Hi there. I really like the features that Insync offers, but I constantly run into bugs and issues. It really feels like I’m beta testing Insync, but I don’t see any updates or fixes for any of the several bugs I’ve reported. And I now see that there hasn’t been an update since October.
What’s going on with Insync development? I greatly appreciate that you guys such a dedicated support staff (Thanks, Mia and Mara!) but I haven’t ever seen any communication from the developers. It feels like whenever I report a bug, Mia says she will bring it up with the team — and then I hear nothing.
Do you have a bug tracker? Are they being tracked? Are the devs working on bugfixes and features? Will you tell us when they’re fixed, or give us updates on it? Better yet, can you make some of the bug tracker public, so we can see updates as they’re worked on, and plans are made?
Maybe I’m spoiled, but I’ve spent a long time on the MediaMonkey forum (it’s a music library management software) and the developers have a much closer relationship with users over there. https://www.mediamonkey.com/forum/viewforum.php?f=30 (this is for the open beta of their upcoming new version, which is very active with bug reports and feature requests.) Their bug tracker is public, so when a user presents a suggestion or bug, they add it to Mantis and they give a link to the tracked bug. I think that’s a much better approach, because we can see if they interpreted the issue/request correctly. If they get something wrong, we can send a reply to clarify what we mean. If all we get is “Thanks, I’ll bring this up with the team”, how can we know that the team will interpret what we’re saying the right way?
Don’t get me wrong. You guys have set up some great customer service, and I’m very pleased with how you are able to follow up with my support requests so quickly. And your support team is very nice. But I see a huge hole when it comes to communication with the developers. From my perspective, for all I know, all the things that Mia said she’d bring up to the dev team were just put on a post-it note and ignored. To be clear, I’m not saying that that’s the case. But I’m saying that I have not a single hint or sign that they actually saw my request/bug and that they’re working on it. With all the bugs and issues I encounter on a daily basis with Insync, you’d have a difficult time convincing me that it’s not in an open beta. It’s strange that you guys don’t seem to act like it is. I see so much potential, and I love supporting small teams. I’d much rather give my money to a small indie company than to Microsoft or Google. But with the apparent lack of clarity from the development side that I’m bringing up, it doesn’t seem like you’re acting like a small team. And that makes it seem like things aren’t getting done. Hell, look at this thread. They pointed out how bad a state Insync was in, and it didn’t even get a reply: Insync3 current state of art ... terrible!
I’m sorry if my words are harsh. But the reason I’m bringing this up is because I believe in Insync, and I want it to thrive. But it doesn’t seem to me like I’m being listened to, as a customer and a beta tester. Things need to change if you want things to get done.
Thanks for listening.
P.S., if you look at the MediaMonkey link I sent, you may see that my signature says I’m a part-time developer. This is true. That’s why I said I’m biased. But the reason I joined the team was because of their close relationship to users on the forum. They listened to my suggestions and helped me feel included, leading me to continue contributing, and I eventually was hired part-time. I still believe it’s worth mentioning, because it’s something that’s proven to work. Small teams should act like small teams, and interact closely with their community.