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Where Do You Prefer to Post RoadTest Problems to Alert the element14 Team?

rscasny

A program as complex as the RoadTest program is bound to have problems. These problems can range from application-form problems to documentation problems to hardware/software problems. Some of these problems can be resolved by other roadtesters, kind of like a virtual help desk. But there are some problems that require the sponsor's support team to get involved. If you are a roadtester or applicant, the first step in resolving the problem is alerting the element14 team or myself, the RoadTest Program manager.

In the following poll, I would like to get your input on where is the best place to post a roadtest problem so I can help you get support in a prompt, efficient manner.

There are a couple of places to post a roadtest problem. They are:

  • Comments section of the roadtest page
  • Forum of a specific roadtest
  • Community's Feedback and Support page
  • Direct contact (messaging or email)

While I think posting the problem as close to the source (the roadtest page in the comments section) is my preference, I would rather defer you, the roadtesters and members. I want to be as convenient to you as I can.

If you have the time, I would encourage you to vote.

Thanks.

Randall Scasny
Roadtest Program Manager

  • I'm a minimalist. i've been conditioned to post community related issues in this forum. I'm thinking the location has a number of eyes on it, other than just RoadTest related. IT might be more responsive in time of staffing issues such as holidays.

  • in reply to colporteur

    The Feedback and Support group has visibility on it from myself, the development team and a couple of other members of the Community team that cover it when I'm out and typically in USA hours (Sean and Dave). My advice is always to post problems there when it's a problem with the Community site.

    If it was a question about shipping or receiving the product or about the supplier for the RoadTest, it makes sense to me to post it on the RoadTest itself or raise it directly with whoever's running the RoadTest. Then if you didn't get an answer in that case, say the person's on holiday, then it's fine to raise it in Feedback and Support.

  • in reply to cstanton

    If the questions was specific to the RoadTest, i.e. can I speak with the vendor.... am I missing components....I agree posting to the RoadTest forum or messaging the program coordinator would be the paths of least resistance.

  • Interesting....historically, if it was a problem with the roadtest itself, I would post in the roadtest forum; for technical problems with a specific product, I'd likely post in the manufacturer's forum.  For more general problems I'd post in the Member's forum - I hadn't thought about the benefits of posting these general issues in the roadtest forum.

  • My personal preference is to go directly to Randall/Sean in private e-mail. Failing that, I have gone direct to company in some instances. There was once where we had PMs between contestants to cross-verify findings.

    This is because, frequently, such issues I encounter are of a complexity and severity that only the manufacturer can sensibly deal with. I would rather avoid publicly revealing such issues until they've had a chance to work through it with me or it has been verified as a non-issue in which case, no disclosure is necessary. This can (in some cases) save the manufacturer some needless public embarrassment and/or protect existing users from having a cybersecurity vulnerability dropped on them with no notice (for example). I ensure I do my due diligence first, before claiming an issue in the first place.

    Minor issues usually won't result in a contact at all - that will merely be noted in the review.

    - Gough

  • I think the best exposure and interaction with members would happen if the discussion is in the comments area where interested members are following the road test info. The best place to get a response from the team is direct message or possibly "Feedback and Support".  Sometimes contacting a manufacturer is better. The nature of the issue might dictate which of these or how many of these avenues are pursued.

  • in reply to Gough Lui

    Same here, I'd rather go the direct contact route as I'd rather not publicly embarrass the manufacturer with something that they could fix "in the shadows". Or I'd rather not display publicly my own lack of knowledge...

    In the past, I've also asked questions on their public forum as it felt the right place to get a better chance of reaching to the product's specialists.