You must be young, you keep referring to game companies.
Ah yes, since I take an interest in the gaming industry and gaming I must surely be a kid. It couldn't be that they are one of the main sources for internet drama when it comes to businesses and drawing parallels to BFL due to similar business approaches is quite easy?
Sorry, I have only heard of Valve Time® and...whats its name....Duke Nukem Forever.
It doesn't matter if they mainly sell software and BFL actual physical hardware. It's that their focus is on the side of bringing products to market and selling them to >end user< is secondary. Since selling to the end user in this case is secondary their prime motivator for doing this "in house" is usually profits, hence we get back to the customers who simply are not worth it, there's a reason most companies outsource their end-user "interactions" to brick and mortar stores.
I understand that you think customers are not worth the time nor effort of actual customer service.
I don't think many customers would agree with you.
Lets go in a different direction for a sec. Lets say the obvious, BFL sells money printing. Blizzard sells games for entertainment.
Each hour without a Blizzard game means one hour of....doing whatever it that people do in their spare time. Each hour without BFL's ASIC devices equates to lost time in money printing.
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Personally, I don't fault the man for visiting BFL unannounced. He was (apparently heavily invested) and successful in determining the situation to through his own ends and means.
It brought him to a point of concern.Whether we agree that he should or should not have made the appointment, that point simply does not change.
Customer support is in the end a balance, you can't ignore them, you can't obey their every whim.
Understood.
You simply need to put it on the lowest acceptable level while keeping the damage levels low enough.
I cocked an eyebrow at that statement. Remind me not to do vital business with your companies.
Some strive for quality....others....just enough to get by. (Then again, who am I to throw that rock?)
Unless of course good customer support is a core part of your business model, then this has to be one of the major selling points for your product, but so can price point/quality and just about anything else be. I've heard starting a cult is working quite well for Apple, I rarely hear anyone praise their customer support however.
Do you think BFL's customer service is essential or necessary to their business? (Open and serious question.)Despite that, they sell a box with software. BFL sells actual hardware.
Unless...
Blizzard Entertainment sells software for 2,500+ dollars? (or 30,000+)
So why would this box of software not be worthy of in person support while the box of fans is?
Also I'm quite sure I could find a "box of software" that costs 30k+ from a company that would be less than happy if you came stomping into their office unannounced, but I'm lazy and I admit it so I cba.
Also, does buying an Intel CPU give you the keys to the Intel fabs as well while we are at it? It seems like your logic seems to be pointing in that direction.
Now we are going from Company Headquarters to Intel Fabs? Usually when someone makes a ridiculous argument it is because their position is weaker than it probably should be. If you don't think so, see above where I mentioned they sell a [virtual] money printing machine. No one can deny it.
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The end story is that BFL invites people to come on over....simply not unannounced. Though, it has been known to happen before and BFL does "whatever it does" in the face of that situation.
In this case, Dave could have done alot better. It will no doubt cost his employer some money just as Inaba's attitude has (he has admitted before) cost his company some "marginal" income. (or...so he says)