CC: @Mike @Konstantinos @dascotis @DanBUK
Replying to Mike’s response to me from a previous “update”
I have to completely disagree in relation to responding to current customers support issues/inquires/tickets . You mention some unfortunate cases. Please give your customers the respect you should, we do have actual working brains too !!! The management of the support issues has made the situation 10 times worse for Eve than it should be.
Blaming the current crisis in support on all the refunds currently being asked for is a not a “little” but but a huge bit disingenuous. Support has been an unmitigated disaster from day one. I get the distinct feeling that Eve actually has no dedicated direct internal support, that it is either outsourced or that other internal Eve personnel have take up support personas so as to make it look like there are actually people working on support issues full-time.
No excuse about refunds explains the complete lack of response to requests for updates to previously logged support tickets. You do know that nearly every ticketing system EVER invented/coded has queue and SLA auto management features!!!
I have had to log new support tickets to actually get an update on the previous support ticket.
I am not a Dec 4th 2017 customer, I am a Oct 2016 customer. I had to kick up some real “shit” on another update forum topic 2 weeks ago to get a response from Mike. A response that still could not explain why you are shipping and fulfilling Dec 4th orders when you are not fulfilling your own warranty obligations for devices ordered nearly 2 years ago.
Seriously have you any realization that we are now quickly approaching the TWO YEAR MARK.
You mention that customers who are waiting for their Eve will receive emails of when they should “expect” to receive the device they paid for. I have not received a single communication in relation to when I can expect my support issue to be dealt with and I would hazard a guess that neither has anyone else.
My take on this is, you only rectify support issues for customers in a “timely” manner when those customers complain their “arse” off on the forums.
To be honest the management team of Eve just seem to go from disaster to disaster.
This may seem disheartening after the effort you went to replying to so many of the previous posts. However you have been promising definitive answers for a long time. That is all customers want, a definitive answer. Not more of the same self serving “bullshit” responses and answers that continually get regurgitated.
I am not the only HEB/LB waiting for a damaged device to be replaced. It is quiet clear to those of us that are still waiting on replacement Eve V’s or missing accessories that the principals of Eve, AKA Mike and Konstantinos took a very conscious decision that fulfilling new orders (Dec 4th flash sale) came before fulfilling your existing contractual obligations to customers from nearly 2 years previous.
The every sad truth in all this is, no matter what the fanboy’s say, the Eve V is now yesterday’s tech. It was a good device, but it was never an excellent device. In addition to the complete denial that there are a very substantial number of HEB’s & LB’s that have faulty keyboards, i.e. ones that will never be fixed with a driver update.
I don’t see Eve surviving unless they release a new V that has updated hardware and a new keyboard when “the investor” comes on board. The screen (if you have a working one) is the only new tech left in the Eve now.
And guess what, the USP of the Eve that was sold to HEB’s, LB’s was a cutting edge device that was ahead of the competition, that was not the case by the time most of us actually received our V’s.
Currently I would have to advise anyone considering a refund , to do so now.
Based on past performance, Eve’s standard MO is just to pass the buck to the following month. It has been EXACTLY this way since Feb 2017, it is always next month. Even support has this as their all encompassing solution to all outstanding issues, especially in relation TO THEIR OLDEST CUSTOMERS, you know the ones who took that initial leap of faith and actually got the company and it’s flagship product off the ground.
If Eve is not respecting it oldest customers then how can you believe they will respect their newest customers.
No matter what positive intentions we may wish for Mike, Konstantinos and the team they can only now be measured by past deliverables. I have been very vocal over the last 2 weeks and there are so many other’s that in the same position as I am but are patiently sitting at home hoping and waiting for the miracle “White Knight” AKA investor to ride into town and save the day.
So in effect all the previous updates, AKA “excuses” now indicate that September is to be the new MIRACLE MONTH, for 2018 that is.
Guys you should have made your original customers whole first, you lost a substantial part of your support base by taking your initial backers for granted. You can’t deny this for a second, FFS you cannot even deliver the missing accessories from orders that are nearly 2 year old, you know the COMPONENTS OF THE ORDERS THAT DO|N’T NEED FINAL ASSEMBLY.