LH Labs Mission Statement Update - 9/9/17

Hi everyone,

I'm Jarek and I'm the newest member of the Customer Service / Communication team. I have 10 years of Customer Service oriented background, and I'm eager to help out here.

I'm an LH Labs fan and I've got several of their Geek Out products. Larry asked for someone who was well versed in communication and so I volunteered my time and he excitedly accepted. I do live in the midwest and so I'll be helping out remotely in CST. I'm here to help you guys and grease the flow of communication.

I'm well aware of the issues facing the communication aspect between LH and the community. I'm also aware of the Customer Service issues the community has spoken up about. I've addressed at length with Larry the situation, and I'm hopeful we can build ways to help restore confidence in this company and help bring a sense of relief and confidence to the community.

We are exploring options to provide better channels of customer communication. We're also looking to revamp our activity and participation on our Facebook and the LH Forums. I am fully aware that efforts in the past to direct communication to these avenues have not been met with very much success. We hope to change that immediately, and we hope you give us the opportunity to show we're serious. We are going to actively monitor (and respond!) to our Facebook page and our forum. Hopefully in the future we can speak to you guys in other, more immediate ways as well!

Larry and I are going to work extremely hard on timely, accurate updates. We realize how important they are and that you placed your trust in us to deliver a product. You deserve to know what is happening with your money. We hope to be timely and are looking at simplifying the updates as well instead of doing targeted emails (we understand the complaints). Our goal for each is below:

Geek Wave: Bi-weekly (Sundays)

Geek Pulse: Monthly (date tbd)

Vi Dac: Monthly (date tbd)

Geek Source: Monthly (date tbd)

Pulse Analog: Monthly (date tbd)

Please note: there are some theories floating around that the new monthly updates coming from LH Labs are only due to new IGG rules. This isn't true – this was in the works right after I came on board, before the new IGG rules were unveiled. As long as I was employed, this was going to happen regardless. We are actively working on making this project better because we want to and it's what the backers deserve and are demanding. Obviously, we also welcome the new IGG rules for us and all campaigns on the platform.  

Larry, I and the rest of our team know our customers are the most important aspect of our business. Without our customers, we cease to exist. We have a wonderful community and we appreciate you guys, no matter what it has looked like in the past. We realize that things have not gone smoothly in the past in regards to keeping the backers updated and responded to. We're very sorry for those issues. We're taking corrective action and we are going in a more proactive direction instead of retreading the old reactive course. 

I do ask that everyone be patient as we transition into this new phase, and also please be patient with me as I transition into this position. I'm new so it may take a little while to fully get into the full swing of things and learn about the back-end system and navigate the community. I'll be around the forums (IGG, LH Forums and Head-Fi mainly) interacting and helping out in any way I can. I'll be relaying information back and forth between the company and the community as swiftly and efficiently as possible. I'll be working directly alongside Larry and hope to have a great interaction with the rest of the team. I hope we (myself, the community, and LH Labs) can build a relationship that is lasting and strong.

We do ask that any specific questions over the campaigns or tickets be brought to our Facebook and LH Forums. We definitely are not trying to shut down any communication or conversation here, but due to the way the IGG site works, it's just much easier to respond to individual requests through those channels.

Please feel free to continue commenting here, but we will be interacting more on the LH Labs Forum and Facebook. Please understand the software in those channels is easier and more user friendly.

We are also aware of the rumors and speculations in IGG comments and on various audio forums. We're currently working to address those in at least one future post and clarify some of the more popular misconceptions regarding LH, LH Labs and the campaign/business. We are actively moving towards more transparency regarding this entire venture. 

We will be reaching out to our backers individually as we find mentions of egregious Customer Service/ticket errors. We may not be able to get to everyone individually, but we will be working as earnestly as possible to get in touch with individuals who comment on the forums about persistent issues. We appreciate your patience as we start that process.

Once again, I'm really excited to be here for you guys! We look forward to hearing from and serving the community. Larry is very excited to help bring these projects to a close and into your hands. I'll be around the forums and helping out with questions on a regular basis in any way possible. Everyone loves a comeback story and we hope you'll allow this to become ours.

- Jarek

Links:

http://lhlabs.com/forum/

https://www.facebook.com/geekbylhlabs/


Who cares what the new IGG rules are, when they allow you to post "updates" that don't actually provide any new information, and more specifically all you ever do in these updates is rehash old stories?


I'll answer my own question, no one cares what the new IGG rules are, they have proven to be utterly useless to backers anyway and that won't be changing. IGG sucks and is totally complicit in the LH Labs debacle, the whole world knows that by now.


Jarek - take a look at the content in the "updates" posted over the last 2 years, and then tell us whether or not you think the same tired old stories have been told, or have we been given fair honest and timely appraisals by LH Labs of the Vi DAC project's status. Pay extra close attention to the timeline on the chassis story over the last 2 years.

Hey Mike, I'm aware of the issue. I'm still working with Larry on this. When we have more updates, we'll post for them you. It's probably not what you wanted to hear, but many people requested that Q&A, so we had to, even if not a whole lot of things had changed. Sorry again for the situation. Hopefully we can make more progress on the Vi Dac and updates soon. 


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Thanks Jarek. Please tell Larry that Vi DAC backers are absolutely fucking irate, and we don't EVER want to hear any more rehashed stories about slow chassis production speed, thats a dead horse fully beaten long ago. That story flew for about 6 months after the first missed delivery dates, no more.

This project has been dead in the water for over 2 years, no meaningful updates or progress at all. No units have shipped, despite previous claims to the contrary.

The next "update" needs to have real concrete information about progress in it, otherwise the update should simply say "we don't have any Vi DAC progress to report".

Very soon an update needs to state "we shipped 20 Vi DAC Tube units to backers this month", otherwise Larry Ho is a fraud.


1 person likes this

Hey Mike, I totally understand the frustration. My job is to advocate for the customers and provide any information available to you guys in a clear, concise, easy to understand and timely manner. If the information isn't there, I can do what I can to at least present something. Please note I do take ALL notes from customers and I present to Larry and try to work with him on presenting new information. I've taken your notes and I'm going to talk to Larry and see if we can get any further updates regarding anything possible in all aspects on this project. If there's anything "new", I'll post it immediately in an update. 


1 person likes this

Hi Jarek,


Going forward, can you make sure you won't close any tickets that are unresolved?

For example, Ticket: #30660 regarding a driver issue I reported and I was promised it would be kept opened until new driver has released.


However, it was closed without any fixes. This is unacceptable and shows that LH Labs isn't committed to fixing any bugs.

@George Tsang there was a problem with auto-closing tickets. I think we that got fixed after I came on-board. I haven't gotten any other reports besides maybe one guy of tickets being closed for no reason/closing on their own. 


I'll talk to Larry and see what the situation is. The problem is I don't want to keep open tickets indefinitely in our system (and if you saw the current state of the ticket system you'd understand what I'm dealing with), so I'm going to have think up something --- a new ticket status, or when we release a new driver, we'll plaster that news everywhere. I'm not sure yet. If I do end up closing your ticket, it has nothing to do with us ignoring you. It means a) I'm trying to unclog the current ticket system b) there's nothing left to do on the ticket or c) someone else closes it for some reason. If we aren't going to release a new driver, there's no point in keeping your ticket open, see what I mean? Anyway, I'll brainstorm with the team and see if we come up with something. I'm sorry for the all the previous issues. I'm working to fix as much as we can. 

Hi Jarek, a new status like "Going to fix" would be better. An ETA would be helpful as well given the issue was reported a year ago and your team confirmed it needed a fix.

Hi George, "going to fix" implies a guarantee of a fix - and I have no way of making guarantees or promises, so I won't do that. We've all seen what happens when LHL promises things and gives timelines on events. I am able to take your suggestion to the team but I cannot guarantee what, if anything, will happen, or when. 

While I have some hope that eventually our orders may be filled (ordered Geek Wave 64 on 12/14), I, and perhaps many others, wonder how Larry and the "team" can sleep at night knowing how LHLabs had used a complicit IGG to generate large sums of money with a pie in the sky dateline on proposed product development.


So, Jarek comes onboard to help keep the dream of fulfillment alive by facilitating "better" communication. But instead, provides a rehash of details dating back to 2015.


I am wondering how long before LHLabs will quietly go away into the night only to reopen under a different name.  And IGG, not since 2014 have I participated. Nor will I, until they demonstrate teeth to their new rules and make a public apology. 

I would like a refund for HPA, which is the first product designed by Larry in 2009. It is no longer mentioned any where so I can assume it will never be delivered. I did not loan LH Labs money I paid for a product, please refund my money

If you did not purchase the HPA via IGG, please let us know. Our IGG refund policy is below. 


IGG Campaign Orders:


Q: I’m not eligible for a refund but I want one. What do I do?

A: We do not offer IGG campaign refunds after the refund period through IGG ends. We apologize for any inconvenience. 


Why?: We cannot offer a refund due to our policy and Indiegogo's Terms of Use because we collect funds for the development of a product to take to market. That is why you are getting a unit at our cost and not the retailed price which can be three times what you have already paid. If we offered refunds development and production will indefinitely be pushed back with less and less dollars to use for the product.


We will fulfill our promise to you and deliver your product. There are delays, but we believe once you finally do get your product, you will be blown away by the quality of sound you will be receiving and have an advantage of getting it at a lower cost.




Hello,


i have an open ticket for 39 days now! Could you kindly make sure that necessary attention is paid to this.


With kind regards

i have purchased the HPA and an upgrade module long before the new company became involved but you should know that because i have requested and been ignored for over 2 years just look at the many tickets opened

I have no control over refunds. Your request has been passed on. If there is further information over a refund, we'll contact you back. I also contacted you back regarding your tech tickets. 

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