Dear all,
as there were again issues - like in the past several times - with the launching of new RM and FW releases (RM122 and 7.4) and the response to my suggestions of the Kemper team on that Topic was and is like zero, I want to Point out this urgent necessary improvements over the profiler forum. The Minimum improvements according to the subject actually are:
- Software testing: New firmware and RM Software packages have to be tested before launching extensive via RM and (later?) on the HP for all basic operations in combination and for each product itsself (seperately)
- If not possible due to ressources: Less SW launches with higher quality are much better than many releases which contains bugs. At the end user satisfaction should be the highest target which also helps on making Kemper a name for reliable products
- Lauching SW has to be synchronized between the download ability via RM and Kemper Hompage. A delay of providing new SW on the Homepage reflects that Kemper is unsure having provided a sufficient tested software and waits for response and service desk feedback. If tests are done in a sufficient way, no major issues will come up, users are prevented to go forth and back between Releases and to have frustrated user experience. Cave: Not every Kemper user is a technical software expert!
- Once a software package was released, it should not be deleted from download without any comment in the forum or on the HP. This is totally unprofessional and gives the feeling of still being and acting like a "start-up company"
- Beta software has to be quoted as Beta (eg. RM 122 wasnt marked as Beta)
- Contacting support and delivering detailed information on issues incl. providing analysing files is often replied as "we cannot see the problem on our side". This is definitely a lack of the existing analysing processes. There seems to be to less or no feedback loop from the support team towards the development and vice versa.
- The support team has to be aware of all supported platforms, Mac and Windows. Calling the friendly support and hearing that the guy can only give answers on Mac because somebody else is only specialized on Windows, does not reflect a support team making sense.
- As long as the RM is necessery to manipulate Performances in a comfortable way (eg we still miss the import of performances via USB), a huge attention on the quality and reliability of the RM is required.
As I am working in the software industry since decades I have offered to help the development with basic tips on that topics without costs several times: Unfortunately Kemper is massive advice resistant.
Please Kemper Team: Dont be advice resistant, and try to improve on aboves topics dramatically, it is really worth - Thank you.
Hannes