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Originally Posted by theusualuser
I've gotten to see a community enraged over the lack of support for a product that is either trying to re-tool it's operation OR shutdown completely (depending on who you choose to believe).
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I suspect most of us believe they're trying to re-tool. It's just that we've seen several other companies announce "changes soon!" followed by "changes soon!" followed by "um, slight hold-ups; plz wait" followed by "changes soon!" ... followed by a 404 message on the former website.
And not reacting to potential customer feedback is a bad sign. I don't mean Jenifer; she's been as responsive as we could want. I mean that the website still says the EZReaders are "out of stock," not "temporarily unavailable to sell;" the bookstore still has links to products you can't buy; its search engine is still incredibly limited--it'll show you whether they've got a specific book, but not a list of books you might be interested in by any reasonable criteria. Which means that, whether or not they "want" to hear from us, they're not willing or able to provide the public with
what's known to create sales.
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And most of all, I've gotten valuable insight in EXACTLY how to lose a userbase's trust completely and wreck any future chance of selling a product.
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Nah, they could get it back. All they have to do is get the devices problems sorted out in the next, oh, three weeks or so, before the Christmas buying rush kicks in strong, and make the website pleasant & useful before Christmas, so that when people open their new ezreaders, they immediately hop online & go to the bookstore to buy content for it.
Or they can wait until next year to try the same thing, but the tech changes will probably make their current devices obsolete to most customers by then.