What's going on at Notion Ink?

Here are three things I've noticed.

1. Posts on conclave has almost slowed down to a trickle/nothing. Think of this - the company's official forum has 0 new posts in the last 24 hours. Nothing.

2. The much touted, "researched for 4 months" customer support site is up but voila, there is no link anymore to submit a ticket. Why? Why did this vanish?

3. Flipkart - an indian online retailer - now has a bunch of Adam's for sale. No mention of it on NI's websites or blogs. How did Flipkart get hold of them? One theory - NI is liquidating their stock because no one in their right mind would be buying Adam 1 / or their inventory hasn't cleared yet.  NI's own site & their support site FAQ says the only way to buy an Adam is via an Invite... if so, why are they on sale on Flipkart? (yes, possible Flipkart purchased them in bulk from NI and is trying to sell them... would you actually believe they did that? I don't.)

These are bad signs.

Where is the ticket submit on the new support site?

anyone noticed that new posts on conclave has trickled down to 1 or 2 per day?

And 10 days ago Rohan unveiled his 'support system' after about 6 months of wait (since he first spoke of it) and after 4 months of study of several other system. The end result of 4 months of "study" of support systems? A very basic FAQ & an anemic troubleshooter, and now I cannot even find the submit ticket (for the last 3-4 days). Isn't that supposed to be #1 on the system? Where is it?

Can someone point out to me how you would submit a ticket because I cannot find it on the site. I definitely remember it being there the first day of the unveiling.

Either I'm being a clueless idiot and can't find something obvious on the website, or this is Notion Ink being absolutely incompetent again. This is how it looks to me (~4 PM UK 10th Oct)



Let me repeat: After 4 months of "study" by the CEO of the company, what you get is a basic FAQ and "troubleshooter", hahahahahahaha. Genius. This company blows all my expectations out of the water. Such speed, such rapid progress!

Goodbye Steve

And thank you for showing how it's done.

 

Notion Ink Support site... finally!

So, finally, Notion Ink seems to have gone live with a support system. That's a good thing, no complaints from my end. Now of course one needs to see how quickly they respond to the tickets and how well they manage it.

Here's the journey -- in Rohan's own words

03 March 2011
Dev team is maintaining a TRAC (moved out from wikidot now) for the current development process which will be opened for all to see, especially the wiki part

29 March 2011
In a couple of days, Notion Ink will go live with its forum and next, live chats with the moderators and support staff will start

28 May 2011

Last 6 weeks we were integrating all support pieces to an advanced online system, which you will soon see go live on support.notionink.com.

So finally, On Oct 1 2011, a basic support system fell in place - keep in mind that in 28 March they were already 6 weeks into it -- which means it took them about 5 and 1/2 months for a basic ticketing system. Now that kind of speed is....

In his blog he says a few things that make my head scratch - why would he spend 4 months studying customer support systems of big companies?! I mean 2 1/2 years after the company started does it require special customer research to figure out that you need to be closer to customer... it all sounds strange. Anyway, his dear supporters are all ecstatic, but see the complete lack of responses to his new posts - tells you that all interest has pretty much dried up.

But, it's finally there. And I will dutifully update the 'list of things done' now in fairness.