How many testers are so concerned with their product's quality that they seek out direct feedback from users? At least one: Jon Bach, director of live-site quality at eBay. Not to get ahead of myself, but later in his presentation Jon shared some eBay user feedback he regularly wades through, and while some was quite descriptive about glitches observed, much of it was basically what you'd expect. One comment said "SITE IS FINE—PROVIDED IT WORKS" (yes, in all caps), and another simply said "please stop!!!!!!!!" (yes, with eight exclamation points). But if it could potentially be a bug-related issue, the comment is investigated.