https://www.duolingo.com/Heclayton

I don't think I've dealt with a company with worse communication skills. Give us a heads up.

I don't think I've worked with a company with worse communication skills. Give us a heads up. Tell us when you're going to make radical changes. I'm ok with changes, that's life. But for love of God give a week's notice or so BEFORE you make changes.

(Except Comcast, because their customer service is in fact still worse. Good job Duo, you haven't completely scraped the dregs yet, but that is not a comparison to aspire to.)

Edited name of post because I realized it could incorrectly imply that I work for Duo. I do not.

March 28, 2019

19 Comments


https://www.duolingo.com/Thomas.Heiss

Hi Heclayton,

ehm, why don't you use your "Duolingo Plus" account and use the Plus button to request direct e-mail support??

What else should it be good for? ;)

IMHO the change shouldn't have happened:

https://forum.duolingo.com/comment/29156220/Changes-ahead-for-tree-transitions

Neither in the 2 offical moderator threads nor in the other 2-3 (or were it maybe 4-5) French threads from last year ANY news were posted about what is going to be happening (planned) these days.

I have not seen a community manager post to any of the available French threads; I have not received a single e-mail (I am subscribed to most of these threads).

March 28, 2019

https://www.duolingo.com/Heclayton

Thank you, I will. I don't see what good it would do other than be another plea for workflow improvement that will be ignored. I don't have a problem with the new tree except they did not do a good job setting my new lesson levels; the listening lessons seem to an improvement and more vocabulary is good. Here I'm just also griping publicly because I'm frustrated with poor communication and they've had years to fix it. I've been annoyed by this enough to stop using the app for multiple year stints; I come back when I need to brush up on a language before a trip then stay for a while until I finish something new or they make a change like this that annoys me.

I'm here to do lessons, not read the forums, so even if it had been posted in the forums I wouldn't have seen. I turned off the streak status emails and streak notifications a long time ago due to alert fatigue, and haven't checked to see whether they've added enough control to the settings that I could turn back on other types of notifications. If they ever added a dedicated update notification site, I could at least check that regularly; most of the gaming sites I use have that and a "news" place that points you to that site whenever upgrades are forthcoming. The key here is that the notifications are an integrated part of the most common workflow. They should have a banner or notification tab that they can highlight when big changes are coming.

March 28, 2019

https://www.duolingo.com/MillionthMonkey

As a PLUS user, I did try the email option, but it wanted to give Microsoft access to my gmail account so I cancelled it. Should allow directly entering me email address.

March 28, 2019

https://www.duolingo.com/GhappynowappT

I've e-mailed them. Clubs are missing on the app, but notifications still come through. I'm wondering whether or not that's a device issue or an app issue, but I'm going with app issue right now.

March 28, 2019

https://www.duolingo.com/territrades

If you want my guess: The just realized what a mess they made, probably their metrics are already decreasing, so they have put a communication ban out until they find an official response.

March 28, 2019

https://www.duolingo.com/bellichka

My tree keeps switching back and forth. It makes me wonder if they're in the process of restoring the old trees.

March 28, 2019

https://www.duolingo.com/MillionthMonkey

A week's notice isn't right solution. They should have made made it optional with a clear description of what the change would be (losing progress, starting from beginning, getting a more communicative approach, better lessons, etc). The new tree would probably be good for people at the beginning or who have finished the old tree. For those of us in the middle who are somewhat grammar oriented, it is a very bad change and I would have elected to stay with the old tree.

Even better would be to have two different French options, the old and the new tree and one could go back and forth as they wished.

March 28, 2019

https://www.duolingo.com/Heclayton

Without passing judgement on whether this particular change was positive negative, or necessary: the reality of an IT company is they have to make updates that annoy people sometimes. The technical debt gets too high if you make everything optional.

March 28, 2019

https://www.duolingo.com/MillionthMonkey

Of course they can't support it indefinitely. But they are still supporting the old course for classrooms and probably will continue to do so for many months. Having months for the transition would make a difference.

March 29, 2019

https://www.duolingo.com/slogger

Be it as it may be that changes have to be made, which of course they sometimes do, there is no reason not to give adequate advanced warning.

March 30, 2019

https://www.duolingo.com/W-Ruggles-Wolfe

Fair point, but if there has been some huge leap forward in software... I've not seen it.

March 28, 2019

https://www.duolingo.com/psionpete

Are you working for Duolingo?

A weeks notice? but what would you do in that time?

Sorry, I am acting the Devils advocate here. I tend to agree with you but the reality is we have to work with the tools we have and if we cannot then we do not have to use Duolingo. If we stay it can, and often does, get frustrating but it is generally good and generally free so I for one am happy to still use it.

March 28, 2019

https://www.duolingo.com/Heclayton

Honestly? I would do nothing. I just want advance notice so that the changes aren't an unpleasant surprise when I log in and it looks like months of work are gone. I picked a week because I work in IT and that's the minimum notice we have to give our end users when we're making changes in production.

I paid for Duolingo and I will stay out the year, but I'm probably not going to again because they keep doing this.

Edit: I work in IT for a company with much better customer service than Duo does, apparently. I do not work for Duo.

March 28, 2019

https://www.duolingo.com/crispycerdo

I think they should just give us an option. I mean, if people want everything that they've worked for to be restarted then that's them, but I would be beyond angry. Or maybe just update it without restarting people's trees and just let people go back and learn the new extra things, lmfao wack

March 29, 2019

https://www.duolingo.com/p8c
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what really REALLY irks me is that in spite of the assurance that we would not have to start over once a crown was achieved. this has nothing to do with the crowns game (for those who need it, i don't), but i am just sick and tired of being forced to start over again and again. it is just simply poor planning on duo's part.

March 29, 2019

https://www.duolingo.com/MaryAnne993219

How about Facebook?

March 29, 2019

https://www.duolingo.com/MillionthMonkey

Just noticed a posting about this on Facebook in the Duolingo French group. I added something but it will be helpful for others to voice their opinions. It will be harder for them to ignore the more public postings.

March 29, 2019

https://www.duolingo.com/MaryAnne993219

Actually, I was implying that Facebook is not good to its users. Even the founder of Facebook has admitted that the company has betrayed the trust placed in it. I think Duolingo is great and that updates make it better.

March 29, 2019

https://www.duolingo.com/MillionthMonkey

There are certainly issues with Facebook. However, if Facebook deleted all your friends because they installed a new version, you would be livid. Yes, you can add many of them back in but it will take a lot of work. But that's something like what Duolingo has done with my progress. Yes, I can redo many of the lessons and get my 5 crowns on them back and some lessons are not in the new course. But the amount of time it would take is substantial.

March 30, 2019
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