Failed nests seem to be a recurring problem. What actually causes that problem, and how the implementers of Meeroos could program to correct and/or recover from those problems is not the issue here.

The issue is how to handle the problems which are occurring now. Initially, when you don't know what will, or will not, be a recurring problem, handing all problems through a ticket support system is fine.

But, it's important not only to address these issues as they arise, but to use the tickets submitted as guides to where improvements in the product could be made. Addressing these problems before moving on to new and better features improves customer's opinions of the product, and reduces load on the customer support team.

So, why, when there is a high recurrence of nest-creation problems? Is there no systems solution? It would be an easy matter to add code to the nest to recognize when it has not completed the "birthing" process, and then to allow the customer to request a re-try (similar to the re-build feature of the HUD, if not implemented as part of it with respect to nests instead of living 'roos).

This would reduce the number of tickets created on a daily basis; virtually eliminating them for this issue except in the rare cases where the nest's script has completely crashed (which is also correctable from a systems view, but a bit harder to implement).

If this philosophy is taken as an example of a more general customer service philosophy, within only a few update cycles, the perceived reliability, friendliness, timeliness, and general content with the customer service system would greatly improve. (Did I mention the concurrent drop in the cost of operating the customer service organization?)