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I asked for help, and you closed the thread! That is not professional behavior. How do we get decent support from Mozilla?

  • 17 replies
  • 10 have this problem
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  • Last reply by Go2Chrome

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Look guys, the new update to Quantum has killed the usability of Firefox for me. I'm trying to get this resolved, and I'm no fan of Google, and want Mozilla to succeed. I'm a user, not a 'Luser', but I now have to use a Firefox alternative. Shutting down my earlier thread doesn't give me encouragement about the future of Firefox.

I've lived through the life and death of many technology companies and organizations. Earned a living as a marketing executive and industry analyst. The response from the Mozilla organization to my questions is not encouraging if Mozilla is going to survive.

I would very much like Mozilla to survive, but it still has to compete in an open market. I have tried to get Mozilla's attention, am attempting to continue using Mozilla offerings, but you all need to behave in a professional manner. I am not seeing that, and I'm not trying to be a troll. What I am seeing is the characteristics of an organization in a death spiral.

Shutting down a conversation because it is uncomfortable is seldom a good reaction. Facing it, acknowledging it, and maintaining communication with users that have problems helps. Sadly the response from this forum has given me more incentive to abandon Mozilla.

Is that the result that you want? Did I hurt your feelings perhaps? Did I simply choose 'The Wrong Browser'?

Look guys, the new update to Quantum has killed the usability of Firefox for me. I'm trying to get this resolved, and I'm no fan of Google, and want Mozilla to succeed. I'm a user, not a 'Luser', but I now have to use a Firefox alternative. Shutting down my earlier thread doesn't give me encouragement about the future of Firefox. I've lived through the life and death of many technology companies and organizations. Earned a living as a marketing executive and industry analyst. The response from the Mozilla organization to my questions is not encouraging if Mozilla is going to survive. I would very much like Mozilla to survive, but it still has to compete in an open market. I have tried to get Mozilla's attention, am attempting to continue using Mozilla offerings, but you all need to behave in a professional manner. I am not seeing that, and I'm not trying to be a troll. What I am seeing is the characteristics of an organization in a death spiral. Shutting down a conversation because it is uncomfortable is seldom a good reaction. Facing it, acknowledging it, and maintaining communication with users that have problems helps. Sadly the response from this forum has given me more incentive to abandon Mozilla. Is that the result that you want? Did I hurt your feelings perhaps? Did I simply choose 'The Wrong Browser'?

All Replies (17)

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Support Volunteers can't make changes to Firefox and the developers do not directly monitor this site. To submit suggestions for new or changed features, may I suggest:

Feedback: https://qsurvey.mozilla.com/s3/FirefoxInput/ Facebook: https://www.facebook.com/Firefox Reddit: https://www.reddit.com/r/firefox/ Twitter: https://twitter.com/firefox

There also is a forum run by the Add-ons team where you may see talk about potential future capabilities of extensions to modify the UI (initially limited to colors, I think, but perhaps more down the road): https://discourse.mozilla-community.org/c/add-ons

You were given answers and you rejected or went on about stuff we have no control over and no one sees it.

Please let us know if this solved your issue or if need further assistance.

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OK, I understand that Mozilla is a volunteer organization. I understand open source, but if Mozilla is to be an organization that can deliver a dependable product it need to compete on a professional level basis.

Linux does that, with companies such as RedHat that provide professional level support. It may cost money, but I do pay for various products to get good quality updates and support. Does anyone do that for Mozilla or Firefox?

At this point in time I'm not seeing a solution to my legitimate issues, I'm not blaming the volunteer support, but I am seeing a level of response that tells me Firefox is done, and that I need to move on.

So far Google is doing a better job and I do not want to go there, but if Chrome works, Safari works, IE works, and MS Edge works, but Firefox does not, then it's most likely not my system or network configuration that is the problem.

Perhaps you don't have the ability to control the problems with Mozilla.org, but you should be able to alert certain individuals to get their attention. Saying that it isn't our fault doesn't fix the issue. Telling me that it is simply my problem doesn't fix the issue.

I'm asking for help, not trying to apportion blame, however meaningful help is not yet forthcoming.

I'm trying to get a useful response from Mozilla.org, and also giving a time limit for that. A week is more than reasonable to get a decent response, although maybe not resolution.

Once again "Hello Mozilla, you have a problem...." Can you hear me? This is Major Tom to ground control...."

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Hi, can you (re)submit your issue? We will find how to help you. Please be concise and add a screenshot if you think it's required to understand.

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smorele said

Hi, can you (re)submit your issue? We will find how to help you. Please be concise and add a screenshot if you think it's required to understand.

Thank you. As a longtime Firefox advocate, I have experienced some slow responsiveness with recent updates, but Quantum just coughs and dies. I would like to be able to at least go back to v56, but it isn't easy to do so. Is there a simple download? Other browsers work much better on my system, but Firefox becomes unresponsive. A screen shot wouldn't show the problem.

My system isn't the newest, Core i5, 8GB Ram, 750 GB SSD, 24 TB of spinning rust, Windows 10 64 pro (1703), but Firefox has been getting progressively slower, while other browsers have not. Doing a reset hasn't helped performance. I perform regular malware and adware checks with multiple tools. It is Quantum that seems to have been the culprit, since the effects were immediate and dramatic.

I am now using Chrome against my desires, but it is perfomant and easy enough to use. Migration is fairly straight forward and if I have to spend a few hours configuring Chrome, then why would I switch back except that I'm not a fan of Google for things other than search?

This is a problem that I would like to resolve because I wish to continue using Firefox, but it is now unusable.

If there is someone that I can communicate with at Mozilla.org I have not yet found out how to do that. I'm willing to try, but who should I contact?

Thanks for your help.

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Chosen Solution

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Go2Chrome said

Look guys, the new update to Quantum has killed the usability of Firefox for me. I'm trying to get this resolved, and I'm no fan of Google, and want Mozilla to succeed. I'm a user, not a 'Luser', but I now have to use a Firefox alternative. Shutting down my earlier thread doesn't give me encouragement about the future of Firefox. I've lived through the life and death of many technology companies and organizations. Earned a living as a marketing executive and industry analyst. The response from the Mozilla organization to my questions is not encouraging if Mozilla is going to survive. I would very much like Mozilla to survive, but it still has to compete in an open market. I have tried to get Mozilla's attention, am attempting to continue using Mozilla offerings, but you all need to behave in a professional manner. I am not seeing that, and I'm not trying to be a troll. What I am seeing is the characteristics of an organization in a death spiral. Shutting down a conversation because it is uncomfortable is seldom a good reaction. Facing it, acknowledging it, and maintaining communication with users that have problems helps. Sadly the response from this forum has given me more incentive to abandon Mozilla. Is that the result that you want? Did I hurt your feelings perhaps? Did I simply choose 'The Wrong Browser'?

I agree completely with the sentiment of this post.

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Mkll said

Download 56 from here: https://archive.mozilla.org/pub/firefox/releases/56.0.2/

OK thanks, I navigated the index and found what I needed, US English, so have done the reinstall, I hope it solves my operational problems for now, but I like to keep up to date with SW releases. We'll see how it goes, but clearly I will need to have functional Firefox releases going forwards. I do appreciate the help.

56.02 is much better than 57, yet is still sluggish in comparison to other browsers. Screen scrolling seems to be one of the issues. 56 is still slow to load, but once loaded interactive performance is vastly superior.

Many thanks

Modified by Go2Chrome

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Go2Chrome said

Mkll said
Download 56 from here: https://archive.mozilla.org/pub/firefox/releases/56.0.2/

OK thanks, I navigated the index and found what I needed, US English, so have done the reinstall, I hope it solves my operational problems for now, but I like to keep up to date with SW releases. We'll see how it goes, but clearly I will need to have functional Firefox releases going forwards. I do appreciate the help.


Be warned, downloading an earlier FF iteration did nothing to solve my problem; in fact it compounded it by deleted my entire bookmark archive/web history.

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OK, thank you, but I can restore that from a backup, at least I have been able to do that historically on machine upgrades, or between machines.

A good heads up, but I haven't experienced that as a problem, simply knowing which files to copy/restore and so on....

Reconfiguring v56 has taken just a few minutes, and it performs acceptably, so "hello Mozilla, what is the problem? It doesn't seem to be my system!"

There's something strange about Firefox 57...

Modified by Go2Chrome

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> I asked for help, and you closed the thread!

Umm, have you actually read your other post? That doesn't come across as "help me resolve problem x" -- it's clearly a threat.

This is a support forum. Feel free to ask a question that support volunteers can help with. That's normal, we are doing that 24x7 here, and busier than ever this week. But please take your extortion demands and telling people to use Chrome somewhere more appropriate like:

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jscher2000 said

> I asked for help, and you closed the thread! Umm, have you actually read your other post? That doesn't come across as "help me resolve problem x" -- it's clearly a threat. This is a support forum. Feel free to ask a question that support volunteers can help with. That's normal, we are doing that 24x7 here, and busier than ever this week. But please take your extortion demands and telling people to use Chrome somewhere more appropriate like:

This is not intended as a threat, it is a real world observation. I use Firefox as my preferred browser, but it needs to be functional. You can be amateurs if you wish, you can let your feelings be hurt if you wish, but Mozilla needs to compete on an open playing field. So far that is not the case.

I have not taken to social media to discredit Mozilla or Firefox, I want to see this issue resolved, but v56 works far better for me than v57 which is unusable, yet Chome, Safari, IE, and Edge don't have the same problems.

What do you think that I should do? I'm trying to get attention in a responsible manner. I could resort to other channels if you want me to.

I may have ruffled a few feathers, but that's sometimes what getting a decent response requires. It's better than just unloading a double barreled 12 bore. Understand?

You may know where to go in the Mozilla organization, I have not found it easy to find that information. The new update has caused significant problems that are easy to solve by going to Chrome. If you are willing to spend time supporting Mozilla, then perhaps get someone to let us 'poor Lusers' know where to get support.

Modified by Go2Chrome

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Go2Chrome said

I may have ruffled a few feathers, but that's sometimes what getting a decent response requires. It's better than just unloading a double barreled 12 bore. Understand?

Meet your demands or be shot?

What do you think that I should do? I'm trying to get attention in a responsible manner. I could resort to other channels if you want me to.

This site is for support questions, like, help me troubleshoot why Firefox is running slowly. We ask: "Did you try the steps in this article: Quick fixes if your Firefox slows down If that didn't help, let's see whether reducing the number of content processes helps." And so on.

If you not here for that, then yes, other channels are the place to post.

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I'm asking for help. So far what I have been told is that this organization cannot provide that, and has no influence or connections to Mozilla.org.

So, thanks, but no useful support has been provided to what is a significant problem.

Guess I'd be better off using Chrome. Which is a sad outcome for me.

Unless I can find a support organization that actually offers support!

Over, and out!

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I'll make another response. Going back to v56.02 cured the performance problem experienced with v57. So, I do not think that this is my problem. Chome is still superior. What does one do?

Do I need to wait for Firefox V58? If so, for how long?

Once I configure Chrome to my needs, why would I revert to Firefox?

There is an unresolved problem here, closing a thread or declaring it solved doesn't actually address the issues.

Where do the Mozilla guys step in? How does one get them engaged?

My problem is simple Firefox v56 worked. Firefox Quantum doesn't. The alternatives to Firefox work, ergo, to me it is a Firefox Quantum issue.

Firefox is either a quality ' production ready' offering or it isn't. My experience so far is that Quantum is alpha level at best, not even beta. It has been released as a market / consumer ready product. It is not.

Modified by Go2Chrome

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You can, if you like, engage in troubleshooting Firefox 57 with us. Simply saying it was slow, fix it, in the absence of any other information, is very unlikely to lead to problem resolution.

But I suggest you wait a few weeks until the inevitable point release before trying again.

Firefox 58 is scheduled to drop in late January.

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Thank you, but I need a production ready release. Wait until January? I don't think so. I have Chrome working up to speed now, and will be able to configure it to my needs with a little work.

This conversation has confirmed for me that Firefox is simply the walking dead.

I guess Thunderbird will be next. Every instinct that I have from decades in this business tells me that Mozilla is history. Please try and convince me otherwise, but at least give me something solid to work with.

Waiting on a hope until a dot release or until January - maybe - doesn't do it when there are better solutions available now. What part of reality do you guys not understand?

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OK, so I recently restored v56, which resolved some issues, and as soon as I closed Firefox and reopened it, it upgraded to v57 and is back performing like a dog that don't hunt.

Sorry guys, it's now Chrome until I find something better. I can no longer rely upon Mozilla, so that means e-mail as well.

Time to find new software, and an organization that can at least provide quasi professional support without getting their knickers in a twist.

Bye bye.