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iPhone App will not stay open - just flashes when trying to launch

community.garadget.com

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Re: iPhone App will not stay open - just flashes when trying to launch

#301

Post by lsaferite »

arjie wrote: post #153
qume wrote: post #53

Dear customer, We are a small team who don't have the resources to test every single OS version on every device. Problems will happen. As such we're happy to issue you a refund, and you can keep the device. All we ask is that you let us update the app to make sure it's working on your device, and hopefully others. Thank you for helping us find the issue. We will work tirelessly until it is fixed. If at some stage you…

Which companies do the refund + keep-device if unsatisfied?

I've worked with a small hardware manufacturer for consumer electronics a few years back and they literally trashed every return (at least in the US market).

They used to just let customers keep them until people apparently caught on and took advantage of the policy.

I know they trashed them as I was the only company resource in the US and they shipped them to my house to be destroyed. :/

Re: iPhone App will not stay open - just flashes when trying to launch

#302

Post by lsaferite »

cameldrv wrote: post #48

Usually Internet (and real life) shitstorms are made when two assholes collide. Customer may be an asshole trying to stick it to the little indiegogo guy in a way he knows will have a disproportionate impact. On the other hand, the iPhone app does really suck and crashes constantly. Even big companies can't seem to make reliable software these days. All of that said, you went into business, so time to put on the big…

MQTT Perhaps? You could have a simple MQTT broker in your house that's the gateway to your in-home MQTT controlled/monitored devices. Your broker could easily establish bridge connections to other brokers for specific namespaces. Just need a simple method to define these needed bridge connections for the devices in the home. I'd feel a hell of a lot safer if all of my IoT type devices had zero access to the internet directly.

Re: iPhone App will not stay open - just flashes when trying to launch

#303

Post by justin66 »

throwanem wrote: post #202
qqg3 wrote: post #186

Earlier quoted context omitted.

It's quite clear a lot of people in here are approaching this with a "B2B" mindset where clients and contracts can be fired and terminated. This scenario is "B2C", "the customer is always right" may be a tired phrase but it rings truer than you might think. A lot of people are saying this guy should be respectful of this small, indiegogo compnay. Problem is, they are ignoring the fact the product is being sold on Ama…

> the customer is always right This is a useful perspective to take if you're in sales. For a support engineer, not so much. When I did Tier 1 for credit cards, the mantra everywhere invoked was instead: "The customer is not always right, but is always deserving of respect." Which has always struck me as a much more balanced and sensible attitude to take, when the objective is to solve a problem. Sometimes that probl…

> This is a useful perspective to take if you're in sales. For a support engineer, not so much. When I did Tier 1 for credit cards, the mantra everywhere invoked was instead: "The customer is not always right, but is always deserving of respect."

If you're going to split hairs to that degree I would absolutely expect you to notice that the customer called the product a piece of shit, not the support engineer.

Re: iPhone App will not stay open - just flashes when trying to launch

#304

Post by whostolemyhat »

qqg3 wrote: post #186
atemerev wrote: post #72

"Throwing a tantrum"? The review in question is something along the lines of "the control app is flashing and doesn't work at all. This is junk, don't waste your money on it. 1/5 stars." If you make any public facing products, you will occasionally get such (and worse) reviews even if your product is a shiny perfection forged in heaven by angels themselves and wrapped in magic. Fact of life. On the other hand, the su…

It's quite clear a lot of people in here are approaching this with a "B2B" mindset where clients and contracts can be fired and terminated. This scenario is "B2C", "the customer is always right" may be a tired phrase but it rings truer than you might think. A lot of people are saying this guy should be respectful of this small, indiegogo compnay. Problem is, they are ignoring the fact the product is being sold on Ama…

"The customer is always right" is an aphorism which applies to market forces, not individual customers. People keep misusing this phrase to mean that you should never disagree with a customer, but that's not the meaning of it at all.

Re: iPhone App will not stay open - just flashes when trying to launch

#305

Post by atemerev »

linuxkerneldev wrote: post #280
atemerev wrote: post #72

"Throwing a tantrum"? The review in question is something along the lines of "the control app is flashing and doesn't work at all. This is junk, don't waste your money on it. 1/5 stars." If you make any public facing products, you will occasionally get such (and worse) reviews even if your product is a shiny perfection forged in heaven by angels themselves and wrapped in magic. Fact of life. On the other hand, the su…

> the support engineer's response (that ends with blocking the user's device for good) _is_ a bona fide tantrum, worthy of textbooks. I don't think that's a support engineer. I'm pretty sure that's Denis Grisak, the founder of Garadget. I find it fascinating that he used the phrase "only demonstrates your poor impulse control" to the customer while arguably his own response seems to suggest his own impulse control ma…

That explains some things.

I have been a founder too, and I am aware that this is a lot more stressful than it seems from the outside, and this one star review might have been the last straw.

However, dealing with angry customers is a part of the job (like everything else, until proper employees are hired). Let's say that this person is not particularly good at said job.

Re: iPhone App will not stay open - just flashes when trying to launch

#306

Post by Tepix »

antfarm wrote: post #120

From the Amazon product page Q&A: What happens if the company goes out of business? Does the app require a server to be active in order to use the App? The app requires a server component as does any consumer friendly product with mobile access. There is a plan to add the support for server-less mode, though it will require users to configure domain name service and firewall. The main server component is maintained b…

"pre-paid for the life of the device"

Sounds a like breach of contract.

Re: iPhone App will not stay open - just flashes when trying to launch

#307

Post by Ensorceled »

libeclipse wrote: post #74
qume wrote: post #53

Dear customer, We are a small team who don't have the resources to test every single OS version on every device. Problems will happen. As such we're happy to issue you a refund, and you can keep the device. All we ask is that you let us update the app to make sure it's working on your device, and hopefully others. Thank you for helping us find the issue. We will work tirelessly until it is fixed. If at some stage you…

I'm fine with a request to change the review, but not sure that they should tell them exactly how many stars to give.

Wierd, I read it as "We will work to change your mind about the product so you'll want to change that 1 star to a 5 star."

There was no "we won't help unless you promise to change the review to a 5 star" implied.

Re: iPhone App will not stay open - just flashes when trying to launch

#309

Post by beedogs »

atemerev wrote: post #72

"Throwing a tantrum"? The review in question is something along the lines of "the control app is flashing and doesn't work at all. This is junk, don't waste your money on it. 1/5 stars." If you make any public facing products, you will occasionally get such (and worse) reviews even if your product is a shiny perfection forged in heaven by angels themselves and wrapped in magic. Fact of life. On the other hand, the su…

> I am also quite surprised by the number of comments here at HN siding with Garadget.

You are? I'm not. A lot of people here are just as unscrupulous as the developer and will defend any unethical and terrible behaviour as long as it makes a dime at the end of the day. Take a look at any Uber thread and you'll see the same kind of comments from people who think that, if they're as ruthless and unethical, one day they'll be the new unicorn on the block.

Re: iPhone App will not stay open - just flashes when trying to launch

#310

Post by kungtotte »

erikb wrote: post #289
Steve0 wrote: post #173

Earlier quoted context omitted.

Yes, the device the user paid 99 dollars for and is now useless. So for the user to get his money back he has to send back the device.

And? That's how it works.

He doesn't like the customer's tone of voice so he can decide to turn the customer's device into a $99 paperweight? That's not at all how it works.

You're being strangely defensive over this whole thread and I'm going to echo another commenter in asking, are you affiliated with Garadget in any way?

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