@edged1g wrote:I posted the requested information over a week ago along with a VIDEO showing the issue? How about an update? Or an acknowledgement of the issue? Something!
I think two things that would help the customer experience would be 1) release notes (explaining what a software update is expected to do), and 2) an official bug tracker (where you could find a bug you're experiencing, and click "affects me too" to add priority, hopefully. And, be notified of status changes, etc.).
The way it is now, it's like a pitchforking mob outside the gates (not knowing if something is a bug, or intentional feature changes). Danny takes our grievances to the man behind the curtain. We never know what the outcome is (if it's deemed low priority).
IMO, this lack of organizing customer impact into a coherent view (and clear, one-source visibility back to customers who are impacted) is a great source of customer dissatisfaction. A tracker would also be good for Roku because it could collect all the necessary info (tv model #, etc). Often people just post "my tv has no sound..." Roku could guide people through supplying meaningful info.
Maybe that could lead to allowing customers to "beta test" updates. Change the update screen to allow rollback to a previous working software version, and ask the user if they would like to report a bug. Open the initial bug report for them (with system info pre-filled), and supply the tracking # for them to use their browser to fill in the details about the problem. That bug could then be merged with an existing bug (the user notified of that status change).
That would be something of a user-based "beta test." The impact to the customer would be reduced. There would be meaningful data collected, and visibility of issues to all customers.
The status quo (of impacting people, with undocumented changes, and no feedback about what to expect in terms of resolution) is unbelievable. If this were open-source software, volunteer-developed (Linux), I could understand. But, this is stuff people buy at the store and expect to be professionally developed, administered, customers treated with dignity, etc. People could be sitting around thinking "hopefully it will be fixed" when there's no intention to do so. It's like a blatant lack of empathy for the customer; lack of basic consideration for their experience. It's like the world revolves around Roku. We're all supposed to be grateful for whatever we get.
"People are often amazed at how much we’ve done with the number of engineers we’ve got." (Roku CEO Anthony Wood, Austin Statesman, Oct 4, 2019). "Amazed" is one way of putting it.
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