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11 comments

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    rotblitz (Edited )

    Yes, this is covered in a knowledge base article.  You apparently did not make use of the search function?

    I did it for you.  Here you go: https://support.opendns.com/hc/en-us/articles/227987587

    It seems you must raise a support ticket, link "Submit a request" above.  We other users cannot access your account to correct it, as you may have thought yourself, because you cannot correct it either.

  • Avatar
    jonblondon (Edited )

    Thanks for the link rotblitz.  You certainly know your way around the OpenDNS platform and the search function, your help is certainly appreciated by me and I’m sure by many others.

    The reality of search functionality, while improving all the time, is that sometimes, you just need to know the right keywords to get the right answer. You seem to have this nailed!

    I have a small suggestion: perhaps in your excellent posts, you could stick to a factual response (as in your reply to the OP, you gave a link to a knowledge base article and advised to open a support ticket) rather than cluttering up the search engine with extra, possibly needless commentary?

    I only offer this suggestion to you to save you time providing your guidance.  It may also reduce content not necessary for the search engine to index, thereby further increasing the value of your numerous contributions, and make this community a friendlier place to be.

     

  • Avatar
    rotblitz (Edited )

    "you just need to know the right keywords to get the right answer"

    Yes, you simply enter the exact error message you get: "this device appears to be registered with another openDns user".

    And this topic has been raised dozens of times nevertheless...

  • Avatar
    jonblondon

    Thanks - please be assured my comments are not meant as a criticism of your work.

    Clearly there’s a gap somewhere - your 13,000 contributions are evidence of that whether that’s user education, forum navigation, search functionality or something else.

    I’ll raise it with support as in my view it dents the ease of the use of the products and therefore I’m sure something that OpenDNS should be keen to get more on top of.

  • Avatar
    rotblitz (Edited )

    From my experience this is a user problem.  The majority just post straight away, without even trying to search and read (and think) before.  Thank you for wanting this to improve and for raising this with staff.

    Not sure where you got the number of contributions 13,000 from, I just see some 8,400 listed in my profile.

  • Avatar
    kkidda

    Rotblitz,

    Man I hope that you are not a paid customer service person that represents the way Open DNS would like to treat it's customers.  Your answers are riddled with condescending and insulting comments.  You can answer questions without adding insults to the person asking the question.  You may have great technical skills but your people skills are lacking.

  • Avatar
    rotblitz

    Not sure what you're commenting here.  Especially, you do not contribute to the topic of this thread and do not demonstrate how to do it better.  Pretty useless...

  • Avatar
    kkidda

    If you look through this thread the majority of it is trying to shed some light in a very kind way mainly by Jonblondon that you are being rude. This helps no one and it does not provide a positive customer experience for users of OpenDNS. 

    I would just work on that.  You give good technical advise if you could couple that with being respectful to the customers you would be 5 star.

  • Avatar
    rotblitz

    I do not see that I am in a position to provide positive customer experience for OpenDNS users.  This must be provided by OpenDNS.  I am an OpenDNS user myself, same as you and jonblondon.  Do you provide positive customer experience then?  I do not earn any cent for voluntarily helping here.  And I think that I'm respectful enough as well.

  • Avatar
    jonblondon (Edited )

    Rather than make this a person/personality discussion, shouldn’t we focus on the issue:  it’s too hard to find resolutions to issues that we are encountering.

    If Rotblitz quit the forum tomorrow, I’d suggest there would be a fairly significant gap.  Rotblitz has made 8,400 contributions to the forum to date.  The number of people helped will be in excess of that. I often find a Rotblitz post first linking to a resolution.

    I understand that OpenDNS need our millions of DNS queries to help them build the valuable dataset needed to provide the services OpenDNS provides to Consumer Users, but also the lucrative Enterprise market. Cisco purchased OpenDNS for $635 million USD in 2015. Link

    I opened support ticket #541614 Link and been informed that this is a “Feature Request” for a Consumer product, I should write it up in the Ideas Bank.  I’ve declined to do unpaid work for them. I think an organisation of their size should be able to work it out how to fix it.  We cannot rely on Rotblitz forever!!

     

  • Avatar
    rotblitz (Edited )

    I think the topic of this thread is rather a Netgear issue, not an OpenDNS issue.

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