Hi all,
First of all, I’m sorry that most of you feel this way about the way things are evolving (because they do). We’re working really hard on Vera to make it better. And, indeed, we did loose focus at some point on improving it and went adding features and stuff because voices asked for them. Right now, the feature list is our lowest priority. I’m positive that in 1 month top, all major issues reported by customers will be solved.
Sometimes it seems like we don’t provide inside info or keep customers up to date with what we’re doing, but it’s not like that. The developers are constantly updating the status of their work and Aaron is posting them when it’s the case. We have the Company Blog which will be updated soon. Some of you already know that big things will happen and the main product we need for all of them is Vera along with it’s hardware. Without it stable and usable, there’s no future in anything we want to accomplish. I’m saying this just to assure those who are skeptics that development and improvement of Vera will continue for a very very long time from now on.
We really appreciate all the feedback and constant help you provide along with the Beta Testing members. Without you, the UI4 won’t be here now and Vera 2 hardware either.
As for the support, we’re trying to reply in less than 1 (working day) for each ticket, but sometimes cases slip between cracks or are treated with less priority (a feature request will get a later response than one of a customer who’s Vera is not working or he cannot include devices with it). And I’m not saying that a reply for the feature request is not necessary, but it can wait a little bit longer. Another thing we’re trying to accomplish is to reply to each ticket regardless the problem/question/unknown he has and we succeed most of the time.
I hope that soon this kind of topics won’t appear on the forums because things are not like this and for sure we don’t ignore our customers.
Thanks!
PS
Yes, we monitor the forum, but no way we monitor the personal messages, we really don’t have time for that and even if we do, we will spend it on something useful since most of the forum users say what’s on their mind here, in threads, not in PMs. Anyway, we would probably need another employee to do this and those are not money well spent in our opinion.