It’s been sad to see the widespread Qobuz and Sequoia issues causing so much noise in the forums here in the last couple of weeks. It’s clear that many people don’t normally use the forums and are reporting these issues as if they are brand new.
Suggestion for Roon: Email all users when there are widespread issues, and provide some quick guidance on what they should expect or do while you sort out the issues. It would greatly reduce the noise in the forums, and reduce the burden on @Roon_Moderators to constantly merge threads.
Also: I’ve never felt an issue when other vendors do what I’ve suggested. As a matter of fact, quite the opposite. I am sure I am in the majority, not the minority. I have been running technology teams for 35 years now, and when we do this sort of thing, it’s always produced a positive result with our user-base, not a negative one. People feel like the vendor cares and communicates, and it creates a feeling of assurance that the vendor will proactively reach out when there is an issue. It’s basic customer service.
I would further suggest a notification be made in the app itself. Many users won’t see the email in a timely fashion.
Edit: I think this is very important in an event like the Qobuz situation, where a user’s random attempts to get it working can result in them damaging their system when the best solution is to just let it alone.
I saw a pop-up in the app about the Qobuz issue this morning, so the mechanism is there. Pity it was a reactive rather than a proactive use of the mechanism.
This has been suggested before and ignored. It is standard ITIL IT practice to keep your users informed as it stops them overloading the helpdesk. A pre-recorded message greets you when you call the helpdesk informing users of any current major issues. This can lead to a seemingly farcical situation though, when IT have to email 25,000 users to let them know that their email is broken! This isn’t as daft as it sounds because it usually isn’t broken for everyone.