I have mentioned before that support can be a difficult, that bugs happen even with reasonable testing, and that it is admirable when companies or individual are honest about their strengths and weakness rather than worrying always about "spin", to use the political term. Here is another example from that same website, Better Living Through Software. In this post, Joshua Allen owns up to a defect in software for which is he is partially responsible (see DoS Flaw in SOAP). He does this in a public way that has to be difficult, yet he does so in a grownup and dignified way that does not try to avoid blame, but rather tries to help the user both understand the problem and understand the risks involved. Good show!
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