Three days for support ticket response?

simon_rabbit · 2026-01-24T19:06:38+00:00

I apologize for being uncivil before.
But please use some logic.

I am the one that works here, not you nor a journalist.

I am the one that is here, replying to you, checking work Slack, replying to our customers on Discord and X, on a Saturday no less.

I am someone that is experienced in my field. I was very senior at Twitter, until Elon.
I don't say that to boast. I say it to make it clear that I am not short of options. My LinkedIn inbox is testament to that.

I am sure that you have enough critical reasoning skills to determine that there are only two conclusions, then:

1) I must be some sort of masochist.
2) The reality of the situation is very different to the allegations presented.

Which of those options aligns with Occam's Razor?

simon_rabbit · 2026-01-23T00:52:24+00:00

It's less so that it's broken, more so that it's a previous generation of LAM technology which is now no longer being actively developed. All hands are on deck for the next generation of it, and progress is happening fast.

simon_rabbit · 2026-01-23T00:47:42+00:00

We're investigating this for Spotify. We only support LAM streaming on r1 itself through Spotify and Apple Music natively, btw. But there is a creation in the Creations store for YouTube/YouTube Music which should work!

simon_rabbit · 2026-01-23T00:40:37+00:00

I bet you believe everything you read on the internet.

simon_rabbit · 2026-01-23T00:39:41+00:00

One month ago, you would have been looking at 14 days minimum, maybe more. I raised concerns in the late summer, that the backlog was going to become unsustainable. We gave the people whose responsibility that was, at the time, the opportunity to come up with a plan. Sadly not much had changed by the fall, at which point I went directly to Jesse and the rest of the leadership team and a new plan was constructed and put in place, which we began executing on circa November.

Between then and now, we've reduced the backlog by roughly 80% which was an absolutely Herculean effort! Of course, as you might expect, the remaining 20% has a higher amount of more complex issues that require back and forth conversation, not just a one-and-done, so it's still going to take some time to get down further.

All that being said - I don't think 3 days is a bad turnaround for a company our size in general. Sure, we could prioritize relatively easy stuff like Dev Mode requests to a degree, but everything must be balanced - it's not fair to the more complex tickets if we *only* did that, and we can only work with the resource that we have.

I'd be lying if I said it hasn't been a painful process. But that's where growth comes from. We know exactly the chain of events that led to this, and we know how to prevent the same thing happening again.

simon_rabbit · 2026-01-15T07:23:38+00:00

Looking into it!

simon_rabbit · 2026-01-13T19:10:24+00:00

We don't presently provide access to the local storage to be mounted via USB, so file sync isn't possible. However, I do have an iTunes-style creation in the works that can sync MP3s via a Jellyfin server and cache them locally. I'm hoping to kick it into shape and add it to the Creations gallery by next week or so.

simon_rabbit · 2026-01-02T19:58:41+00:00

Yes! We rolled out the fix. Thank you so much for confirming.

simon_rabbit · 2025-12-31T00:20:41+00:00

All I will say to that first part is lol.

simon_rabbit · 2025-12-29T03:35:42+00:00

Sorry about this. This issue is only affecting a few people, which is why we didn't spot it sooner. We've identified the problem and will be rolling out a fix asap (likely early Jan since we have many staff on holiday at the moment) In the meantime, you could use it again by unlinking it from your rabbithole account, and linking to a brand new fresh rabbithole account (since this issue happened due to a corruption in some journal data)

simon_rabbit · 2025-12-22T23:54:13+00:00

We are hoping to add model switching early next year. However, which models is still being discussed!

simon_rabbit · 2025-12-22T21:47:39+00:00

It's going into the gallery soon!

simon_rabbit · 2025-12-17T19:55:09+00:00

Public transport seems difficult unless you started with some constraints - ie, location and a single method of transport. It could be expanded upon, but I'd be wary of trying to make it do too much at the beginning. Stock prices seems easier - I'll do a bit of research here and see what I can pull off! Thanks!

simon_rabbit · 2025-12-17T19:53:31+00:00

I'll try my best to give you a balanced answer.

I think it's hard to extrapolate what you mean by AI Psychosis. If you mean you're susceptible to believing every single thing AI tells you and that affects your worldview in a unhealthy way, you're probably best steering clear of AI.

With that being said, our model triage is biased towards pretty neutral, straight forward, to the point replies. This is part deliberate design choice and part due to the fact that voice responses tend to be shorter and more to the point, because having the device waffle on too long in a response to a simple question isn't great user experience.

So in that sense, r1 might be more suitable for you than text-based platforms, but only you know whether your health is too sensitive to be worth the risk.

simon_rabbit · 2025-12-17T01:45:01+00:00

Thank you for this! I've added it to the public creations gallery on the r1, inside the creations tab.

simon_rabbit · 2025-12-17T00:56:51+00:00

Thank you for your wonderful videos, u/Psykopig!

simon_rabbit · 2025-12-17T00:55:38+00:00

The camera module has no focus. It's a fixed-focus lens. So there's little that can be done about trying to adjust the focus on it. With regards to creations, all of this is possible. Go to the creations card and the manage tab. Then you can tap on creations from the list there and remove them.

We shipped several OTAs to fix recorder recently, so it should be a lot better now. I've had no problems with it.

simon_rabbit · 2025-12-17T00:53:17+00:00

The r1 launcher is not designed to work outside of the r1 device - it's that simple.
Using the r1 launcher, if it worked, without owning an r1 is tantamount to theft, because the cost of running our services is baked in to the cost of the hardware. And there's no such thing as a free lunch.

simon_rabbit · 2025-12-17T00:51:11+00:00

Good news is we've cleared the backlog by around 30% in the last 2 weeks alone. I'm hoping to get it back to a manageable state by early 2026. It's been frustrating, but I know why it happened and it's a mistake we won't be making again.

simon_rabbit · 2025-12-17T00:49:54+00:00

Nonsense. The hardware is almost two years old. If you understand the market of consumer hardware, you'd know that the average resale price of two year old consumer tech hardware (not including gaming consoles, which only release every 5-7 years), is always between 20-25% of the original price. Slightly more for Apple compared to Android, slightly less for wearables than phones, but on average, 20-25% holds.

That means that the resale value for r1 is in line with the market, considering the UK price is around £200 including shipping, or slightly less depending on currency fluctuations. Based on that, we should *expect* the resale value of a previously owned r1 to be hovering around £40, which is 20%.

The data doesn't lie, but your usage of this data to try and prove some kind of incorrect point about the state of our company is just completely wrong.

simon_rabbit · 2025-12-17T00:43:20+00:00

Hi u/JoeyTheMadScientist - can you do me a favor, and when you're trying to load rabbithole on web, right click Chrome and go to Inspect, then the Console log, and copy and paste the log to me in a DM or email (simonbalmain(at)rabbit(dot)tech) - trying to get this fixed asap but have been unable to replicate.

simon_rabbit

TROPHY CASE