(07-16-2020, 03:09 PM)matosys Wrote: So you consider yourself being helped if one of those 2 scenarios come true? The shipping part in itself for parts is like 2 weeks, in an express package and more like 3 in a regular one. If there's any delay in your ticket getting served to begin with, 39 days are nothing. This is something you opt into, pretty much. If your expectations are different, your expectations are out of line, to be honest.Yes, in any other scenario you still have a broken laptop and are $200 short. I mean, what else would you consider "helped" or "resolved"? You can't buy another laptop or fix the broken one with "Good thoughts and prayers".
Quote:The same goes for your expectation that things like boarders closing and quarantines should be taken into account. The situation changes pretty rapidly. You can't take things into account, that are out of your control. The only thing one can do, is trying to do business as usual and do one's best.Things like this are called "risks" and as far as I know, risk analysis is a standard part of any business plan. You don't need a BA in Business or an MBA to conduct at least a rudimentary risk analysis. I mean, I don't know what your day job is, but you just did this analysis yourself when you correctly identified the rapidly changing situation as a risk. I would, however, disagree with your conclusion - as a business, you can and should take risks like the unpredictable situation with border closures into account. You can't influence the closures, but knowing the situation you should have at least a "Plan B" in case things do go wrong.
Quote:And the same goes for the setting of a price. This is not the first product and pricing has been fine until now. The factors to be taken into account are known, and one of these factors is the price quote from the factory. Part of doing business is putting trust into your business partners. It does not work any other way.I'll clarify what I meant here: if having higher prices meant Pine could hire more people to deal with a higher volume of orders and issues, I'd rather they upped the prices. Having a bit of profit from each device sold could cover more/better support and sales agents, R&D, factories with a better track history, additional QA... Hope you get the picture.
(07-16-2020, 04:16 PM)natasha Wrote: We could go complaint by complaint. All the complaints are right. We must be upset and keep complaining to Pine64.
However, we have to complain so they know that something is not working, and they can take action.
Well, that's the problem, all of Luke's responses so far are saying they aren't planning to take any action.
No plan to hire additional support agents, no plan for preventing the same hardware issues from cropping up again in the next batch... Instead, they are going to repeat all those mistakes again, and offload all of the risks on their customers... Again. Because it worked for them before, when there was no pandemic, they weren't shipping multiple devices at the same time and they were producing devices on an entirely different scale (much smaller production runs).
