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Linus was a dick to that CSR, no arguments there. But that is going to be overshadowed because posting your public firmware really should be something manufacturers do. It is not secret sauce and can be extracted if someone cares enough to do so with ST or the apple one or whatever. It is just preventing people from using open source tools like HA.
Having done a year or so as a CSR back in undergrad: It fucking sucks. Everyone is shitty to you. “Killing them with kindness” gets you a LONG way. That said, there is also a time when the CSR explicitly cannot help you. That is when you need to make sure you get flagged as “irate”. The trick I use (that I learned from some of the more pleasant calls) is to repeatedly say “Look, I apologize. I know this is not your fault and I am sorry for taking this out on you. I am genuinely mad at your company but you don’t make those policy decisions”. Let out enough anger to make it clear you need to be escalated or retagged but apologize to the poor sod who is dealing with it.
Hes angry that he didnt get the chance to pressure Steve into backing down, Thats all it is.
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I think that is generally a bad example to use.
Linus was a dick to that CSR, no arguments there. But that is going to be overshadowed because posting your public firmware really should be something manufacturers do. It is not secret sauce and can be extracted if someone cares enough to do so with ST or the apple one or whatever. It is just preventing people from using open source tools like HA.
Having done a year or so as a CSR back in undergrad: It fucking sucks. Everyone is shitty to you. “Killing them with kindness” gets you a LONG way. That said, there is also a time when the CSR explicitly cannot help you. That is when you need to make sure you get flagged as “irate”. The trick I use (that I learned from some of the more pleasant calls) is to repeatedly say “Look, I apologize. I know this is not your fault and I am sorry for taking this out on you. I am genuinely mad at your company but you don’t make those policy decisions”. Let out enough anger to make it clear you need to be escalated or retagged but apologize to the poor sod who is dealing with it.
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