#GateAPP焕新体验 When Updates Create Distance Between Promise and Reality

After the recent Gate App update, users were encouraged to share their “refreshed experience.” In theory, this update was meant to represent progress: smoother performance, better interaction, and a more efficient support system. In practice, however, the real user experience tells a very different story—one where expectations and reality feel increasingly disconnected.
One of the most serious issues introduced after the update is the loss of basic image functionality. Images can no longer be posted in status updates, including images that were previously posted successfully. Even normal image sending now fails, repeatedly showing the message “Image sending failed.” What makes this issue particularly confusing is that image uploads still work normally in community sections. This clearly indicates that the problem is not related to the user’s device or network, but rather a functional bug limited to specific app modules.
This issue has persisted for several days without resolution. Following official guidance, a support ticket was submitted with the expectation that the updated system would improve efficiency. Instead, responses have remained vague—typically limited to statements such as “we are following up”—with no concrete solution or timeline. As the problem continues unchanged, user confidence in the support process gradually erodes.
The ticket system itself has also become less user-friendly after the update. Previously, communication could be handled directly within the ticket details. Now, users must switch to a separate communication record to continue the conversation. This extra step feels unnecessary and disruptive, especially when users are already dealing with unresolved issues. Rather than simplifying the experience, the new workflow introduces friction.
Adding to the frustration is the restriction that users must wait 24 hours before urging a response. When a core feature such as image uploading is broken and remains unresolved for days, this delay mechanism feels misaligned with real user needs. Updates should reduce waiting and complexity—not institutionalize them.
This leads to a natural and important question: what is the true purpose of this update? If new features come at the cost of basic functionality, slower resolutions, and less intuitive support interaction, then the overall user experience is moving in the wrong direction. A “refresh” should represent tangible improvement, not regression.
Looking ahead, users are not asking for cosmetic changes alone. What we genuinely expect is stability, responsiveness, and accountability. Fixing fundamental issues like image uploads, restoring smooth communication with customer support, and optimizing the ticket workflow would do far more to rebuild trust than visual upgrades or promotional activities.
An update should represent progress
not a step backward.