HiFi Rose and response time with replies and updates

#1

Hello HiFi Rose,

Please let me preface this statement by saying that I love my HiFi Rose 150B. But I must say there are obvious software issues with the unit as well as the adjunct application for IOS / Android. I have sent emails to your support group with zero response now for weeks. I even posted on this forum with no response. With your recent release in the USA I would suspect you are going to get users with issues similar to mine,.

What should be the expected time for support requests replies via email or this forum as there appears to be no other pathway for support? No response is unacceptable and slow response is unfortunate.

You have a great opportunity here to own the streamer market but the lack of support after the sale will kill the opportunity before it starts.

I would also suggest that there needs to be more dedicated resources to updating the software on the hardware side of HiFi Rose and the application side. There are glaring errors that should be fixed today and not be queued for a major updates. I know stability is an issue and small updates can break bigger things but that is why you put a good software engineer together with the hardware engineer dedicated to the fixes and push out what is obviously broken. Months and months of dealing with real issues will also kill the opportunity for HiFi Rose before it starts.

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#2

I wonder is there a mechanism to consolidate and publish a tracking list?
Certainly we would expect Rose’s response on a timely manner along with the respective ETA

#3

Hello,

I will check if something has happened to the support account manager.
If you post your inquiry here, I will check it.

#4

Roseloa,

The fact that there is confusion regarding the status of the “single,” support account manager is concerning. I would think there would be more than one person who can handle support questions or comments. With all that being said the after market support is feeling lacking at best. For us early adopters we can figure it out amongst this group to a point but with an average user not having a direct channel to support you will face issues. Lastly having some sort of feedback for when HiFi Rose receives feedback regarding a concern and acknowledges the issue, we need to know when the fix will happen so we are not left wondering. There are issues that have been open for over 6 months for some and these are known issues per HiFi Rose.

I do appreciate your willingness to help here with my prior request. This group was actually able to address my question since I did not receive any feedback from the traditional support channels. Are you going to offer a more formalized support program so if we do have an issue we have a way to get it resolved in a matter of days vs weeks but ideally hours if possible. Maybe an online chat feature to speak to a live person? Just a suggestion.

#5

I apologize for the slow response.
There are currently no plans to support live chat. Because this forum can be visited by people from all over the world, it is difficult to respond in real time to everyone’s time. Having a 24-hour agent on standby can also be resource-intensive.
I will check the forum more often. If you have any questions or need help, please link me in the forum.

  • Do you have a problem you need help with now?
#6

I have no need for any additional problem support at this time as active members of this group addressed my concern and provided a resolution. Much appreciated.

#7

Glad the problem has been resolved. If you need any help in the future, please link me.
Thank you.

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#8

I haven’t even decided on the 250 or go all-in on the 150, but I just wanted to say that you are always so polite and seem to be really trying your best in all of the posts I’ve read. I applaud your politeness.

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#9

Complètement ok :+1::+1::+1::+1::+1::+1::clap::clap::clap::clap::clap:

#10

Hello,

Thank you very much for your kind words.
I am also a music lover. I deeply sympathize with how annoying it can be if you want to relax with music, but your device is having trouble. So, if I see posts saying that the ROSE device is having trouble, I feel just sorry and hope to solve the problem.
Incidentally, many people give great ideas and suggestions about ROSE. However, since there is a development plan, it is difficult to add great suggestions in a short period of time. Maybe adding a certain feature can cause other side effects.
I sincerely appreciate for your understanding in this regard and for using Rose devices.

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