Topic: Support (or lack of) feedback

I've been trying to get support for my Chumby 8 with no luck. Posting this thread of emails to the feedback board so perhaps someone will take notice and address the issue of lack of support. String of emails below.

In brief:
Original contact Dec. 8, was told to expect a response in one business day.
After waiting 5 days with no contact, I emailed again to check on status.
Finally got a response on Dec. 13
I responded with the answers to the questions asked on Dec. 15.
Was told to expect a response in one business day.
6 days later I still haven't heard from them.
Emailed again to check on status was told to expect a response in one business day.

If this is what the support model is like, I'm not sure I want to keep this device.

An upset user.


=================================
Today's response ..


Thank you for contacting Chumby!
We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within one business day.

To help track your inquiry we have generated a reference number. Your ticket code is LTK495048011549X. Please use this code in any further communication.

====== Your Inquiry ======
Six days and no response ...

This is bad.

When can I expect a resolution to this problem!

Please advise!


On Thu, Dec 15, 2011 at 11:14 AM, 8: Wireless Connectivity
<liveperson-cs@chumby.com> wrote:
>
>
> Thank you for contacting Chumby!
> We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within one business day.
>
> To help track your inquiry we have generated a reference number. Your ticket code is LTK495048011549X. Please use this code in any further communication.
>
> ====== Your Inquiry ======
> Ross
>
> Model is the Chumby 8
> The error message I got was: Your wireless connection may be down or
> you may hae typed in the wrong passphrase ...
> Chumby sees both of the access points fine.
> two completely different networks, both secured by WEP, one is b/g/n
> and the other is b/g/n-dual band. both have dhcp servers available.
> SSID is not hidden and no mac filtering is in place on either network.
>
> I think I've tried every combination. manual setup of ip etc, auto
> setup, using hexidecimal numbers & passphrase. Power resets of rounter
> and Chumby device. Been pretty thorough.
>
> I ordered a wired usb ethernet adapter to see if that would work.
> Without knowing the device I'm hoping a software update might allow
> the device to work on Wifi.
>
> Thanks
>
> Gerry
>
>
>
> On Tue, Dec 13, 2011 at 1:27 PM, 8: Wireless Connectivity
> <liveperson-cs@chumby.com> wrote:
>>
>>
>> REFERENCE NUMBER: LTK495048011549X  Please use this ticket number in any correspondence with us.
>> SUBJECT: Can't connect
>>
>> Dear Gerry,
>>
>>
>> Thank you for your e-mail. I am sorry to hear about the problems you are experiencing with your chumby. I apologize about the delay as well, we had some technical issues with support last week that has greatly slowed our response. What model chumby do you have, and what error message is it giving you when trying to connect. Can the chumby see available access points?
>> Also, the two different wifi networks, was that two routers on the same network, or two different networks all together?
>>
>>
>>
>> Sincerely,
>>
>> Ross
>> Chumby Support
>>
>>
>>
>>
>> ========== Original Message ==========
>>
>>
>> Subject: Re: Chumby Support Request: Can't connect (Ticket# LTK495048011549X)
>>
>>
>> Is there any update to this issue? I still can not connect to wifi.
>> I've tried manual setup and all of the other options and nothing works.
>>
>> Since this item is still under warranty, I would like to know the
>> procedure to obtain a refund.
>>
>> Thank you
>>
>> Gerry Mueller
>>
>> On Thu, Dec 8, 2011 at 5:24 AM, 8: Wireless Connectivity
>> <liveperson-cs@chumby.com> wrote:
>>>  Dear Gerry Mueller,
>>>
>>> Thank you for contacting Chumby!
>>> We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within one business day.
>>>
>>> To help track your inquiry we have generated a reference number. Your ticket code is LTK495048011549X. Please use this code in any further communication.
>>>
>>> ====== Your Inquiry ======
>>> Just got my Chumby last night. Tried connecting to two different wifi networks. Neither worked.
>>>
>>> Went thru all the troubleshooting steps with no luck. Checked out hints and tips also. No luck!
>>>
>>> I'm just about ready for a RMA.
>>>
>>> Please advise
>

Re: Support (or lack of) feedback

I've had mine several weeks, keep emailing support for the same issue, no dice. I suspect a systemic problem with the device that they're refusing to acknowledge.