Jump to content
Sign in to follow this  
Followers 8
CanUSeeIT

Not listening

Recommended Posts

It seems very clear that the state of the apps is not making most cachers happy. I won't rehash the numerous problems with the apps, or the business model (paid / free / premium account requirements/ etc.) because there are hundreds of posts on these forums that go into detail on every complaint. And while I don't like to be a complainer, because I know how very hard it is to get something like this right, the biggest problem (to me anyway) seems to be the lack of response from GC.

 

The community is trying to give you feedback. You may be reading these posts, and gathering new insights, and formulating options. But we can't tell. We don't see the changes coming, but more importantly, we don't hear any kind of acknowledgment that there is a problem.

 

It's irritating that I've played for an app and also paid for a premium account (happy to do so), and yet the experience has become worse, not better. But the worst part is, I am hearing nothing to make me feel like there is a light at the end of the tunnel.

 

Listen to the feedback. There is a lot of it. And it's clear from the sheer volume, that the new direction is not working. It's ok to step back. Restore the old "paid" app until the new one is at least as good. But more importantly, let us know you hear us.

Share this post


Link to post

I don't think "they" should respond to every little thing in the forums.

On some days here, they'd have little time to do anything else.

I'd like 'em to spend their time fixing/improving things, thanks. :)

 

I've seen 'em respond to threads that aren't whiney, or self-serving.

You haven't?

Share this post


Link to post

I'm not suggesting a response to every complaint at all, and I'm sorry I didn't make that clear. I'm asking for an acknowledgment to the community at large, perhaps on the blog, newsletters, etc. that there is a problem, and a plan to fix it.

 

As an example, GC saw a problem with challenge caches. They saw the problem, acknowledged it, asked for input from the community, determined a course of action to improve the situation, and now there is a new framework in place to address the issues. The key thing is that they communicated with the community.

 

I have not seen that kind of communication regarding the apps, and I think the argument could be made that the apps problems affect a greater percentage of cachers than the challenges problem. Perhaps the challenges "hit home" more strongly with GC than the apps, because they were directly affected. Of course, I'm just speculating here.

 

I don't think "they" should respond to every little thing in the forums.

On some days here, they'd have little time to do anything else.

I'd like 'em to spend their time fixing/improving things, thanks. :)

 

I've seen 'em respond to threads that aren't whiney, or self-serving.

You haven't?

Share this post


Link to post

I'm not suggesting a response to every complaint at all, and I'm sorry I didn't make that clear. I'm asking for an acknowledgment to the community at large, perhaps on the blog, newsletters, etc. that there is a problem, and a plan to fix it.

 

As an example, GC saw a problem with challenge caches. They saw the problem, acknowledged it, asked for input from the community, determined a course of action to improve the situation, and now there is a new framework in place to address the issues. The key thing is that they communicated with the community.

 

Action with respect to challenge caches was a result of the reviewers complaining. The app doesn't effect the work of the reviewers.

 

But don't lose hope.

 

 

Share this post


Link to post

I'm not suggesting a response to every complaint at all, and I'm sorry I didn't make that clear. I'm asking for an acknowledgment to the community at large, perhaps on the blog, newsletters, etc. that there is a problem, and a plan to fix it.

 

As an example, GC saw a problem with challenge caches. They saw the problem, acknowledged it, asked for input from the community, determined a course of action to improve the situation, and now there is a new framework in place to address the issues. The key thing is that they communicated with the community.

 

I have not seen that kind of communication regarding the apps, and I think the argument could be made that the apps problems affect a greater percentage of cachers than the challenges problem. Perhaps the challenges "hit home" more strongly with GC than the apps, because they were directly affected. Of course, I'm just speculating here.

IIRC, there were a few threads started about presenting fixes/issues in the newsletters or blog, but since much of it is marketing, maybe they feel negatives just don't fit with the game plan.

- Something in development, or (as the challenges) fixed, it's positive, and newsworthy on both. :)

We have noticed that Lackeys now seem more willing to respond in the Release Notes area, maybe because that area's sorta more controlled, and with a bit (maybe just a bit) less angst than threads elsewhere beginning with a rant.

The way I've seen some Lackeys treated, even after a helpful response to a question, I don't blame them one bit.

Share this post


Link to post

My opinion is that the lack of responsiveness to user requests has dampened my enthusiasm for using these apps, and geocaching in general. I've posted many times that what I NEED in the new app is to have my ignore list applied, and to have field notes available. Many others have posted these same requests. Over and over. But each time a new version comes out, these things have been ignored, and only tiny, incremental changes are made. It's extremely frustrating how slow the progress is on this. Like there's maybe one person doing any actual work, in his/her spare time on the weekends. Can something please be done to pick up the pace of development?

Share this post


Link to post

When I originally posted this (June 5, 2016) I also emailed a copy directly to support, since my concern was that nobody at HQ would ever read this post. After a week or so, I got back a reply, saying I had raised a good point, and that the message would be shown to "the right people". Since that time I have not seen any communication at all to the community about the state of the apps.

 

Today the free app was updated to explain GeoTours.

 

Seriously HQ, you are not listening to your community.

Share this post


Link to post

Totally agree that Groundspeak isn't listening.

 

e.g. Despite numerous requests, even the basic feature request to turn off the notification when close to a cache, has been ignored on the forums and not implemented in the app.

 

The app is poorly designed, missing basic features, and buggy. Groundspeak are on their own slow schedule, and blinkered mission, to update it.

 

Funny: still haven't worked out how to find a GeoTour in the updated app.

Share this post


Link to post

Agreed. I just want favorite logging added to new app. Why add new functionality when they have old functionality that is not in the new app. Frustrating!

Share this post


Link to post

In following with this topic (of Groundspeak / Geocaching.com not listening), I thought I had found a way to encourage a dialog. The "User Insights" forum is presumably a place where they would like to know what we think about certain topics. There are 10 topics on that forum, and there is nothing about the apps in that list. It is also not possible to add that as a topic for discussion.

 

They're not even trying.

Share this post


Link to post

Face it - they've no real need to listen. What are we going to do, stop caching?

They're going to get our $30 per year regardless of whether they respond to user complaints about a "free" app...

I spent $5 and downloaded cachly. Great app. Has everything the old GC app had and more. Works like a champ. I'll never use the GC app again.

GC has its audience- they don't have to listen. Cachly is hungry - they're listening and turning requests into features.

Share this post


Link to post

Face it - they've no real need to listen. What are we going to do, stop caching?

They're going to get our $30 per year regardless of whether they respond to user complaints about a "free" app...

I spent $5 and downloaded cachly. Great app. Has everything the old GC app had and more. Works like a champ. I'll never use the GC app again.

GC has its audience- they don't have to listen. Cachly is hungry - they're listening and turning requests into features.

 

I agree totally with WearyTraveler. Cachly is the way to go.

Share this post


Link to post

Face it - they've no real need to listen. What are we going to do, stop caching?

They're going to get our $30 per year regardless of whether they respond to user complaints about a "free" app...

 

There are 2 sides to this...

1) The app, because it's free, isn't a direct source of revenue. The app doesn't need to complete in the Geocaching app space and cachers using other apps doesn't impact Groundspeaks revenue.

2) The app is a leadgen to generate revenue via the premium subscription. If non premium users are frustrated or don't get hooked because they are too restricted and don't see the full possibilities of Geocaching, Groundspeak is shooting themselves in the foot. Because I have no insight on the positive or negative impact of subscription sales based on the app, I can't comment further without speculation.

 

And yes, Cachly is fantastic!

Share this post


Link to post

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

Loading...
Sign in to follow this  
Followers 8

×
×
  • Create New...