Yet, the point isn’t about log files. It’s about providing essential information for support and the community to help, i.e., completing the included support template.
Invariably, support threads close automatically because the OP doesn’t follow through with the requested information.
I have already made the proposal to include the user’s configuration (as in the support template) part of the account information.
The risk is that is nor updated frequently enough (but a suggestion/request to update with each Roon update would help a lot in that matter). Still it would indeed far better than the actual situation/behaviour.
But in the end, support will in most cases still need the log files. User’s configuration helps to classify the problem, in most cases not to solve the issue directly.
The Support team usually only asks for logs when they can’t pull them remotely from the Roon Server. Most of the time they don’t have to ask…
Here are a couple of counterpoints from last month:
Both of these companies were cordial and communicative.
Are we talking about those cases? It sounds to me like we are talking about engaged users providing details. The slackers aren’t here complaining.
The solution isn’t to ignore the customer at that point. It is to figure out how to stop this from happening in the first place. Roon are running a business, not a day care for baby tech support folks who don’t understand customers.
Many people who can afford Roon—who are even in the audiophile space in the first place—are used to proactive assistance. If I tell the engineer on my yacht that the wakeboarding rig isn’t working, I expect him to go and fix it without whining. He’ll call to clarify, not leave me a message on the Yachters With Broken Wakeboards Forum and hope that I see it or even care. He’ll work to solve the problem.
I’m not saying that this is great behavior by the customer, but it’s a mindset among wealthy people that has to be accounted for. Roon doesn’t seem to know the minds of any of their customers, which is further proved by the truly endless list of broken or missing features that never seem to get solved or even acknowledged. They have the worst CRM of any software company I deal with or ever have dealt with.
Browse the boards of any small high-end software company to see how responsive the developers are. There are many examples (Models you can use, Roon!) of helpful thoughtful and caring companies.
Roon is pretty great when it works (and people get hooked, like with crack, so the pain at failure is surprisingly hard), but when it doesn’t, people who have been around here for a while or people who come and look at the forums see that they have to make a decision: try to engage with an unresponsive and seemingly uncaring software company, or bail out and use something else.
Is that how Roon really want their customers to feel?
“Like it or lump it, we don’t care what you want or need, this is our boutique software and we built it to serve our own dreams. You’re lucky we let you use it at all.” is the message.