Booxtor: you asked for this explanation, and then no comments from you at all?
Originally Posted by Zetmolm
Booxtor, first of all: I'm not criticizing you. Apparently you're doing a great job supporting the readers you sell, and it is good to know that you've managed to build good relations with the developers in China so that they help you to get things done.
Also, I understand Onyx' business model where they sell to distributors, and distributors sell to consumers.
When I mention broken promises, I actually mean situations where Onyx not only left consumers but also their distributors standing in the cold.
One example: earlier this year the Russian distributor promised us that 1.7 firmware for the Boox 60/A60 would be delivered before the end of 2012, apparently based on an agreement they had with Onyx. However, just a few months ago Onyx decided to stop all development for older devices, and judging from what I read on the Russian forums Onyx did not even properly inform the Russian distributor about this decision.
Another example: when the new owners of BeBook contacted Onyx earlier this year to get a final firmware update for the Club S that would fix all known bugs, Onyx just refused to do that, even though BeBook was willing to pay for the update.
And then I'm not even talking yet about how Onyx dropped support for the M90 and M91 even before they got the major bugs resolved, leaving owners of these devices with an inferior reader, and distributors with hard-to-sell stock.
When Onyx started selling readers 3 years ago they decided to position themselves as manufacturer of high-quality readers. They were aiming to be the best. The first year they sold just one model, and tried to perfect it as much as they could. But since then they lost control. They bit off more than they could chew. They introduced too many new models, more than they could support with their small team. That is where the problems started.
I do understand their dilemma: as an innovator they cannot survive without introducing all these new products, but they also cannot survive if they have to keep on maintaining the software for all those models. So I do understand why they made the decision to drop support for a number of models.
But the other side of this is that now they no longer take responsibility for their own deeds. Most of the products they delivered were not finished yet. There were still a number of serious bugs in them. In my perspective they do have the responsibility to resolve those issues; it is not the distributors that made the mistakes but the Onyx developers, and they should resolve them, especially if they want to be the high-quality company they claim to be.
So, the problem is not that distributors do not properly take care of customers. The problem is that Onyx does not take their responsibility.