8700 posts since release 3 months ago! Yes, almost 9 thousand posts!

[DanologyUK]

8700 posts in the space of 3 months to the R3 community since the router was released! That is a lot. Even I feel embarrassed for you. 

Come on Netduma, do better, you shouldn't need this amount of posts for a successful launch so it clearly shows something went wrong with the launch? Was it launched too early? 

Yes some people have duplicated posts but almost 9000 post in 3 months (average 100 posts a day can not be seen as successful!) 

Time to own up to all of these issues that your paying customers are essentially beta testers for you which is not acceptable. 

How about making a post to pin to the top of the forum with a hands up to accept there are issue, list the known issues and known "workarounds" and start making some changes to resolve some of these issues to your PAYING customers? 

What do you say? 

[Netduma Fraser]

At least 3000 of those posts are just mine I believe. It is a new product and also new software, there are bound to be a lot of topics and posts. Even with the R2 launch there were a lot as well. Don't forget you're looking at a support forum, you will only see people posting issues here, it is a small percentage of the people that have an R3. We've never denied there are issues with any product we've worked on, that's why we gather feedback and logs etc so we can work on them. I understand you're frustrated but the team develop all day every day, it's not possible to go faster. If we rush out firmware then more issues could arise, better to take our time to ensure quality.

[Frederik]

Do you have a public trello board or something that the community can follow along in, to see what issues are on your radar, which are in progress of being fixed etc? 

[DanologyUK]

30 minutes ago, Netduma Fraser said:

At least 3000 of those posts are just mine I believe. It is a new product and also new software, there are bound to be a lot of topics and posts. Even with the R2 launch there were a lot as well. Don't forget you're looking at a support forum, you will only see people posting issues here, it is a small percentage of the people that have an R3. We've never denied there are issues with any product we've worked on, that's why we gather feedback and logs etc so we can work on them. I understand you're frustrated but the team develop all day every day, it's not possible to go faster. If we rush out firmware then more issues could arise, better to take our time to ensure quality.

Ask yourself why you have needed to reply 3000 times? What has driven customers to have to resort to seek assistance from you due to issues caused by either poor comms/bad software testing or design? 

You don't buy a car and have customers report the indicators don't work and the dealership says "oh you need to switch on your headlights to make your indicators work, until we can resolve the software issue" 

You don't buy a game where A button doesn't make your character jump and as a workaround you need to remap the button to X. 

Even now you are getting new issues raised by your paying customers that haven't been tested prior to release. These are basic issues. 

I just think to help your customers, to be more forward and transparent with what is broken, what is being done to resolve the issue and also what is the temporary workaround

I love the idea of what Netduma is trying to achieve but this isn't the first time a lot of your customer base have tried your routers and it is your 3rd attempt at getting a R router released. Surely some lessons have been learnt from all the other previous instances that could have made this a better release? 

I'll give you a live example. How was the issue of upnp and DMZ allowed to get through your quality checks before being released which then causes your customers with knock effects such as routers locking up and needing to be restarted? You know a lot of your customers would you use one or both of these so why weren't these tested and why was it down to your customer to highlight this simple, basic router function wasn't working? 

Edited February 20 by DanologyUK
Added live example of poor quality control

[Netduma Fraser]

1 hour ago, Frederik said:

Do you have a public trello board or something that the community can follow along in, to see what issues are on your radar, which are in progress of being fixed etc? 

No we don't have that.

1 hour ago, DanologyUK said:

Ask yourself why you have needed to reply 3000 times? What has driven customers to have to resort to seek assistance from you due to issues caused by either poor comms/bad software testing or design? 

You don't buy a car and have customers report the indicators don't work and the dealership says "oh you need to switch on your headlights to make your indicators work, until we can resolve the software issue" 

You don't buy a game where A button doesn't make your character jump and as a workaround you need to remap the button to X. 

Even now you are getting new issues raised by your paying customers that haven't been tested prior to release. These are basic issues. 

I just think to help your customers, to be more forward and transparent with what is broken, what is being done to resolve the issue and also what is the temporary workaround

I love the idea of what Netduma is trying to achieve but this isn't the first time a lot of your customer base have tried your routers and it is your 3rd attempt at getting a R router released. Surely some lessons have been learnt from all the other previous instances that could have made this a better release? 

I'll give you a live example. How was the issue of upnp and DMZ allowed to get through your quality checks before being released which then causes your customers with knock effects such as routers locking up and needing to be restarted? You know a lot of your customers would you use one or both of these so why weren't these tested and why was it down to your customer to highlight this simple, basic router function wasn't working? 

I have 70,000 posts over 10 years which means I average around 600 posts a month. Making the last 3 months just under double what I would normally do which is expected for new hardware/software so it's actually not as much as it seems. I don't think comparing us to companies with billions in the bank and thousands of employees is a fair comparison - we're still a relatively small company.

The router is tested of course by us but every connection is different, hence why we beta tested as well. However, it is not realistic to assume that there won't be issues, even Netgear who are massive will have the same. Development is very fluid, I could provide some information today that is no longer relevant tomorrow. I know your intentions are pure, you just want the best and I understand that, unfortunately issues come to light that aren't expected and we just have to figure out what is happening and get it sorted as quickly as possible which is what we're trying to do. In my opinion some of the firmware we have provided since Xmas was rushed and I'm partially to blame for that as I caved to customer pressure so we're not making that same mistake again. We'll take our time and get it right.

[cljackhammer]

@Netduma FraserI appreciate your help as always, but let’s be honest here. The R3 was released with core router features that simply don’t work. It was released too early. That coupled with the slow firmware releases and lack of transparency on what’s being addressed by the development team compounds this situation. I’ve been a long standing Netduma customer for a long time and firmware updates on DumaOS have been problematic for years, across the board. At this point, I’ve given up and swapped the R3. Simply too much tinkering that I need to do with port forward, IPv6 with congestion control,  Steady Ping not working with Warzone etc. Basically, I need to turn off all of the core R3 features, so I’m better off using my Asus router.

[Psyco-Mengo]

A piece of advice I will give to anyone reading these posts. 
Do not invest your money in this unfinished product!  

I have purchased many routers before, but this is the first one I have to be actively involved in a forum about features that were advertised and have not been delivered. 

Save your money if you don't have enough to spare.  These complaints are real and I honestly feel that nothing can be done to address them.