TL;DR: Please mark Trezor's "customer support" questions as off-topic. We don't care whether packages have been sent, how to apply for a refund or whom to talk to regarding faulty hardware. Please help provide canonical answers to topics of more general interest such as hierarchical deterministic key derivation, how wallets/addresses/transactions work, or how to recover coins sent to an address of another currency. As usually, please close as duplicates if a new question already has a comprehensive answer on our site.
We've been having a huge influx of Trezor related questions lately. Some of them are interesting, a bunch of them off-topic unfortunately. I would like to explain how that came to pass, how we can perhaps improve the situation.
As you may have read already, I'm trying to push for more users on Bitcoin.SE in order to get the site to graduate. I've been spurred to do that because 1. I think that Bitcoin.SE has the potential to be the go-to Q&A site for cryptocurrencies, 2. a SE site can disencumber experts by being much more time effective in providing easily retrievable information, 3. Ethereum recently graduated and I'd like us to follow suit, and because 4. it's frustrating to me that I'm doing about 350+ reviews per month and we still have a backlog— I'm hoping a bigger active community would help with that.
To that end, I've been trying to get in touch with a number of people from the Bitcoin community suggesting that they take ownership of tags related to their project. My idea here is that we don't need the experts necessarily to maintain the site, but that answers provided by them on their topics specifically will make the site more valuable to users that have more time to do the maintenance work, and the community in general.
Anyway, I had been chatting a bit with a developer from Trezor. I showed him that there were a few unanswered questions about Trezor on our site, pointing out that they could perhaps have a look.
As Bitcoin.StackExchange.com shows up pretty early in search results (other than reddit where they answer community questions) I told him that it would probably be beneficial to them and the Bitcoin community if they wrote some good answers to the Trezor questions here.
Obviously, we were in agreement that the Bitcoin.SE community has no insight into customer support topics, and that only technical questions were on topic. What I meant was, HD key derivation, questions about the security, or perhaps about the open source software they are using. What might not have been completely clear is whether questions such as how to recover a wallet or how to use certain features of the Trezor would be on-topic. I think they could be, but it would help a lot if some Trezor experts came in to provide the respective answers, so that we could close duplicates towards these canonical Q&A pairs. Generally, we can only answer questions that aim for public knowledge.
So, what I thought was that we would be handling questions about Trezor much like we will answer questions about e.g. Bitcoin Core, Blockchain.info, Coinbase, MultiBit, or Mycelium when they come up.
Anyway, apparently someone from Trezor linked to Bitcoin.SE with the link titled "Ask the Experts". I'm trying to get in touch with them about better communicating that their customer support questions will not get an answer here, but so far I've been unable to reach my contact again.