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.
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?
