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0 pointsprmoustache1y ago0 comments

What is the risk here?

0 comments

gwd1y ago

Consider the following scenario:

1. Someone owns one of these systems which is functioning perfectly well.

2. They stumble across a link allowing them to download the controller app, and so they install it on their normal tablet, expecting to be able to control the system from their tablet

3a. It doesn't work, so they contact technical support. Technical support wastes a bunch of time before figuring out why the app isn't working, only eventually to realize what's going on.

3b. They can't get the app to work, and so slag the system on social media.

Both have costs both to the people who end up downloading it, and to the company -- costs which could be avoided by having a simple error message.

passwordoops1y ago

There's nothing wrong with this scenario per se, but there's a 100% chance this is not the reason for their decision

gwd1y ago

There can be multiple reasons to do something. It's a simple, effective way to avoid some legit issues that doesn't require much if any testing; by itself it's a perfectly legitimate business decision and doesn't need to be illegal.

Paired with their attitude towards repairing the broken tablets, it's clearly also a part of their "planned obsolescence" scam.

anoother1y ago

This is pretty simple to solve for. Eg. Have the app provide an ID the customer can quote to the CS rep; Have the app also log this ID, along with the system it's being run on, to the cloud/an interface that pops up an "unsupported system" message to the CS agent on entering the ID.

majewsky1y ago

How does this solve 3b?

prmoustacheOP1y ago

But you could have a warning at the start of the app without rendering it unusable that would pretty much solve old points.

lolinder1y ago

You've clearly never worked in tech support. People who are likely to go through the steps that OP described aren't going to read the warning.

j / k navigate · click thread line to collapse

0 comments

gwd1y ago

Consider the following scenario:

1. Someone owns one of these systems which is functioning perfectly well.

2. They stumble across a link allowing them to download the controller app, and so they install it on their normal tablet, expecting to be able to control the system from their tablet

3a. It doesn't work, so they contact technical support. Technical support wastes a bunch of time before figuring out why the app isn't working, only eventually to realize what's going on.

3b. They can't get the app to work, and so slag the system on social media.

Both have costs both to the people who end up downloading it, and to the company -- costs which could be avoided by having a simple error message.

passwordoops1y ago

There's nothing wrong with this scenario per se, but there's a 100% chance this is not the reason for their decision

gwd1y ago

Paired with their attitude towards repairing the broken tablets, it's clearly also a part of their "planned obsolescence" scam.

anoother1y ago

majewsky1y ago

How does this solve 3b?

prmoustacheOP1y ago

But you could have a warning at the start of the app without rendering it unusable that would pretty much solve old points.

lolinder1y ago

You've clearly never worked in tech support. People who are likely to go through the steps that OP described aren't going to read the warning.

j / k navigate · click thread line to collapse