Our policy of fixing bugs on the fly changed the relationship between customer support people and hackers. At most software companies, support people are underpaid human shields, and hackers are little copies of God the Father, creators of the world. Whatever the procedure for reporting bugs, it is likely to be one-directional: support people who hear about bugs fill out some form that eventually gets passed on (possibly via QA) to programmers, who put it on their list of things to do. It was very different at Viaweb. Within a minute of hearing about a bug from a customer, the support people could be standing next to a programmer hearing him say “Shit, you’re right, it’s a bug.” It delighted the support people to hear that “you’re right” from the hackers. They used to bring us bugs with the same expectant air as a cat bringing you a mouse it has just killed.
Paul Graham, ‘The Other Road Ahead’, September, 2001