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Anyone noticed what kind of damage you are doing to the Prime?

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Diamondback
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Exclamation Anyone noticed what kind of damage you are doing to the Prime?

Hey guys,
I really need to rant a little bit now.

This thread is for everyone creating all those "kill ASUS on facebook/twitter/blog sites" threads.

I really understand your angryness about the initial issues with the Prime, but has anyone of you guys ever thought about that you are doing huge damage to both ASUS and yourself with those hate campaigns?

Best example: "Lets spread information about minor software problems all over the web and its major blog sites"

This is ridicioulus guys... Seriously, ASUS really can't fix for example the serialnumber issue within 3 days...
They need to find out what's wrong first. After that they need to fix the problem. After fixing the testing follows.
All this needs time. And spreading rather unprofessional information all around the web won't speed this up at all.

But now to the main part of my rant: the damage being done to us, the owners of the Prime.

Do you guys really think you are doing anything good with those social attacks?
In fact you are driving many people away from the Prime for reasons which are seriously non-issues.

Lets re-think about the issues and ASUS reactions:
  • GPS issue: ASUS confirmed, that this might be a hardware problem,
    it seems they are starting a bonus program for the ones not happy with the GPS (either 6 more months of warranty or a full refund)
    This is actually really embarassing for them, but I couldn't think of any better method to solve this issue
    (we are talking about realistic methods here, giving you a free TF700 is not realistic)

  • The Wifi issue: Well actually we do not know much about this.
    ASUS told us it's not a hardware issue, rather an issue of specific batches with wrong firmware. We will see in the future what they can do here

  • The Wifi/BT issue: As several members found out this is a real non-issue. Speed drops appear across all devices and platforms when using BT and Wifi together. Nothing really to complain about here

  • Random lockups and reboots and unknown serial number issue: ASUS is aware of these problems, already got fixes and is testing these fixes right now.
    Nobody else tests fixes with real customers in a public forum. Thats' great!

Now lets talk about that damage I am always talking about:
Here the facts:
  • Reporting minor software issue (GPS and Wifi aside here) definitely leads to a smaller customer base for the Prime

  • Major news sites falsely reported the serial number problem as a hardware problem, leading to confused users which do not want to buy this tablet

  • Smaller userbases always lead to less support, both from the company and also from our own developers.

  • Less company support means that we will get less often and lower quality updates for our Prime. The device will be abandonned much faster than devices with large customer bases

  • Less dev support means less innovating new features from our side, less custom ROMs, less custom kernels, in fact the smaller the userbase the faster the Prime development will go dead

  • Think of the HTC HD2: the ultimate development phone. Its rather big userbase lead to incredible development. They have everything on that phone: Win 6.x, WP 7, Android 2.x and 4.x, real Linux... Smaller userbases ultimately lead to worse device development

I guess it's already too late, the damage being done by you and the major blog sites is irreparable.
Non tech-focused customers who read Engadget won't get a Prime now.
But these non-tech focused guys are the imporatn part of a customer base.
We tech guys here are always a very minor part of a device's customer base.

Ah and by the way: If you buy a product directly after launch, you have to expect those kind of problems.
I haven't seen any product launch in the last years which had not initial problems and issues. No matter if tablet or phones, HTC or Samsung...

ASUS is always one of the first (the first?) major companies, providing support on xda-developers. That is nothing usual for big companies like ASUS.
Give them credit for this move.

I hope someone actually read that text...

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JoeyLe
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I completely agree, thanks for this post. However the problem is it are mostly people who haven't even bought the Prime are bitching the most.
 
HiddenSanctum
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I couldn't agree more, bitching about the problem isn't gonna get anything solved. If you have problems try to help, that way things can get fixed more quickly and then everyone (or at least most) can be happy.
 
lp_stealth
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read it and agree, there are issues but the support from Asus on this forums is great.
 
pintness
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(Last edited by pintness; 18th January 2012 at 10:42 AM.) Reason: removed le quote for being incredibly huge
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Srsly? Do you have like Stockholm-Syndrome?

Asus threw an unfinishied product on the market.
They can't fix the SN issue in 3 days? Well, I didn't have such issues with my 4 other android devices. Maybe the should have been testing it.

Of course it is embarassing for Asus, but this is clearly not our fault. We fulfilled our part with odering and paying for a tablet. Rest is up to them.
While I agree that a free TF700 or such things would be impossible, the GPS problem is clearly a sign there has be no/not enough testing.

All the problems you are stating would have been showing due to Asus product testing, again. This is completely THEIR fault and they have to deal with it now.

You think we need to stop reporting errors to make the prime look better and they can sell more?
Dude, seriously. Do you buy a brand new car and when you have issues, you just shut up so the store can sell some more?

I'd really love to love my Prime, but with all those obvious mistakes Asus made, I can't.

The problem with what you are doing is: If you support Asus now, other companies will see it's ok to sell faulty products, and the next generation of tablets could have big issues as well.
You need to say what's wrong for anybody to hear. Or would you like to buy a product and then find out later that it's full of bugs? But nobody tould you because it wouldn't be nice for the company?

Do you think Asus will decrease support if less people are bying it?
Again, this wouldn't be nice, but it's completely in the hands of Asus.
It's a big company and they shouldn't have trouble emplyoing a few guys for support. If not, the save money on the wrong thing. Don't make (Non-)Buyers responsible for this.


No matter what other companies do, bringing an untested product to the market is not acceptable and that is the feedback Asus is getting now.

And no, you don't have to expect those "kind of problems".
When I buy a 600€-Tablet, I expect a full working one, and not in 3 months but NOW. I didn't have problems with my Optimus 2x or Iconia A500.

It's a big difference wether the company is fixing issues or improves the quality with updates.


And another point on Asus working with the community: It's nice they are on XDA, but... I remember there was...is... a locked and encrypted bootloader?
Yeah, right. Asus completely locked the Prime and only promised to make an unlock tool after giant social network ****storms.
Is this "working" with the community? Why didn't they look at HTC and provided an unlock tool from the beginning? Asus is only giving in because they are afraid of more bad attention. And that seems to be the only way for the community to be heard.

Just my 2c.
pintness
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bobbyball
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I think peoples persistence on forums have forced ASUS to look harder at the problem but never the less they are doing something and its a real credit to them that Gary Key is active on our forums now. I think in this modern age ASUS have took a brave step and one that they should be praised for.

We are all upset about the problems but we need to give ASUS fair time to address them. We have all had a rant but now its time to work with ASUS and give them as much information as possible, this is the only way we all get what we want, loyal happy customers and a fantastic product with new and exciting products on the horizon.

Cut them a bit of slack.

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kristovaher
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(Last edited by kristovaher; 18th January 2012 at 11:48 AM.)
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Dear Diamondback,

Damage to ASUS with those hate campaigns? I am sorry, but I am not going to speak well of a company that releases devices with as many problems that I have paid for. If I end up buying a broken device, I will be disappointed. They did not let these devices through proper quality control and we are suffering from it.

Serial number issue should have never happened. WiFi issue should have never happened. GPS should have never happened. These problems can be caught in quality control, but they didn't because they rushed the device to the market before holidays and did not test it long enough beforehand.

Yes, a lot of new devices have tech problems. Difference being that while I have been part of many tech launches as an early adopter in the past, I have never seen a launch that has this many critical problems and this amount of returned devices. Even I had to return a device because the keyboard just did not work and I've never had to do it before in my life.

As for damage to 'us', your points are irrelevant. Social media attacks are important, because they make ASUS more aware of these situations and react quicker. Let's be honest here, ASUS PR has been horrible throughout the Transformer Prime launch. It is only thanks to their customer support and engineers in this forum that we get some information out of ASUS.

I will not 'lie' and say that TF201 is a great device. It is really really good, but if you want to be sure and want a better all-round device then I will suggest people to get an iPad 2 and I will not tell my friends that this device does not have flaws just because this will increase ASUS sales and public image.

These social media attacks are important because ASUS will hopefully try to do better in the future, because a company cannot survive many of these clusterfraks in a row.

If ASUS will 'abandon the device' quicker because people are critical about it, then so be it. It will only make it clear to me not to buy ASUS products in the future, since it is exactly when there are problems, where support is needed. Not providing this will lose them even more customers in the future.

And trust me when I say this, Transformer Prime will never be a popular device in a way iPad, Galaxy Tab or Kindle Fire are popular. It will sell more than the original Transformer, but it will be very little known outside tech circles. Most of my friends don't even know that there is such a thing as TF101, let alone TF201.

How can ASUS change that? Not disappointing early adopters. It is the most crucial thing about products release, since early adopters are the most passionate customers. At the moment though many of us are with flawed screens, weak WiFi, non-existent GPS, devices without serial numbers and countless of other issues that will really hold us back from speaking well about the product we have paid a lot of money for.

ASUS can really change all that by letting devices actually go through quality control and testing. Many of the problems with Prime were detected in just the first days of use by us or the reviewers. ASUS can spare to delay the release by a week to provide additional testing for a fixed amount of devices.

Will they do it in the future? Who knows, unlikely. This device was rushed to the market to get as much sales as possible, ASUS did not care about us, the customers, they cared about their sales.

And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
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Diamondback
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Quote:
Originally Posted by pintness View Post
Srsly? Do you have like Stockholm-Syndrome?
[...]
Just my 2c.
pintness
Quote:
Originally Posted by kristovaher View Post
Dead Diamondback,
[...]
And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
You both are not getting my point. Instead of going to the media you should report your errors to ASUS.
No matter how incompetent their customer support is on the phone, the errors will reach the developers anyway.

Nobody told you to praise the Prime. I just said that overpainting the issue won't help anyone. Not even you.

ASUS will fix the software problems. And the GPS issue got kinda resolved too. If you are not happy with it, return it.
I am pretty sure there will be other countries than UK and Taiwan with this move.

And yes you can't fix software errors in that scale in 3 days. Just deal with it. That's how software development works.

Oh and I hope that "Dead Diamondback" was a typo.... Otherwise, get off here troll

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kaiserpc
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You haven't mentioned the dock issues lots of us are getting. My dock keyboard only works about 20% of the time I connect it. There is at least 30 or 40 users on here with the same issue, and about double that on the transformerforums site. This may not be a lot but I'm sure a lot of US owners don't own the dock where as is Europe you have to buy it as standard. ASUS support haven't been overly helpful - wait for the ICS upgrade and try a wipe - done that and it still doesn't work - no further update from ASUS. I'm having to send my tablet and dock back and hope the next one works fine - any issues with the new one and I'll be getting a refund.
 
Tairen
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Quote:
Originally Posted by kristovaher View Post
Dead Diamondback,

Damage to ASUS with those hate campaigns? I am sorry, but I am not going to speak well of a company that releases devices with as many problems that I have paid for. If I end up buying a broken device, I will be disappointed. They did not let these devices through proper quality control and we are suffering from it.

Serial number issue should have never happened. WiFi issue should have never happened. GPS should have never happened. These problems can be caught in quality control, but they didn't because they rushed the device to the market before holidays and did not test it long enough beforehand.

Yes, a lot of new devices have tech problems. Difference being that while I have been part of many tech launches as an early adopter in the past, I have never seen a launch that has this many critical problems and this amount of returned devices. Even I had to return a device because the keyboard just did not work and I've never had to do it before in my life.

As for damage to 'us', your points are irrelevant. Social media attacks are important, because they make ASUS more aware of these situations and react quicker. Let's be honest here, ASUS PR has been horrible throughout the Transformer Prime launch. It is only thanks to their customer support and engineers in this forum that we get some information out of ASUS.

I will not 'lie' and say that TF201 is a great device. It is really really good, but if you want to be sure and want a better all-round device then I will suggest people to get an iPad 2 and I will not tell my friends that this device does not have flaws just because this will increase ASUS sales and public image.

These social media attacks are important because ASUS will hopefully try to do better in the future, because a company cannot survive many of these clusterfraks in a row.

If ASUS will 'abandon the device' quicker because people are critical about it, then so be it. It will only make it clear to me not to buy ASUS products in the future, since it is exactly when there are problems, where support is needed. Not providing this will lose them even more customers in the future.

And trust me when I say this, Transformer Prime will never be a popular device in a way iPad, Galaxy Tab or Kindle Fire are popular. It will sell more than the original Transformer, but it will be very little known outside tech circles. Most of my friends don't even know that there is such a thing as TF101, let alone TF201.

How can ASUS change that? Not disappointing early adopters. It is the most crucial thing about products release, since early adopters are the most passionate customers. At the moment though many of us are with flawed screens, weak WiFi, non-existent GPS, devices without serial numbers and countless of other issues that will really hold us back from speaking well about the product we have paid a lot of money for.

ASUS can really change all that by letting devices actually go through quality control and testing. Many of the problems with Prime were detected in just the first days of use by us or the reviewers. ASUS can spare to delay the release by a week to provide additional testing for a fixed amount of devices.

Will they do it in the future? Who knows, unlikely. This device was rushed to the market to get as much sales as possible, ASUS did not care about us, the customers, they cared about their sales.

And this is why we have every right to be critical of ASUS. I hope they will do better in the future.
GDI read the ****ing OP's first post. He did not ask you to kiss Asus' feet. He did not ask you to say false POSITIVE things about the Prime. He did not tell you to disregard Asus' mistakes. He simply asked you to vent your frustration and give your CONSTRUCTIVE feedback to the appropriate recipient: ASUS.


BTW you have my thanks OP.

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