|
I agree that some customers will complain no matter what path you take. I don't agree that Kobo struck the right balance. I don't beleive making vague statements regarding update dates as in "we expect to be rolling out an update soon." and then hiding behind a wall of silence when encountering problems is the right solution, or leaves an impression of being professional.
I would have preferred that Kobo would have done a better job communicating when they ran into snags. They don't need to specify a date but they could simply state the nature of the problem without going into minute details and give a revised estimate. Yes, some people will pillor them, make sarcastic comments etc., but my guess is, far fewer than they brought on themselves by going silent.
|