Firmware Update Delayed...

[delphidb96]

I know. I know. Bottom post. But I just didn't feel like it.

If you feel this strongly, then might I suggest that you join an effort - and I would think, or at least presume, there is such an effort - to port Mobipocket to a 'generic' e-ink ebook reader. For example, there's Open Inkpot for the Hanlin. Of course, you might find that to do such a port, you'd need the Mobipocket SDK, and you can't get such an SDK without first signing an NDA and you have to agree to not put support for any other DRM'd ebook format in the app. Plus there's the fact that the SDK itself is built around the JVM. Still, the SDK is free if you meet Mobipocket's criteria. (Yes, prior to going with Bookeen, I was researching this information out for NAEB. Further I cannot discuss because of the NDA - none of what I related was part of the NDA.)

If that's not your cup o'tea, then you, I and the rest of us will have to suck it up and wait. That's not a very pleasant experience; still, I expect the communication with their customers is something that Bookeen needs to improve. As someone mentioned in another thread, all this frustration, bugs in the firmware and lack of communication is detrimental to the Goodwill that Bookeen needs to survive.

Derek

Originally Posted by cmbs

My problem with Bookeen is very much their communication.

They ignore customer emails. When I got my cybook it wouldn't work correctly. That's a $350 brand new product that doesn't work correctly. I wrote them THREE letters, EVERY ONE IGNORED. That is a problem.

There is no troubleshooting on their website, no way to get help for problems with the product. If they had that, they wouldn't receive as many emails in the first place.

They give out information, sometimes (very hit and miss), to people who write. Important information, like the update to build 538. Again, THAT INFORMATION SHOULD BE ON THEIR WEBSITE, freely available to all their customers.

They give out release dates for the upgrade that they then don't meet. We wouldn't expect an update the first week of April if they hadn't said there would be one. They themselves have created that expectation. AND they're giving the dates out only to some people who write and ask, and again, this should be an announcement publicly made. Of course I want the update to work correctly. I don't mind waiting if I feel they are working on it. I do mind them giving out dates they don't meet, and I think any dates should be publicly announced.

If their communications were better, I'd be far less critical of them. But I still believe the product shouldn't have ever been sold with some of the problems it has/had (before build 538, which by the way, some users still don't know about). I don't think it was thoroughly tested before going on the market (and to believe it was is to believe they put it on the market knowing full well about the problems). This, along with their other behaviors, makes me think they're more interested in sales than in quality.

edit:
Do you need more proof of where I get my opinion from? Look at their blog. They have given out two release dates that have come and gone (to a few lucky souls who wrote and were blessed enough to receive a reply- and who so generously shared that information with the rest of us, like bookeen should have done in the first place), and now they have finally posted two new entries on their blog, and neither touches the subject of the overdue updates. Instead all they're doing is bragging about how many more people are being exposed to their product. How much time have the "two guys in a back room" been devoting to an upgrade in between working out all these deals to get their product to market?

What is the point of these blog entries? To impress us with how impressed others are with their product. To improve sales. They are just confirming my belief that they are far far more concerned with sales than with service or quality.

[DaleDe]

Originally Posted by HarryT

I do suspect that Bookeen's development team consists of two guys in a backroom somewhere. It's very much that kind of a company.

Maybe only one but I hear they are hiring.

Dale

[zelda_pinwheel]

Originally Posted by cmbs

What is the point of these blog entries? To impress us with how impressed others are with their product. To improve sales. They are just confirming my belief that they are far far more concerned with sales than with service or quality.

you seem pretty outraged that they would be making such an effort to sell the product that they have invested so much time and effort (and probably money) to create. but you know, if they don't sell enough of them, they won't be able to pay those "2 guys in a back room" and there will *never* be a firmware update. or a Gen4. and that will be the end of Bookeen.

i'm not saying they should not communicate more, but you're kind of unreasonably critical. they're not a bad company, after all, and they are obviously trying. to hear you talk you'd think they were clubbing seals.

[zelda_pinwheel]

Originally Posted by DaleDe

Maybe only one but I hear they are hiring.

Dale

hee !!!

[delphidb96]

Originally Posted by zelda_pinwheel

you seem pretty outraged that they would be making such an effort to sell the product that they have invested so much time and effort (and probably money) to create. but you know, if they don't sell enough of them, they won't be able to pay those "2 guys in a back room" and there will *never* be a firmware update. or a Gen4. and that will be the end of Bookeen.

i'm not saying they should not communicate more, but you're kind of unreasonably critical. they're not a bad company, after all, and they are obviously trying. to hear you talk you'd think they were clubbing seals.

{Outrageous humor}
But! But! But! You mean they're NOT clubbing baby seals!
{/Outrageous humor}

Derek

[zelda_pinwheel]

Originally Posted by delphidb96

{Outrageous humor}
But! But! But! You mean they're NOT clubbing baby seals!
{/Outrageous humor}

Derek

bet you're sorry you were so hard on them *now*, right ?

[Barcey]

You probably just spoiled their announcement of the optional furry white cover.

[delphidb96]

Originally Posted by Barcey

You probably just spoiled their announcement of the optional furry white cover.

Dang it!

Derek

[BarnOwl]

It seems that it is not just me that's surprised about the lack of communication and user support from Bookeen.

I am a bit surprised though that there seem to be a lot of people here that have NO ISSUES at all with the device......

Surely I like the device and I read a lot with it. But one of the most annoying bugs is the fact that the device is not able to save the last read page properly. And I am not talking about the italics issue, the bookmark issue, the rare but nevertheless random crashes, the fact that there is no proper low battery warning resulting in a terrible lock up where one is only to be able to revive it again by connecting it to the power and firing a rapid set of magical spells........

Concerning the firmware update: Why not release a beta as so many do for the ones that don't mind reporting a few bugs? This way you can actually use the usergroup for feeback to better the product.
But I get the strong impression Bookeen is not interested in feedback from their users at all.

As the Bookeen blog is only publishing matters of Public Relation and marketing maybe we should post some more reactions there about the REAL user experiences.

[GeoffC]

Up until today , I had no serious issues with my Gen3 - then all of a sudden
I've lost bookmarks in one book and last page is not remembered .

Have I done anything to upset it ?
No .
I've attached it to my PC, downloaded manually 2 new books to the card , disconnected using XP's hardware disconnect ......

At least page turning's a doddle - no problems with that

Edit : Now it refuses to add any bookmarks .....

[delphidb96]

Originally Posted by BarnOwl

It seems that it is not just me that's surprised about the lack of communication and user support from Bookeen.

It is less communicative than what I'd expect from a US corporation, I'll give you that. I tend to think this is because it's a much *smaller* operation.

I am a bit surprised though that there seem to be a lot of people here that have NO ISSUES at all with the device......

I've noticed that those who have problems are most vocal. And they tend to seek out every possible source of aid. Thus, we get a lot of those people right here. It would be nice to actually get some idea of how often a bug/crash occurs. Presuming that our customers' experiences are normal, I've not seen but about 1-in-12 or 1-in-15 customers reporting problems. That could be the customers we attracted were more willing to be patient with a first-generation device; only time will tell the whole story.

Surely I like the device and I read a lot with it. But one of the most annoying bugs is the fact that the device is not able to save the last read page properly. And I am not talking about the italics issue, the bookmark issue, the rare but nevertheless random crashes, the fact that there is no proper low battery warning resulting in a terrible lock up where one is only to be able to revive it again by connecting it to the power and firing a rapid set of magical spells.........

What?!? You mean you didn't receive your Magical Spells for Restarting Your Cybook Gen3 Toolkit? It's supposed to be right there in the box, tucked under the Omni-functional Kitchen Sink Expansion Set! I am shocked! Shocked, I tell you!

Concerning the firmware update: Why not release a beta as so many do for the ones that don't mind reporting a few bugs? This way you can actually use the usergroup for feeback to better the product.
But I get the strong impression Bookeen is not interested in feedback from their users at all.

Yeeeeaaaaaaaahhhh. Right. Now why would Bookeen stop using the update delivery model so successfully used by Microsoft and other major software manufacturers?

As the Bookeen blog is only publishing matters of Public Relation and marketing maybe we should post some more reactions there about the REAL user experiences.

Derek

[montsnmags]

Originally Posted by delphidb96

{Outrageous humor}
But! But! But! You mean they're NOT clubbing baby seals!
{/Outrageous humor}

Derek

No, they're more your "piano bar" kind of seals. I believe walrus are really into clubbing though.

Cheers,
Marc (who has a car, but has never blown a seal (I don't even know what that means))

[zelda_pinwheel]

Originally Posted by montsnmags

No, they're more your "piano bar" kind of seals. I believe walrus are really into clubbing though.

Cheers,
Marc (who has a car, but has never blown a seal (I don't even know what that means))

pff, don't be fooled, they look all cute and innocent with those big round eyes, but those piano bar seals know how to raise the elbow (fin ?)... i've seen them down entire bottles of vodka (cleverly disguised in classy martini glasses, of course, ambiance oblige) and still not fall off the barstools.

[Barcey]

I believe the clubbing seals are mainly from Hilton Head, Spears Point and Lohan Island. I'm not familiar with the piano bar seals.

You're right about those walrus' though. They really get down.
http://www.youtube.com/watch?v=DDg7kWgs5e0

[zelda_pinwheel]

Originally Posted by Barcey

You're right about those walrus' though. They really get down.
http://www.youtube.com/watch?v=DDg7kWgs5e0

THANK YOU for that !!! excellent way to start a monday...