CX: Bug report - Node shipping

1. What problem are you solving?

Previously, communication with the community has been scattered across various channels: Telegram, Facebook, email, and more. This creates duplicate Q&A, messy bug reports, disorganized and disconnected users, and an endless maze for follow up.

2. What is the solution?

Discourse has been live since February 2020. We are using this channel as the primary method to communicate with the community. Everything will be tracked in the categories on this site, such as news, tutorials, proposals, bug reports, etc…

TO DO: monitor communication on the site, receive feedback, report and follow up on bugs, and promote new features. Create a funnel to move engaged users here from other platforms.

3. Who are you?

I am @Peter, a core team member at Incognito. I want to further develop the product, which is improving every day.

@Nathaniel is a warehouse keeper. He handles the Node delivery for US users, as well as the replacement - return process.

4. Why do you care?

Community is the most valuable asset for us. “There is no power for change greater than a community discovering what it cares about.” – Margaret J.

5. What’s your plan? What’s your schedule?

The results we got from March 2020:

  1. Fixed 88% bugs raised by the community.
  2. The average first response time is 13 hours.

The results we got from April 2020:

  1. Fix 90% (18/20) bugs raised by the community.
  2. The average first response time is under 22 hours.
  3. Time to receive the Node after purchasing: 7.875 days for US market, 11.5 days for the Global market.

Here are our specific objectives and key results for May 2020:

  1. Fix 100% bugs raised by the community
  2. Process orders with FedEx within 24 hours (working days: Mon-Fri)

To track these objectives, we use these tools:

Internal spreadsheet to communicate between CX - Project Owner - Developer
Internal inventory system and tracking tool from FedEx to generate the report

6. What’s your budget?

Resource Cost Quantity Monthly Cost
CX support #1 1,000 PRV 1 1,000 PRV
Warehouse support 300 PRV 1 300 PRV
Subtotal 1,300 PRV
TOTAL (x 1 months) 1,300 PRV

7. Is there anything else you would like the community to know?

Thank you to everyone who has been helping out and making Incognito a friendlier place to be.

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Congrats @peter! This has been funded, so i will move under “funded projects”. Be sure to share with us your weekly update!

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Weekly update May 1 - May 8:

1/ Fix 64% (7/11) bugs raised by the community:

  • Problem with the chain network on April 30
  • Missing deposit/ pending-fail withdrawal (high BTC transaction fee)
  • pNode withdrawal issue
  • 503 error code
  • Transaction fee is too high
  • Staked PRV didn’t end up in the beneficiary account
  • The forum is loaded slowly

Waiting to be fixed:

  • Crashing app for Raphaos
  • Inconsistent network fee
  • Crashing app in liquidity removal
  • Issued coins doesn’t show transactions

2/ Process orders with FedEx within 24 hours (working days: Mon-Fri)

There are 17 new orders, 3 are waiting for confirmation from the user. The average time to process with FedEx is 26 hours.
Due to the National holiday in HQ, 5 orders from April 30 to May 3 are processed immediately on May 4.
There are 4 orders on May 8, which require the user to update the billing address as they inputted the PO Box address. It will be shipped today.

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Monthly update May 1 - May 26:

1/ Fix 90% (18/20) bugs raised by the community

  • Problem with the chain network on April 30
  • Missing deposit/ pending-failed withdrawal (high BTC transaction fee)
  • pNode withdrawal issue
  • 503 error code
  • Transaction fee is too high
  • Staked PRV didn’t end up in the beneficiary account
  • The forum is loaded slowly
  • Looping back up private key pop up
  • Retry deposit - when tx is succeeded
  • pdai missing deposit
  • Network is hanging
  • API is not working
  • Number is hidden when it is too long
  • Issue adding liquidity
  • Issue with unstaked Nodes
  • Rejected TX for Zil transaction
  • Liquidity balance keeps resetting
  • Unable to use credit card to make payment

Waiting to be fixed:

  • Inconsistent network fee + crashing app in liquidity removal
  • Crashing app for Raphaos

2/ Process orders with FedEx within 24 hours (working days: Mon-Fri)

There are 220 orders so far. We are out of stock now. Only 96 orders are shipped.
5 international orders require additional updates before shipping. I need 1 more day to have the exact status of the US inventory. And due to the high demand, we have to use UPS at the same time with FedEx.

The average time is 35.25 hours.

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A post was merged into an existing topic: [SOLVED] Can’t buy Node with credit card?