Perspective and perception… it’s an interesting thing. Apologies in advance for the following “essay”, but I do feel the need to say something here.
As @LeeS said, we do feed info back to the relevant peeps at our end. Much as we’d love to have them for you guys, instant solutions aren’t always available – and then when you think you have something sorted, frustratingly it isn’t or a further complication arises. That’s certainly been my experience in working in tech support: some are quick and easy, some are not so much, and have you feeling like you're banging your head against a wall.
Early on I tried to take out the antagonistic sting out of this thread’s issue as I personally believe that, more often than not, synergistic relationships work better for all concerned. That view is shared by many at Samsung, and one of the primary reasons this Community was set up; and why I’m here on it (other than the pizza, of course). For technical issues like the one in this thread, I don’t think something like marching on offices or "naming and shaming" achieves anything useful, apart from alleviating frustration. I do think you guys reporting your experience with as much info you can give us about it, and us sending it over to the relevant product teams to see what they can do to improve stuff, is more beneficial for everyone, including those out there that haven’t taken the time to get in touch with us or for some reason are unable to do so. That's as much true for this thread's issue as any other ones on the boards here. But hey, maybe that’s just the way I roll. Bigger picture and “let’s work together to make a better world” type hippy stuff.
Also, with the moderators currently being the highest posters on the entire UK Community, I think it’s a tad unjust to accuse us of not answering stuff - even the not-so-simple queries. In truth, our role on the Community was supposed to be mainly one of regulation/admin with the odd response here and there to get conversations going or give encouragement/discouragement as needed, but we’ve decided to go beyond that initial remit and commit a large chunk of time and resource to participating. You folks don’t see it, but we’re constantly bothering people in other departments with queries.
Fully appreciate that it might feel as though we don't care or have forgotten about you though, but that really isn't the case, and the reason we don’t post as much in this thread is there’s nothing for us to say other than “Thanks! We've fed this back," or "It’s being worked on, guys” – which as some of you have said isn’t something you want to hear every day (and given how the thread turned early on, not something you folks would necessarily believe if put on a looped repeat).
@Monkfish wrote:
I'm sure there will be a lot of people here that are happy you have responded Ant. And it is good.
Though you may not have much new to say, "managing expectations" is something that all companies have to focus on - it can be more important that what you actually deliver. Toiling away in the backoffice is great, but perceptions are what matter. Who knows whats going on behind closed doors? The development teams may be continuing to develop their firmwares in isolation for example. Or perceived to.
Even if there is not much news, I'm sure the guys here (visible and lurking) would be happy for weekly status updates - say on a Friday afternoon.
That way you'll build your community, people will get behind you, the pitchforks will be in *less* demand, and expectations will be managed.
(I may no longer have the k650, but I am a happy owner of other Samsung equipment, including a nice unsmart TV that I bought in 2007 and has gone strong for 10 years now.)
No worries. And good points raised, Monkfish. I'm happy to keep folks updated from now on in - even if it's non-news.
