- Don't communicate with them
- Treat them like they owe you something
Google is off to a good (bad?) start with both of these in its management of the App Engine release.
Of the 120+ issues logged by beta testers, a few have been closed as wontfix or duplicate; most have no response at all from the App Engine team. I can't think of any other company that I've filed an issue with that took that long to get back to me. The good ones get back within hours.
The one exception I have seen is for the urllib issue, where gu...@python.org, presumably Guido, wrote
Providing a urllib replacement implemented on top of urlfetch shouldn't be particularly hard. If someone is willing to produce one, I'd be happy to review it and, if it passes muster, try to get it added.
Paraphrased: "maybe if you do our work for us we'll consider it."
This isn't OSS, where "if you want something, do it yourself" is at least a semi-valid response. App Engine developers are all currently beta testing a product that Google hopes to eventually charge for. We're doing google a favor. (Context: the replacement Guido wants is a piece of code that will only ever be useful on app engine, and is something Google should have done in the first place instead of making urlfetch a public API. This is not code with a use case outside of App Engine.)
Maybe I'm over-sensitive, but this really rubs me the wrong way.
I hope Google can (a) put enough engineers on this that they can actually respond to issues, and maybe start closing some, and (b) remember that when you're selling a product, "why don't you fix it if it bothers you" is a poor response.