Performance & Responsibility
I removed my emotion from my post intentionally to try and get a straight-forward response, but cable_dave is right - your answer seems rather defensive, perhaps evasive.
You have a hard job, no doubt. So I'll try to respond appropriately: Since you asked for clarification, here's what I meant by "The web browser is unusable because of user experience and performance issues":
- Both actual performance (loading/processing time) & perceived performance (what the user actually sees) are very poor in all aspects of navigation, scrolling, selection, and data entry. Rendering may be one area that is decent, but this is an overrated performance stat. Often developers focus on it as the only thing that matters but most users won't get that far for the reasons I mention in this post.
- Smart Hub takes >5 secs to load. The browser takes >5secs to load; another few seconds to load google.com (I verified that almost none of this is network traffic nor latency). These numbers wouldn't pass a performance test on any browser of any platform, including mobile devices.
- Field focus is not highlighted properly. Initial focus is seemingly random. Using the keypad to navigate left/right/up/down results in non-deterministic, or rather page-specific (even for the nav bar) results
- Typing a URL requires clicking on the address bar *and then* two additional popups and two more clicks before you get to use the keyboard
- Switching to pointer mode results in lost focus; sometimes pointer mode fails with no way to get it back besides closing the browser; pointer is lost in full screen (as is focus)
- Scrolling down is nearly impossible when there is a video loading
- Images get resized after they're fully downloaded; which throws off the very delicate pointer navigation (user ends up clicking on the wrong item many times)
- Full-screen takes >3secs to start, restarts network traffic, and >3secs to recover from; again, none of which are acceptable; progress bars are static images
I could go on, but I don't want you to think I'm being belligerent. I'm not; I used to design and implement web browsers so I'm tuned into their challenges, subtleties, and shortcomings. I'm happy to file bug reports for each of these issues, with exact repro steps, if you could tell me that would be helpful.
Re: Netflix/Hulu: I understand you can't officially speak to their development. However, you need to be able to represent them, their quality, and how that reflects on your brand. This picture of my TV from Samsung.com shows both Netflix and Hulu logos: (http://goo.gl/CUKCf). This isn't a blame-the-sales&marketing team type issue. Netflix & Hulu (& browser) should be at the top of the list for tested applications.
Samsung should set and enforce baseline standards for the Smart TV platform. For example: If your app is to be pre-loaded in the Smart Hub, it needs to support the keyboard remote input. And while I'm being so presumptuous, to limit your QA matrix, you should try to homogenize big chunks of the Smart TV OS. When you have >12 products, you can't have a new platform released every 12 months. You'll upset the customers, online brand ambassadors, engineers, testers, and eventually [but often too late] the decision makers.
HDTech- upon further thought, I've realized:
1) I'm pleasantly surprised at how responsive & candid you are. Kudos to you.
2) By spending so much time here, you may be sacrificing taking our feedback back to the development team. This is evidenced by "Every year, I see a few complaints ... " First of all, you can add new features. Second, every year? Is someone told you "it's not possible", then it's because of policy, not a technical limitation. And finally, to be clear, I am not asking for gesturing support (although it would make sense to sell an add-on module to support this). If my current remote/keyboard worked flawlessly and the browser was fast enough, I wouldn't ask for a new keyboard.
So I'm not asking for a new feature. I'm asking for Samsung to make the existing product work properly.
Is there a more appropriate forum on Samsung.com? I'm happy to rewrite my feedback as needed.
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