Support? What support?
bingbashbosh last edited by
Been waiting on a fix for a problem supposedly many users are experiencing. Still no fix for months. Regret buying this piece of trash amp.
Gary_Hutchings last edited by Gary_Hutchings
They have software engineers and programmers listed on their Linkedin, but I can find no one with with "Support" in their title.
Like most companies these days, the financial people probably convinced them, on paper, that it would be cheaper not to have a dedicated support team. The "Support as an after thought" model of business..
If they do have something like "Technical Support Team Manger", I don't think they give it the level of importance it requires.
I think they are going through what I call the "Symantec" syndrome. That is where the company is focused on "New!", thinking that is how they will make the most money. They focus on new features, new hardware, new services, and do not give proper attention to "Bug fixes" and hardware issues.
Working at Positive Grid has to be an absolute nightmare. Support can no longer just send some tech notes and pretend the customer is stupid.
All of the short sighted decisions made by Sales and Upper management are coming home to roost.
They have had people like me, with world wide software dev reputations, offering them free advice, but they will only listen to their own "Eco Chamber" of sales and upper management.
This is a pivotal moment in Positive Grids history. They will either stop, and focus on the existing products, existing features. They will build a real support teams or they will go out of business as we know them.
I told Symantec the same thing, for the same reasons.... What happened to Symantec? Yup...
Positive Grid is not a lost cause, but if they don't change their entire direction towards fixing what they have already sold... "♫ Turn out the lights, the parties over ♫"
They need dedicated technical support. Pro Tip: Good technical support can directly call out programmers and hardware people. Knowledge cuts through egos.