💬General Category > General Discussion

Where did they go ?

(1/3) > >>

darkstarz:
  Ok, I've been pretty much totally negative towards X10 here lately,  >:(  and it's a bit disappointing, and I can imagine it doesn't go over well for the people that work there, as well as the newcomers to X10 products. It's nothing personal towards the employee's, even though it may seem like it at times from me and others. It's mainly venting totall frustration because what once was, seems to be no longer. By that I mean X10, it's products, services and support. The sales people have got it made, they don't get the brunt of the negative comments, at least not as much as the Tech's and such.
  The problem is they "used" to be a whole lot better on responding to tech support requests, regardless of the issues, didn't have all the non-stop pop-up sales ad's, and emails, stating the BIG sale is on when in all reality it's been the same dang price forever. It's like they changed management or something, haven't made any changes one way or another to their software in keeping up with the times and improvements with everything else. They even seem to have gotten a bit negative when it comes to their Tech Support replies and would rather you go find it out yourself in the Forums, if there is an answer at all. I read a while back that they had financial issues, court battles, and thelikes, and it seems that it all started at around the same time frame, though I could be mistaken. I'd just like to know why they don't act like a company that wants your business, support and dedicated customers a s abusiness that wants and plans on staying around for a while? Any business with that intention knows that customer satisfaction, customer support is KEY in maintaining their business and that word of mouth and the Internet can destroy a business really quick when they start to ignore their customers and neglect the very product the are trying to sell.
  So I'd really like to know..... where did X10 go?
 ???

HA Dave:
Did X10 change....or did the customers change.

Before rampent Internet connections, X10 was sought out by technical types that easily understood the technology involved. And they were willing to pay well for the privilege of home automation. Home wiring hasn't changed much... but the appliances and electronic devices, and number of those devices have changed and increased dramatically. This makes X10 a little less user friendly..... but still homeowner, DIY, technology. And the Internet, has made the "average Joe" the typical customer.

Now everyone expects electronics to be cheap, and with HOT SALES PRICES (and X10 has complied). Everyone expects cheap (or free) shipping, phone tech and customer support, on-line manuals and FAQ sections. X10 has more than complied.

This forum is hugh... and from time to time... someone has a little trouble, when pushing the limits of todays HA technology. And often they don't know how, or feel comfortable with saying..."Please help"..... so they rant a little. The rest of us users... we understand.

What are you having a problem with larry s?

Dan Lawrence:
X10 USA seems to have changed, and not for the better, if recent news isn't wrong. It has lost a bunch of programmers and apparently some of the front office staff. Michael Cole, who was X10Pro, left and has rejoined the forums as a regular user.

There's been no upgrade to AHP since last July, with version 3.204, nothing since for the general users. Version 3.206 is specifically for On Alert users.

Prior to last July, upgrades for AHP were often.  Check the AHP software history elsewhere here for it.

darkstarz:
  Well Dave I have been using computers since 1982, before many of the members here were even born, so I do know a little about technology, even built the main network structure for the Internet here before a lot of people knew it existed and managed the Helpdesk and Technical support services for the first internet service in the area. I have a little experience I guess you could say and have a pretty good idea as to what "Customers Service and Support" is all about, as well as what the lack of it can do for a company.
  What I am having issues with is something very simple, and quite obvious, as many here have pointed out. There has been no real service when it comes to the software that X10 provides. The tech support team for X10 I believe has good intentions, and are probably just as frustrated as the customers, because they can only say and do so much when it comes to issues with the software. As for the devices, hell, they're no different than any product you buy anywhere, you get what you pay for, period. X10 has no accountability when it comes to the hardware products they sell, as they are nothing more then a retailer and buy the same stuff we do but at a much much lower cost.
  But it's the Customer Support from the company, actually, the Management that is really at fault here. Show me where on their webpages there is anything that says you may have issues with using their software if you're using a certain OS, not just Vista, but other versions of Windows or even MAC's. Show me where there is any information on their website anywhere that even refer's to any product updates, patches, or anything that relates to a possible time frame when something may be available. Where is there information stating to a new customer that if they are running Windows Vista that you may not be able to use certain software, hardware, plug-ins or anything like that so someone doesn't go buy this stuff only to discover when they get it they can't use it.
   I have been a "customer" of X10 for over 7 years now, they can check when I first started buying their stuff if they keep good records as they should, and I've been through every phase of their business, even their Bankruptcy filings, and had no problems getting a direct answer, a timely responce, and great support for what ever problem that came up. It's certainly not that way now. I have to email multiple times to get answers to something as simple as getting my registration numbers reset because of all the issues they had with ATI's software, which took over a year to get a fix for. I couldn't update my video drivers with having major issues with X10s drivers, which should never have happened in the first place. Yet, they never really admitted the problem to the public so anyone using an ATI video card would know before they bought that there may be an issue.

  That's my issues Dave, and I think they are valid ones at that and I don't think I'm alone on this either. I know there are some very good people that work for X10, I know the names that I've seen for a long time that I've gotten great support from before, so it's not a personal issue by any means.

 8)




--- Quote from: Dave_x10_L on March 21, 2007, 06:33:25 PM ---Did X10 change....or did the customers change.

Before rampent Internet connections, X10 was sought out by technical types that easily understood the technology involved. And they were willing to pay well for the privilege of home automation. Home wiring hasn't changed much... but the appliances and electronic devices, and number of those devices have changed and increased dramatically. This makes X10 a little less user friendly..... but still homeowner, DIY, technology. And the Internet, has made the "average Joe" the typical customer.

Now everyone expects electronics to be cheap, and with HOT SALES PRICES (and X10 has complied). Everyone expects cheap (or free) shipping, phone tech and customer support, on-line manuals and FAQ sections. X10 has more than complied.

This forum is hugh... and from time to time... someone has a little trouble, when pushing the limits of todays HA technology. And often they don't know how, or feel comfortable with saying..."Please help"..... so they rant a little. The rest of us users... we understand.

What are you having a problem with larry s?

--- End quote ---

HA Dave:
I agree with almost everything you wrote in you last post larry s.

X10 is most certainly having difficulties attracting and/or retaining people with the code writting skills required. Dan also pointed that out, and your both right!

I don't know, if it's a temporary problem, or the beginning of the end, and it's possible the management at X10 doesn't know ether. Or maybe it's like many of those problems (we have all encountered) that seems to have been resolved, but then pops back-up again and again. Or maybe, they've just turned a blind-eye to current problems. I don't know. I know X10 has had better days, and worst years, and I (selfishly) wish them the best in the future. I don't expect them publish their problems... as they DO have competitors.

In 1982, I was a veteran, with a family, and a Vic-20 (Commodore) computer. I really don't think of myself as one of the old guys here. But, you sound like you bring some very valuable experience to the forum, that could be very helpful to other members.

Navigation

[0] Message Index

[#] Next page