SlashGear Japan
Yesterday’s news that the Touch Book was reaching pre-order customers’ hands kicked off an interesting conversation with Always Innovating, who felt that our post was unduly negative about what they themselves have admitted is a “beta” product. Our argument was that it’s not just the work-in-progress software that’s raising eyebrows, but some of the design decisions – the unbalanced top section that’s not countered by the keyboard base, variable build quality – as early owner SteveNYC is reporting over at UMPC Portal.
Steve’s overall impression is that it feels like “a mock up”, with a difficult, unresponsive touchpad, poorly responsive touchscreen, very small keyboard and poor design of what will be frequently-used components such as the plastic, non-spring-loaded clips that hold the slate to the base section. He’s not talking about returning anything, but he is giving the sort of feedback that early hardware deserves and – we think – demands.
“My issues with the device are not related to the software. It’s beta software and AlwaysInnovating has been upfront about that from the start … The software WILL improve. The issue here is simply put… build quality, or lack thereof” SteveNYC
Let’s be completely clear about this: we’re still interested and excited by the Touch Book. Developing a new piece of hardware (and the accompanying custom software) with a new start-up team is always going to be difficult, but unfounded positivity to the exclusion of obvious design issues helps neither the company nor buyers. There is certainly a niche for a low-cost, web-centric device, and the much-rumored Apple Tablet is unlikely to be cheap enough to change that. The upcoming CrunchPad is more likely to be the Touch Book’s primary competitor, and in that battle Always Innovating have strengths like a flexible form-factor and modular, tweak-friendly hardware in their corner.
We’re keen to hear your point of view on this; do you think our post yesterday was unduly negative? What support do startup companies “deserve” from the tech community, and should a smaller firm that, as Always Innovating pointed out to us, has put a full year’s work into developing their first product be judged a) on these pages and b) by customers differently to, say, a big name manufacturer? Let us know your feelings in the comments.
3 Responses to “Touch Book feedback continues: beta hiccups or unfair critique?”
gorkon August 21, 2009
Here’s what I think…I think you can be a fan of something but still have some complaints about a design. I don’t care how much time you have invested in a product. If the build quality is bad it’s bad. If you ask me, small companies should be more open to these kinds of issues. If the touchscreen isn’t responsive then that is a problem! If it tips over at times when using the keyboard….that is a problem! Beta software being shipped on a device? I don’t generally have a problem with that but the problems seen across the web aren’t software issues as much as they are hardware issues. A company should be open to criticism as that is the way they can make their product better. Period.
+7palmfox August 21, 2009
My concern about this is two fold. The first, a company should have a customer service telephone number on their website. Even if it just goes to a voicemail. I want the ability to contact someone. The second, is the how a company who has a known number of pre-orders, which have been secured with a credit card number, can fail to order enough in it’s first production run to at least cover the majority of the pre-orders. It’s not like you didn’t know a minimum number to order, you have the credit cards.
While they responded to my inquiries in a timely manner, I was always the one who had to initiate contact. I could never get even a ballpark as to the ship dates. Be a little forth-coming. I pre-ordered mine on March 14. July 20th I got an e-mail that my order was in query. I thought, great!, I should have it in a few days.. nope.. I still don’t have it, and I can’t get anyone to tell me when I will. Based on the comments I’ve seen, I am not going to pay $400.00 to be a beta -tester for both hardware and software. I would be more then willing to beta test software, but not the design flaws shown in the hardware… sorry, I cancelled my pre-order today.
+2slickthug August 30, 2009
im also cancelling my preorder today.
i agree software can always be fixed but if its hardware its a different story even if they say its ‘open hardware’
the product seemed to be a great concept at start but it didnt turn out as expected (for now?)
they also answered my emails promptly but then i didnt like them responding with ‘unfortunately’ all the time.
they have also responded with ‘unfortunately this information has not found its way to the support staff’ – i thought they were a small company, how long does that information take to travel?
i belive its fair to be honest. if you felt negative about the product then thats ok. as said before its a beta product and thats what betas are for. to get feedback on what need improvement
i think ill wait this one through, for a year or so and see how it compares with other touchscreen netbooks and see what other problems people find
+1