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Chrysalis · 24-12-2011, 14:05

Masque it works both ways and this has been gone round in circles before on here.

I agree with the one fault too many comment, any hardware supplier should always strive for 0 reported problems. I have never had a router company tell me a bug I reported is not important because I am the only one to report the fault. Billion even made me some personal custom firmwares to resolve issues I had with one of its routers. Its a very bad idea for VM to apply their fault management to hardware where if its below a cerian % of customers it dont matter.

The posts on VMs forums are probably a fraction of what is going on in the call centres, so its a reasonable assumption to make if one sees 1000 complaints on the forums you could multiply that by a lot to get a total complaints figure. eg. by 100 which would make 100k complaints.100k out of 500k issued units? hmm not good fault rate. That will be why modem mode was developed and VM at one point were going to do a 2nd superhub.

My guess is a lot of phone reports get misdiagnosed so the figures are massaged, someone may call in with dropping wireless, the rep logs in remotely changes the channel and it improves a bit so gets logged as customer configuration issue when its really a hardware flaw.

the issue where the 2nd superhub manufacturer was been worked on, this was claimed by staff here this was preplanned before the netgear device launched, yet mysteriously when modem mode dropped complaints significanty the 2nd device has been canned.

the truth for me is that the superhub has faults inherint in its design, these faults either dont always surface or dont always get noticed and hence some posters saying theres works fine.

24-12-2011, 14:05	#79
Chrysalis Inactive Join Date: Sep 2003 Posts: 12,047	Re: can we really write it off? Masque it works both ways and this has been gone round in circles before on here. I agree with the one fault too many comment, any hardware supplier should always strive for 0 reported problems. I have never had a router company tell me a bug I reported is not important because I am the only one to report the fault. Billion even made me some personal custom firmwares to resolve issues I had with one of its routers. Its a very bad idea for VM to apply their fault management to hardware where if its below a cerian % of customers it dont matter. The posts on VMs forums are probably a fraction of what is going on in the call centres, so its a reasonable assumption to make if one sees 1000 complaints on the forums you could multiply that by a lot to get a total complaints figure. eg. by 100 which would make 100k complaints.100k out of 500k issued units? hmm not good fault rate. That will be why modem mode was developed and VM at one point were going to do a 2nd superhub. My guess is a lot of phone reports get misdiagnosed so the figures are massaged, someone may call in with dropping wireless, the rep logs in remotely changes the channel and it improves a bit so gets logged as customer configuration issue when its really a hardware flaw. the issue where the 2nd superhub manufacturer was been worked on, this was claimed by staff here this was preplanned before the netgear device launched, yet mysteriously when modem mode dropped complaints significanty the 2nd device has been canned. the truth for me is that the superhub has faults inherint in its design, these faults either dont always surface or dont always get noticed and hence some posters saying theres works fine.