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Interesting. I still see some things wrong with the new 4C, although the new patch of the Tobii software solved a number of the problems. (But not all of them yet, i just sent a new pack of data and an update of bug reports to them this weekend. ) So while i very much agree that the software for the 4c is "not there yet" and probably still needs a month to be at a state which i'd consider "actually market ready", i couldn't complain about their support.
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I contacted them when my attempt to order bounced due to the problem with the leaked discount in December. (I was eligible for the discount, as i already had the EyeX. ) The support was friendly and helpful. (Yes, being only able to contact them on the evening, at non-business hours, so they'd reply again when i was at work delayed things a bit, but i couldn't blame them for me only being able to communicate on the evening. ) After receiving the new device, i soon proceeded to their forum for a number of bug reports. Again, their people contacted me based on the forum posts, asking for more detail, logs and stuff. This request could've been a bit more clear, it showed that the people contacting me were technicians who at first started communicating at a level which made sense for them, but was a bit cryptic for somebody who doesn't know their softwares internals. But in the end it worked out. So all in all, i would rate their support to be rather good.
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Where i remain critical is:
- The device still could use a little more detection range to be comfortable.
- Over Christmas there was a number of bug reports on their forums (albeit made by only three or four people), and several of them have the taste of "rolled out without a full test" to me. A bit more testing and quality control before selling a product would be desireable, the paying customer should not be the tester. (Some other problems we found are obscure, i understand that they only are found in the wild, but a few things felt very "basic" and should've been found in a proper QA procedure. )
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Based on my experience with bugs in the EyeX and how they were found and fixed, i would expect this new devices software meet normal quality standards in a few weeks from now, leaving the "be close enough to your monitor or you have problems" as the only remaining issue, where everybody has to know for himself, if he is close enough to his screen during normal gameplay that this device would work for him.
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