daniel.avasilichioaei Wrote:What is the purpose of this survey?
The inspiration to start this poll came from an earlier post on the forum where someone stated they had received the following response from Devialet support:
since it is not a problem on single box configs and that most users that own dual monos understand the need to start a complete new config, fixing this is not currently on their list.
When I read the above, my thoughts were firstly that I did not know the advice that dual mono users need to start a complete new config, and secondly, if Devialet never communicate anything, how was anyone supposed to know this? To be honest, I also thought how hard can it be to fix the bug in the configurator? After all, it is not the most complex piece of software on the planet.
Poor communication from Devialet has been a common theme on this forum from the very start, but what we have here is a clear situation where there is a bug in Devialet's software, a bug that has the potential to cause a user frustration, and possibly even damage to kit. It is also a bug where Devialet know a very simple workaround, dual mono users should start a complete new configuration. However, not only have they failed to resolve the bug (which would be nice), but they have also failed to communicate that they are aware of a simple workaround to dual mono owners. Personally I hate it when I am trying to do something as simple as update a Configuration and I stumble across bugs and issues. I bought a Devialet to give me pleasure, not as a device to ruin my precious free time with unnecessary IT challenges and frustrations.
Devialet appear to have a "wall of silence" policy with respect to communication, but here is a clear example where this policy can directly cause problems and frustrations for customers.
So the primary purpose of this poll was to attempt to highlight if owners do actually "understand the need to start a complete new config" or not, and therefore highlight this issue itself.
Of course, I have no idea if the statement from Devialet support represents Devialet's official position on this matter, or if this was just a frustrated worker in Devialet support being creative. Not that it matters much, Devialet's management are ultimately responsible for the training and performance of their support staff.
In another thread, we have also recently leaned that Devialet have a "Voice of Customers" list, that is subject to management review. So the purpose of the poll was to see if the result would back up my suspicions that most dual mono users were not aware of this workaround, and therefore have a solid case to request that this is added to the "Voice of Customers" list.
So far the results do back up this case, although I would say the number of the votes is rather too low to reach a solid conclusion.
Is this a complete waste of time? Maybe, I am sure some people would take a view on this. For me, it only took 10 minutes to set up the poll, and I am happy to keep chipping away at the communication issue, maybe one day it will afford some benefit. (or maybe not)
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