Com One Phoenix Radio

sam · Posted: Jan 08, 2009 1:40pm Post subject: Com One Speaks!

I posted the following question to Baptiste (Com One product manager) on the Phoenix Blog and got a response:

Baptiste, many users are wondering why nobody has heard from Com One recently, and are asking if the company is still in business and if it’s safe to buy a Phoenix. Can you please address these questions?

Thanks…

(Baptiste's Reply):

Hi Sam,

Actually you are right, Com One is trying to reduce its marketing effort regarding the Phoenix Wi-Fi radio, as an outcome of the global business climate.

Nevertheless, the company remains in an healthy situation, potential customers can continue going on com-one.biz to purchase our product and we will provide all the necessary support to our customers.

New challenges are coming for us, 2009 will be a really terrific year, and I will explain more deeply what will be going on in a post in the very near future.

Thanks again for your trust and your involvement in our different sites (this blog, the forum and com-one.biz)

Baptiste.

So there you have it... I'm a little torn here. I understand reducing marketing expenses in light of the global economy, but why not continue to build strong customer relationships by posting in this forum and replying promptly to user's questions and concerns? That level of customer service is very inexpensive and truly builds good will.

In any case, at least we have heard something positive regarding the company and the future of the Phoenix.

What do you think?!

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japanman · Joined: 28 Sep 2008 Posts: 51

What do I think? I think they are doing a swell job of reducing their marketing effort! They must have been prescient because they started to reduce it a long time ago.

sam · Posted: Jan 08, 2009 9:12pm Post subject:

We're probably expressing the same sentiment here. I think that there's a world of difference in reducing marketing expense and reducing customer and product support. I think the reduction in their marketing actually started in September/October. Before that timeframe there were plenty of articles and reviews on the Phoenix. The reduction in articles probably coincides with Jil (their hired PR rep) going incommunicado.

John F. · Joined: 08 Apr 2008 Posts: 116 Location: Halfmoon, NY

I had an exchange of e-mails with their p.r. firm today. It tracks pretty much what you heard directly from Baptiste, sam. The Phoenix will continue to be supported but the wifi radio concept is going to be developed further and expanded into other products, such as the iPhone. This is smart, IMO. Also, the business structure is going to change. I made the same points you and japanman made here--that interaction with customers that are first adopters can bring dividends. I'm not sure they quite get that, but I'll keep saying it every chance I get to have their ear for a few minutes. The Phoenix is a good product that has been greatly improved over the time I've owned it. Bottom line-- I think it's safe to buy a Phoenix, but the focus of the company however it's restructured will be on applications for their product beyond the Phoenix. In other words, for Baracoda the Phoenix is just the first step.

sam · Posted: Jan 09, 2009 1:21pm Post subject:

That's interesting, John. As an iPhone owner I use two apps for streaming audio and I love it (though neither will allow me to add my own URL). I think expanding the Phoenix concept to other devices is smart - though I hope it's not at the expense of the Phoenix.

frank · Joined: 21 May 2008 Posts: 55

As long as they keep the site that the Phoenix needs to connect to up and running, I guess that's all I can really ask.

blueberrymanip · Joined: 01 Jul 2008 Posts: 99 Location: UK

My interpretation of all this is that...
a) There are no plans to turn the server off, but it won't be supported 24/7 if there's a problem.
b) User support will remain at it's current low level.
c) No further Phoenix enhancements or firmware releases will be forthcoming.

Am I being unfair ? I genuinely hope that I'm wrong, because the Phoenix is a great set, and has several facilities that others don't.
I bought mine after extensive comparison research because it was the only one that met all my requirements. ie. To me, it was the obvious market leader.

I suggest we give Com-One as much encouragement as we can, in the hope that my interpretations are proved wrong.

John F. · Joined: 08 Apr 2008 Posts: 116 Location: Halfmoon, NY

FWIW, I think you're assessment is too pessimistic. They know the firmware is solid and still fully capable of incremental improvements. Hence, the hint that it will be used in new applications. Therefore, I think firmware upgrades are most definitely in the offing. The Phoenix (i.e.: the hardware) may not be everything it could be, given any persistent problems they have experienced (battery recharge, a/c adapter failure, etc.) Along with the new applications (iPhone, e.g.), I wouldn't be all that surprised if they looked into improving or replacing the Phoenix or adding new radio-like devices to their product line. If the Phoenix's design limitations or construction deficiencies work against needed improvement, then that may mean that particular product may have a limited shelf-life; but the success of the firmware--which is really the heart, the strength of the effort--means
that more hardware is coming. It is the nature of electronics today.

In sum, I think Baptiste's response to sam (and my conversation with the p.r. firm) bode well--certainly more positive than negative.

sundance · Joined: 05 Jan 2009 Posts: 3

Well done and thanks Sam and John for getting some feedback from ComOne. However, I'm sorry but I'm still not convinced.
No offense intended, but unfortunately statements from PR and Marketing are sometimes not reliable - they are paid to paint a positive picture, to keep your hopes up.
So you have to cross-check what they say with hard evidence. Marketing will tell you a lot of (fanciful/untrue) things to keep you attracted to their company.

Comments from existing customers and my own experience show that its no longer possible to buy the product in Europe, the support is virtually non-existent (apologies support if you are doing a great job but under-staffed), the communication
of the company is virtually non-existent, the website is not up-to-date and contains information which isn't reliable (e.g. ComOne Boutique doesn't exist, and none of the shops
listed seem to sell it). Actions speak louder than words.

I'm happy for them that they are excited about their future product plans ... and they seem to be doing a good job enthusing their employees ... but unfortunately I'm not in a ComOne Fan Club, faithfully waiting
for future developments. I just want a WiFi radio right now from a company who's actions show they are alive, well, and communicative, rather than one which has an optimistic marketing dept
but a business model akin to an acute state of rigor mortis.

Sorry ComOne - its a pity, you have a great product. I genuinely hope you prove me wrong. If you manage to solve the above issues before I find an alternative radio, I'll race to the checkout with yours. Otherwise I'll let the forum know which one I bought, and whether the grass is greener on the other side Wink

Sundance

sam · Posted: Jan 12, 2009 9:40pm Post subject:

Sundance, it's hard to argue against your reasons for not buying a Phoenix right now. While I'm also glad that we've heard the company is still in business, the lack of communication was a major misstep by Com One and I think they need to gain the trust of users and prospective buyers again. As an owner with no hardware problems I've been happy with the Phoenix. As a new buyer I'd need a compelling reason not to go with a more established company at this point.

I hope we see Com One increase the firmware updates, the communication, and continue updating the online catalog. It won't take much to keep owners happy and establish a renewed sense of confidence and trust with the users.