I’ve love to get some general thoughts from both STs staff and the community as a whole.
First let me say I was an early adopter of STs (pre-order by not kickstarter) and as a whole have loved it. I’ve recommended a handful of customers to start using STs all of which have been happy with their investment as well. With that said it seems like there has been a major shift in STs support and basic feeling towards customer interactions.
When STs first started it was all about the customer, keeping them happy, figuring it out, and getting it running! Now support has transitioned to a group of people that seem to just not care, there are exceptions like @Tyler who always is a ton of help, but for the most part I tend to get the same response to everything, one of the following two conversations:
Me: Hey This app has been running for weeks / months and it suddenly stopped working. I’ve reviewed XYZ and it appears that ABC has changed. Can you help me understand / review what has changed so I can get it resolved?
ST: This app / device wasn’t created by STs. I’m sorry but that means that it’s not supported and you’ll have to troubleshoot it yourself
Me: I understand that but it’s has been running for X amount of time without issue and suddenly it stopped working I fear that it might be something on the back end and not something I can resolve.
ST: Sorry, I can’t help, good luck!
Me: I guess I can’t do that on STs anymore. Glad I wasted money on X. Maybe one day they’ll formally support it or I’ll find some amazing person in the community that will help fix it!
Second, Conversation (and in my opinion far more frustrating)
Me: Hey XYZ doesn’t work.
ST: Everything seems fine, let me log a ticket
Me: Ok, any idea when you’ll get back to me?
< INSERT some form of lots of conversations on boards, working with friends, talking to other support people >
ST: Oh, were sorry that’s a known issue.
Me: Cool that means you’re working on it?
Me: Awesome!! Any idea of resolution time
Me: Cool can I get an update
ST: When it’s fixed
< Insert days / weeks / months wait with no update >
Me: Hello anyone there???
Me: Hello!!! Yo anyone around?
< Insert dark hole>** OR < Insert me finding a fix on the community fourm fixed by STs weeks ago with no response back>**
Am I alone in this pit of despair that generates this hatred for all things not solvable without STs? My one request, I know it’s so incredibly unreasonable, but I really wish STs would make an attempt to meet my demands!
Can we just start setting some expectations and offer some transparency?
I can live with something being broken. I can completely empathize with product / bug priorities, I can even live with huge waits for resolutions if you are just up front with me and give me some updates along the way. (I might add Alex promised more transparency after CES)
This is all I want:
ST: It’s going to be 6 months before we fix that basic feature that was sold during both CES presentations and is documented all over the website that you used to help you make your decision to throw down several hundred dollars to buy the product!
Me: Oh that sucks… Ok thanks for he update!
ST (+ 1 week): Hey guys, it’s your friendly neighborhood STs employee. The powers to be have still deemed this a lower priority than all those really cool product features that you’re really going to like in the near future
Me: Cool… Thanks for the update!!
ST (+2 Weeks): Hey guys, me again, I haven’t had a chance to work on this yet but I still really like you and I want you to know we’re still an item, don’t give up on me.
Me: Awwwwww, I’m totally in like with you too!
< Insert updates at reasonable intervals >
ST (+25 weeks): I know I’ve written updates for the last 25 weeks with nothing to say but I got great news. I’m almost done. We’re entering QA this week… anyone want to be a BETA partner with us to get this thing QA’ed?
Me: Holy crap I’ve love too… Man you’re the best!
Moral of this rant - I really really really want to love you guys and sometimes you just make it hard to do that… work with us and we’ll cut you some slack.