Mr. Ely,<\/p>\n
I’m writing today to make you aware of the issues I have been experiencing while trying to get my SimpleTV unit setup. \u00c2\u00a0As of the writing of this post I’ve heard nothing from your support staff since my last communication on February 5th, 2014. \u00c2\u00a0At no point in the nearly 50 days since I started this journey have I been able to complete the setup of a SimpleTV unit.
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\nBeing an early tech adopter, I possess far more skills and patience than your regular customer. \u00c2\u00a0To that end, not only have I spent a great amount of time working on the suggestions of your support staff to fix the issues but I have also been researching online in an attempt to solve the problem on my own, I haven\u00e2\u20ac\u2122t had any success.<\/p>\n
As a recent cord cutter I was delighted to see your SimpleTV version 1 with a lifetime premium subscription available on woot.com for only $95. \u00c2\u00a0My thought was if the unit worked out well for me I would pick up your second-generation model to use as well. \u00c2\u00a0However since I first plugged in the unit I have had nothing but trouble. \u00c2\u00a0Your support staff takes days to respond and also to reply to anything you send them. \u00c2\u00a0I have offered several times to get on the phone to further discuss the issue with them only to have my suggestion ignored.<\/p>\n
At this point I’ve come to accept that the SimpleTV purchased, as a Christmas present will never work.\u00c2\u00a0 I’ve just given up.<\/p>\n
Based upon my experiences with your company so far, I really don’t expect a response to this open letter.\u00c2\u00a0 I\u00e2\u20ac\u2122m going to send it to your attention via email and also post it to your company’s Twitter & Facebook accounts.<\/p>\n
My expectation for no response is based in my current belief that SimpleTV just does not care about my issue.<\/p>\n
It pains me to have been treated this way on several levels. \u00c2\u00a0First, this is just poor customer service. \u00c2\u00a0Second, I was really excited about the product and eager to work it into my cord cutting toolbox. \u00c2\u00a0Third, after reading the news of your planned expansion into to Europe this year, it just seems you are planning to grow no matter the cost or the current status of your product or service.<\/p>\n
In the link below, I have posted a pdf of all my communications with your SimpleTV support staff via email. \u00c2\u00a0The only redacted parts of this email contain my non-public information that I wish not to be posted on the web.<\/p>\n