Does Microsoft Listen?

You were all excited to upgrade your existing Windows 10 installation to the Fall 2018 update.  On October 2nd you downloaded the bits to Version 1809.  You installed it, using the same in-place upgrade process you have been using for years.  You realize that you have lost data… crucial data… a lot of it.  You hope (even as you understand the futility of it) that reverting back to the previous version (say… Version 1803) will restore your data.

It doesn’t.  You knew that it wouldn’t… but you are disappointed nonetheless.

Fortunately, you have the EaseUs Data Recovery Wizard Pro (or realize you need it badly, and you go online to buy it), and you are able to (relatively) easily recover your lost data.  You have lost a few hours of your time, and more importantly, you have learned a valuable lesson… sometimes the leading edge is going to cost you.

The truth is, mistakes happen.  As soon as Microsoft discovered this flaw in their new version, they immediately made an announcement and pulled the bits from their download site.  That doesn’t mean that people are not going to get it elsewhere, but there is only so much that a company like Microsoft can control.  Mistakes do happen, and they will learn from their mistakes, right?

Here’s the problem… Microsoft has several tiers of users for Windows 10.  Most of us are on the regular semi-annual channel.  There are users on the fast-track channel for Windows Insiders who started seeing and reporting this bug (on the Microsoft Feedback Hub, where we are supposed to report bugs in pre-release technology) months ago.  Hey, Microsoft!  When I tried to install the latest bits that you sent, it deleted my data! There have been reports like this for months, and yet it was ignored.

So what’s the point?  If Microsoft is not paying attention, why bother reporting on problems?  Microsoft is swearing up and down that they won’t do this again… but how many times have they done this before?  With earlier releases of Windows 10… Windows 8, Windows 7, Microsoft Office?  This is far from the first time… so why would believe them when they say that it will be the last time?

Liam Tung wrote a very good piece for ZDNet last week that described the issue, and how the Microsoft Feedback Hub works.  He quotes does a very good job of explaining how Feedback Hub works, and how it is likely that the “…tons of reports in Feedback about data loss on upgrade” did not get voted on or grouped together, resulting in the problem being buried.

There was a time when you had to be chosen to be a beta-tester for Windows, and you were chosen based on several factors, not the least of which was community participation.  Microsoft listened to us because they respected us.  Today, when anyone can flip a switch and become a Windows Insider (essentially a modern-day beta tester), there is no common voice, and everyone throws their comments online without looking at other comments, which means mistakes like this are going to happen.  Maybe it is time for Microsoft to admit that their communities (which they were once so supportive of) were the best line of defense they had against disastrous mistakes like this.

Of course, Microsoft is not too big on admitting they made mistakes, and the one they just admitted to is a pretty big one, so I wouldn’t hold my breath.

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