Hey Craft Works,

I'm sorry for the inconvenience. I wonder what type of Preference you have for the update. You may want to choose "Firefox to Check for updates but let you choose to install them" like the screenshot attached. That way, you can control when Firefox can install update so it won't messed up your current activity in the browser.

You still have not addressed the issue I raised at all, but instead refer once again in your response to methods of activating Updates for Firefox. I know how to activate the Update. However the issue resides rather in the manner in which updates actually proceed. They are very clumsy and never activate when initially requested. Rather, one's browser needs to be closed and reopened multiple times before the update actually takes place, while in the interim, one's browsing activity is brought to a halt. You need to improve how your updates are activated. They should proceed immediately upon request of the user, and not be postponed until some later time over which the user has no control.

You also need to change how it is you respond to your users who post questions or problems to your technical support staff online. At present, you do not allow the user to directly respond to you - which is terribly frustrating, since s/he has to log in to his/her account and then re-post a question to an issue that s/has already raised for your attention. It would be far better if you allowed the user to immediately respond to any communications you offer him/her. That way both you and s/he know precisely what issue is being addressed, while the question will not be reassigned to some other agent on your staff who has no awareness of one's previous posts.

Please make changes on your end in both these matters. Thank you.

I completely understand that your focus of concern was on the process. That's why I asked what type of settings you have for the update. The automatic update will let the browser to update and install itself, while the second option will only download the update, and let you choose when to install. The install process will still require the browser to restart and it's a common practice for software to do that. The install process will depend on how big of the update. The bigger the update, the longer the install process will be and that's where the browsing activity will mostly disturb.

one's browser needs to be closed and reopened multiple times before the update actually takes place, while in the interim, one's browsing activity is brought to a halt.

When you say that the browser needs to be reopened multiple times, were you referring that the install didn't actually happened on the first restart so you have to manually restart the browser again?

To your point about our support process, thing is, the people who answer questions here, for the most part, are other users volunteering their time, not Mozilla employees or developers. I apologize if the process didn't make that clear enough.

Dear Kiki,

I appreciate your quick reply. However as I attempted to indicate in my first note to your support team about this issue, my browser is already set to automatically install updates for Firefox. Yet this scarcely happens automatically, and without considerable inconvenience and ureliability to the user. That is why I stated that your company needs to address the problem here.

Also I would URGE your staff to allow users to write back immediately to your communications to users. Having to log in every time to one's account, simply to reply to an email, makes little sense, and neither benefits you nor the user.

When your company addresses both problems here, kindly let me know. In the meantime, I appreciate your kind attention and consideration.

Eric v. Zinkernagel

my browser is already set to automatically install updates for Firefox. Yet this scarcely happens automatically, and without considerable inconvenience and ureliability to the user.

Noted.

Also I would URGE your staff to allow users to write back immediately to your communications to users. Having to log in every time to one's account, simply to reply to an email, makes little sense, and neither benefits you nor the user.

Definitely. I'll make sure to raise this topic to my team for consideration. Thanks for your feedback.