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Logi Rook
vhiner
Posts: 98
Registered: ‎02-25-2012

Re: Pandora freezes on Squeezebox Touch

Tevor, Is there really no way to give us an "outside" date for resolution? One month? Six months? Can you really give us NO form of progress update? Are you currently testing? Should we expect certain other interruptions as this is being worked on?
Logi Guru II
squeezeit
Posts: 3,269
Registered: ‎09-30-2010

Re: Pandora freezes on Squeezebox Touch


nedb wrote:

...... My Music has NEVER worked.....



Have you started a thread on that issue?  Might be a good time to resolve (or attempt to resolve) that issue now that your online services are not working as expected.   :smileyhappy:

Logi Browser
newbie2
Posts: 7
Registered: ‎03-06-2012

Re: Pandora freezes on Squeezebox Touch

 

vhiner's quote:

"I don't think this is the way to run a competitive company in 2012. No one is offering refunds, coupons or anything for this extremely long service interruption. Nothing."  

 

vhiner, I agree.  I was a customer service rep for a database vendor 20 years ago, and the type of silence. obscurity and lack of coordination that Logitech is displaying (and apparently has a reputation for) would have done nothing but lose us clients to competitors.  As reps we were given basic information to pass on to concerned callers, including information about what the problem was and an estimated time when database developers or hardware folks thought things would be fixed.  We also called customers back when a problem was resolved AND were given authority to issue them refunds for lost service since they paid to subscribe to the databases.  If that was standard procedure for an international company 20 years ago, I do not see why Logitech cannot work to follow suit.

 

No matter how good the sound quality may be on Squeezebox products or how nice the technicians are, I did not buy my Radio to be nothing but a cool looking, non-functioning doodad sitting silently on my counter for weeks at a time.  I think the people who have taken the time to sign up and participate in this forum and report issues back to Logitech deserve some sort of more in-depth explanation.  Logitech, you are clearly experiencing a crisis.  It's time to do some more consumer-friendly crisis management.   

Logi Rook
vhiner
Posts: 98
Registered: ‎02-25-2012

Re: Pandora freezes on Squeezebox Touch

Squeezeit, I love my Touch...but surely you don't think this thread would inspire someone to start another one. Please read the entire thread. Most have been respectful but Logitech's handling of this issue is indefensible. Why should users be expected to use a forum to solve a problem if they've started a ticket on it. I started this thread but even I am losing patience with the extremely poor communication.
Logi Guru II
squeezeit
Posts: 3,269
Registered: ‎09-30-2010

Re: Pandora freezes on Squeezebox Touch


vhiner wrote:
...... surely you don't think this thread would inspire someone to start another one....

Yes, I do think that.  As is evidenced by the many other threads on these SqueezeBox forums, most issues are resolved quite quickly.  The issues covered in this thread do suck and my services are affected as well, it is very unfortunate.  But that doesn't mean other unrelated problems cannot be addressed, or at least attempted.  That's all I was suggesting.  :smileywink:

Logi Rook
smithc
Posts: 61
Registered: ‎02-27-2012

Re: Pandora freezes on Squeezebox Touch

Here's how I view this situation.  The absolute worst case scenario for me here is that occasionally I have to raise a finger to push a button on my remote to restart the music, or make a couple of taps on my iPod or computer (using the web app remote control), or if those are out of reach, get out of my chair and push a button or two.  Then my essentially free music starts again (granted, I'm not using paid Pandora or Slacker accounts).

 

I've actually kept a (somewhat graphic) photo as the background screen on my iPod Touch over the last few months, for whenever I get to feeling sorry for myself.  I suspect 19-year-old Marine Lance Corporal Jorge Ortiz would be happy just to have fingers to push remote controls with, or legs on which to walk across the room.  Then there was a news story just the other day about a returning Iraq war vet standing in line behind people at a coffee shop complaining that the foam on their lattes wasn't foamy enough, and feeling a bit disgusted.  (I'm not saying customers shouldn't complain if they feel they aren't getting something they've paid for.  I'm simply offering my perspective on where this all fits into my scheme of life's priorities, and as food for thought.)

 

I think my SqueezeBox Boom & Radio have been wonderful purchases, although I will admit that the Radio has been somewhat frustrating at times; it has generally gotten better with each firmware update.  I'm confident that the Logitech people are working hard on this problem that has caused some music interruptions for the last 2-3 weeks.  I'm also confident that they'll get it sorted out before long, because they realize there's competitors out there waiting to steal their customers.  And in the meantime I'm happily listening to great music throughout my house, for free, about 99% of the time.  Instead of 100% of the time.

 

Just my 2 cents.

 

Logi Rook
vhiner
Posts: 98
Registered: ‎02-25-2012

Re: Pandora freezes on Squeezebox Touch

Squeezeit, I'm sure you have done a great deal to help users and I respect your efforts. I just happen to think that we need to pressure Logitech to change its communication practices. They are abysmal and they are losing customers as a result. Their poor communication only makes matters worse. It does not inspire confidence or optimism.
Logi Rook
vhiner
Posts: 98
Registered: ‎02-25-2012

Re: Pandora freezes on Squeezebox Touch

Chuck, This whole thing ranks about 600th on my priority list. I am grateful to be breathing, but it doesn't mean I or anyone else shouldn't tweak a company that fails to respond appropriately to customer inquiries. I have to restart my Touch every 20 minutes now. I'll live. However, I don't think it's unreasonable to expect an email from Logitech when the problem is resolved. did you know that such an email is NOT going to be sent? Yup. A tech told me that they have no plans to send an email to people who have opened tickets once the issue is resolved. I don't see how anyone can defend such a disregard for the efforts of those who brought the issue to their attention in the first place. But I'm glad you're plagued with fewer difficulties. Now, I'm off to listen to CD's. Call me when things are working again. :-)
Retired Logitech Employee / Moderator (Inactive)
CatLogitech
Posts: 3,664
Registered: ‎10-05-2010

Re: Pandora freezes on Squeezebox Touch

Hello vhiner,

 

If you have any feedback about policies or procedure feel free to fill out a survey at www.logitech.com/ithink this way it can be sent to the appropriate departments.

--------------------------------------
Cat
Logitech Support Specialist

If a reply adequately addresses your technical issue, please click on the "Accept as Solution" and "Give Kudos" button so this information can benefit other users via search.
Logi Rook
vhiner
Posts: 98
Registered: ‎02-25-2012

Re: Pandora freezes on Squeezebox Touch

Or...you could actually do something for us and forward this thread on to the appropriate parties. Cat, can you not see how absurd the suggestion is that your company can't act effectively without me filling out a form while you, an actual paid employee, are monitoring this very thread? Are you suggesting that you keep all this to yourself? If they won't listen to you, me or the people on this thread, why the heck should I or anyone waste time filling out a form? This really is right out of a Dickens novel. Does Logitech have an "Office of circumlution" where you direct unhappy customers? I suspect I know where that "form" would be sent.