@Allan-Nichols Thanks! It was a team effort in making it a success. Thanks for backing us and we're going to work hard to get that Omega2 into your hands asap!
Posts made by francis chung
I do Onion's marketing - ask me anything!
I'm sure a good number of Onioneers run businesses or are thinking about starting one.. if you have any questions about online marketing/advertising, search engine optimization, social media marketing, crowdfunding marketing, etc. - ASK AWAY HERE! And I will do my best to offer you my insights and advice!
The Onion App SDK is here!
It’s your one-stop shop for learning how to create and submit Apps to be featured in the Onion Cloud App Store! Follow along with the tutorial based guide to learn how to use Onion’s APIs to create new and awesome Apps for all Onion users. We would also like to introduce the Onion Kitchen, it’s a desktop version of the Onion Cloud meant to allow developers to debug their Apps in an environment similar to the real Onion Cloud. The download links can be found at: http://sdk.onion.io/download
Let us know what you think of the SDK and how we can make it better!
Check back often because we’re continuously adding new features and updating the SDK!
RE: SureTrac - Open Source, Software Integrated Open-Source GPS
@Cody-Swann Thanks for sharing your project! We want to show you our appreciation by giving you an Omega2! Please email firstname.lastname@example.org with your shipping info or let us know if what we have on file from your previous order is ok!
RE: Fast Tutorial for Setting a WiFi AP Repeater on Hackster.io
@Laurence-HR Thanks for sharing your project! We want to show you our appreciation by giving you an Omega2! Please email email@example.com with your shipping info or let us know if what we have on file from your previous order is ok!
RE: What is the problem?
Thanks for understanding and for replying.
We use Google Apps for regular email use and have not encountered any deliverability issues thus far. Our email blasts are sent via a top notch mailing system provider (Mailchimp) and thousands of people open our email each time so our mails should be going through. I see your email in our mailing list as well.
RE: What is the problem?
Thanks for raising the issue and I am sorry to hear that we've failed you in our customer service. I want to fix this.
You have a right to be upset if you feel you were not adequately notified or were not notified about any delays, etc. We do take these issues seriously and I would like to make sure we make the necessary changes in our systems/processes so this doesn't happen again.
At the time of your order, the Battery Dock page had a notice stating that it was not ready yet and for customers to follow the shipping schedule/status page for updates. I'm not sure if you recall seeing that notice.
We (now) update our shipping status and schedule here: https://onion.io/category/shipping-schedule-status/ ... previously, we made updates to a static shipping page which I realized was not a good idea and I've since changed to an archive of updates so we can all see what the previous history of updates/notices were. We've also announced the shipping updates via our email blasts to all our customers. Perhaps you missed those emails? If you did not receive them at all (not even in your junk folder), please let us know and we'll investigate. The shipping updates were part of an overall general Onion update so maybe that wasn't a good idea as customers might ignore it... this is something I think I will need to change as well.
Re: ticket response time
I am not seeing any tickets or emails from you. Please let me know if you tried to contact us or have opened a ticket that you did not get a response for.
However, I am implementing a new routine to send out a response acknowledging that we've received the ticket and when they can expect a response based on our support request volume. We're still a fairly small team and technical or a sudden influx of tickets often overwhelm us, but I do understand/appreciate the customer's point of view and I want to address that as best as possible.
I am in the process of doing another shipping status update to announce that the Battery Dock is getting very close to a production run and that it'll most likely be ready to ship early to mid June. There were some more issues that required resolving which has delayed it from our original mid-May estimate. We are very confident that this will be the final delay. If you would like to modify your order, please let me know.
You're absolutely right that providing good customer service and experience is key to building any business and I want to assure you that I am going to make the necessary changes so this doesn't happen again. Our customers should never have to feel that our help desk is a black hole..