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StarBurst
2005-04-05, 14:53
>I'm killing this thread because it's been beat to death at least 4
times >over
>the past few months. And it always turns into a "me vs them" religious
>argument. I don't see how it has anything to do with the type of
support we
>give our customers.

Why are you guys so stubborn? You are basically saying that you will
ignore a lot of customer and potential customers (the small minority who
have actually figured out how to post here) because you are right and
they are wrong for asking for a basic web forum interface to communicate
on.

If this is the ethos for Slim Devices I will not be purchasing until
your attitude to customers changes. I am quite shocked by what I have
heard today. It's not like we are asking for an expensive time consuming
upgrade.

>As I stated, we are well aware of the need for a forum solution.

Well do something about it and listen to the people who spend their hard
on $$$ on Slim Devices products.

>We've also been really busy putting out new hardware and software.
There >will be a solution (though perhaps not one everyone is happy
with), and I >ask that you be patient.

Sure I understand that but please start listening to us.

>There's always been an official Customer Support via support @
>slimdevices.com, or the telephone line.

Which is great but a simple more accessible web forum would save your
staff a lot of time.

Thanks.

Jeff Allison
2005-04-05, 15:04
StarBurst wrote:

> Well do something about it and listen to the people who spend their
> hard on $$$ on Slim Devices products.

That's a keeper.

- Jeff

seanadams
2005-04-05, 15:13
Sorry to fan the flames, but you are right, the mailing list is
overloaded.

We are planning some forums, in fact that was the main focus of our
engineering lunch today. We are also simultaneously executing our
largest product launch ever in the history of the company - that means
that getting hardware out to customers and supporting them are our top
priorities right now.

Please just realize the irony in pointing out that the list is
overloaded, while simultaneously overloading it further with a verbatim
rehash of the forum vs list debate. Instead, please direct your
suggestions to the CEO, who cares and will read them:
sean (AT) slimdevices (DOT) com.

Forums coming soon.

Thanks,
Sean

On Apr 5, 2005, at 2:53 PM, StarBurst wrote:

>
>
>> I'm killing this thread because it's been beat to death at least 4
> times >over
>> the past few months. And it always turns into a "me vs them" religious
>> argument. I don't see how it has anything to do with the type of
> support we
>> give our customers.
>
> Why are you guys so stubborn? You are basically saying that you will
> ignore a lot of customer and potential customers (the small minority
> who
> have actually figured out how to post here) because you are right and
> they are wrong for asking for a basic web forum interface to
> communicate
> on.
>
> If this is the ethos for Slim Devices I will not be purchasing until
> your attitude to customers changes. I am quite shocked by what I have
> heard today. It's not like we are asking for an expensive time
> consuming
> upgrade.
>
>> As I stated, we are well aware of the need for a forum solution.
>
> Well do something about it and listen to the people who spend their
> hard
> on $$$ on Slim Devices products.
>
>> We've also been really busy putting out new hardware and software.
> There >will be a solution (though perhaps not one everyone is happy
> with), and I >ask that you be patient.
>
> Sure I understand that but please start listening to us.
>
>> There's always been an official Customer Support via support @
>> slimdevices.com, or the telephone line.
>
> Which is great but a simple more accessible web forum would save your
> staff a lot of time.
>
> Thanks.
>
>
>
>

Marc Sherman
2005-04-05, 15:14
Jeff Allison wrote:
> StarBurst wrote:
>
>> Well do something about it and listen to the people who spend their
>
> > hard on $$$ on Slim Devices products.
>
> That's a keeper.

I think we need some kind of plugin for that. It's a good thing the SB2
is out, now -- I don't think the SB-G's low-res screen could do justice
to "Starburst"'s hard-on dollars.

- Marc

Steve Baumgarten
2005-04-06, 06:09
Sean Adams wrote:

> Please just realize the irony in pointing out that the list is
> overloaded, while simultaneously overloading it further with a verbatim
> rehash of the forum vs list debate. Instead, please direct your
> suggestions to the CEO, who cares and will read them: sean (AT) slimdevices (DOT) com.

And the additional irony of complaining about lack of a good forum when
the real issue, if any, should be whether support is readily available.

Given that almost no question goes unanswered for more than a few hours
here, and given that direct (and free) telephone and email support is
also available, and on top of that, that one of the principals of the
company is responding to this non-technical support issue in a very
timely manner -- well, I'd say the company is responsive and the product
is well supported.

There's a company, Buffalo Technology, that makes wired and wireless
routers and PC cards and such. They're not as well known as Linksys or
Netgear. Their stuff tends not to be $9 after rebate; you sometimes do
pay a little more. But it's all very full featured and (mostly) bug
free. (Example: they were one of the first companies to support WDS with
WEP enabled.)

http://www.buffalotech.com/

But here's the thing that keeps me coming back to them and recommending
them to others: tech support is available for free via phone 24/7. They
answer the phone immediately; you are immediately connected with someone
very knowledgable who will stay on the phone with you as you debug
whatever problem you're having. You do not get canned answers from a
level one tech who doesn't know anything; you talk to people who have a
deep understanding of their products.

It's astonishing. I just called them with a problem last night, getting
an 802.11g PC card I just bought for my notebook working -- turned out
to be something I overlooked, that is, nothing at all wrong with their
product, but simply a misconfiguration on my part. No problem, they were
happy to help. And I was, once again, very happy to be a customer of theirs.

They have no support forums. Somehow it hasn't made a difference to me,
given that I can pick up the phone and talk to someone, live, and for at
no cost to me, who will walk me through whatever problem I'm having.

Forums for those who like them are always appreciated, I'm sure. But I'm
pretty sure the deciding issue for people considering buying a SB is
whether support will be available if they a problem.

1. Direct email to support (AT) slimdevices (DOT) com.
2. Direct phone support from Slimdevices.
3. This mailing list, filled with knowledgable and helpful people
and frequented by Slimdevices people.

Roku has a nicer forum than Slimdevices. Perhaps soon Slimdevices will
have a nicer forum than Roku. In the meantime, shouldn't the question be
whether or not you're able to get someone to help if you're having a
problem?

SBB





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Jim Dibb
2005-04-06, 06:24
Well said. The outside of the carton doesn't say "Includes free web
support forum".

Anyway, I'm in a bad mood because gmail tech support is terrible.
Emails that state exactly what the reproducing steps and symptoms of a
SEARCH problem are, are returned with "You should use our search
function, have a nice day".

I suppose since gmail is free you get what you pay for, but its so
annoying that their core functionality of searching is broken.

On Apr 6, 2005 9:09 AM, Steve Baumgarten <sbb (AT) panix (DOT) com> wrote:
> Sean Adams wrote:
>
> > Please just realize the irony in pointing out that the list is
> > overloaded, while simultaneously overloading it further with a verbatim
> > rehash of the forum vs list debate. Instead, please direct your
> > suggestions to the CEO, who cares and will read them: sean (AT) slimdevices (DOT) com.
>
> And the additional irony of complaining about lack of a good forum when
> the real issue, if any, should be whether support is readily available.
>
> Given that almost no question goes unanswered for more than a few hours
> here, and given that direct (and free) telephone and email support is
> also available, and on top of that, that one of the principals of the
> company is responding to this non-technical support issue in a very
> timely manner -- well, I'd say the company is responsive and the product
> is well supported.
>

Danny Rego
2005-04-06, 06:34
I don't think it's about "official support". I think it's more about
community support. Things like the guy who wanted to carry his SB around in
his back-pack, or someone wanting to modify an SB for use in his car, etc...
That's what I think people are talking about when they talk about "support"
on this list more than anything. I mean...that's the kind of stuff where
"official support" will not help. (at least...I assume!?)

Danny Rego




----- Original Message -----
From: "Steve Baumgarten" <sbb (AT) panix (DOT) com>
To: "Slim Devices Discussion" <discuss (AT) lists (DOT) slimdevices.com>
Sent: Wednesday, April 06, 2005 9:09 AM
Subject: [slim] Re: Better forum please!


> Sean Adams wrote:
>
>> Please just realize the irony in pointing out that the list is
>> overloaded, while simultaneously overloading it further with a verbatim
>> rehash of the forum vs list debate. Instead, please direct your
>> suggestions to the CEO, who cares and will read them:
>> sean (AT) slimdevices (DOT) com.
>
> And the additional irony of complaining about lack of a good forum when
> the real issue, if any, should be whether support is readily available.
>
> Given that almost no question goes unanswered for more than a few hours
> here, and given that direct (and free) telephone and email support is also
> available, and on top of that, that one of the principals of the company
> is responding to this non-technical support issue in a very timely
> manner -- well, I'd say the company is responsive and the product is well
> supported.
>
> There's a company, Buffalo Technology, that makes wired and wireless
> routers and PC cards and such. They're not as well known as Linksys or
> Netgear. Their stuff tends not to be $9 after rebate; you sometimes do pay
> a little more. But it's all very full featured and (mostly) bug free.
> (Example: they were one of the first companies to support WDS with WEP
> enabled.)
>
> http://www.buffalotech.com/
>
> But here's the thing that keeps me coming back to them and recommending
> them to others: tech support is available for free via phone 24/7. They
> answer the phone immediately; you are immediately connected with someone
> very knowledgable who will stay on the phone with you as you debug
> whatever problem you're having. You do not get canned answers from a level
> one tech who doesn't know anything; you talk to people who have a deep
> understanding of their products.
>
> It's astonishing. I just called them with a problem last night, getting an
> 802.11g PC card I just bought for my notebook working -- turned out to be
> something I overlooked, that is, nothing at all wrong with their product,
> but simply a misconfiguration on my part. No problem, they were happy to
> help. And I was, once again, very happy to be a customer of theirs.
>
> They have no support forums. Somehow it hasn't made a difference to me,
> given that I can pick up the phone and talk to someone, live, and for at
> no cost to me, who will walk me through whatever problem I'm having.
>
> Forums for those who like them are always appreciated, I'm sure. But I'm
> pretty sure the deciding issue for people considering buying a SB is
> whether support will be available if they a problem.
>
> 1. Direct email to support (AT) slimdevices (DOT) com.
> 2. Direct phone support from Slimdevices.
> 3. This mailing list, filled with knowledgable and helpful people
> and frequented by Slimdevices people.
>
> Roku has a nicer forum than Slimdevices. Perhaps soon Slimdevices will
> have a nicer forum than Roku. In the meantime, shouldn't the question be
> whether or not you're able to get someone to help if you're having a
> problem?
>
> SBB
>
>
>
>
>
> Visit our website at http://www.ubs.com
>
> This message contains confidential information and is intended only for
> the individual named. If you are not the named addressee you should not
> disseminate, distribute or copy this e-mail. Please notify the sender
> immediately by e-mail if you have received this e-mail by mistake and
> delete this e-mail from your system.
>
> E-mail transmission cannot be guaranteed to be secure or error-free as
> information could be intercepted, corrupted, lost, destroyed, arrive late
> or incomplete, or contain viruses. The sender therefore does not accept
> liability for any errors or omissions in the contents of this message
> which arise as a result of e-mail transmission. If verification is
> required please request a hard-copy version. This message is provided for
> informational purposes and should not be construed as a solicitation or
> offer to buy or sell any securities or related financial instruments.
>
>