Micro-BR Inquiry to Roland: Customer Support (or Lack Thereof)

[paulm]

Micro fans, the following is my e-mail to Roland regarding expanding features on the Micro-BR. After reading this ask yourself: How can Roland improve product features if unwilling to have dialogue with its customers?

(Also, just tried the Rhythm Editor on the Micro and it doesn't work—any word on a version?)

Paul M#####>
04/29/08 06:34 AM  To fum###@rolandus.com 
cc 
Subject Micro BR suggestion  

Roland US Support suggested I write you regarding a suggestion for the Micro BR, which I enjoy owning.
 
As a songwriter, the greatest thing about the BR is the ability to quickly track a demo (in my case, vocal/acoustic guitar) using the onboard microphone and rhythm track, then switching rhythm patterns (Verse/Fill etc.) in real time for the Master. The recording is then already synched with the rhythm track, allowing for spontaneous changing of patterns, which is a lot more efficient and fun that sequencing on MIDI or on a drum machine.
 
But, the drum kits on the BR need to be expanded, and the microphone should be upgraded to a higher quality stereo condenser. 2-3 more jazz and 808 kits would be good, especially regarding the 808: a kit with softer/filtered hi hats and especially a jazz-type crash would make this kit useful to those of us who like the softer/filtered sound that can be gained from an 808.
 
Also, as some have mentioned in forums, the ability to save the rhythm tempo/kit in a song would be helpful.
 
I hope Boss/Roland expands this unit with these suggestions in mind, for mobile songwriters like myself who like using the richer aspects of the 808. The BR is ahead of the competition in regard to the integrated rhythm feature, so expanding this would make the next generation product more attractive.
 
My website Podcast tracks have the kind of 808 sound I use:
www.releasecenter.org
 
Also, I'm curious, is "Hi Quality" recording uncompressed WAV?

fum###@rolandus.com wrote:
Dear Mr. M####:

Roland Corporation U.S. has received your e-mail message regarding your product idea for BOSS Micro BR.  We appreciate your interest in Roland products.

Please be advised that for legal reasons, Roland cannot consider any outside product ideas unless you have an issued patent for your idea.

Therefore, unfortunately Roland cannot consider your idea at this time.  I hope that you can understand our position.

Thank you again for your interest in Roland.

Sincerely yours,

Fumie W###
Legal Secretary

Paul M####>
Subject Micro BR suggestion  

Well, it's not an original "idea," as my suggestions are all expansions of the existing features.

(This last e-mail was not answered by Ms. W###—little surprise. Also note how my question about WAV was disregarded.)

 

[jkevinwolfe]

Paul,

This is just how some companies handle suggestions they get for legal reasons. I think it's more a matter of the lawyers they chose than company policy that determines what kind of response you get. I'm willing to bet the company got sued a few times for ideas that were already in the works that someone coincidentally suggested. Customer treatment often takes a back seat to covering your corporate butt. It doesn't mean that your suggestions are being rejected. It just means they're not acknowledging that.

As for your question about uncompressed WAV, I suspect that's not the case. The format is proprietary to Boss recorders and appears to contain other data as well. The other data part would lead me to believe that it's not WAV. It appears to be 24 bit recording quality, which is very good. But a lot of this is my guess based on the miniscule evidence that exists.

Kevin

[guitarron]

I got a similar response when i asked about COSM models in the BR 600-

Product: BR-600
Subject: Firmware update
Question: Is there a firmware update coming for The BR 600 such as there is for the BR900?-IT would be nice to have the COSM effects upgrade available for the the BR600 users too.
Love the product-hope to hear good news from you.
Ron

ron,

We are always trying to improve our products with new features and operations through updates and other additions. When these improvements become available they will be posted on our website. Until then, we cannot give any additional information on when updates will occur or what they address.
 
Sincerely,
Roland Product Support
 
PLEASE DO NOT RESPOND DIRECTLY TO THIS EMAIL.

[jkevinwolfe]

The treatment seems a little cold to me. They could be a littler more friendly about it. But it's a typical response of a lot of companies today. At least they responded.

Kevin

[guitarron]

It's a very competitive market they're in. I guess they wouldn't want to "tip their hand"
The response came quickly-same day

[jkevinwolfe]

Many companies have adopted this policy now. I don't hold it against any of them anymore.