"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."
That is great (as gstadter mentioned above)
"'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."
I agree with you that as a forum moderator spamming should never be entertained. I just feel that users expressing frustration is not very different from a simple negative feedback.
"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'."
I 100% agree with this..as a user I personally never complained about not answering questions here related to mono. The only issue that is being discussed here is all about delays in releasing dates / lack of transparency in regard to development of monox - that's all !
I also know monox team started posting nightly builds which is great but again, sometimes users do look for using the product on a production level (final release dates).
"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 very much agree with gstadter's comments on this statement. The negative feedback / users expressing their frustration is only to bring awareness to the need for the improvement specifically in roadmap & release schedule communication. This should not be seen as users talking bad about support team or taking it as personally. Users do want to see the product improving which is why they spend their time in providing their feedback - that's all !
It is like, you build a car, customers start using it, everybody likes it and car company says, we are working on a new model. The customers are waiting...waiting ..and there is no communication - so users will get frustrated / will give negative feedback. It should only be seen as something to improve.
I contacted you denis and I am happy you replied back and answered all my questions a few weeks back. You did mention that you will publicly announce the ETA but it never happened. I am sure other users must be waiting for hear from you.
"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."
Like I mentioned in my previous post, the issue is only about lack of communication with future releases that;s all..We as users of this products are not complaining about support on the forum. The team periodically answer questions on the forum about issues / code which is great !