Steggl wrote:
What really, really pi**es me off is that WD refuses to address our problems and to commit to dates when they want to resolve them. How hard can it be and how much trust could they gain by doing so?
First of all, if you read the above posts, you'd see that a WD Staff member does actually address some of these specific problems. But more than anything, it's not that we refuse to address something. It's that until we know that there is a real issue, we don't always know what to address.
Secondly, we can't commit to dates, because there is too much involved in the process of addressing these issues. We have to be able to reproduce them, then identify the cause, then find a solution, then test to make sure that it works and doesn't break something else. As I've said in other posts, that can take a month, or more.
Furthermore, we are constantly running into the issue of users, who are posting the problems, not responding back to us when we ask for more information. You can't really expect us to fix an issue if we can't get enough information to even reproduce the problem.
It's kind of a Catch 22 situation. We can't expect people to keep a product if it's not working for them, but we may need more information as to why they're even having the problem. And if they return the device right away, then we're pretty much done with getting anywhere with that issue. I can count at least a dozen times this has happened over the last month where users either returned the product, or simply never responded back to us, when we needed more information.
However, we are working on ways around this even as I speak. So, as we go along, there should be improvements in the process.
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