Sam skrev:A log file extraction is routine procedure for any cases we need to dive into once people contact us via the support portal (if you've ever bothered using it).
But, wait a sec Sam. Snoopy seems to want to do just that: "bother using it" himself, in an attempt to avoid the overhead of having to contact the router manufacturer. He simply wants to "dive into" and blame himself and/or the mobile broadband provider, if that's where the problems lay. It is no news your customers have been denied that for years. I'm afraid you'll have to live with customers complaining about that, for as long as such a feature is not available to them.
Sam skrev:This is not a news flash. It's been done for years. I have stated a recent while back now that a user-friendly syslog is coming in a future firmware update.
And that was what needed to be said. Nothing else.
Sam skrev:I had already informed Cii on this forum about that if you poke around.
I can confirm that. No details, though. This may be an opportunity to inform and hear with your customers what they expect that syslog should include. AFAICT, the PPP details are most important to reveal. That may even help everyone to direct the disapointments to the mobile broadband providers instead of to the router manufacturer. The other thing would be log messages from the wireless daemon (hostapd?). What's interesting are connections/disconnections and the reasons. Possibly arrange for different levels of detail?
Sam skrev:Yes, POKE around, and not POST around.
Now, there's a lot of info on the forum. You can't possibly expect everyone reading everything, can you?
Sam skrev:Your campaign tonight to discredit us as a brand, and me personally as a original member of this forum is quickly becoming counterproductive;
Now, that's a bit exagerated, but possibly not unexpected.
Sam skrev:and eventually give us very little reason to continue (after 4 years of) contributing and assisting folks in a anonymous member arena such as this forum;
You should try to understand that your effort (contribution and assistance, as you call it) during the past 4 yers, might be something that kept you going as a company, but failed to convince your customers they should accept the problems they experience with the products your company produces.
Sam skrev:where people such as yourselves have the luxury to slander others from the shadows.
Now, that was not good marketing, and you know it. Thy shall not blame your customers for buying your company's products and complaining the products don't work as they expect them to. The customer is always right (even if the opposite may be proven).
Sam skrev:How many companies do you know would even participate in such a public anonymous arena that wasn't managed by them?
Some of those companies may have cheaper products (1/3 of your products price) and less functional problems and a syslog? After all, customers want their money worth. The other companies may have found a better balance?
Sam skrev:I personally have put in a lot of time and effort in assisting people long before you joined, even if their issue is completely unrelated to our product. What you are doing now is taking away not only the time, but the will for me to continue doing the work I have set out to do. I work 24/7 to help people. Regardless of what you think about our brand, do not forget that behind each brand are people. Hard working people, with dedicated co-founders such as myself.
I think I understand your personal frustration over the "unappreciated" efforts to keep things floating. But really, you can't expect satisfied customers unless your company can live up to their most reasonable expectations. Maybe you and the other co-founders need to use a better strategy? What do you say about giving your customers help to selfhelp (syslog and access to diagnostic tools), yesterday? I'm quite convinced you'll not need to "work 24/7 to help people". The people that can, will help other people and also help your company to put more quality into your products.
Sam skrev:You have an issue with not being able to read logs, and we heard you loud and clear the first time. Cii has been even louder way before you, and I have stated that we simply haven't gotten around to introducing a user-friendly syslog. We intend to do it, as stated earlier.
Just prioritize that and bring some happines to your customers and to the "hard working people" behind your brand. And when you're at it anyway, please also make sure the configuration file, that can be extracted and saved, is also readable.
Sam skrev:Your paranoid implications of us spying on users is as ridiculous as saying that there's a camera hidden in your toilet.
Please, just drop this kind of judgements. They're not appropriate.
Sam skrev:Simply put, nobody's interested in seeing what you have to show. You ought to be more concerned with the cookies in your browser each time you visit a social networking site than the dozen employees at my company who got better things to do than play KGB.
True. And you seem to understand that the customers own their data (configuration). Keeping that hidden can only lead to suspicion.
Sam skrev:And as mentioned, had we even been able to devise from a log file what is wrong with the 4GR's uptime when WLAN is enabled, then we would have resolved the entire situation before it ever would have even become one.
But you made a big and common mistake, you need to admit. You considered your customers ignorant and you now need to mend the consequences. You'll also need to work on making the syslog reveal the cause to the wlan and the other problems the products you push to the market make your customers unhappy about. And that sooner, rather than later.
Cheers,
Free your mind, and your OS will follow.
with WLAN disabled