@Clive_A 

Unfortunate.

I would have expected a more positive response to a long time customer, willing to wait and spend money for a new product in a rather crowded market with many equally valuable competitors.

Here is what I hear in this reply:

1. No, we do not have information

2. we do not provide any assistance or answers

3. I will contact the related team to remove this

4. These files are not intended for the general public

Versus my (and perhaps others) expectation:

1. Thank you for your inquiry about our upcoming and exciting new products!

2. We’re thrilled to share that we expect to release more information soon.

3. For the latest updates on product releases, please visit [insert link here].

4. If you have any further questions or need additional assistance, feel free to reach out. Thank you for being a valued part of our community!

  @Noria 

Noria wrote

  @Clive_A 

 

Unfortunate.

 

I would have expected a more positive response to a long time customer, willing to wait and spend money for a new product in a rather crowded market with many equally valuable competitors.

 

Here is what I hear in this reply:

1. No, we do not have information

2. we do not provide any assistance or answers

3. I will contact the related team to remove this

4. These files are not intended for the general public

 

Versus my (and perhaps others) expectation:

1. Thank you for your inquiry about our upcoming and exciting new products!

2. We’re thrilled to share that we expect to release more information soon.

3. For the latest updates on product releases, please visit [insert link here].

4. If you have any further questions or need additional assistance, feel free to reach out. Thank you for being a valued part of our community!

I understand and appreciate your rephrasing of the reply, but this is a pretty serious issue for the internal docs leaked. Reading the internal materials and proposing a question/inquiry would not usually get a reply. But I am only informing you of our stand on this. 

That mentioned model is not upcoming or has not entered the mass production phase. It is more of a prototype or an idea. Everything for it is TBD.

If a new model requires an introduction, the marketing team will proactively release its news or information. You will see it on the official website. 

Please understand our stand on this. 

• For anything unreleased feature/product, we, the forum team, are not able to provide any details, schedule, and information. This is to answer your inquiry about this product. So, we will not redirect you to any links or news about it. 
• For any new product information, you can visit the official website where it posts the new product info if you need to stay tuned. This is to show where you can find the new products and their news.  Or come to the community and use label New Arrival to check the new release, as we encourage you to explore the community.
• The notice of the removal is to inform you and to be transparent about this situation. The video will be removed. 

If you have any questions about the transparency or sensitive(internal) doc/info we are not able to provide, you can contact the management team. Or if that's about the pre-sale for an existing model, you can contact the sales team. 

Yet, we, the forum team, are not able to provide or share any assistance or information regarding the internal material or program. Our duty is limited to the technical issues, forwarding product feedback/requests to the related team, or pre-sale questions on the setup for the existing models. For technical questions, feel free to ask. For the unreleased models/features, bear with us as we cannot provide any information. 

Noria wrote

  @Clive_A 

 

Unfortunate.

 

I would have expected a more positive response to a long time customer, willing to wait and spend money for a new product in a rather crowded market with many equally valuable competitors.

 

Here is what I hear in this reply:

1. No, we do not have information

2. we do not provide any assistance or answers

3. I will contact the related team to remove this

4. These files are not intended for the general public

 

Versus my (and perhaps others) expectation:

1. Thank you for your inquiry about our upcoming and exciting new products!

2. We’re thrilled to share that we expect to release more information soon.

3. For the latest updates on product releases, please visit [insert link here].

4. If you have any further questions or need additional assistance, feel free to reach out. Thank you for being a valued part of our community!

@Noria to be fair, that is pretty standard in tech. Until a product is released, everything is speculation. Those providing support do not have access to the documentation (because it has not been written yet) nor can they gain experience on a product that does not exist.