Tom...
Crusty ol fart here...from Missouri, the "show me" state. (not really) That means that along with being old and thinking that people actually want to hear what I have to say, I also have been around long enough to know that when its "all said and done", in the ShopBot world, there is much more said than ever gets done.
You say:
"I've been with ShopBot for just about 3 years now, working with not only tech support but just about every department and know that everyone here is dedicated to making the best product we can."
I agree. And a good number of great folks there in Durham. That said, the annals of history are populated those that have failed doing their best while others have succeeded. Success in most cases is more related to a companies performance compared to their competition than an internal judgement that "we have done our best". Our assessment is irrelevant, the world votes with its checkbook.
You also say:
"from day one the number one issue i have addressed has been communications issues - ultimately 90 percent or more of them are related to the computer."
I agree to that also. That said, If ShopBot was really interested in fixing this issue for the thousands that have experienced it, they would have:
1) Digitally signed driver package that the Windows OS doesn't perceive as malicious.
2) A driver that sets SB hardware as USB 2.0 or greater
3) An overpriced (sic) computer solution that was bulletproof for commercial users
4) An extensive set of written and video instruction that shows how to both select the proper computer and then change the settings to prep the computer for proper control use. (Like the competition does)
FYI, I proposed these exact things during my tenure at the company, so, good luck with your well meaning endeavor, but I feel, like mine, it will go nowhere. It will go nowhere because "the next great thing" (read as Fabmo in this case) will solve this. Personally I have heard this for over 6 years and have adopted a "I will only believe that when I see it" mentality.
You say:
"Often times i felt like customers probably just thought 'oh here they go again blaming some problem on the PC that they don't know how to fix".
I would propose: Why wouldn't they think that? It has been happening for ~15 years and has affected thousands and has driven hundreds to other brands. The domino theory says these hundreds have told thousands of their issues.
So, other than pages of apologetic well meaning statements from SB employees and an overwhelmed tech support department expressing the same, is there any evidence in the real world that users could interpret as the problem was being resolved? A global solution?
My God, man. This should have been fixed when it showed up over a decade ago. So as someone that has purchased (at todays prices) over $63,000 of SB products and attempted for years to make a living, along with over a hundred service call, I vote: too little, too late!
Like I used to tell my kids: You don't have to tell me how hard you work or how good you are, It will be obvious, and everyone will know.
