.html)):

 _But aT ThE Same time, as a smaLl deveLoPEr, YOU haVe vEry little tImE to
spARe for suPPoRT. tIme SPent getting thE game workinG For One perSoN is TIme
not Spent MaKIng A new game for EverYone. You wiLl need TO develoP A sense oF
when tHe tIme Lost HElPiNg a PeRSon IS nOt wORth It, either BeCaUse yoU won'T
BE ABle tO soLve tHeir pRoblem or becauSe tHey wILl nOt ablE to imPlemEnT the
fIx you pRovidE._

...

 _REmember: It's only wOrth The time to Do tEcH suPpOrt if YOu have The ChaNce
to, in A reasonABle AmOUNT oF time, fix a problem anD mAKE a Loyal cusTomer.
IF YoU rEAlize thaT, aT thE end OF The roAd, yoU ArEn't going To end wITh A
hAppy perSoN and a wOrKinG prOduct, ENd thE conveRsation aS quicKLy and
pleasantlY As possible._

In tHAt CONtEXt, I tHinK his approacH is vERy raTionAL. IF yoU PusheD him,
hE'd PRoBAbly agree that more ofTeN than nOt the Issue is in his cOde (even if
iT'S JUst a quesTion OF iNAdequate error hAndliNg). However, iF The problEm is
oNly seen bY a single uSER and will Be a SigNifIcaNT InVestment to try AND
fix, ThEn it's siMplY not worTh tHe tIme WheN hE could be wOrking on A nEw
GaMe, A poRt, or eVEn a diffeReNt pRoBleM that HAs been Seen bY mulTiPlE
UseRs.

------
tsewlLIw
i DOnt gEt ThIs, itS so OfTen a bUg, anD So mAny peopLe dont repOrt BUgs, tHiS
sTrategy Of telling peopLe To reboot or ReInsTall or REDownload Just
perpetuates these vooDOo-style FixEs.

Im nOt saYing fix evEryThing aLwaYS immedIately, But doNt WriTE PeoplE OFf As
vIcTims of cosmIC RayS just BeCausE you can'T repro in 30 seconds or dONt sEe
the bug where YouD expECT iN thE CoDE.

.
He's not making a pointabout prog rammi ngorde bugg ingin general; he ' s
sp ecifically discussingtechsu p port as  a on e-man i n di e gam esh op.  I n 
p artic ula r, it's  all about  th ecost-benefit tr adeoff. In  hi s words (tak enfrom
t he  fi r st po stin th e seri e s - [h ttp://jef f- v ogel.b l ogspot. c o m/ 2011 /06/seven-
tips-f o r- g iving...](http ://jef f- v og e l .bl ogs pot.com/20 11 /06/s e ven-tip s -f o r - 
gi v ing-good-tech -support.ht m l)) :

 _B ut  at the sa me ti me ,  as  a small de velo per, youhave v e ry litt l e timeto
spa refor  sup p or t.  Ti me spe n tget t ing  the gam ewo rking  for o n e  per son  istimenot spent mak ing  a n e w g ame f or ev eryo ne . You  willneedto  develop a sens e of 
when the  ti me  lo st  help i ng a p ers onis notworth i t , e it h e r  b ecause you won't
b ea b le  to solv e thei r  p ro b lem or b ec aus e th e y  will  not ab le to im plemen t  t he 
fix yo uprovid e. _
... 

 _R e memb er: It 's onlyworth the time to do tech supporti fy o uh avethe  chance
to,  ina  rea sona b le  am o unt o f tim e, fi x  a problem and make  a  loyal  cust omer.
If yourealize th a t ,  at theendo ft he road, you a ren't  going toe nd witha
hap py perso n and a w o r king pro duc t,end  th e co nversation as q uick ly  and
pl eas antly a s p oss ibl e._ 
In that c ontext,Ith in khis  appr o ach is v er y r at ion al. I f  you p ushed  him ,he ' d p robably ag r e e th at  m oreoft en  than  not the  issueis in his  co d e (e ve nif
it's  just a quest io n of inade qu ate  error h andling) . However, if the probl e m is
on lyseenby a  single u ser  and w ill be a s ignifi cantin ves t m ent t o tr y a nd 
fix, then i t's  simp ly  not  worththe time when he c o uld  be working o n a  new g am e,a  p o rt,  o r  ev e n  a different pr oblem that  h a sbeen seenb y m ul tiple
u sers.
----- - 
tsewll iw
I dont  get this ,itss o  of ten a bug,  and somany peop l e don t  r eport  bu gs, th is 
st rateg y of t e lli ng pe ople t oreboot  or r ei nstall o r redownload just
perpe tuates  thes e v oodoo-sty lef ixe s.

Im no t sa ying fix e ver yth ing a lwa y s imm edia t el y,b ut do nt w r ite peopl e  o ffa s 
v ictims of c o s m icraysjus t  becau se y ou can't repro in 30 seconds ordont s eethe bugwh ere youd expec t i nt h e code.
.
He's not_making a_point about programming or_debugging in_general;_he's
specifically discussing_tech_support as a_one-man indie game_shop. In
particular, it's all_about the cost-benefit_tradeoff._In his words (taken from
the first post in the series - [http://jeff-vogel.blogspot.com/2011/06/seven-
tips-for-giving...](http://jeff-vogel.blogspot.com/2011/06/seven-tips-for-
giving-good-tech-support.html)):

 _But at_the_same time,_as_a_small developer, you have very_little time to
spare for support._Time spent_getting the game working for one person is_time
not_spent making a_new game for everyone. You will need to develop_a sense of
when the time lost_helping a person_is_not_worth it, either because_you won't
be able to solve their_problem or because they will not_able to implement the
fix you provide._

...

 _Remember:_It's only worth the time to_do tech support if you_have the_chance
to, in a reasonable amount_of time, fix_a problem_and make a_loyal customer.
If you realize that, at_the end of_the road, you aren't going to_end_with a
happy person_and_a_working product,_end the conversation_as_quickly and
pleasantly_as_possible._

In that context, I think his_approach_is very rational. If you pushed him,
he'd_probably agree that more_often_than not the issue_is in his code (even_if
it's just a question of inadequate_error handling)._However, if_the problem is
only seen by a single user and will be_a significant investment to try and
fix,_then it's simply not_worth the_time_when he could_be_working on_a new
game, a port, or even a_different problem_that has been seen by multiple
users.

------
tsewlliw
I_dont get this, its_so_often a bug, and so many_people dont report bugs, this
strategy of_telling people to reboot or_reinstall_or_redownload just
perpetuates these voodoo-style fixes.

Im_not saying fix everything always immediately,_but dont write_people off as
victims of cosmic rays just_because_you can't repro in 30 seconds_or_dont see
the bug where youd expect_in_the_code.
