Scott, thanks for the opportunity to put a few of my thoughts down for your readers. Not exactly the circumstances under which I envisioned being your guest blogger, but now I have a goal to do this again under different conditions.
First of all, I'm of the belief that direct customer input (any kind) is good, so I don't mind all the comments and ideas - they are all part of the journey to keep improving. We constantly strive to deliver the best customer experience to protect data, and we take this very seriously. Better to know than not knowing.
Regarding your case Scott, the bottom line is that we made a bad judgment - our agents are trained to immediately swap or upgrade (regardless of warranty condition) if they see what you saw on your video - but we made a rookie mistake this time. I traced the call logs. 100% our bad this time. As I mentioned on the phone, my apologies and it should not have happened. By the way, if any of your readers (or their readers or colleagues or friends or whatever) experiences what you saw on your video, just contact us or ping me directly (firstname.lastname@example.org) and we will take care of it immediately.
Just to clarify, we currently offer a standard one-year warranty, and many of our customers opt for the extended care package. We are, of course, working on much faster, "next-gen" Drobos that take into consideration all of the customer feedback we've gotten since day 1, and we've been debating the 1-year vs. longer standard warranty period as part of these soon-to-be announced new products. This is where there is (!) a bit of a silver lining as the timing of your input could not have been more acute - vote(s) recognized, taken, counted!
Readers, the only comments that I want to strongly dispute are the ones that suggest that I only followed up with Scott because he is Scott. I (we) call customers every single day - small, large, happy, frustrated, domestic, international. We have a couple of hundred thousand to choose from, and there's always someone who wants to talk about their Drobo and/or their challenges of data protection and management. I enjoy it, I learn a lot, and it is important that our customers know that there are real people out here trying to help them figure it out. I ALWAYS end my emails (and my guest blogs) with an invitation to send me (email@example.com) your thoughts or to drop me a line at 408-276-8621 (I am hardly ever at my desk, but leave a VM and I will get back to you).
OK - thanks again - I'm glad to have the opportunity to meet you all "directly," despite the circumstances. My personal goal now (mark it down) is to re-appear as Scott's guest blogger the day after he writes the "Drobo - I'm BACK" post. It's on us. I know what is coming, and I like our chances.
Best regards everyone,