July Community Update discussion

[Luke]

@Jazzband Lets get one things straight, just because there were more issues with the first sub-batch of PBPs doesn't mean that all, not most and not even 'many' were somehow faulty. All it means is that due to poorly executed QA by the factory there were more units with issues shipped. To my knowledge - and I am not support (thankfully) so I don't have complete insight - all those who filed issues were provided support.
Also, your comment was not deleted but went to spam for whatever reason (together with surprisingly many other comments). Should be up now.

@Luke Wonderful, then I see no reason for you to avoid answering my questions about the number of reports vs the number of resolved tickets. Besides, didn't you promise to share this data in the other thread? I'll even leave a link and quote it here for your convenience:

If it truly matters to you and others, then I'll be happy to share the numbers when everything is done and dusted; my impression is that there were 2-3x more issues reported by users in the first sub-batch than usually.

Next, you haven't answered this question:

What is being done to prevent the same issues from cropping up again in the next batch of PBPs?

You are already planning your next production run for PBPs in August. But have you identified the root causes of all of the issues reported? How are you going to prevent these issues from cropping up again in the next batch?


Finally, you're saying that

all those who filed issues were provided support

As of this moment, my support ticket is 39 days old, and it's still not resolved. Is this how you're "providing support"?

In fact, it took you this long just to ask me to ship the faulty part of the laptop somewhere "for testing". Mind you, there's not a word on how long this "testing" is going to take. Given your current track record, I'd expect another month or so before I could really say you've actually provided me some kind of "support". Besides, to me, "testing" sounds like you still don't know for sure what's wrong with my PBP and a bunch of other laptops with similar symptoms. Yet here you are, already planning to sell more PBPs.

• I'll post the reported issue rate for the first sub-batch of PBPs when I get the numbers. I already requested this data, but because of the situation with shipping of the PinePhone I haven't received a response from support re. the figures.
  
• I think that my post made it clear what we're doing for the next batch of PBPs, but let me reiterate for the record that we have changed the factory we work with. This is because the previous factory betrayed our trust. Besides, as I've already explained, the only reason this situation occurred was because we couldn't perform independent QA (which are always done) during the pandemic. The team unpacked and performed independent QA after the initial problem reports, hence there were no unusual reports on the remaining sub-batches from the previous factory.
  
• As for planning future batches ... yes, of course, as majority of users have had a great experience with the PBP ever since it began shipping ~1 year ago.
  
• Lastly, if I understood correctly, you have been serviced / helped out - just not at the pace you expected. Is this correct? Well, swift operation is not something we can guarantee under heavy workload unfortunately. Simply put, there are limitations to our capacity.