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So once again we have a brand new feature that has been released to everyone, and a lot of people are up in arms about it. This is more than understandable, the system is buggy and it doesn't work quite right for everyone. But for many people it does work well, and many people do like it. They don't speak up though, because they are happy with it so they don't have as much reason to speak up as the people who are having problems.

Think about the last ten products you bought that you liked and worked well, did you contact the company that made it or leave a review on their website or something of that sort? Now think about the last ten products you bought that you didn't like or were broken or whatever, what did you do? My guess is you complained, either through a review or a return or something of that sort. My point is, unless something is wrong people don't generally speak up. This makes it seem like many more people dislike a new feature than do, because the people that do just aren't speaking up.

That's not to say your points aren't valid if you're having issues, they totally are, but there are better ways to discuss your issues than leaving rage comments on update articles. There's really nothing the staff can do with a rage comment, it doesn't tell them anything. But if you leave a good, constructive comment, there's much more the staff can do with that. A constructive comment allows them to know exactly what your issue is and discuss it. But how do you leave a constructive comment on a new feature? It's much the same as leaving a critique on a piece of artwork.

Bugs
First off, lets talk about bugs a little bit. There will always be bugs with new releases, no matter how long they've been in beta-testing. When things get released new bugs come up because suddenly there's a ton more people using the feature and they all have different browser/computer/internet/browser extension combinations. The staff gets rid of as many bugs as possible during beta testing, but some slip through the cracks. The staff are only human (as far as we know, anyhow ;) ) and things can slip through the cracks.

You also have to realize that there is no magic button that fixes bugs, if there was there wouldn't be bugs. They take time and skill to fix, it doesn't happen overnight. The bugs have to 1)be found, 2)be figured out, 3)be fixed. Some bugs will also take priority over others, for example a bug causing a broken submit button is generally going to be looked into quicker than a bug causing the submit button to be slightly off center. Just because a bug isn't fixed immediately doesn't mean the staff aren't working on it.

If you experience a bug the best thing you can do is report it to the help desk. When you select "Bug Report" from the drop-down you'll be met with a list of instructions on how to try and figure out the bug. If you do these before submitting your ticket you may be able to figure out what's causing your issue and better explain it in your report. It is better to submit a bug to the help desk than just leaving a comment on the update article. A comment about a bug on the new feature article is easily missed and your bug may not be addressed as quickly. A bug report ensures that the staff will see your issue.

When submitting a ticket on a bug please be sure it is actually a bug and not just something you don't understand, or feedback that isn't related to a bug at all! Incorrect reports slow the help desk down and make it harder to get to the real issues. If you're ever unsure if something is a bug or not, I advise visiting the help chat and talking with someone in there about it. They'll be able to help you figure out if what you're experiencing is a bug and what to do about it. You can post your non-bug related feedback on the journal about the feature, your journal, deviations, etc.

"My ticket was marked as resolved but the issue is still there!" Just because a ticket is marked as resolved doesn't mean the issue is fixed, this is usually stated with the ticket but I'm going to put it in this article as well.

Please note that if this ticket is set to resolved this does not  necessarily mean that your issue is fixed, but that there is no further  reason for the ticket to remain open as we have collected all the  necessary information we need in order to look into the situation.


Leaving constructive feedback.
Leaving constructive feedback is a lot like critiquing a piece of artwork, but not everyone knows how to do that, so here's a quick breakdown of how to leave good feedback.
:bulletpink: Start by actually using the feature. I really don't think I should need to say this, but I do. I have seen lots of comments from people who rage about a new feature and then come back a few minutes later and sheepishly admit they actually really like it but hadn't tried it, they were just complaining because everyone else was. I've also seen people who refuse to try a new feature just because everyone else is complaining about it, but they still feel the need to complain as well even though they haven't tried it themselves.
:bulletpink: Report any bugs and report them as discussed in the previous section. Bugs are not part of a feature, they're bugs. They have no reflection on the actual intent of the feature.
:bulletpink: Figure out what you like and don't like. Figure out why. If you can tell the staff WHY you don't like something it will make your comment much more helpful to them then just complaining about the feature.
:bulletpink: Tell them. Leave your comment about what you like, don't like, and why on the journal about the new feature, write your own journal, make a poll, etc.
:bulletpink: Leave suggestions about how you think those parts you don't like could be made better.

Let's take a look at some constructive comments from the newest feature release, the new submit page, to get an idea of what a good comment looks like.
"I didn't have the new submission page until now, so today was my first  time using it. I don't have any complaints. It works just fine for me  and there are a few options that make things easier (like being able to  submit to multiple folders at the same time). The only annoying thing  about it is the color, it would be nice if it could be changed to  deviantart green."-X-Spread-Wings-X (View the comment here.)


"Quicker? No. Its not x.x if anything it takes twice as long...maybe even  triple that time! Its laggy and I'm still waiting for the screen to  change to give me the rest of my options! Mind you, I started trying to  submit my work at 11:39-11:40 and its now 11:48!!! Its not my internet  because every other page I'm loading is snapping right up! Its not even  the rest of deviantart! I'm browsing through art, chatting, faving and  commenting with ease! I had read all the comments before about this when  it was being beta tested and heard testimonials from my friends who had  it and I knew the majority of it was negative! I was willing to give it  the benefit of the doubt cause some days I do like to submit with  stash...mainly cause the preview for the image is bigger...but looking  at it now, experiencing it...they were right so far! Unless these issues  are cleared up I feel this new addition is just going to keep sinking  in the list of failures deviantart has produced

...
I do like that the image is larger when previewing. Big help and I can  actually see if I've grabbed the wrong file (such as a corrected file  opposed to a flawed one). If by some miracle you revamp this and improve  upon it...please keep that.

Submitting to all those folders 8D I  LOVE THAT. I do not have to go back into my gallery and  reorganize...THAT IS JUST BRILLIANT! Keep that."-AllegedStitches ( I have shortened this because of how long it is. You can view the whole comment here.)


"I will start by commending dA on a few features of the new submit  page (which to me is about three months old and has improved since the  initial release). The ability to submit to multiple folders is an improvement  over the old form, the categories are searchable and give a decently  better idea of what is expected per each category, the enlarged  thumbnail is considerably more useful than the... nail-sized thumbnail  of the original page... and most importantly, to me, you can now  retroactively make deviations group-exclusive as well as easily submit  group-exclusive scraps (I love you guys so much for this you have no  idea).

That all said... the page is painfully slow. I imagine by  "quick and easy" you mean "to fill out", which also isn't necessarily  true in practice because it takes some time for it to register that you  uploaded a goddamn image. I am consistently finding, particularly on  slower networks, that the auto-save feature shared between the submit  form and sta.sh delays the submission (and editing) process  considerably. You could probably save so much time (and necessity to  re-upload things) by making that particular feature optional.

Yes.  I want an off button for auto-save. I really really really want an off  button for auto-save. Believe it or not, Firefox has this ingenius  add-on called Lazarus which remembers all the text I type for me.  Amazing, I know. And would you also believe that it doesn't lag?  Absolutely astounding. And by golly, it works on multiple websites.  Imagine that.

Snark aside. Auto-save. I don't want it, I don't need it, and it gets in my way; let me turn it off.

Aside  from that, I will put forth the same complaint you have been receiving  since day one-- change the color of the layout. We all want the  deviantART standard green, give us the deviantART standard green. It's a  color change. How difficult can that honestly be? Or at the very least  do me a favor and change the color behind the thumbnail. You kinda  defeat the purpose of that preview if I can check the transparency at  that stage because your background is white."-Yoriden (View the comment here.)


Those are all good examples of constructive feedback. The first one also shows that you don't need to write a ten paragraph essay to leave constructive feedback, which is an important thing to realize. As long as you are coherent and give constructive feedback the length doesn't really matter. These deviants used the feature, decided what they did and didn't like, explained it in a well organized manner, and told the staff about this in a format the staff can actually use to look over and make decisions about what direction to go.

But the staff don't respond to my comments, so why does it matter?
I'm going to throw in a little personal experience here to try and explain this one. This morning I woke up with around thirty comments and replies about the new submit page in my inbox, only thirty. It took me about half an hour to read through all of them, since I like to read through all my comments/replies before I respond so I can address the urgent ones first. When I actually started replying to all the comments/replies it took me nearly two hours to get through just those thirty. Can you imagine what it's like for the staff who get hundreds at a time? There's no way they can answer every single comment, many of them saying nearly the exact same thing. They have more important things to do, like actually fixing the issues that are occurring. Would you rather they didn't fix the issues quickly, and instead spent hours responding to every single comment? The staff do read over every comment, but they don't have the time to respond to every single one. This doesn't mean your issues aren't being addressed, in fact it means they have a better chance of getting addressed because the staff are delegating their time towards actually fixing them, rather then just telling you they're going to fix them.

Be patient.
Features will be buggy when they come out, they will have rough edges. These aren't things that can be fixed overnight. Give the staff some time to iron things out before you start jumping down their throats with death threats. Not that you should ever do that anyways, but the point is that things need time. The staff didn't intentionally release a system with bugs just so they could sit back and laugh at everyone else who was having issues, they're doing everything they can to find and fix the bugs as fast as they can. You just need to give them a little time. The best thing you can do is leave constructive feedback, file well explained bug reports, and not clog the help desk with feedback that belongs elsewhere.

A breakdown on how to leave constructive feedback on new features and how to handle bugs in new features without leaving rage comments that don't help anyone.
Add a Comment:
 
:iconbalaria:
Balaria Featured By Owner Jan 25, 2013  Hobbyist Writer
Most of the negative feelings I have/had about the new submit page are about how its introduction was handled. dA really handled that part of the thing very poorly by forcing it on people who weren't signed up as beta testers and then absolutely refusing to roll back the test -- even briefly until things were fixed -- when people were unable to upload any art on the website for over a month at a time(for me that problem only lasted a week or so, thankfully, and even then I could bypass it by using two different browsers since one part of the submission process worked with one, and another part with the other).

No matter how you look at it that's just giving the middle finger to your users, especially when they stopped responding to people asking when they were going to be able to use the site for its intended purpose once more or giving any updates on progress.

So I'll give the staff an F for how they handled the whole testing of the page. Had they done a better job of it I bet they'd have a lot less complaining going on now that they've pushed it on everyone.
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:iconprosaix:
prosaix Featured By Owner Jan 24, 2013
But why should I try the new feature before I voice my opinion on it?


:paranoid:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Normally I'd probably find this funny, but after the amount of times I've seen it today I just want to make use of my "Bang Head Here!" wall plaque.
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:iconprosaix:
prosaix Featured By Owner Jan 24, 2013
It's your own fault for scouting the comment section of that journal. :iconteheplz:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Probably true. I have this stupidly overwhelming urge to help people though.
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:icongagbagchen:
GAGBAGCHEN Featured By Owner Jan 24, 2013  Student General Artist
Do you like the more like this feature?
The one that's next to your art piece on the right.
I hate it,I really do,I don't think I would ever live to like it.
It distracts the viewer way to much:P
It should not exist.
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:iconvicexversa:
vicexversa Featured By Owner Jan 24, 2013  Professional Artist
I saw it but I didn't find it bothersome at all. In fact, I found some great art through it, so I'm glad it's there. :)
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
I only just had it enabled for me, so I haven't really seen it or played with it, so I'm not sure what I feel about it yet.
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:iconcapnskusting:
CapnSkusting Featured By Owner Jan 25, 2013  Professional General Artist
If you were able to Enable it, is there any way for me to Unable it?
Seems I have no choice but to have it Enabled.
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 25, 2013  Student General Artist
Nope, there isn't. It's just a staged release thing, so different people are getting it at different times.
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:iconcapnskusting:
CapnSkusting Featured By Owner Jan 25, 2013  Professional General Artist
... and in different ways maybe. Now I'm getting just the "More Like This" link, by itself, with no thumbnails showing. Which is fine by me. I don't mind the link being there, but the thumbs got distracting.
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 25, 2013  Student General Artist
I do wish the thing was lower down, and I don't see the point of it on top of the "more from this artist" box since the new box shows mostly if not all deviations from myself.
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:iconmissvirginia:
Missvirginia Featured By Owner Jan 24, 2013
I often do this. However, the things with the new submit I haven't experience or I don't care if they change it back to the old one. For me, silence is not telling them that I like it, but rather that I don't care. Like with the commission widget, I liked it, so I defended it with the whole 80/20 thing. With this, I don't care if it stays or goes, so I don't say anything.
Overall good article though, I think more people should aspire to actually voice whats wrong/right, and there are many who do, but a lot who don't as well. ^^;
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Thanks.
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:iconvicexversa:
vicexversa Featured By Owner Jan 24, 2013  Professional Artist
Hear hear! :thumbsup:

I don't remember quite as many people bitching about new features as the last 2 years. To me, all the features have been such an improvement, and I've been active here for 8 years. I'm glad dA has taken the time to make these features. It seems like it's now a fashion to go all "revert to the old version" or "make it an option". It's pretty damn annoying and quite disappointing to see so little support.

People need to learn to accept change and to stop judging things without giving it an open-minded chance. :| The majority of other sites don't listen to their users as much as dA does. Just the fact that we are allowed to give so much feedback on these changes should be a reason to at least give it a chance.
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Oh, people always bitch about new features and demand it be returned to the old version. Some get it more than others though.

I agree with your last points.
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:iconelectricjonny:
electricjonny Featured By Owner Jan 24, 2013  Hobbyist Photographer
This new submit is most likely a case of "it's new, I'm not familiar with it, so it's strange and that is why I don't like it" more than "it's a badly designed way to upload art". Like most changes, I bet, give it a few months and people will grow to like it.

That said, I do think that the white skin is a legitimate complaint. Mostly in the fact that no staff member (to my knowledge) has said why certain pages are white. A why can go a long way in helping people understand things, or at least, giving them a context about something. Staff do little about this, and it is a sad thing.

So, for all the complaints, yes, staff might respond to general bug reports and shit, but they do very little to explain the reasoning behind why things like the skin are why they are. I am guessing that some PR staff somewhere is making statements to other staff saying "just cover this, don't respond to that", and it just sickens me.



And for your last statements, I am sorry, but there are staff that cover bugs, and there are staff that do the talking. To say that some people may not get a staff reply because they are trying to fix the bugs, well that seems like nonsense :no: There are paid staff that are here mainly to talk to people and reply to concerns. They are not the ones that fix the bugs. I don't know if there is a department that covers "reading articles and filing bug tickets". But if they are the same staff, then yes, I can see this concern with trying to make sure that all bugs are filed somewhere.

But the staff that respond to people, isn't that mostly what they do here? Perhaps my understanding of how dA departments break down, and who does what, is not that great, but I find that staff reply to certain people and not others to be very odd. I don't quite get it. Why do they respond to some and not others?
Reply
:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
A lot of people are complaining that it's poorly designed and a bad way to upload art though I think that stems out of the whole "it's new and I'm not familiar with it."

I don't like the white either. And a why would be great, I agree. Hopefully we'll get one.

I'm guessing a part of it is they respond to what they see. Everyone but the staff person who wrote whatever article will have to go through the comments manually, rather than in their message center, which can result in things getting missed. And I'm also assuming most staff have a lot of different responsibilities, I'm pretty sure there is no-one dedicated specifically to responding to user concerns.
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:iconelectricjonny:
electricjonny Featured By Owner Jan 24, 2013  Hobbyist Photographer
Huh, I would think that people such as $wreckling/$haldron (the product marketing people? Whatever department they are), are here mostly to talk about features and clear up misunderstandings. Or perhaps they mostly try to focus on journals being released? I am not sure.

In any case, it seems odd that certain staff members can't simply read a journal and answer questions many people raise.



But I don't mean to criticize your journal here. I think you raise some very good points, and it is a good thing :) I just, personally, have some issues that I would like to be read by certain staff.
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
They also do other stuff, such as internally discussing new features, putting together release articles and other big dA articles and other stuff I can't remember from when I applied for their position. XD The do take care of more than just communicating with users though.

I do wish they would do that occasionally, but I can understand why they don't as well. They work on dA all day during which they may not have time to respond, and then when they get home they probably want a break from the site.

It's all good! :hug: I don't mind the criticism.
Reply
:iconelectricjonny:
electricjonny Featured By Owner Jan 24, 2013  Hobbyist Photographer
Heh yeah, I can get that. I think I (along with many others) just get disappointed when we see comments with no staff reply, more so when the comment seems to beg for a staff reply. Of course, we are not staff, so we can't fulfill that need, so we see it and notice it a lot. But still, there is only so much time in a day.
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Understandable.
Reply
:iconvicexversa:
vicexversa Featured By Owner Jan 24, 2013  Professional Artist
You always raise some interesting points and in a constructive way. I wish I saw more comments like yours than people just going all "nooo, haet & raeg".
Reply
:iconelectricjonny:
electricjonny Featured By Owner Jan 24, 2013  Hobbyist Photographer
Thank you for the kind reply :love:
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:iconthorns:
thorns Featured By Owner Jan 24, 2013   Writer
:thumbsup:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
:hug:
Reply
:iconeldru:
eldru Featured By Owner Jan 24, 2013  Hobbyist General Artist
I'M LEAVING EARTH IF DA DOESN'T FIX THE BUGS!!!!111! :iconrageplzz:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Please be sure the door hits you on the way out. XD
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:iconeldru:
eldru Featured By Owner Jan 24, 2013  Hobbyist General Artist
That would work against my overdramatic departure. :noes:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Not if you come back and rage in complaints.
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:iconeldru:
eldru Featured By Owner Jan 24, 2013  Hobbyist General Artist
That's too tiring. I don't know how some manage to do that. :no:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Right? So much effort just to get yelled at and called stupid.
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:iconeldru:
eldru Featured By Owner Jan 24, 2013  Hobbyist General Artist
People are silly at times. :no:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Agreed.
Reply
:iconvanmall:
vanmall Featured By Owner Jan 24, 2013  Hobbyist Digital Artist
Comments on the new submission page journal frustrated me so much and when I wanted to help them or tell them that they should rather make suggestions how to improve things then I got such hate for it. Some people even blocked me, not that it matters really. And their common answer was: "what if we don't want to try to like it!" Well, there's only so much that others can do. :)

I can say that I have reported I think 3 bugs so far. :happybounce:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Right? The second you try and have a conversation with them they attack you and say you're a horrible person trying to force your opinion down their throats. Conversation=/=forcing you to agree with me. We couldn't even really have much of a conversation if both sides just sat there agreeing with each other.

I actually haven't experienced any bugs, but I haven't used it much since I don't submit a ton of stuff.
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:iconvanmall:
vanmall Featured By Owner Jan 25, 2013  Hobbyist Digital Artist
Well, it's their opinion that we are horrible for trying to help them but what they have to realize is that it won't get better until they give it a chance. Not only with new submission page but with everything in life.
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 25, 2013  Student General Artist
Yep.
Reply
:icontehangelscry:
TehAngelsCry Featured By Owner Jan 24, 2013  Professional Interface Designer
Very informative, and a good reminder for everyone :clap:
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:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Thanks. :hug:
Reply
:icondekoradum:
dekorAdum Featured By Owner Jan 24, 2013  Hobbyist Photographer
:clap:
Reply
:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Thanks.
Reply
:icondekoradum:
dekorAdum Featured By Owner Jan 24, 2013  Hobbyist Photographer
No problem :)
Reply
:iconneurotype:
neurotype Featured By Owner Jan 24, 2013  Hobbyist General Artist
Seriously, I have yet to see a single release on any site that went off without causing problems for some subset of users. You just can't cover all the bases.
Reply
:iconthiefoworld:
Thiefoworld Featured By Owner Jan 24, 2013
Neruo pls, that will never happen :icondolanplz:
Reply
:iconneurotype:
neurotype Featured By Owner Jan 24, 2013  Hobbyist General Artist
ackualy iz gooby :icongoobyplz:
Reply
:iconbradleysays:
bradleysays Featured By Owner Jan 24, 2013
gooby pls gags iz beta :icongagsplz:
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:iconneurotype:
neurotype Featured By Owner Jan 24, 2013  Hobbyist General Artist
no i leik brotny spars
Reply
:iconkatara-alchemist:
Katara-Alchemist Featured By Owner Jan 24, 2013  Student General Artist
Agreed.
Reply
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