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dasmueller
2012-11-23, 19:32
http://forums.logitech.com/t5/MySqueezebox-com-Squeezebox/Missing-album-art/td-p/879750

The above is one of several examples of what I have noticed lately where Logitech support is suggesting a reinstall of LMS software wo getting any real detail as to what setup the OP has or attempt to get more info before suggesting a solution. I hope we can expect better down the road.

mherger
2012-11-23, 22:28
IMHO the reply in above case is absolutely valid: the user is running 7.5.x, while scanning and artwork handling have changed a lot since. It's not worth investigating an issue based on such a system if it probably has been resolved since.

dasmueller
2012-11-24, 06:33
http://forums.logitech.com/t5/MySqueezebox-com-Squeezebox/Some-music-files-not-recognised/td-p/880160

Is this valid as well ? There is no mention of SBS/LMS version that I can see. This is the one that really suprised me. As I stated I may be off base.

azinck3
2012-11-24, 07:33
http://forums.logitech.com/t5/MySqueezebox-com-Squeezebox/Some-music-files-not-recognised/td-p/880160

Is this valid as well ? There is no mention of SBS/LMS version that I can see. This is the one that really suprised me. As I stated I may be off base.

There are a LOT of variables that can affect why the tags might not be recognized. To me, it's perfectly valid to start by making sure the user is running the absolute latest version of the software. If the user IS already running the latest version and is savvy enough to know that then they can simply state that in response to the suggestion from the support specialist and pursue troubleshooting from that point.

I'm not sure I see the point in beating up on Logitech here. Their responses *could* have been more thorough and technical, but when you're providing tech support you can't assume the user is technical or interested in a potentially long dialog to really find the source of the problem. You're usually better off assuming they're not technical and the suggestion provided by Logitech will probably fix the problem in a large percentage of the cases, right out of the gate, without demanding any more of the user. We all love the immense flexibility of the Squeezebox ecosystem, but with that comes a large degree of complexity. With such a niche product I don't think you can be surprised that they don't have customer service specialists who don't have an absolutely expert knowledge of every platform supported, strange plugin interactions, bizarre tagging specifications (and the quirks in those introduced by various OSes), etc., etc.

Look, many of us are disappointed that Logitech acquired the Slim Devices brand in the first place, but you're not going to nit-pick them into making the investment necessary to revive a world-class product.