I agree -- CS started turning for the better back several weeks ago. It has gotten TREMENDOUSLY better.. WAY better.
I just wanted to say that the turnaround here is amazing in case noone has had to deal with Ouya support a few times in the past, I got a kickstarter console and put in a ticket about my controller issues.. it took almost 3 months to hear back and my ticket was closed in 2 days before I could respond.. I decided to put in another ticket earlier in the week,this time the personal reply and resolution came in under 2 hours..
Huge, Huge changes, Kudos to the Ouya team for pulling it together.
Submitted an issue with controller lag and got a response with some things to try in 30 minutes. Worked through some troubleshooting for the next couple days. Never once did it take more then a couple hours for them to respond. In the end I got an email that said they will send me an RMA and new remote shortly. That was a day ago....
So yeah I would say a ton better!
What people fail to understand is that even OUYA Inc. was baffled by the sheer amount of support they garnered from the Kickstarter which meant low amount of staff on hand along with huge supply and demand challenges. That and let's not forget the manufacturing company that was both unprofessional and rushed the entire time which meant shoddy units for everybody which in itself meant more support tickets for OUYA Inc. It was one hell of a journey, but everybody is now accustomed to their element and everybody is happy.
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I have nothing bad to say about their support staff.
The main guy responsible for assisting me on my issue (Kickstarter rewards incl. console gone missing) was someone named Arsen. He ended up throwing in some OUYA store credit and was never anything but prompt, courteous and helpful.
Two thumbs up for OUYA support!