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Open Letter to Helio, Challange to change the following:

by adnauseum    Jun 2, 2007, 9:06 PM

1.) in an "All In Plan" Helio limits your attachments (video / photo) to 960k. Which means if google mail supports email attachments up to 100mb and you take a cute video thats 5mb, forget about using email to instantly upload it to youtube or vimeo. Why the hell am I paying $65/mo for unlimited data if you're just going to short change me with unreasonable file-attachment restrictions?

2.) Helio lets you send video attachments that are 176x144 but NOT 320x240 EVEN IF ITS UNDER 960k in size.. WTF??!

3.) I've had my Ocean for 5 days and I have yet to get the USB Mass-storage to work with Windows XP Professional SP2. I spent over 2 hours on the phone with various tech support who don't have a clue. One didn't even really know what USB was.

4.) This is more of a question than a downfall since there may be an answer that I just dont know.. but.. How do you get to the HelioAlbum / HelioUP from a regular computer? If you can't and its only internal.. whats the frickin' point? Off-site storage? I don't get it.

5.) The fact that I have to post this on Phone-Scoop (no disrespect to Phone-Scoop btw) because Helio has no online infrastructure to develop a community around its products like Danger did with the hiptop. All you get is a 1-800 number and an email address (that I have yet to get any replies back on).


So this all stems from my usage of my new Ocean the last few days and let me say, I am certainly impressed with the hardware. Its mostly Helio's support and limitations they've put in place in the software that has irked me.

While talking with support, one representative told me that to transfer video / photos I would need to purchase a MicroSD card to get onto a computer.. I'm thinking to myself.. "WTF is the point of a mobile device where any time I want to share something larger than 960k, I have to whip-out a laptop and do a transfer with media-cards and then use a separate ISP connection to upload it..?!?!

Upsides:

1.) Speed. For everything that I've used it for thus far, where I haven't been limited in capacity like the uploading attachments, the speed has been nice.

2.) Browser works to my satisfaction and I haven't had any complaints there.

3.) Streaming video seems real slick and works well.

4.) The GPS and Google Maps is fairly accurate and I like that I can search for things or directions.


My message to any Managers at Helio. You can't be a market leader unless you develop a community around your product. Get some forums on your site. Get some chat-rooms for helio users, even if by some third party medium. Get a knowledge Base, not a bunch of disparate FAQ's. And get online chat for support off of your web-page if you can. Believe it or not, you'll find it is much easier to support a few people at the same time with Web-chat then the expenses you'll incur using only phone based queues.

But trust me, if your support and ability to share knowledge doesn't improve soon, you'll quickly sink.

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