Hi, Matt-
I think your analysis is spot-on. They have a lot of naive and relatively
naive users on the forums, and they surely get a lot of marginal input from
that source. Some of the better companies have a group of power users that
they rely on for beta testing and serious input on the product as it
evolves. I would hope that they have such a group, although I am not aware
of it if they do.
-d
----- Original Message -----
From: "Matt" <[EMAIL PROTECTED]>
To: <Declude.JunkMail@declude.com>
Sent: Thursday, March 23, 2006 11:37 PM
Subject: Re: [Declude.JunkMail] OT: port forwarding
Dave,
I agree, the product is definitely continuing to evolve and they are
pretty good at doing a lot of things, but they aren't good at handling
support issues, especially from power users with an eye for detail. They
didn't get the issues with auth-only port 587 until that exploded on this
list despite repeated requests on their own message board and the fact
that this was not only useful for shutting off unauthenticated access to a
server, but also the standard way of implementing the submission port.
I think this comes from the fact that they have a lot of control panel
hosting customers using their software, and those users are typically not
tweakers like we are. I don't think that there is a lot of interest on
their part in getting direction from the community as a result of the
general dynamic. I have seen a lot of short-sighted/impractical feature
requests from users on their message list, yet I'm sure that those
requesting such things feel that their requests are just as important as
ours. It's likely hard for them to differentiate, or maybe because of the
typical issues that they see are more on the side of the user that they
don't tend to think so deeply about this stuff. It sound like they really
didn't understand the nature of this bug and assumed it was a user error,
or didn't bother to read deeply enough into the unintended affects.
What you and Gary have done however seems like the best way to approach
it. Sort of like yelling to get attention, but yelling detail and being
persistent instead of just getting angry and spouting obscenities. I
would understand them not fixing it immediately if it is complicated for
them to do so, which it may be, but I wouldn't understand a conscious
decision to leave things as is indefinitely.
Matt
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