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It's kind of insane to think a company can do this to an end-user without really having any repercussions / not having a direct phone-line to reach out to when
by tn_ 9y ago
It's kind of insane to think a company can do this to an end-user without really having any repercussions / not having a direct phone-line to reach out to when this happens. I guess that's what happens when the product is free.
- w0m 9y agoA tool like Waze has saved countless more time than it costs when it has an error. Seeking punishment is similar to self driving cars. Once we have the first inevitable death due to malfunction, do we ban the technology? That traffic deaths are down 10,000% across the board should be factored in, nothing is *perfect.
- tn_ 9y agoI'm not saying we ban anything and acknowledge that it's an insanely useful tool. It's absolutely necessary for companies to move fast with imperfect technologies to break new grounds then iterate. I just think it's a kind of crazy there's no one to reach out to directly if there are any negative actions that happen.
- ensignavenger 9y agoYou use the term 'repercussions', which usually connotes punishment or negative consequences.
- timdiggerm 9y agoShould there be no negative consequences?
- ensignavenger 9y agoI can't think of any that would be appropriate in this situation. Other than maybe answering an email or chat message from the user and making a bug report to follow up on- can you? EDIT: Actually, I did think of one- bad press, such as this article.... if it happens too often, eventually people will switch to better apps. But you said there were no repercussions- so you weren't counting the bad press, anyway.
- admax88q 9y agoReach out to what end? Say there was a customer support number you could call. What happens when you call them? You complain for a bit and feel placated?
- ensignavenger 9y agoIf I were the product manager in charge of Waze, I would appreciate the user feedback so that we could work on improving. In this case, they may have automatically detected this issue, but it is always good to hear from customers/users, and have the opportunity to apologize when you let them down.