Near term actions they could take to restore confidence (0 - 3 months):
1. Publish via the Bkool website and their Facebook page dates and times for maintenance windows, so that you don't try to schedule a ride or use the Sim and only then find out they are carrying out 'scheduled' maintenance work
2. Ensure enough computing platform resource so that league rides are recorded and show up in individual stage and overall times within 1 hour. Slow updates are a huge disincentive to participation in leagues
3. Generally improve communication to Bkool users. The recent problems with platform outages, stability and updates were pretty much ignored, with invites still sent out for Winter Cup stages, even when the Sim was in trouble and leagues weren't updating. I know this is tough, but accepting you have a problem and then showing a clear plan to fix it will always buy you respect and time. Doing the opposite achieves the opposite.
Mid term actions (0 - 6 months)
1. Ensure that all rides in the Scheduled rides section have the delete option. I still have a bunch of LeJoG rides that I cannot delete, even after the recent website update. This is just poor design and validation.
2. Provide a capability in the Scheduled rides section on the website, so that you can see and amend the rides and order they will appear in the Sim. At the moment, my Sim league rides include routes I have already ridden, do not want to ride again and I cannot get them out of the Sim. This is linked to the point above.
Longer term actions (6 - 12 months)
1. Significantly improve the search facility for rides on the website. At the moment, key word searches are just poor and inconsistent. For example, if I'm looking for rides in Mallorca, then I can get different results by using Mallorca, Majorca and Illes Ballears. Some results may appear without any of these words, but only if you know of the specific route you want by name, eg Sa Calobra. This needs a refresh of the database and the way rides are catalogued, but it would provide a huge improvement in user access and friendliness
2. Review video performance and server capacity to try and eliminate video freezing. This is a massive irritant and detracts hugely from user experience.
3. Review the way that 3D rides are encoded. Many of the rides I had submitted automatically from Strava in the past were rejected as having inaccurate and excessive gradients, although this was not the case. Such a review should address and fix the underlying issue, and provide clear guidance to the users on guidelines and any constraints that apply to the creation of 3D routes. My auto forwarding from Strava is now disabled and I don't bother asking for routes to be 3D encoded.
Other points of discussion.
1. The inertia debate is interesting. I agree that this is likely a software 'issue'. However, it seems a bit tough to me to suggest they disable this, as they clearly are trying to make the experience as close as they can to riding on the road. On the road, if you hit the foot of a 5% slope after descending a 10% slope, you're clearly going to carry more forward momentum into the start of the climb, than if you just clipped in at the door of the climb. Maybe what is needed is a revalidation that the software algorithms are accurately managing this and more closely reflecting inertia, and not overly rewarding Bkool turbos versus other turbos. If this is achieved, then the onus moves more to other vendors to improve the way they handle this issue. In fact, I'd probably extend the review so that the 'fairy dust' issue is at worst properly understood and at best improved to better represent actual road riding experience.
2. I'd encourage them to think about either setting up a support forum, or looking to read and post on a limited number of external forums such as Cyclechat, to ensure that user problems are identified, discussed and resolved more quickly. This could be tough at the start, especially during poor service periods, but again I'd say having an improvement plan and improved communication would be a huge set forward, and would also help to damp down any potential online abuse.
3. I'd say to them that the points above are to address clear issue affecting user enjoyment and that fixing these would massively enhance the user experience. When Bkool works properly its very good and has a range of capability beyond all of its competitors. Why let that suffer through failing toy address the issues above?