Reputation is a fickle thing

Dissapointment

Well after upgrading to the new 6.1.5 version I've got to admit I am a little disappointed. One of the biggest gripes from many users was the licensing issues and the removal of the Boonex adverts and links. This seemed to be a reoccuring theme in the forums, and is one of the items that I expect many were assuming would be fixed with the new licensing.

With my newly updated version of 6.1.5 many of the Ray Widgets now have the Boonex logo and link in the title bar, this is not good.

I have also discovered that Ray presence seems to think that all of my contact are online, which they are not - Another bug! Comments in the forums also seem to point to there being more bugs as well.

Bugzzz

Fixing of existing bugs is pretty much an expectation with any patch, introduction of additional bugs is really not acceptable, this is why there are beta testing programs!! I assume that the 6.1.5 patch / update went through a beta testing process??? If not Boonex need to stop development on D7 and put a development plan in place with a managed bug tracker and managed beta testing program. Boonex.us is not a beta testing program as it is not managed.

As my previous comments state, Dolphin 7 really needs to live up to everyones expectations for it to be a success, this is especially pertinent with the new licensing as many people are already upset at missing out on a free upgrade.

If D7 is released with bugs such as those mentioned above then I expect that this will cause many to reconsider the use of Dolphin on their sites and cement the already common opinion that Dolphin products are buggy. It seems to me that people have already been through this with the 6.1.4 release, the long period taken to address the issues, and the lack of a decent support system. There was a very high expectation that 6.1.5 should be bug free, it is very unfortunate for Boonex that it isn't.

Support Issues

Boonex also need to consider that with the price restructuring there is also an expectation for an improved support system, and this has already been hinted at by unoboonex, and in my opinion should have been implemented along with the 6.1.5 release.

I am also of the opinion that all support should be here on this site - not at some other site. Expertzzz simply does not portray a very professional image - not only does it appear as a completely separate entity from Boonex (perhaps it is), but to me gives the impression of a warezzz / h@cker site - simply from the title alone! The impression that it gives me is one of a site run by a 14 year old who has bought a cool sounding domain - not the support site for an expensive,  commercial product. The level of support is also not professional - it is solely community based - there is not one expert on there. (This maybe a bit of an exaggeration but you get my point) Boonex, you should really consider dropping this site and any otherzzzz with a simlarly silly name.

Subdomains are free - use them!!! 

support.boonex.com

demo.boonex.com

d7.rc2.beta.boonex.com

plugins.boonex.com

whatever.boonex.com

They are all free!! They all appear 110% more professional than my-uncreative-domainzzz.com  and they all help towards the professional image that you are trying to portray.

Support Expectations

In my opinion, the promised improved support needs to be put in place now - this includes a decent and proper bug reporting system. Whilst community support is great, it really needs input from those who have written the software. The response times for support also needs to be addressed. Paying customers should really get help within a predefined period - not 30 minutes as others have suggested - but at the VERY minimum the same day.

I have always provided same day response for my own open source apps, including my CMS, and I do this on my own and for free, this is in addition to code development, managing a dozen websites and performing my normal full time day job.

Live chat is ideal but requires 24/7 manning. Another workable scenario is included support for licensees, say something like access to a dedicated support forum for 3 months - included for free with every 12 month license - this enables installers to get support for the installation and setup of the software - which is all most people need. Additionall access can then be purchased on an ongoing or as needed basis, this gives users the option of extending thier support or even employing a third party for any additional updates / modifications.

Dolphin 6.1.6

Another expectation is that the newly discovered bugs with the 6.1.5 release need to be fixed ASAP - In my opinion 6.1.6 should be out by the end of this week at the latest!!

Remember - this is a commercial application, not a free one and paying customers have certain expectations.

Reputations and Commerciality

All of these issues need fixing or D7 is simply going to be a huge flop, reputations are being made on how things are handled and releasing a bugfix update with bugs in it is amateurish at best - You can get away with this on a free open source app, but not one that is a commercial product, you need to get 6.1.6 out there to try and salvage some of your reputation before it is too late. I am sure that all of the comments relating to the 6.1.4 release and it's bugs are still in memory - don't let 6.1.5 be the same.

Recent blog posts have highlighted the general consensus relating to pricing and many are not happy - I myself am happy to pay for a commercial product - but after this recent 6.1.5 release I am now thinking twice - 6.1.5 is not of the standard expected of a commercial product at all.

My advice - again - make sure D7 is as near to perfect as can be, as the expectations are very high!!

And remember - Reputations take years to build, and only seconds to destroy!

DM.