I have had extremely bad luck, reporting bugs to Apple.
They constantly ask for an example project, even if it's something that is easily demonstrated, simply by running existing Apple software, and creating a project, would be a huge pain.
They also ignore reports. Very rarely, I may get a ping on one of my reports, asking me to verify that it was fixed in some release. Otherwise, there's no sign that they ever even read it.
I usually end up closing my bug reports and feature requests, after a few months, because I'm tired of looking at them.
It's clear that they consider every bug report to be a burden. That's a very strange stance, but then, they are not a typical company.
I guess you can't argue with the results, as they have a market value North of 3 trillion dollars, but that does not make it any less annoying.
They asked me for a sysdiagnose when I complained about how crappy their new Finder disk icon looks on macOS 26. See this rant by Jeff Johnson, who called for a boycott on filing bugs with Apple a couple years back (I stuck to the boycott except for two obvious UI design issues in the latest OS because neither required repro steps (so why the sysdiagnose?)).
Not to hand wave-- but this feels industry standard IMO. I have a dozen PRs sitting unacknowledged and stale across a handful of FAANG (and other) repos, including Apple's.
I start my first day @ Apple in a few weeks, so I ACK that my opinion might be a little biased here.
how is this different from any product with a billion users and 100,000+ live bug reports?
I've had pretty good luck reporting bugs to Google (notoriously bad!):
1. provide simple, crystal clear examples that cannot be due to third parties, misconfiguration or user error.
2. show that it's happening to a large number of mainstream users (not niche)
3. show that it breaks critical workflows and has no easy workaround (incl partial workarounds).
4. if you meet #1-3, then wait 6-9 months minimum (more if hard to fix). If not, wait 3-5+ years.
---
Favorite example: in the mid-2000s, I caught google maps confusing suite/apt numbers for street numbers. It got flagged as low priority. So, to get the team's attention, I reproduced the bug on a large Google offices. Six month later, bug fixed.
After that experience, I report everything to Google that breaks my workflow. Like clockwork, the biggies get fixed a couple of quarters later.
---
Want long? Try improving/fixing core issues with the API design of Linux or PostgreSQL: fix times can be measured in decades. Backward compatibility is insufficient - they rightfully worry about libraries and tools adopting the new APIs and then breaking legacy systems that cannot be upgraded even for mission-critical security issues.
---
NOTE: OP bug feels P0 and the better strategy is either mass media (incl HN) or networking to someone inside the company. I've hit those too over the years and can usually find someone at the company to send directly.
Same here. They have a known bugs where entries will vanish from your contacts. Data loss is a big deal (or so I thought).
Support asked me to let them know when a contact vanishing did so they could gather logs from me phone.
Once I was finally able to see it happen, I reached out. Reported that it had just happened overnight. The customer support said it was too long of a time frame for engineers to investigate because "it generates a lot of logs and that's too much to go through". I could not believe their answer.
I just moved my contacts to Gmail and that was the end of it.
I still don't under stand why Apple limits updates to their first party apps to OS updates.
They could really benefit from how Google does it on Android and decouple it. Push updates to their first party apps via the app store like everyone else, and let the OS update on its own separate schedule.
I think your best bet is to do what you did: write an extensive blog post about it and hope it goes "viral" and grabs the right people at Apple's attention.
I would think the diffs would be telling to the right people.
It's on the front page of HN, so that's a good start!
iTunes Match has routinely just... removed/greyed out files that I've had uploaded, and I've reported this to Apple over and over again, with exactly zero explanation of why or how to avoid it. To this day it still does it.
This is what I always do. Rather than go directly from the card reader or camera into Photos or Lightroom, I copy the files onto an SSD, and then bring them in from the SSD. The entire process goes faster.
I also want to point out that I've seen similar corruption in the past, only in Lightroom. The culprit ended up being hardware, not software. Specifically, the card reader's USB cable. I've actually had two of these cables fail on different readers. On the most recent one, I replaced it with a nicer Micro B to USB C cable, and haven't had an issue.
I use Lightroom, but always with this workflow (copy files from memory card to disk, then use LR to do the import / move / build previews).
If nothing else, it lets you get your card back much more quickly, as a file-system copy runs at ~1500MBps, which makes a difference when importing 50-100GB of photos.
I also don't delete the images off the memory card until they've been backed up from the disk to some additional medium.
You don't need repro steps if Apple is serious about quality. Just the description of what's happening should give enough to a senior Apple engineer to intuit where this is possibly happening and create tests that will stress their software to repro this.
You're right. I too have been frustrated when spending the effort to file a bug only to have it "auto-returned" with "cannot repro, please attach example project" or somesuch.
As an engineer on a framework, I take pride in the code and want those trickier-to-repro bugs. And to your point, yeah, I can probably reconstruct in my mind a scenario, knowing my code, where it may be vulnerable.
Whoever screens bugs though is likely trying to 1) handle the huge backlog and 2) trying to spare the engineers bugs delivered with a shrug.
(I had my ass kicked by one bug in particular where I created a FileDescriptor on the main thread, did some things and then released the FileDescriptor on a background thread. Who knew the FileDescriptor code hung some important data it needed on some kind of thread-based storage that essentially required the caller to destroy the FileDescriptor on the same thread it was created on. Fix was to dispatch back to main when ready to release the FileDescriptor.)
I worked on the Photos team a decade ago — some of what you're saying I can vouch for. If it is a rare occurrence, that lowers the priority of the bug. Data corruption though? That moves it to the top.
I'll tell you a secret though that kind of pisses me off. If you have shipped with a bug, that automatically lowers the perceived priority as well. You know, as opposed to introducing a new bug in a new release. "We've already lived with that old bug…" seems to be the mind set. Oh well.
To be sure though, if you saw the number of bugs that queue up for a popular app like Photos, you'd know that fixing all of them is not going to be possible — some kind of system of prioritization is required.
ChrisMarshallNY|5 months ago
They constantly ask for an example project, even if it's something that is easily demonstrated, simply by running existing Apple software, and creating a project, would be a huge pain.
They also ignore reports. Very rarely, I may get a ping on one of my reports, asking me to verify that it was fixed in some release. Otherwise, there's no sign that they ever even read it.
I usually end up closing my bug reports and feature requests, after a few months, because I'm tired of looking at them.
It's clear that they consider every bug report to be a burden. That's a very strange stance, but then, they are not a typical company.
I guess you can't argue with the results, as they have a market value North of 3 trillion dollars, but that does not make it any less annoying.
alsetmusic|5 months ago
https://lapcatsoftware.com/articles/2025/8/7.html
Edit: accidentally called sysdiagnose a spindump.
deviation|5 months ago
I start my first day @ Apple in a few weeks, so I ACK that my opinion might be a little biased here.
asah|5 months ago
I've had pretty good luck reporting bugs to Google (notoriously bad!):
1. provide simple, crystal clear examples that cannot be due to third parties, misconfiguration or user error.
2. show that it's happening to a large number of mainstream users (not niche)
3. show that it breaks critical workflows and has no easy workaround (incl partial workarounds).
4. if you meet #1-3, then wait 6-9 months minimum (more if hard to fix). If not, wait 3-5+ years.
---
Favorite example: in the mid-2000s, I caught google maps confusing suite/apt numbers for street numbers. It got flagged as low priority. So, to get the team's attention, I reproduced the bug on a large Google offices. Six month later, bug fixed.
After that experience, I report everything to Google that breaks my workflow. Like clockwork, the biggies get fixed a couple of quarters later.
---
Want long? Try improving/fixing core issues with the API design of Linux or PostgreSQL: fix times can be measured in decades. Backward compatibility is insufficient - they rightfully worry about libraries and tools adopting the new APIs and then breaking legacy systems that cannot be upgraded even for mission-critical security issues.
---
NOTE: OP bug feels P0 and the better strategy is either mass media (incl HN) or networking to someone inside the company. I've hit those too over the years and can usually find someone at the company to send directly.
lapcat|5 months ago
This was financed by equally massive technical debt.
latexr|5 months ago
From your description, your experience is quite typical.
sylvainkalache|5 months ago
Support asked me to let them know when a contact vanishing did so they could gather logs from me phone.
Once I was finally able to see it happen, I reached out. Reported that it had just happened overnight. The customer support said it was too long of a time frame for engineers to investigate because "it generates a lot of logs and that's too much to go through". I could not believe their answer.
I just moved my contacts to Gmail and that was the end of it.
lunarboy|5 months ago
lukan|5 months ago
Hm. That is more than I ever got, but I also never bothered to report anything to any company after being ignored the first tries.
encom|5 months ago
ValentineC|5 months ago
Which means that if that bug has been present since the (now unsupported) Mavericks, tough luck!
thewebguyd|5 months ago
They could really benefit from how Google does it on Android and decouple it. Push updates to their first party apps via the app store like everyone else, and let the OS update on its own separate schedule.
JKCalhoun|5 months ago
runjake|5 months ago
I would think the diffs would be telling to the right people.
It's on the front page of HN, so that's a good start!
JKCalhoun|5 months ago
girvo|5 months ago
strunz|5 months ago
turnsout|5 months ago
I also want to point out that I've seen similar corruption in the past, only in Lightroom. The culprit ended up being hardware, not software. Specifically, the card reader's USB cable. I've actually had two of these cables fail on different readers. On the most recent one, I replaced it with a nicer Micro B to USB C cable, and haven't had an issue.
sib|5 months ago
If nothing else, it lets you get your card back much more quickly, as a file-system copy runs at ~1500MBps, which makes a difference when importing 50-100GB of photos.
I also don't delete the images off the memory card until they've been backed up from the disk to some additional medium.
unknown|5 months ago
[deleted]
groos|5 months ago
JKCalhoun|5 months ago
As an engineer on a framework, I take pride in the code and want those trickier-to-repro bugs. And to your point, yeah, I can probably reconstruct in my mind a scenario, knowing my code, where it may be vulnerable.
Whoever screens bugs though is likely trying to 1) handle the huge backlog and 2) trying to spare the engineers bugs delivered with a shrug.
(I had my ass kicked by one bug in particular where I created a FileDescriptor on the main thread, did some things and then released the FileDescriptor on a background thread. Who knew the FileDescriptor code hung some important data it needed on some kind of thread-based storage that essentially required the caller to destroy the FileDescriptor on the same thread it was created on. Fix was to dispatch back to main when ready to release the FileDescriptor.)
AceJohnny2|5 months ago
egorfine|5 months ago
What's the point of it? It is well known in the industry they ignore bugreports.
Also, this bug doesn't affect the majority of users, so it won't ever be fixed.
JKCalhoun|5 months ago
I'll tell you a secret though that kind of pisses me off. If you have shipped with a bug, that automatically lowers the perceived priority as well. You know, as opposed to introducing a new bug in a new release. "We've already lived with that old bug…" seems to be the mind set. Oh well.
To be sure though, if you saw the number of bugs that queue up for a popular app like Photos, you'd know that fixing all of them is not going to be possible — some kind of system of prioritization is required.