"we are willing to admit that there were delays in communication with the users of the free version, and this is going to change with the next release, introduction of our new site along with a completely new product."
--This is great to hear! 8)
"'the team does not want any users commenting negative feedback here' is simply not true, and this thread is a proof of that. Constructive feedback, positive or negative, is always welcome. However, there is a big difference between such feedback and venting frustration, spamming, and similar practices."
--agree with you here.
"there are no unanswered questions on our support forums. Paying users get their questions answered within 24 working hours, and users of the free version generally get answers within 48 hours. We went so far to provide interactive remote support for many users of our free version. I would not qualify this as 'such little communication with the community'."
--arg, Denis :-/ ya plucked six words and are referring to them as a phrase, out of context. I took great care in specifying the word "recently" following the six that you quoted because you had, up until six months ago, provided some type of target/goal date, along with information on what direction the product is going in. I was additionally very specific is describing my perception of little communication as being within the scope of "on the state of development." I 100% agree with you that in the arena of support topics, it is very rare that a support related question would ever go without response for more than a day or two.
"we were bashed by a handful of users for being late with new releases. In most of the cases, they didn't even have a particular feature they were waiting for - it felt they were being rude just for the fun of it. However, this is not a big deal and we can live with it, it is just a side effect of having a popular product."
--I see it everywhere I go. There is always one or two of those in a community. To re-iterate though, I think the core of this thread isn't to knock your company for not releasing in September, but rather to bring awareness to the need for the improvement specifically in roadmap & release schedule communication that you advised is coming.
"the most common reason for these delays was our wish to fulfill as many client's requests as possible. We don't like being late, period, but it happened on a few occasions with MonoX. However, if you need something or are disappointed with any aspect of our support, you can always contact us directly. I don't think that we had a case of ignored user request, free version of not, ever. So you may want to publicly contemplate on how our support sucks, or just shoot us an e-mail if there is a problem and see what is going to happen."
--Again here, it sounds as though you are lumping some comments or discussions that may have occurred outside of this thread in with your thoughts. Re-reading this thread, I don't see any comments eluding to a thought that there is any deficiency in your availability within the Support forum on technical issues around available code.
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