bdcheung

I work in the customer care industry so I'm getting a kick out of these replies Reality is you're damned if you do and damned if you don't. But with a $60 payware aircraft, the damnation is apparently stronger. For what it's worth, I think you and the rest of the team are doing a fine job--just trying to bring up some points to think about.

I'd caution against under-estimating the silent minority. Do you think it is wise or prudent to assume the "select few people here in the forums" are the only customers experiencing problems? Similarly, do you think it is wise or prudent to assume that the proper placement of the paint kit and two liveries amounts to no "new features"? It may not mean much to you, but clearly it is a critical issue for some of your customers.

Thanks for your reply; you certainly touched on more points than I dared attempt. While your expectations may differ from mine, I fear that you may have improperly assumed that I intended my sentiments regarding update emails to represent the desires of the entire customer base for the product. That is simply not so. I interpret forums as a place where customers can publicly share feedback with developers and not be harangued about their opinions. I respect your expectations for a service level and would dare not resort to name-calling regardless of my level of disagreement with your perspective. A return of the same consideration would be greatly appreciate albeit not at all expected. It would be improper of me to ask for a particular service without at least volunteering to cover it, so to Javier and his team, please consider this my formal offer to construct and deliver update notice emails for your customers. You all are, without doubt, busy enough with updating the product, and I am not one to offer words without actions, so please let me know how I can help.

This. Notifying customers of updates is basic customer service. You may already have my money in hand for the CRJ, but poor customer service will guarantee that you won't receive any of my business in the future. Others are free to disagree with me.