What do you want from Art Studios?
uvajeD
What could they do to improve their:
- support
- communication
- product
- corporate image
- reputation
Michel Barthelemy
On Jun 20, 2009, at 4:40 PM, uvajeD wrote:
>
> This is a serious thread. What suggestions do you have for ASEM?
> What could they do to improve their:
> - support
> - communication
- Be upfront about problems
- Give an ETA for resolution
- Do NOT deny issues
- Quit addressing customers as if they were morons
- Drop the censorship in the forums .. bad press.
> - product
- Avoid releasing untested firmware !!!!!!!!!!!
- Change updater features : add version rollback, imbed a "safe"
firmware to be able to flash without network connectivity (even if it
has to be encrypted to hide the fact that the code is not really
"proprietary") ...
> - corporate image
Actually very unprofessional image. Apllying the above suggestion
might improve it big time.
> - reputation
See above.
>
> >
redw...@shaw.ca
bottom line. All we can do is host an honest forum on google.
Rick - PoisonApple666
> - support
I would like for them to actually provide some support. There is,
essentially, no customer service at all. The phanboize do not seem
qualified. example? sure....telling people to reinstall their
operating systems again and again to fix a network connection or a
display adapter seems ...well.....weird! That should only be for
catastrophic situations in my mind. The phanboize just wait for the
latest nonsense and propaganda from 'Der Fuhrer' and they pass it
along like its believable. It seems they really believe that we are
all 8th grade dropouts and complete goofs. A few of them are
downright condescending.
> - communication
Just let us know what is happening. I'm sure we can be reasonable if
we aren't song and danced with company BS day in and day out. Just be
up front. Not difficult .... just common customer courtesy.
> - product
I must agree with others ... don't release it until it is ready. I
can see having hiccups or glitches in a major release, but these goofs
fix one thing and screw up three others.
> - corporate image
Give your best effort to meet your promised release dates. You won't
make them all...no one ever does. But, by God, put a date out there
and try to hit it. If there was an IPO would you buy? Not me. It
appears that they have no clue how to run a business. Companies all
over the world, fail, every day with this same sort of 'hands off'
model. No service + No Support + No Accountability = No $$$$
(eventually)
> - reputation
There, sadly, is nothing positive to say. They have no credibility.
I'm still leaning towards the idea that this whole thing is a non
proprietary rip job. Somebody just copied and reworked some readily
available code. There are a whole lot of folks over on insanely mac
who have busted their humps to come up with working solutions and they
readily share them with others. They try to help people without
condescension. Even newbs like me. Not ASEM ... they couldn't give
a rip about us. They just stick the phanboize out there to try and
keep us in line and keep us quiet. Geez...does the EU regulate
companies like this?
Michel Barthelemy
- supportI would like for them to actually provide some support. There is,
essentially, no customer service at all. The phanboize do not seem
qualified. example? sure....telling people to reinstall their
operating systems again and again to fix a network connection or a
display adapter seems ...well.....weird! That should only be for
catastrophic situations in my mind. The phanboize just wait for the
latest nonsense and propaganda from 'Der Fuhrer' and they pass it
along like its believable. It seems they really believe that we are
all 8th grade dropouts and complete goofs. A few of them are
downright condescending.
- communicationJust let us know what is happening. I'm sure we can be reasonable if
we aren't song and danced with company BS day in and day out. Just be
up front. Not difficult .... just common customer courtesy.- product
I must agree with others ... don't release it until it is ready. I
can see having hiccups or glitches in a major release, but these goofs
fix one thing and screw up three others.
- corporate image
Give your best effort to meet your promised release dates. You won't
make them all...no one ever does. But, by God, put a date out there
and try to hit it. If there was an IPO would you buy? Not me. It
appears that they have no clue how to run a business. Companies all
over the world, fail, every day with this same sort of 'hands off'
model. No service + No Support + No Accountability = No $$$$
(eventually)
- reputation
There, sadly, is nothing positive to say. They have no credibility.
I'm still leaning towards the idea that this whole thing is a non
proprietary rip job. Somebody just copied and reworked some readily
available code. There are a whole lot of folks over on insanely mac
who have busted their humps to come up with working solutions and they
readily share them with others. They try to help people without
condescension. Even newbs like me. Not ASEM ... they couldn't give
a rip about us. They just stick the phanboize out there to try and
keep us in line and keep us quiet. Geez...does the EU regulate
companies like this?
Art
> - support
Actually provide some. Professional support, by the company itself,
by someone with actual internal knowledge of the device and it's
code, and the power to speak for the Company. Not exclusively from a
User contributed forum, heavily filtered and censored BY the company.
> - communication
Again, we'll go with "Actually Provide Some", and by that, I mean
beyond press releases, and "new product" announcements. Continual
feedback. On all outstanding serious issues, and the progress being
made to rectify them. Daily. Hourly, if it's a big, bad screwup on
their part, like murdering everyone's once-fine network connection.
And once something is crystal clear, post it for real, out loud, in a
noticeable fashion... for example, make it known that "On Board LAN
is Currently non functional with the latest Firmware: a 3rd party NIC
Card is Required"...A company/engineering Blog... Have a good look at
the "voices of ASEM", both the Mods and the Staff, and dump the
douchebags that are detrimental to customer relations. Should take
all of three minutes to asses. And, in fact, it might be a sharp
idea to treat the paying customers with the respect that the censors
demand we give them and ASEM on the forum.
> - product
Test things before you release them, thoroughly. Don't pretend "you
didn't see that", and for christsake, when countless users have the
same issue, don't pretend it isn't there and try to hide it...
Hire help. All over the operation, in the shop, on the 'net
Come up with an Update procedure that doesn't laugh in the face of
Good Engineering Practices.
Deliver on your promises; We were supposed to be able to run
"Software Update" in OSX... look at the mess 10.5.7 created. Should
have had your paws on a developers distro before we all go bit by
that, no?
> - corporate image
Make up your minds and decide if this is a Hobby, or a Business.
Hire Help. Coding help. PR Help. Support Help. 2 or 3 guys alone
CANNOT support an Internationally Distributed High Tech Device, and a
"real" business does not depend exclusively on user provided free
help, unless it's a food bank, or a Church.
Decide once and for all if this thing is a Mass Market Device, or an
Underground Hacker/Hobbyist device, and then act accordingly, i.e.
start making changes fast, or drop the price to $50, and make it
astonishingly clear that "you're on your own"
> - reputation
Hope we all keep quiet? Hope and pray it goes no further than this
"rouge group of renegade users" that started their own bitch-fest? Or
pretend you're just too cool to need a good reputation? Shoot for (or
keep shooting for) the "we're too cool for you, be happy we sold you
one" pinnacle of exclusivity?
Art
On Jun 20, 2009, at 4:07 PM, redw...@shaw.ca wrote:
> Asem will continue to do what they want, unless it effects their
> bottom line. All we can do is host an honest forum on google.
Not entirely true... we have the power, and the ability, to
"virtually" kick them in the a**, should we chose to do so...but that
may not be the best thing to do.
I personally made my decision to buy an EFiX from a review on
Macintouch.com. The reviewed machine seemed so attractive, I figured
I'd give it a shot. At the time, there were no "really bad" glitches,
except for the Bonjour bug, the unit was only $149, I think, and so I
went for it, based on a good online review. From what I can tell,
many EFiX users are previous Mac owners, looking to save a few $$ and
build a nifty OSX box that Apple just doesn't offer yet, and the key
to its' attractiveness is the "Macness" of it, compared to the other
hacked-up-OSX-on-PC-Kit methods out there.
ASEM seems to ignore two very important sayings:
"Your last attaboy is only good until your next screwup"...
and
"A happy customer tells a friend; a pissed off one tells ten."
We ALL have the power to affect their bottom line; a tiny operation
like ASEM would quickly see/feel the unfortunate consequences of
numerous true tales of EFiX Madness appearing on the Internet, in
Podcasts, and in Print. And we wouldn't need to lie, or make stuff
up; just share the tales they don't want us posting on their forum,
with the entire potential customer base. The only problem is, we'd be
left with little square coasters after the next OSX update, as they'd
likely not survive a mass Truth Assault.
I, personally, don't want that to happen, since I've got some coin,
and a lot of time, invested in my EFiX based machine.
Inevitably, they're going to discover that you cannot suck so very
badly at what you do, or put in insufficient effort and resources,
for very long, and continue to survive.(Unless you have a Government
job) I fear that's when they determine it was just a hobby all along,
and go the way of Yugo, bad 80's bands, and the 8-track tape.
Lets' hope it's not so, and that we don't get disenfranchised enough
to pull that trigger.
Regards
art
Michel Barthelemy
3xx) and I went the same route, seeing the stuff in a review and
decided to give it a shot.
Too bad their heads have swollen so much .... They should start by act
as professionals real quick if they want to have some customers left
besides the fanboys ...
... and that starts in my opinion by providing a way to revert to a
functional 3.6.10 fw until they fix their mess.
That is the ONLY responsible thing to do at this time.
M
Michel
post on the forums ever again. Evey time this guy posts something
you're loosing at least a hundred potential customers :-)
In a nutshell : Get yourself a real P.R person for that job.
Rick - PoisonApple666
TEAM" until at least 30 days after Snow is released. Any takers?
And...who is (are) (was) the "DEVELOPMENT TEAM"? I keep imagining
something similar to a Kathy Lee Gifford fashions sweatshop in
Taiwan. Or could the "DEVELOPMENT TEAM" be an infinite number of
monkeys sitting in front of an infinite number of computers and
eventually...never mind...sorry.
R.
Michel Barthelemy
the mother nest itself ? ....
Naughty, naughty, naughty thoughts .... :-)