I think it’s yours. I’m not confused.
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I never said that you were confused. Several of us are though. Silence around the process of decision making doesn’t help my confusion. Although I am grateful for @Carl having at least tried.
I don’t know what’s to be confused about „stick to actually helping in support threads, leave your other opinions out of it“. This is simply as it always should have been. Maybe the moderation emphasis changed, this is normal on every forum, maybe it didn’t. There will never be complete consistency, it’s a forum not the Supreme Court.
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You know as well as I do that there are numerous examples of unhelpful posts on support threads. They have never been moderated previously, unless they’re way off topic and/or offensive.
It does seem that posts are deleted more frequently and that long standing users are kept on a permanent new user status for minor transgressions. This has led to the culture of uncertainty that gave rise to this thread. Can we post this? Can we post that? The uncertainty is rooted in perceived changes to the frequency of moderation and the treatment of long standing users.
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Some have, some haven’t. The things with moderated posts is that you don’t see them unless you read a particular thread. I certainly did some get deleted in the past as well, or moved to Feedback.
No idea if it became more frequent. If so, I welcome it, but I think you guys are still jumpy because of the chat thread … right, there we have it:
I am not feeling any such agony. Occasionally a post of mine gets removed, most of them for good reason, sometimes i feel unfairly. It’s a forum and it’s not mine, I can deal.
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From: [Roon Build 1400+ : Issues with Airplay Connection to Certain Endpoints [Ticket In, Fix Forthcoming]
Apparently, that was my post. I was unaware that it is verboten to critique Roon support in Support threads. 
However, since this is the Feedback area, here it is again:
“So, a considerable number of users have broken systems due to recent Roon update(s).
Response from Roon? (insert sound of crickets here)”
Oh, the horror of truth.
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Yes but we do see the posts that remain. There used to be plenty of posts on support threads that were critical posts, rather than simply reporting posts. There seems to be a tightening up of this. Maybe Roon wants to relegate criticism to the less visible Feedback category rather than the more visible Support category. This makes sense from a marketing point of view.
I’m not entirely sure that I’ve indicated any agony. Uncertainty and agony are very different words and concepts.
I think it’s now regarded as “off topic”. Perhaps it always was, but now it’s been enforced more strictly and criticism is moved to the less visible Feedback category. Less visible because replies are not displayed in the “Latest” link on the home screen. This is part of the uncertainty to which I’m referring.
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If you don’t want noise on support threads don’t have support on the open forum. Have a proper system like others use. Where the users issues are tracked and they can see what’s happening and deal with the correct people not users who often have good intentions but make things worse and confuse users.
Yes there is too much noise created on these threads but it’s to be expected. Lack of responses from Roon for up to two weeks or more. Too much radio silence as to is my issue being addressed? I feel users who post ‘it works for me must be a problem with your setup’ more problematic yet they seem to get left untouched.
There are much bigger issues with Roons support model than disgruntled users showing their disdain in the support thread they started or is a duplicate of an issue they have. In a perfect world we would all instantly post in feedback but we are not perfect and often reactionary. Not condoning this but it’s often human nature.
I no longer help or post in support unless it’s related to my specific issues. I have said in communications the support model needs to change. We were promised changes years ago,by Danny when I raised it wasn’t up to scratch and was accused of Axe Grinding. Since then it got even worse. Enno posted about improving again at the end of last year, still not much change other than the newer submission system which again from a user perspective doesn’t help much. It’s the lack of comms, the lack of often admittance there is an issue that drives users to get so upset and vent. Unless the causes of this are sorted then support threads will never be what you want them to be.
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Absolutely. Looking at the thread from which this thread was taken, it’s incredibly noisy and cluttered. People posting that they have similar, but slightly different issues. Other people posting solutions to questions and issues that weren’t raised.
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https://community.roonlabs.com/t/nucleus-dropped-off-my-lan/271468/33
Prime example of best intentions going awry.
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@OffRode,
Agreed, that recent post has now been flagged and removed.
The issue was diagnosed correctly via community assistance in the first instance, and the choice of RMA vs the customer replacing the faulty SSD himself was given while pointing out that since the warranty had expired, the RMA route would be expensive.
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It’s a prime example of a thread that highlights inconsistencies, as well as problematic levels of service. The OP rightly commented on the nature of the support they’d received, but Carl seemed to suggest (on this thread) that this should be done via Feedback and not Support.
The complaint posts were not removed or moderated. Personally I think that this is correct. The OP is clearly frustrated at the level of service they received. It just doesn’t fit with the what we’re being told about the clear demarcation between support and feedback.
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Customer support should have handled it properly from the beginning. Everyone did have the best of intentions but I will point to the final result as a failure. I would think that people who purchase a nucleus might prefer a turnkey experience. RMA and proper customer service also generate revenue if done correctly. Do it yourself isn’t for everyone obviously.
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Ha ha I think it was my post referencing why your post and several other posts were flagged or deleted.
(But we are heading to I’m Spartacus moments now).
I genuinely thought that a user was flagging the posts, until my post got flagged and deleted as well. Confusion was the order of the day at that point.
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Support thread should only have Roon responding. Getting stupid responses on network related stuff that people have no business offering advice.
It’s clear that Roon has little involvement in the community. It’s all volunteers trying to “help”.
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