I think I made it clear what Iām aware of (may indicate). We canāt know details about the hidden mass of the iceberg because itās hidden ā but we know it has to be there (itās an iceberg after all).
Reading the support threads carefully, you may come about some that were made publicly visible after creation and if you participate in enough support threads over time you might end-up with some that got hidden away for reasons.
OK. So letās do this. The problem that troubles many companies, especially those that start from a small base is growth. Hardware is easy, production capacity is too low, people canāt get the product they paid for, bad publicity ensues and demand then reverses.
Software and services is different. There is no problem providing what people have paid for. The issue becomes the ability to properly support the product or service provided. My guess is Roon are approaching the juncture where they need to invest quite heavily in supporting the product if they are not doing so already. Several days to respond to support requests is potentially problematic for them.
For me this is a potential tipping point. Do Roon spend the money to enhance their support capability or do they come together with another entity with deep pockets and support capability.
What would the above look like?
2 Likes
I think that they would be far better off focusing on the customerās user experience specifically surrounding support engagement. They donāt necessarily need a partner with deep pockets and support capabilities. What they probably should do is partner with an entity to provide excellence in the customer communications space. This would allow the internal support team to focus on what they do best while providing a quality contact with the user base.
2 Likes
This is all a hard question unless one sees Roonās financials. It seems they have a big enough user base to generate the revenue necessary for a top-notch support organization without sacrificing something else.
But who can say? I would bet that Roon 2.0 increased their server footprint substantially given how much more reliant on Internet connectivity Roon is than ever before, and that may be a large added growth cost. Who knows? The marginal cost per subscriber may be more than we think for Roon.
What if the new streaming service swells numbers as no doubt Roon will hope for ?
the MQA threads are also a joy to read.
Iām here so much less than I used to be that I didnāt even know this thread existed until just now. Got turned off sometime early this year. Not sure if that coincides with othersā disillusionment. Ah well. I was never OG Roon, but I did dig the fact that people here helped me do things and learn things I likely would never have had the courage/gumption to try on my own. Now Iāve found different outlets. Sic transit gloria mundi and all that.
9 Likes
I only drop in occasionally now and I have support threads muted so my front page usually shows some very active music threads and then quickly (15 posts currently) goes to 10 hour + posts.
I received a PM from a poster on this thread out of the blue intimating that things have gotten worse since May when this post first aired rather than better on the roon forum.
My opening post ended with
Has much changed, for better or worse?
.sjb
2 Likes
I feel the same and have cut back with posting something because sometimes replies from others seems to be harsh and really unnecessary. I have said before that I wish that in addition to a āLikeā that there was a āDislikeā about a post as so you could leave it there and move on but true to form to have that statement also trashed.
I do think that the forum has more pluses than negatives and on a daily basis it is helping users figuring out Roon. I also see others, especially new users, getting absolutely no help and sometimes days and days go by even after a response. I think that some new users are clueless about Roon and have a hard time navigating and also explaining what their problem is which sometimes makes it hard to understand them. Naturally they are frustrated and some can handle it better than others can when someone is trying to help them.
āMD
2 Likes
I have mixed feelings.
One the plus side, the volunteer moderators are very nice and try to help resolve issues with the software/hardware issues that come up with Roon. Recently, Geoff & Co. helped me fix an issue with my library updating that had been bugging me for quite a while.
I understand that Roon is a small company, but the number of people that visit this forum isnāt huge. It would be nice if Roon staff were more present here. Roon isnāt extremely expensive, nor is it cheap. I donāt think itās unreasonable for someone to be able to submit a support ticket and have it addressed within 48 business hrs by actual Roon staff.
Accurate metadata is one of Roonās core features and I donāt feel like it is treated as a priority. If their current service partner in this matter isnāt sufficient, they should find an alternative. I have plenty of albums in my personal library that are also available on streaming services like Qobuz and Tidal, but are not Identified.
I submitted a request for an erroneously identified album to be fixed (the album was released this year) and nobody at Roon has responded in many days.
1 Like
Unfortunately, as has been explained many times over the years on this forum, there is no better alternative to find. The business of recording metadata is a colossal mess.
True but it could also handle it a lot better with what there is. They promise a moon on a stick and charger a premium for it yet I still correct metadata for same albums in Plex that pulls from same source . Roon just seems to pull some other album out of the hat. Itās correct in the metadata services to as I checked.
2 Likes
Then they should have super convenient editing tools within the app for those cases when they canāt identify the composition or album. Drop down menus of works, etc.
A convenient workaround is always available if thereās a desire to please your customer.
And what I just suggested is not very difficult to implement.
2 Likes
My take is that Roon Labs is not all that interested in pleasing their external customers. They have other priorities. We just buy a ticket to ride along on their adventure.
10 Likes
They have internal customers?
13 posts were split to a new topic: Roon Support of Linn (and vice versa)
One way of looking at any privately held company is that they only have internal customers ā their owners. What gets done is what those customers want to get done.
Less generally, in my experience a project like Roon only happens because someone on the team really really wants to use it themselves.
1 Like
All good until their Internet goes down 
9 Likes
I only know of cases where someone on the team really really doesnāt want something.
I see. Not implausible. Not sure if itās a great long-term strategy. But, then again, I never ran a companyā¦so what do I know?
1 Like