I've fallen a little out of love with the Roon forum 💔

[Robem]

I couldn’t disagree with you more in a few aspects.

I try not to bring things to RoonLabs Support unless they are real issues. Memory leaks, processes terminating, cross contamination of profiles, to name some off the top of my head. Why do I need to describe my setup to anyone other than RoonLabs support team? I have over 35 years experience supporting complex interconnected systems myself, I don’t need some amateurs that are looking to boost their post count getting involved in my support needs just so that they can appear more authoritative to others.

Added: there’s only one person here who has ever been of any help to me, and he’s one of the people that’s been chastised in this thread.

[wideopensource]

lol, they are saints, gotcha.

[Frank_Nickel]

@Mark_Sealey

have only been using Roon and frequenting this forum for less than five years; I’ve rarely, if ever, had a support issue unresolved - one way or another

I have an open ticket which is over three and a half years old. So all is not well on the Support Front for everybody.

@Mark_Sealey

Oh the must be distressing; I’ve obviously been lucky - in all those years of browsing many times a day I’ve seen but a couple of cases.

Without any sarcasme I am happy for you. But pointing that out to someone who has a problem doesnt help that person very much, don’t you think?

[Frank_Nickel]

It is anyones choice to do a job or not. If I am not up to that job - be it voluntary or professionally - I would not do it.
My wife works in three different libraries and they rely heavily on volunteers. The amount of payed employees (50) is way less than the amount of the volunteers. (240). Despite of being grateful to their contribution there is always a critical review on their work.
I am just wondering if that is the case here too.

[Frank_Nickel]

@Mark_Sealey

To me it seems a near miracle that Roon can support so many (tens of?) thousands of possible hard- and software combinations.

Maybe I judge to hard on that one, but:
It was their own choice to take up that road. So you might embrace yourself what is coming up on the Support Front.
I have a little problem with that one. Roon is not quite cheap for what it is doing. Mind you. I am not complaining. But when I look at other software which comes for free, like for instance Kodi, I really wonder how they can manage it on quite a lot of platforms (Linux, Windows, Android) and get the job done gracefully, without any cents spent on my side.

[DDPS]

Has anybody here ever tried to play this:

Moderator Mayhem: A Content Moderation Game

?

[Mark_Sealey]

Frank,

@Frank_Nickel

But pointing that out to someone who has a problem doesnt help that person very much, don’t you think?

I too have a ticket which is not getting immediate attention; and is nearly five months old. I can’t pretend that I’m 100% satisfied.

But it’s the only one; and I guess that the good people at RoonLabs are either puzzled or working on it. I agree, I wish that were better

My reason for alluding to my experience was not at all to deny that others (myself included) do not always get the service which a more orthodox ticketing system can provide. But to invite a look at the ‘big picture’ in the sense that it is likely, I would have thought, that those who complain about delays an unresolved problems and then draw all sorts of conclusions about how awful things are may not be wholly representative of the wider situation.

Have you tried ‘re-awakening’ your tickets? Good luck .

[Frank_Nickel]

Yes, I agree with you on the “Helicopterview”. At some point frustration takes over and might colourise the personal view to the negative.
Overall I too believe that they are doing their best.
No, I have not reawaken my ticket. I have done that in the past and at some point I just got tired of it.

[Mark_Sealey]

Understood, Frank. Where is the ticket in question?

[Menzies-Old]

I have had a go

Me, a moderator, who knew

[Rugby (aka Daniel or Big Dan)]

@Frank_Nickel

I have not reawaken my ticket. I have done that in the past

The quad playback issue?

[Robem]

@Frank_Nickel

Overall I too believe that they are doing their best.

It costs very little to communicate, dialog has the potential of turning a negative customer support experience into one where understanding, and ultimately increased customer satisfaction leads to a positive outcome. Being ghosted and kept totally in the dark leads to the opposite.

[Shawn_H_CO (Shawn Huckaby)]

@Robem

It costs very little to communicate, dialog has the potential of turning a negative customer support experience into one where understanding, and ultimately increased customer satisfaction leads to a positive outcome. Being ghosted and kept totally in the dark leads to the opposite.

It’s such a core tenet of good public relations, and a complete mystery why so many companies get it so wrong. You always err on the side of too much communication vs. too little.

[Frank_Nickel]

Yes, that one

[Frank_Nickel]

That is exactly what happened. I repeatedly had to ask about the status of the issue.
And at some point there was only silence from the Support team and I gave up.

[Norman_Spector]

IMO it would be useful for Roon to open a topic entitled “Suggestions for improving user support"