PDA

View Full Version : Trade-in of recent Squeezebox for Squeezebox2 ?



Jim's Public email
2005-03-10, 02:00
After being subscribed to these lists for over a year, and never
making a post I've got some catching up to do.....

Tim,

To make you feel better or at least send you to sleep :P here is my story.......

I'm from the UK but right now live in a country where anything that
gets imported gets taxed, and taxed heavily. I was even thinking one
day of getting a overseas friend to send me a empty box to screw
customs over, then realised the rumours they tax carboard are true!

About one and a half years ago thanks to my grandmother I bought a
SlimMP3. It arrived and I had to pay something like US$100 in import
duties, not to mention the additional postage.

Upon recieving it when going to the website to check for software
updates that very day (I had checked the day before) the whole site
had changed and was advertising the brand new SqueezeBox. "#@*.....!
*&@#...."

I moaned to myself for a while as I normally do and then moaned about
the fact I had just got an out of date product and to be honest if I'd
have been cunning and not had all the hassles of returning it within
the 30-day period I would of packed it up, gone down to the post
office, taken advantage of the no-questions returns policy and sent it
back for refund. Paying yet more sky-high international postage,
filling in special export/import forms, waiting for credit card
refund, buying a SqueezeBox, wating for delivery, paying another lot
of import tax, having a fear of sellotape & pensioners etc....... made
me realise it wasn't worth doing.

Still I was just happy to have it. All my original CD's are in the
UK, so being able to remotely control, select and hear 320kbps MP3's
coming out of my hi-fi was wonderful. That's all I wanted back then -
at that time my experience of Internet Radio was worse than my
experience of Windows ME and I thought wireless networking was some
fancy term a radio salesman used to impress the ladies. When I saw
the "Buy Now" button that's what I wanted to do, at that time it was
the right decision. I got what I wanted when I paid for it. Would be
on par with you if I ended here.....but it gets worse.....

About 2 months ago I discovered FLAC and took my daughter out of
school and bought a pet monkey so they could spend a whole month
re-ripping all my music. Thanks to FLAC I had lossless copies of my
music, my daughter had learned 4 letters of the alphabet and my monkey
now knew how to operate 2 lossless encoders (however I'd be lying if I
told you FLAC was his preferred format).

Also thanks to FLAC I now had the perfect excuse to buy a Squeezebox
and develop a new strange obsession, this time for audio fingerprints.
So I got the Squeezebox which involved paying more sky-high postage
and tax. Despite the fact that this package was wrapped in more
sellotape than the last I was actually on and listening to Cloud Nine
in true lossless audio (RIP George). Plus Internet Radio actually did
what it said. I'd not had such a easy to use and rewarding technology
experience since I saw the "It's Now Safe To Turn Off Your Computer"
message back in 1995.

I have still not decided what to do with my old SlimMP3 - sell it or
buy a mini-hifi and use it in the dungeon?

Now with history's strange way of repeating itself imagine how I felt
a few days ago learning about the Squeezebox2 - just 2 months after
buying the SB1. I shouldn't have read the specs on it - FLAC related
features, serverless internet radio....this was even more tempting
than trying to lick my own elbow....Even worse was I looked at the
photos. Seeing those "analog" VU meters made my eyes widen, reading
the specs made my ears and other body parts twitch and not seeing a
"Upgrade your SB1 to a SB2 for $50" sign made my stomach start fearing
a frugal diet of just pasta, monkey and water.

My eyes/ears are saying buy it. My brain is saying "You can't afford
it", "Those new features are not essential". This time Granny cannot
help me as she was sold to pay for my initial SlimMP3 purchase. I
went to see my Doctor for help but was told I needed at least 1 kidney
to live having sold the other to pay for the SB1. Yes I was a bit
frustrated, but hey that's life.

Just like I was doing last week I can manage perfectly well with the
SB1 as long as I take my tablets. The SB1 was 10/10 rating for me
last week, now it's 9/10 as I can't give the SB2 11/10 unless I go all
Spinal Tap on the ratings system!

It's not SlimDevices fault I bought when I did, it's not really mine
either. It's just unlucky. Do I cry and moan in emails about it? Or
do I just sit and laugh to myself about it and turn what was supposed
to be a quick response into a overly-long novel?

I've learned if I'm gonna get a SB2 I had better do it now, because in
1 years time if I get one with my luck a SB3 will appear 1 month after
purchase. Personally I am sure I have psychic powers and this is my
way of predicting new Slimdevices products.

You have to remember that whilst it's quite possibly the most sexy
piece of electronics ever invented - that is all it is. It's not
cheap, but you didn't have to remortgage your house to buy it. In
your case nobody was physically hurt, nobody died. You just got
unlucky. Get over it, keep what you've got or sell and upgrade.

But please don't post to these newsgroups trying to look for answers
and solutions from the Slim team or to vent you anger at them.
They're not a evil money-chasing empire who only give the impression
of being a nice, open "we care" company who listen to their customers.
I believe they really do care, obviously they care about making money
but they also know that most of their business is obvioulsy generated
by a great product, word of mouth, the openness of the product and the
great support. They might fit into the same crossword space but Slim
are not another Sony - if you want further proof check the website, do
you see any robotic dogs?

However cool/nice/open/warm/welcoming someone is it's not fair to take
advantage of their traits and expect them to solve your misfortunes.
As the reply to you said, a line has to be drawn somewhere - at least
you got a human reply. Before the SB2 launch they could of stopped
selling the SB1, gone on holiday and not sold anything for a month -
but then you'd be complaining that you cannot buy one, we'd all be
complaining there was noone from the complaints department to play
online tic-tac-toe with and they'd all be complaining of sunburn.

Nobody gets an easy ride from me so either Slim got lucky, their PR
departments mind-control experiements are working well (never look at
the Slim display for more than 32 seconds) or I genuinely respect
their ethics and love the products they produce - even when they
become instantly "obsolete" after they've cunningly delayed the next
product launch until just after I've ordered.

So other than the practical solution of keeping or selling/upgrading,
if you're still upset then you could go down the pub and just hope the
beer you get is not the funny tasting stuff from the bottom of the
barrel :D



/Jim
Obviously bored contender for title of unluckiest SlimDevices customer



> Hello Timothy,
>
> Unfortunately we do not have any trade in programs for our products.
> It is always difficult to make a smooth transition to a new product,
> and as you said, you have to draw the line somewhere. And in fairness
> to other customers, we need to be consistent with this policy. Please
> let me know if you have any other questions.
>
> Kind Regards,
>
> Brian Helmle
>
> --
> Brian Helmle
> Sales and Shipping
> Slim Devices
> brian (AT) slimdevices (DOT) com
> (650) 210-9400
>
> From: Timothy Knight Nelson <tknelson (AT) slac (DOT) stanford.edu>
>> Date: March 9, 2005 10:57:41 AM PST
>> To: sadams (AT) slimdevices (DOT) com
>> Subject: Trade-in of recent Squeezebox for Squeezebox2 ?
>>
>> Dear Sean,
>>
>> First off, thanks for making a great product. Despite my
>> frustrations, I think you have a winner here and I wish you all the
>> best. My story in brief...
>>
>> I received a Wireless Squeezebox in late January with the intention
>> of ripping my entire CD library to Apple Lossless (several hundred
>> CDs) on a dedicated disk and serving them across my wireless network
>> to my stereo. Along the way, I discovered that trying to stream
>> Apple Lossless across an 802.11b network (even with great reception)
>> results in a lot of dropouts, even with almost no other traffic on
>> the network. So, after much cursing at having paid for the wireless
>> version, I started drilling holes and installing network cables.
>> After placing the Squeezebox on the wired network, things are
>> smoother but I still have occasional dropouts, especially when there
>> is other activity on the network. Although there has been some
>> cursing at not having 10/100 in the Squeezebox (like pretty much
>> every other cheap networked item on the market in the past few years)
>> I decided I could live with it: I really like it on the whole, and
>> there is no other option that comes close.
>>
>> So, naturally I am dismayed to surf to your site today and discover
>> the dawn of the Squeezebox 2. If I were serving out mp3, I wouldn't
>> care less, but the faster connectivity of the new unit is exactly
>> what I need for this application. Clearly, if it were within 30 days
>> of my ship-date (Jan 20) this thing would be back in the mail to you
>> already: but I am now just beyond that horizon. I understand you
>> have to draw the line somewhere, but I'd be willing to pay some kind
>> of upgrade or trade-in fee to get a V2 unit, since this one will
>> continue to be a source of frustration here.
>>
>> So, the question: is there any chance you can offer a trade-in or
>> upgrade on recently purchased (e.g. since Jan. 1?) Squeezeboxes? I
>> believe it is in your long-term best interest to take care of
>> customers that are in my situation: a big part of choosing the
>> Squeezebox over your rivals at Roku was your respective reputations
>> for customer service.
>>
>> Best Regards,
>> Dr. Tim Nelson
>> Stanford Linear Accelerator Center
>

Timothy Knight Nelson
2005-03-10, 09:57
Jim,

Very cute. I probably never would have posted at all, but after
reading Sean's welcoming "write me if you have any questions" in the
SB2 announce and writing a very polite letter of inquiry to him, I was
a little miffed to receive an almost-form-letter from shipping and
sales (who I did *not* include when sending that message) and nothing
from Sean, who is happily posting the day away with all of the SB2
fans.

Not likely I'll sell my SB1 on eBay soon: looks like a glut there, a
wait for an SB2 and still some problems with the new software. Not to
mention the fact that if I buy now, Apple will no doubt release their
long-rumored "media hub" in a month and a day ;-)

Cheers,
Tim

On Mar 10, 2005, at 1:00 AM, Jim's Public email wrote:

> After being subscribed to these lists for over a year, and never
> making a post I've got some catching up to do.....
>
> Tim,
>
> To make you feel better or at least send you to sleep :P here is my
> story......
>
> I'm from the UK but right now live in a country where anything that
> gets imported gets taxed, and taxed heavily. I was even thinking one
> day of getting a overseas friend to send me a empty box to screw
> customs over, then realised the rumours they tax carboard are true!
>
> About one and a half years ago thanks to my grandmother I bought a
> SlimMP3. It arrived and I had to pay something like US$100 in import
> duties, not to mention the additional postage.
>
> Upon recieving it when going to the website to check for software
> updates that very day (I had checked the day before) the whole site
> had changed and was advertising the brand new SqueezeBox. "#@*.....!
> *&@#...."
>
> I moaned to myself for a while as I normally do and then moaned about
> the fact I had just got an out of date product and to be honest if I'd
> have been cunning and not had all the hassles of returning it within
> the 30-day period I would of packed it up, gone down to the post
> office, taken advantage of the no-questions returns policy and sent it
> back for refund. Paying yet more sky-high international postage,
> filling in special export/import forms, waiting for credit card
> refund, buying a SqueezeBox, wating for delivery, paying another lot
> of import tax, having a fear of sellotape & pensioners etc....... made
> me realise it wasn't worth doing.
>
> Still I was just happy to have it. All my original CD's are in the
> UK, so being able to remotely control, select and hear 320kbps MP3's
> coming out of my hi-fi was wonderful. That's all I wanted back then -
> at that time my experience of Internet Radio was worse than my
> experience of Windows ME and I thought wireless networking was some
> fancy term a radio salesman used to impress the ladies. When I saw
> the "Buy Now" button that's what I wanted to do, at that time it was
> the right decision. I got what I wanted when I paid for it. Would be
> on par with you if I ended here.....but it gets worse.....
>
> About 2 months ago I discovered FLAC and took my daughter out of
> school and bought a pet monkey so they could spend a whole month
> re-ripping all my music. Thanks to FLAC I had lossless copies of my
> music, my daughter had learned 4 letters of the alphabet and my monkey
> now knew how to operate 2 lossless encoders (however I'd be lying if I
> told you FLAC was his preferred format).
>
> Also thanks to FLAC I now had the perfect excuse to buy a Squeezebox
> and develop a new strange obsession, this time for audio fingerprints.
> So I got the Squeezebox which involved paying more sky-high postage
> and tax. Despite the fact that this package was wrapped in more
> sellotape than the last I was actually on and listening to Cloud Nine
> in true lossless audio (RIP George). Plus Internet Radio actually did
> what it said. I'd not had such a easy to use and rewarding technology
> experience since I saw the "It's Now Safe To Turn Off Your Computer"
> message back in 1995.
>
> I have still not decided what to do with my old SlimMP3 - sell it or
> buy a mini-hifi and use it in the dungeon?
>
> Now with history's strange way of repeating itself imagine how I felt
> a few days ago learning about the Squeezebox2 - just 2 months after
> buying the SB1. I shouldn't have read the specs on it - FLAC related
> features, serverless internet radio....this was even more tempting
> than trying to lick my own elbow....Even worse was I looked at the
> photos. Seeing those "analog" VU meters made my eyes widen, reading
> the specs made my ears and other body parts twitch and not seeing a
> "Upgrade your SB1 to a SB2 for $50" sign made my stomach start fearing
> a frugal diet of just pasta, monkey and water.
>
> My eyes/ears are saying buy it. My brain is saying "You can't afford
> it", "Those new features are not essential". This time Granny cannot
> help me as she was sold to pay for my initial SlimMP3 purchase. I
> went to see my Doctor for help but was told I needed at least 1 kidney
> to live having sold the other to pay for the SB1. Yes I was a bit
> frustrated, but hey that's life.
>
> Just like I was doing last week I can manage perfectly well with the
> SB1 as long as I take my tablets. The SB1 was 10/10 rating for me
> last week, now it's 9/10 as I can't give the SB2 11/10 unless I go all
> Spinal Tap on the ratings system!
>
> It's not SlimDevices fault I bought when I did, it's not really mine
> either. It's just unlucky. Do I cry and moan in emails about it? Or
> do I just sit and laugh to myself about it and turn what was supposed
> to be a quick response into a overly-long novel?
>
> I've learned if I'm gonna get a SB2 I had better do it now, because in
> 1 years time if I get one with my luck a SB3 will appear 1 month after
> purchase. Personally I am sure I have psychic powers and this is my
> way of predicting new Slimdevices products.
>
> You have to remember that whilst it's quite possibly the most sexy
> piece of electronics ever invented - that is all it is. It's not
> cheap, but you didn't have to remortgage your house to buy it. In
> your case nobody was physically hurt, nobody died. You just got
> unlucky. Get over it, keep what you've got or sell and upgrade.
>
> But please don't post to these newsgroups trying to look for answers
> and solutions from the Slim team or to vent you anger at them.
> They're not a evil money-chasing empire who only give the impression
> of being a nice, open "we care" company who listen to their customers.
> I believe they really do care, obviously they care about making money
> but they also know that most of their business is obvioulsy generated
> by a great product, word of mouth, the openness of the product and the
> great support. They might fit into the same crossword space but Slim
> are not another Sony - if you want further proof check the website, do
> you see any robotic dogs?
>
> However cool/nice/open/warm/welcoming someone is it's not fair to take
> advantage of their traits and expect them to solve your misfortunes.
> As the reply to you said, a line has to be drawn somewhere - at least
> you got a human reply. Before the SB2 launch they could of stopped
> selling the SB1, gone on holiday and not sold anything for a month -
> but then you'd be complaining that you cannot buy one, we'd all be
> complaining there was noone from the complaints department to play
> online tic-tac-toe with and they'd all be complaining of sunburn.
>
> Nobody gets an easy ride from me so either Slim got lucky, their PR
> departments mind-control experiements are working well (never look at
> the Slim display for more than 32 seconds) or I genuinely respect
> their ethics and love the products they produce - even when they
> become instantly "obsolete" after they've cunningly delayed the next
> product launch until just after I've ordered.
>
> So other than the practical solution of keeping or selling/upgrading,
> if you're still upset then you could go down the pub and just hope the
> beer you get is not the funny tasting stuff from the bottom of the
> barrel :D
>
>
>
> /Jim
> Obviously bored contender for title of unluckiest SlimDevices customer
>
>
>
>> Hello Timothy,
>>
>> Unfortunately we do not have any trade in programs for our products.
>> It is always difficult to make a smooth transition to a new product,
>> and as you said, you have to draw the line somewhere. And in fairness
>> to other customers, we need to be consistent with this policy. Please
>> let me know if you have any other questions.
>>
>> Kind Regards,
>>
>> Brian Helmle
>>
>> --
>> Brian Helmle
>> Sales and Shipping
>> Slim Devices
>> brian (AT) slimdevices (DOT) com
>> (650) 210-9400
>>
>> From: Timothy Knight Nelson <tknelson (AT) slac (DOT) stanford.edu>
>>> Date: March 9, 2005 10:57:41 AM PST
>>> To: sadams (AT) slimdevices (DOT) com
>>> Subject: Trade-in of recent Squeezebox for Squeezebox2 ?
>>>
>>> Dear Sean,
>>>
>>> First off, thanks for making a great product. Despite my
>>> frustrations, I think you have a winner here and I wish you all the
>>> best. My story in brief...
>>>
>>> I received a Wireless Squeezebox in late January with the intention
>>> of ripping my entire CD library to Apple Lossless (several hundred
>>> CDs) on a dedicated disk and serving them across my wireless network
>>> to my stereo. Along the way, I discovered that trying to stream
>>> Apple Lossless across an 802.11b network (even with great reception)
>>> results in a lot of dropouts, even with almost no other traffic on
>>> the network. So, after much cursing at having paid for the wireless
>>> version, I started drilling holes and installing network cables.
>>> After placing the Squeezebox on the wired network, things are
>>> smoother but I still have occasional dropouts, especially when there
>>> is other activity on the network. Although there has been some
>>> cursing at not having 10/100 in the Squeezebox (like pretty much
>>> every other cheap networked item on the market in the past few years)
>>> I decided I could live with it: I really like it on the whole, and
>>> there is no other option that comes close.
>>>
>>> So, naturally I am dismayed to surf to your site today and discover
>>> the dawn of the Squeezebox 2. If I were serving out mp3, I wouldn't
>>> care less, but the faster connectivity of the new unit is exactly
>>> what I need for this application. Clearly, if it were within 30 days
>>> of my ship-date (Jan 20) this thing would be back in the mail to you
>>> already: but I am now just beyond that horizon. I understand you
>>> have to draw the line somewhere, but I'd be willing to pay some kind
>>> of upgrade or trade-in fee to get a V2 unit, since this one will
>>> continue to be a source of frustration here.
>>>
>>> So, the question: is there any chance you can offer a trade-in or
>>> upgrade on recently purchased (e.g. since Jan. 1?) Squeezeboxes? I
>>> believe it is in your long-term best interest to take care of
>>> customers that are in my situation: a big part of choosing the
>>> Squeezebox over your rivals at Roku was your respective reputations
>>> for customer service.
>>>
>>> Best Regards,
>>> Dr. Tim Nelson
>>> Stanford Linear Accelerator Center
>>
>

seanadams
2005-03-10, 10:14
I received several hundred replies to the announcement and am still
answering them.

All sales questions went to sales, because that's who has the data
about when and what you purchased, if you're in the 30-day
no-questions-asked return period, etc.

Most technical questions I answered myself, and some went to our
support dept if I thought they could answer it better.

It takes more than one person to do all of this.



On Mar 10, 2005, at 8:57 AM, Timothy Knight Nelson wrote:

> Jim,
>
> Very cute. I probably never would have posted at all, but after
> reading Sean's welcoming "write me if you have any questions" in the
> SB2 announce and writing a very polite letter of inquiry to him, I was
> a little miffed to receive an almost-form-letter from shipping and
> sales (who I did *not* include when sending that message) and nothing
> from Sean, who is happily posting the day away with all of the SB2
> fans.
>
> Not likely I'll sell my SB1 on eBay soon: looks like a glut there, a
> wait for an SB2 and still some problems with the new software. Not to
> mention the fact that if I buy now, Apple will no doubt release their
> long-rumored "media hub" in a month and a day ;-)
>
> Cheers,
> Tim
>
> On Mar 10, 2005, at 1:00 AM, Jim's Public email wrote:
>
>> After being subscribed to these lists for over a year, and never
>> making a post I've got some catching up to do.....
>>
>> Tim,
>>
>> To make you feel better or at least send you to sleep :P here is my
>> story......
>>
>> I'm from the UK but right now live in a country where anything that
>> gets imported gets taxed, and taxed heavily. I was even thinking one
>> day of getting a overseas friend to send me a empty box to screw
>> customs over, then realised the rumours they tax carboard are true!
>>
>> About one and a half years ago thanks to my grandmother I bought a
>> SlimMP3. It arrived and I had to pay something like US$100 in import
>> duties, not to mention the additional postage.
>>
>> Upon recieving it when going to the website to check for software
>> updates that very day (I had checked the day before) the whole site
>> had changed and was advertising the brand new SqueezeBox. "#@*.....!
>> *&@#...."
>>
>> I moaned to myself for a while as I normally do and then moaned about
>> the fact I had just got an out of date product and to be honest if I'd
>> have been cunning and not had all the hassles of returning it within
>> the 30-day period I would of packed it up, gone down to the post
>> office, taken advantage of the no-questions returns policy and sent it
>> back for refund. Paying yet more sky-high international postage,
>> filling in special export/import forms, waiting for credit card
>> refund, buying a SqueezeBox, wating for delivery, paying another lot
>> of import tax, having a fear of sellotape & pensioners etc....... made
>> me realise it wasn't worth doing.
>>
>> Still I was just happy to have it. All my original CD's are in the
>> UK, so being able to remotely control, select and hear 320kbps MP3's
>> coming out of my hi-fi was wonderful. That's all I wanted back then -
>> at that time my experience of Internet Radio was worse than my
>> experience of Windows ME and I thought wireless networking was some
>> fancy term a radio salesman used to impress the ladies. When I saw
>> the "Buy Now" button that's what I wanted to do, at that time it was
>> the right decision. I got what I wanted when I paid for it. Would be
>> on par with you if I ended here.....but it gets worse.....
>>
>> About 2 months ago I discovered FLAC and took my daughter out of
>> school and bought a pet monkey so they could spend a whole month
>> re-ripping all my music. Thanks to FLAC I had lossless copies of my
>> music, my daughter had learned 4 letters of the alphabet and my monkey
>> now knew how to operate 2 lossless encoders (however I'd be lying if I
>> told you FLAC was his preferred format).
>>
>> Also thanks to FLAC I now had the perfect excuse to buy a Squeezebox
>> and develop a new strange obsession, this time for audio fingerprints.
>> So I got the Squeezebox which involved paying more sky-high postage
>> and tax. Despite the fact that this package was wrapped in more
>> sellotape than the last I was actually on and listening to Cloud Nine
>> in true lossless audio (RIP George). Plus Internet Radio actually did
>> what it said. I'd not had such a easy to use and rewarding technology
>> experience since I saw the "It's Now Safe To Turn Off Your Computer"
>> message back in 1995.
>>
>> I have still not decided what to do with my old SlimMP3 - sell it or
>> buy a mini-hifi and use it in the dungeon?
>>
>> Now with history's strange way of repeating itself imagine how I felt
>> a few days ago learning about the Squeezebox2 - just 2 months after
>> buying the SB1. I shouldn't have read the specs on it - FLAC related
>> features, serverless internet radio....this was even more tempting
>> than trying to lick my own elbow....Even worse was I looked at the
>> photos. Seeing those "analog" VU meters made my eyes widen, reading
>> the specs made my ears and other body parts twitch and not seeing a
>> "Upgrade your SB1 to a SB2 for $50" sign made my stomach start fearing
>> a frugal diet of just pasta, monkey and water.
>>
>> My eyes/ears are saying buy it. My brain is saying "You can't afford
>> it", "Those new features are not essential". This time Granny cannot
>> help me as she was sold to pay for my initial SlimMP3 purchase. I
>> went to see my Doctor for help but was told I needed at least 1 kidney
>> to live having sold the other to pay for the SB1. Yes I was a bit
>> frustrated, but hey that's life.
>>
>> Just like I was doing last week I can manage perfectly well with the
>> SB1 as long as I take my tablets. The SB1 was 10/10 rating for me
>> last week, now it's 9/10 as I can't give the SB2 11/10 unless I go all
>> Spinal Tap on the ratings system!
>>
>> It's not SlimDevices fault I bought when I did, it's not really mine
>> either. It's just unlucky. Do I cry and moan in emails about it? Or
>> do I just sit and laugh to myself about it and turn what was supposed
>> to be a quick response into a overly-long novel?
>>
>> I've learned if I'm gonna get a SB2 I had better do it now, because in
>> 1 years time if I get one with my luck a SB3 will appear 1 month after
>> purchase. Personally I am sure I have psychic powers and this is my
>> way of predicting new Slimdevices products.
>>
>> You have to remember that whilst it's quite possibly the most sexy
>> piece of electronics ever invented - that is all it is. It's not
>> cheap, but you didn't have to remortgage your house to buy it. In
>> your case nobody was physically hurt, nobody died. You just got
>> unlucky. Get over it, keep what you've got or sell and upgrade.
>>
>> But please don't post to these newsgroups trying to look for answers
>> and solutions from the Slim team or to vent you anger at them.
>> They're not a evil money-chasing empire who only give the impression
>> of being a nice, open "we care" company who listen to their customers.
>> I believe they really do care, obviously they care about making money
>> but they also know that most of their business is obvioulsy generated
>> by a great product, word of mouth, the openness of the product and the
>> great support. They might fit into the same crossword space but Slim
>> are not another Sony - if you want further proof check the website, do
>> you see any robotic dogs?
>>
>> However cool/nice/open/warm/welcoming someone is it's not fair to take
>> advantage of their traits and expect them to solve your misfortunes.
>> As the reply to you said, a line has to be drawn somewhere - at least
>> you got a human reply. Before the SB2 launch they could of stopped
>> selling the SB1, gone on holiday and not sold anything for a month -
>> but then you'd be complaining that you cannot buy one, we'd all be
>> complaining there was noone from the complaints department to play
>> online tic-tac-toe with and they'd all be complaining of sunburn.
>>
>> Nobody gets an easy ride from me so either Slim got lucky, their PR
>> departments mind-control experiements are working well (never look at
>> the Slim display for more than 32 seconds) or I genuinely respect
>> their ethics and love the products they produce - even when they
>> become instantly "obsolete" after they've cunningly delayed the next
>> product launch until just after I've ordered.
>>
>> So other than the practical solution of keeping or selling/upgrading,
>> if you're still upset then you could go down the pub and just hope the
>> beer you get is not the funny tasting stuff from the bottom of the
>> barrel :D
>>
>>
>>
>> /Jim
>> Obviously bored contender for title of unluckiest SlimDevices customer
>>
>>
>>
>>> Hello Timothy,
>>>
>>> Unfortunately we do not have any trade in programs for our products.
>>> It is always difficult to make a smooth transition to a new product,
>>> and as you said, you have to draw the line somewhere. And in
>>> fairness
>>> to other customers, we need to be consistent with this policy.
>>> Please
>>> let me know if you have any other questions.
>>>
>>> Kind Regards,
>>>
>>> Brian Helmle
>>>
>>> --
>>> Brian Helmle
>>> Sales and Shipping
>>> Slim Devices
>>> brian (AT) slimdevices (DOT) com
>>> (650) 210-9400
>>>
>>> From: Timothy Knight Nelson <tknelson (AT) slac (DOT) stanford.edu>
>>>> Date: March 9, 2005 10:57:41 AM PST
>>>> To: sadams (AT) slimdevices (DOT) com
>>>> Subject: Trade-in of recent Squeezebox for Squeezebox2 ?
>>>>
>>>> Dear Sean,
>>>>
>>>> First off, thanks for making a great product. Despite my
>>>> frustrations, I think you have a winner here and I wish you all the
>>>> best. My story in brief...
>>>>
>>>> I received a Wireless Squeezebox in late January with the intention
>>>> of ripping my entire CD library to Apple Lossless (several hundred
>>>> CDs) on a dedicated disk and serving them across my wireless network
>>>> to my stereo. Along the way, I discovered that trying to stream
>>>> Apple Lossless across an 802.11b network (even with great reception)
>>>> results in a lot of dropouts, even with almost no other traffic on
>>>> the network. So, after much cursing at having paid for the wireless
>>>> version, I started drilling holes and installing network cables.
>>>> After placing the Squeezebox on the wired network, things are
>>>> smoother but I still have occasional dropouts, especially when there
>>>> is other activity on the network. Although there has been some
>>>> cursing at not having 10/100 in the Squeezebox (like pretty much
>>>> every other cheap networked item on the market in the past few
>>>> years)
>>>> I decided I could live with it: I really like it on the whole, and
>>>> there is no other option that comes close.
>>>>
>>>> So, naturally I am dismayed to surf to your site today and discover
>>>> the dawn of the Squeezebox 2. If I were serving out mp3, I wouldn't
>>>> care less, but the faster connectivity of the new unit is exactly
>>>> what I need for this application. Clearly, if it were within 30 days
>>>> of my ship-date (Jan 20) this thing would be back in the mail to you
>>>> already: but I am now just beyond that horizon. I understand you
>>>> have to draw the line somewhere, but I'd be willing to pay some kind
>>>> of upgrade or trade-in fee to get a V2 unit, since this one will
>>>> continue to be a source of frustration here.
>>>>
>>>> So, the question: is there any chance you can offer a trade-in or
>>>> upgrade on recently purchased (e.g. since Jan. 1?) Squeezeboxes? I
>>>> believe it is in your long-term best interest to take care of
>>>> customers that are in my situation: a big part of choosing the
>>>> Squeezebox over your rivals at Roku was your respective reputations
>>>> for customer service.
>>>>
>>>> Best Regards,
>>>> Dr. Tim Nelson
>>>> Stanford Linear Accelerator Center
>>>
>>

Timothy Knight Nelson
2005-03-10, 10:39
Sean,

I understand that, but when you solicit personal email and queue it to
other departments while responding to threads that don't even directly
address you here... don't you think that is a little backwards? It's
not that you don't care: it's that it *seems* like you don't care.
Even a couple of lines expressing minor sympathy, explaining your
policy and pointing out the "PONY" deal (which your sales person did
not) would have diffused my frustration, while feeling intentionally
ignored intensified it. If that is too much, then you need to rethink
inviting such interaction with your customers. Unfortunately, as your
little venture grows with (hopefully) continued success, you are going
to face a changing role, one that may be a lot less fun than when you
started. Such is the nature of success.

For my part, I apologize if I have offended you or anyone else here,
and appreciate the time you all spent in sharing your perspectives. My
sleep-deprived state made the grapes a bit more sour than usual.

All the Best,
Tim

On Mar 10, 2005, at 9:14 AM, Sean Adams wrote:

>
> I received several hundred replies to the announcement and am still
> answering them.
>
> All sales questions went to sales, because that's who has the data
> about when and what you purchased, if you're in the 30-day
> no-questions-asked return period, etc.
>
> Most technical questions I answered myself, and some went to our
> support dept if I thought they could answer it better.
>
> It takes more than one person to do all of this.
>
>
>
> On Mar 10, 2005, at 8:57 AM, Timothy Knight Nelson wrote:
>
>> Jim,
>>
>> Very cute. I probably never would have posted at all, but after
>> reading Sean's welcoming "write me if you have any questions" in the
>> SB2 announce and writing a very polite letter of inquiry to him, I
>> was a little miffed to receive an almost-form-letter from shipping
>> and sales (who I did *not* include when sending that message) and
>> nothing from Sean, who is happily posting the day away with all of
>> the SB2 fans.
>>
>> Not likely I'll sell my SB1 on eBay soon: looks like a glut there, a
>> wait for an SB2 and still some problems with the new software. Not
>> to mention the fact that if I buy now, Apple will no doubt release
>> their long-rumored "media hub" in a month and a day ;-)
>>
>> Cheers,
>> Tim
>>
>> On Mar 10, 2005, at 1:00 AM, Jim's Public email wrote:
>>
>>> After being subscribed to these lists for over a year, and never
>>> making a post I've got some catching up to do.....
>>>
>>> Tim,
>>>
>>> To make you feel better or at least send you to sleep :P here is my
>>> story......
>>>
>>> I'm from the UK but right now live in a country where anything that
>>> gets imported gets taxed, and taxed heavily. I was even thinking one
>>> day of getting a overseas friend to send me a empty box to screw
>>> customs over, then realised the rumours they tax carboard are true!
>>>
>>> About one and a half years ago thanks to my grandmother I bought a
>>> SlimMP3. It arrived and I had to pay something like US$100 in import
>>> duties, not to mention the additional postage.
>>>
>>> Upon recieving it when going to the website to check for software
>>> updates that very day (I had checked the day before) the whole site
>>> had changed and was advertising the brand new SqueezeBox. "#@*.....!
>>> *&@#...."
>>>
>>> I moaned to myself for a while as I normally do and then moaned about
>>> the fact I had just got an out of date product and to be honest if
>>> I'd
>>> have been cunning and not had all the hassles of returning it within
>>> the 30-day period I would of packed it up, gone down to the post
>>> office, taken advantage of the no-questions returns policy and sent
>>> it
>>> back for refund. Paying yet more sky-high international postage,
>>> filling in special export/import forms, waiting for credit card
>>> refund, buying a SqueezeBox, wating for delivery, paying another lot
>>> of import tax, having a fear of sellotape & pensioners etc.......
>>> made
>>> me realise it wasn't worth doing.
>>>
>>> Still I was just happy to have it. All my original CD's are in the
>>> UK, so being able to remotely control, select and hear 320kbps MP3's
>>> coming out of my hi-fi was wonderful. That's all I wanted back then
>>> -
>>> at that time my experience of Internet Radio was worse than my
>>> experience of Windows ME and I thought wireless networking was some
>>> fancy term a radio salesman used to impress the ladies. When I saw
>>> the "Buy Now" button that's what I wanted to do, at that time it was
>>> the right decision. I got what I wanted when I paid for it. Would
>>> be
>>> on par with you if I ended here.....but it gets worse.....
>>>
>>> About 2 months ago I discovered FLAC and took my daughter out of
>>> school and bought a pet monkey so they could spend a whole month
>>> re-ripping all my music. Thanks to FLAC I had lossless copies of my
>>> music, my daughter had learned 4 letters of the alphabet and my
>>> monkey
>>> now knew how to operate 2 lossless encoders (however I'd be lying if
>>> I
>>> told you FLAC was his preferred format).
>>>
>>> Also thanks to FLAC I now had the perfect excuse to buy a Squeezebox
>>> and develop a new strange obsession, this time for audio
>>> fingerprints.
>>> So I got the Squeezebox which involved paying more sky-high postage
>>> and tax. Despite the fact that this package was wrapped in more
>>> sellotape than the last I was actually on and listening to Cloud Nine
>>> in true lossless audio (RIP George). Plus Internet Radio actually
>>> did
>>> what it said. I'd not had such a easy to use and rewarding
>>> technology
>>> experience since I saw the "It's Now Safe To Turn Off Your Computer"
>>> message back in 1995.
>>>
>>> I have still not decided what to do with my old SlimMP3 - sell it or
>>> buy a mini-hifi and use it in the dungeon?
>>>
>>> Now with history's strange way of repeating itself imagine how I felt
>>> a few days ago learning about the Squeezebox2 - just 2 months after
>>> buying the SB1. I shouldn't have read the specs on it - FLAC related
>>> features, serverless internet radio....this was even more tempting
>>> than trying to lick my own elbow....Even worse was I looked at the
>>> photos. Seeing those "analog" VU meters made my eyes widen, reading
>>> the specs made my ears and other body parts twitch and not seeing a
>>> "Upgrade your SB1 to a SB2 for $50" sign made my stomach start
>>> fearing
>>> a frugal diet of just pasta, monkey and water.
>>>
>>> My eyes/ears are saying buy it. My brain is saying "You can't afford
>>> it", "Those new features are not essential". This time Granny cannot
>>> help me as she was sold to pay for my initial SlimMP3 purchase. I
>>> went to see my Doctor for help but was told I needed at least 1
>>> kidney
>>> to live having sold the other to pay for the SB1. Yes I was a bit
>>> frustrated, but hey that's life.
>>>
>>> Just like I was doing last week I can manage perfectly well with the
>>> SB1 as long as I take my tablets. The SB1 was 10/10 rating for me
>>> last week, now it's 9/10 as I can't give the SB2 11/10 unless I go
>>> all
>>> Spinal Tap on the ratings system!
>>>
>>> It's not SlimDevices fault I bought when I did, it's not really mine
>>> either. It's just unlucky. Do I cry and moan in emails about it?
>>> Or
>>> do I just sit and laugh to myself about it and turn what was supposed
>>> to be a quick response into a overly-long novel?
>>>
>>> I've learned if I'm gonna get a SB2 I had better do it now, because
>>> in
>>> 1 years time if I get one with my luck a SB3 will appear 1 month
>>> after
>>> purchase. Personally I am sure I have psychic powers and this is my
>>> way of predicting new Slimdevices products.
>>>
>>> You have to remember that whilst it's quite possibly the most sexy
>>> piece of electronics ever invented - that is all it is. It's not
>>> cheap, but you didn't have to remortgage your house to buy it. In
>>> your case nobody was physically hurt, nobody died. You just got
>>> unlucky. Get over it, keep what you've got or sell and upgrade.
>>>
>>> But please don't post to these newsgroups trying to look for answers
>>> and solutions from the Slim team or to vent you anger at them.
>>> They're not a evil money-chasing empire who only give the impression
>>> of being a nice, open "we care" company who listen to their
>>> customers.
>>> I believe they really do care, obviously they care about making
>>> money
>>> but they also know that most of their business is obvioulsy generated
>>> by a great product, word of mouth, the openness of the product and
>>> the
>>> great support. They might fit into the same crossword space but Slim
>>> are not another Sony - if you want further proof check the website,
>>> do
>>> you see any robotic dogs?
>>>
>>> However cool/nice/open/warm/welcoming someone is it's not fair to
>>> take
>>> advantage of their traits and expect them to solve your misfortunes.
>>> As the reply to you said, a line has to be drawn somewhere - at least
>>> you got a human reply. Before the SB2 launch they could of stopped
>>> selling the SB1, gone on holiday and not sold anything for a month -
>>> but then you'd be complaining that you cannot buy one, we'd all be
>>> complaining there was noone from the complaints department to play
>>> online tic-tac-toe with and they'd all be complaining of sunburn.
>>>
>>> Nobody gets an easy ride from me so either Slim got lucky, their PR
>>> departments mind-control experiements are working well (never look at
>>> the Slim display for more than 32 seconds) or I genuinely respect
>>> their ethics and love the products they produce - even when they
>>> become instantly "obsolete" after they've cunningly delayed the next
>>> product launch until just after I've ordered.
>>>
>>> So other than the practical solution of keeping or selling/upgrading,
>>> if you're still upset then you could go down the pub and just hope
>>> the
>>> beer you get is not the funny tasting stuff from the bottom of the
>>> barrel :D
>>>
>>>
>>>
>>> /Jim
>>> Obviously bored contender for title of unluckiest SlimDevices
>>> customer
>>>
>>>
>>>
>>>> Hello Timothy,
>>>>
>>>> Unfortunately we do not have any trade in programs for our products.
>>>> It is always difficult to make a smooth transition to a new product,
>>>> and as you said, you have to draw the line somewhere. And in
>>>> fairness
>>>> to other customers, we need to be consistent with this policy.
>>>> Please
>>>> let me know if you have any other questions.
>>>>
>>>> Kind Regards,
>>>>
>>>> Brian Helmle
>>>>
>>>> --
>>>> Brian Helmle
>>>> Sales and Shipping
>>>> Slim Devices
>>>> brian (AT) slimdevices (DOT) com
>>>> (650) 210-9400
>>>>
>>>> From: Timothy Knight Nelson <tknelson (AT) slac (DOT) stanford.edu>
>>>>> Date: March 9, 2005 10:57:41 AM PST
>>>>> To: sadams (AT) slimdevices (DOT) com
>>>>> Subject: Trade-in of recent Squeezebox for Squeezebox2 ?
>>>>>
>>>>> Dear Sean,
>>>>>
>>>>> First off, thanks for making a great product. Despite my
>>>>> frustrations, I think you have a winner here and I wish you all the
>>>>> best. My story in brief...
>>>>>
>>>>> I received a Wireless Squeezebox in late January with the intention
>>>>> of ripping my entire CD library to Apple Lossless (several hundred
>>>>> CDs) on a dedicated disk and serving them across my wireless
>>>>> network
>>>>> to my stereo. Along the way, I discovered that trying to stream
>>>>> Apple Lossless across an 802.11b network (even with great
>>>>> reception)
>>>>> results in a lot of dropouts, even with almost no other traffic on
>>>>> the network. So, after much cursing at having paid for the
>>>>> wireless
>>>>> version, I started drilling holes and installing network cables.
>>>>> After placing the Squeezebox on the wired network, things are
>>>>> smoother but I still have occasional dropouts, especially when
>>>>> there
>>>>> is other activity on the network. Although there has been some
>>>>> cursing at not having 10/100 in the Squeezebox (like pretty much
>>>>> every other cheap networked item on the market in the past few
>>>>> years)
>>>>> I decided I could live with it: I really like it on the whole, and
>>>>> there is no other option that comes close.
>>>>>
>>>>> So, naturally I am dismayed to surf to your site today and discover
>>>>> the dawn of the Squeezebox 2. If I were serving out mp3, I
>>>>> wouldn't
>>>>> care less, but the faster connectivity of the new unit is exactly
>>>>> what I need for this application. Clearly, if it were within 30
>>>>> days
>>>>> of my ship-date (Jan 20) this thing would be back in the mail to
>>>>> you
>>>>> already: but I am now just beyond that horizon. I understand you
>>>>> have to draw the line somewhere, but I'd be willing to pay some
>>>>> kind
>>>>> of upgrade or trade-in fee to get a V2 unit, since this one will
>>>>> continue to be a source of frustration here.
>>>>>
>>>>> So, the question: is there any chance you can offer a trade-in or
>>>>> upgrade on recently purchased (e.g. since Jan. 1?) Squeezeboxes? I
>>>>> believe it is in your long-term best interest to take care of
>>>>> customers that are in my situation: a big part of choosing the
>>>>> Squeezebox over your rivals at Roku was your respective reputations
>>>>> for customer service.
>>>>>
>>>>> Best Regards,
>>>>> Dr. Tim Nelson
>>>>> Stanford Linear Accelerator Center
>>>>
>>>

Daryle A. Tilroe
2005-03-10, 13:55
Jim's Public email wrote:

> /Jim
> Obviously bored contender for title of unluckiest SlimDevices customer

I think I am in line for the opposite title. Got my first SB1 only about
a month after the SliMP3 was replaced. I was going to get a second and
the Canadian distributor was flooded out so I was forced to wait just
in time for the new display (SB1b?). Now I'm in the market for another
and the SB2 comes out! Great timing Slimdevices! :-) Although, having
got the short end of the stick on other technology upgrades, I feel the pain.

--
Daryle A. Tilroe