At HiDock, we talk a lot about clarity, communication, and building tools that make life easier. But today, it's our turn to listen — and to be honest about where we've fallen short.
Welcome to Faults Day — the most important day of our Brand Week.
It's the day we shine a light not just on our wins, but on the feedback that stings, the experiences that weren't good enough, and the places where we still have work to do.
Why?
Because you deserve to know what we're hearing — and what we're doing about it.
From Cart to Call: Where We Missed the Mark
We're grateful for every user who trusted us — and equally grateful to those who spoke up when something didn't feel right. Here's a look at the key complaints we've received across the full user journey, and how we're addressing them:
📃 1. Marketing Expressions – Typos & Miscommunication
Sometimes, our excitement got ahead of our spellcheck. We've published a few social posts, product listings, and emails with confusing copy or small errors. Some of you kindly pointed them out — and we truly appreciate it. Thank you for keeping us sharp.
What we've done:
We now run every post and product page through multiple rounds of internal review. It's a reminder that precision is part of respecting your time.
🚚 2. Logistics Issues – Wrong SKUs, Delayed Orders
Yes, we've heard the frustration. Some users received the wrong SKU or accessories — and this still happens occasionally.
What we've done:
We've restructured our warehouse partnerships and tightened our order-checking protocol. It's better — but not perfect. This remains a top priority on our logistics roadmap.
📘 3. User Manual – Not Clear or Detailed Enough
We've heard the feedback: "Where's the step-by-step guide?"
Many found our manual too brief or hard to follow.
What we've done:
We're currently overhauling all user documentation with more visuals, simpler language, and video tutorials — rolling out soon for new HiDock product.
💬 4. Customer Support — Bad Chatbot Experience
We truly regret this. Users didn't get real-time help during urgent issues.
What we've done:
We've added more support agents and are piloting real-time chat during working hours. Our goal? Faster, human-first help — always.
🎧 5. HiDock E1 Earphones – Not Comfortable, Audio Not Great
This one hurt — because we wanted to build an ecosystem you love. But some of you said the E1s didn't meet your expectations in sound quality or fit.
What we've learned:
Audio is personal. And we shouldn't try to reinvent earbuds without solving for every ear. That's why we made P1 compatible with your own trusted Bluetooth earphones instead.
🔇 6. "No Recording" Bug on H1
Some users reported that recordings would fail or show "No Recording" — an unacceptable issue for a product meant to bring peace of mind.
What we've done:
We fixed several firmware bugs and improved error-checking. If you're still seeing this, please update to the latest firmware and contact us — we'll make it right.
💻 7. HiNotes App UI – Not Good Enough
We heard words like "clunky," "hard to navigate," and "not intuitive."
What we've done:
We're redesigning HiNotes with a smoother, more visual interface. There's more to come.
⏳ 8. HiNotes Summary Stuck at 99%
This one was frustrating, especially when you were in a rush. It's something no user should have to experience.
What we've done:
This issue has been resolved in recent updates. The stuck status was due to timeouts in long summaries, now properly optimized.
📄 9. Meeting Summaries – Lacked Detail
"Too short." "Not enough context." That's not what we aimed for.
What we've done:
We've improved our summarization engine with more detailed prompts and user customization. It now captures more nuance — and we'll keep tuning.
❓10. Membership Confusion – Free vs. Pro
This one's on us. Our membership tiers weren't clearly explained, and users didn't always know what was included with Membership vs. Pro Membership.
What we've done:
We're rewriting all pricing pages and onboarding flows to explain benefits simply. No more fine print — just clarity.
What This Day Means
June 1st is our Brand Day — and we chose it for a reason.
It's also International Children's Day, a reminder to approach the world the way children do:
With curiosity, honesty, and the courage to keep learning.
This day isn't just about owning up.
It's about building forward, together — with more care, more clarity, and more listening.
What Comes Next
Everything you've told us — every complaint, every bug report, every honest review — has helped shape the next generation of HiDock.
We're improving logistics.
We're upgrading HiNotes.
We're investing in faster support.
We're designing better devices — because you asked for them.
And above all, we're committed to earning your trust, every day.
💌 Tell Us More
Still have something to say?
We want to hear it. Please take 30 seconds to share your thoughts — anonymously or not — right here in the HiDock community.
Thank You for Complaining ❤️
It's not easy to share what's wrong.
But your feedback makes HiDock better. Smarter. Stronger.
So thank you — for your patience, your honesty, and your belief in what we're building.
Let's keep improving together.
HiDock
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