I am an early adopter, as are many on this forum. We took a chance at a new idea, and, for the most part, things have worked out. The concept is sound, the price point is leading-edge, and you’ve built what appears to be a decent customer base.
The key word above is “customer.” Without us, you’re not a company. So, when things break, and go wrong (which they do), your customers need support. We realize that you’re a small company (albeit a piece of a much larger entity). Still, providing great customer support is huge factor that separates bad companies from good companies.
Why am I writing this? There seems to be a trend lately with posts indicating poor support response time - or no response at all. Phone support seems to be non-existent, with customers having to leave voicemails, and never hearing back. Sure, there’s always one or two that post just to complain, but I’m seeing a genuine trend emerging wrt lack of product support. I have a few suggestions:
- ramp up support. It doesn’t have to be humans. It can be in the form of apps, tools, tech notes, etc. Judging from the posts in this forum, users are happy to do some debugging on their own, and there are lots of product experts that have lots to share here on this forum.
- Get back on this forum. Pronto. Users like to see a presence by Blink employees. You guys are the true experts here. One good post by a Blink HW or SW engineer could fix “dozens” of issues. It also signals that you care about your product.
- I mentioned tools and apps. If you scan the forum, you’ll see that a large number of problems involve batteries and/or signal issues. So, bag the wifi signal icons, and give us absolute numbers. We can do something with that! Give us tools to debug bandwidth and throughput issues. Give us better tools to measure battery strength. Help us figure out that a camera is too far from a router and/or sync module.
I, like many, have my “wants and needs” list for the product. However, I’m betting that nearly all of your users would first settle for a product that is easy to install, and easy to debug when the s*** hits the fan. If we can’t get past the install process, we won’t be around for your next generation.
You have the expertise. You probably already have many of the tools. Get them out to us, and let us do some of the first-level debug. When the product fails, many new customers think that the product is broken. They blame a faulty sync module; they blame a broken camera. However, those of us with Blink experience know that it’s probably not that, but rather a router issue, a wifi issue, or a camera placement issue. All of these are straightforward to address if one has the tools to help identify the issue(s).
Thanks for listening.