MarcO'Chapeau wrote: > Hi folks, > > I just received this reply from TRIsoft. They asked me to forward it to the > community, so there goes. > > I would like to thank TRIsoft for this crystal clear reply. > > While I understand the position OM is in, the difficulties for a rather > small company to handle so much and the community aspect that make Openmoko > so unique, I do not always understand the silence. I was surprised to see > that TRIsoft shares a similar feeling. I would have expected OM to at least > talk a little more to the distributors. > > My only hope is that this message helps to shift the debate to finding > ideas of logistical solutions, and that eventually we hear from Openmoko, > even if it is to admit that they don't know what to do yet. > > Regards, > Marc.
Marc and everyone else, Thank you for your message, Marc. I hope a solution or communication of any kind will follow. With logistical challenges in mind, maybe other alternatives can rise to the occasion. Just an idea could be a major discount on a GTA03, if that would be available soon. The discount could be a bit less than the total price of shipping a device back and forth and having it fixed. This would also reduce risk and being without a device. Different variations can be thought of, sending your GTA02 back on reception of GTA03, more accessories on a GTA03. Anyway, I think it should be desirable that possible alternatives should be thought of, offered and chosen individually. We all understand OpenMoko is a small company, but OpenMoko must also understand that the community is also partly responsible for letting it exist. I run a company myself, one person enterprise, but also I have to play according to the rules. Most of us will find that OpenMoko is doing a good job and is here to stay, but please solve this issue a.s.a.p. Regards, Pander > > On Mon, 9 Mar 2009 21:38:37 +0100, "TRIsoft" <[email protected]> wrote: >> Marc, >> >> after trying to access the mailing list via the nabble >> interface, we finally gave up. Please be so kind and >> post this reply also in the community mailing list. >> >>> It is not my first time asking this both on the lists >>> and to Trisoft. It won't be the last I fear... >> Sorry, but this left us a bit confused. The last email >> from you was in July 2008. We had no report from you, >> that you're affected by the buzz problem. >> >>> -- snipped questions about how to and what's the status -- >> The main problem for all resellers is, that we don't have >> access to any more information than you do. >> >> Under normal circumstances the procedure for a rework is >> plain and easy: >> - Manufacturer notices a problem >> - Procedure to solve the problem will be found and tested >> - Procedure will be announced officially to the resellers >> - Depending on the kind of failure (f.e. safety critic) all >> units will be reworked or just "if customer reports". >> >> Unfortunately Openmoko is not the usual kind of manufacturer. >> The situation for all resellers (and for us) looks as follows: >> >> We have a small number of people (less than 10) who reported >> that the buzz problem is an issue for them. >> Joerg posted on the list since at least November about the buzz >> fix and also put the SOP-PDF in his personal webfolder. But this >> fix is in no way "official". >> Why is "official" so important? Simple: If you start reworking >> units, you'll always fry some. Also if a fix is not thoroughly >> tested, you'll maybe damage another section while fixing the >> reported problem. To make sure that this won't happen is the >> job of the manufacturer. Usually they have some "quality and >> reliability department" taking care of this kind of stuff. >> >>> I am more and more thinking that warranty at Openmoko is a >>> do-it-yourself concept... While I am not a lawyer I would >>> think a do-it-yourself warranty is no warranty, and we are >>> meant to have one... This is not just ranting. >>> Legally, I would say Openmoko would be troubled if some >>> consumer association started asking questions. >> Offering an RoHS compliant rework on SMD parts as a "do it yourself" >> solution is in no way possible. >> >>> Same goes for Trisoft, which remain unusually silent when I >>> ask this kind of question without being public about it. >> Can't be. Every customer who askied us about the buzz fix, got >> exactly the same information we're now posting. >> >>> Now that everybody is in CC, let's get some answers. >> Ok, now we reach the really ugly point: Communication. >> To get an answer from some Openmoko official, you should post >> something like "Hey, i painted my coffee mug in OM colors" or >> "I ported the 27th version of Tetris on my FreeRunner". >> Openmoko is for sure the most community oriented company we ever >> got in touch with. But unfortunately they lack everything that >> you're used to get whily working with a manufacturer. >> >> For example: For every other company you'll have a "who to >> call, which butt to kick list". Name and contact for the >> various departments (purchasing, sales, accounting, logistics, >> spare parts, service...). Don't expect, that such a thing >> exists for Openmoko. >> >> So all we can do is shoot emails into the deep space of >> Openmoko and see, who answers. With luck, there's a sig under >> the name, so you don't need to guess if the answer is from the >> "support" or "vice president of room cleaning". >> >> Don't get us wrong, we love the idea and the approach Openmoko >> made and still fully support it. But the lack of professionality >> in some cases is ruining the fun. >> >> Back to the buzz topic. What have we done? >> Since early January we had a lot of chit chat with Steve and >> other folks at OM regarding how to go ahead with the buzz. >> Answers were "we need to test the SOP to finalize it and we >> don't have a plan how to manage a rework". We offered a plan >> for a (if neccessary) EU wide rework including all handling, >> rework, shipping back to the customers... - silence. >> After some more forth and back the final quote is: >> "It's very tough work for a small team of folks who have never >> managed this before. So please bear with us." >> >> Sweet. It's ok, if you don't have an idea how to solve such >> a thing properly. But here (and in some other cases) solutions >> and advises from people with manufacturing experience are >> ignored. >> >> So, we're in the middle of you all. We can't help our customers >> because there's no "this is the fix, do it" from Openmoko >> available. On the other hand all ideas and suggestions to >> Openmoko result in kinda "Oh, that's interesting, thanks" and >> continuing silence. >> >> Sorry that we took the answer to your post as an opportunity >> to vent some pressure and frustration, but it's time to wake >> up some of the sleeping guys at OM. >> >> Ok, community, let's shout out loud into direction of the >> OM officials (whoever these actually are: You claim to be a >> company and a manufacturer. Try to act like one. Trusting that >> the community will solve it by itself or trying to pray the >> issues away will definitely work not! >> >> ///TRIsoft >> >> Marc Stephan >> __________________________________ >> >> ///TRIsoft Fischer & Stephan OHG >> Lwenberger Str.4 30966 Hemmingen >> Amtsgericht Hannover HRA 25165 >> Telefon : 0800-TRIsoft (0800-8747638) >> gebhrenfrei >> Telefax : 0511 94294-99 >> E-Mail : [email protected] >> internet: www.trisoft.de >> __________________________________ > > > Marc-Olivier Barre. > ------ > Participez au black-out anti-HADOPI : > http://www.laquadrature.net/fr/APPEL-HADOPI-blackout-du-net-francais > > _______________________________________________ > Openmoko community mailing list > [email protected] > http://lists.openmoko.org/mailman/listinfo/community _______________________________________________ Openmoko community mailing list [email protected] http://lists.openmoko.org/mailman/listinfo/community
