quote:inability to respond to outstanding issues
Jeff, I know you know this but from a user perspective this is a big deal. People have a certain idea of what "support" means. If nothing else, why not compose form responses that specifically mention the bug being complained about and send them out? A lot of people seem to complain that they have no idea that a human is even seeing their requests. If their specific problem was addressed in some way at least that would put their mind at ease somewhat.
It's too bad you can't hire one more person dedicated to handling support requests and perhaps keeping the bulk of users apprised in some other way (the forums, for instance).
Not that I don't appreciate what's going on behind the scenes. I'm just sayin'.