You discover you have a problem with a commercial product. You contact the creators and over 2 weeks, 17 emails, multiple restarts, logging, changing what starts at boot, timing startup and more you are told that something might have been found. Then silence. Then a new commercial version launches several months later. Would you expect an email saying Thanks? Would you buy the new version?
Yeah, though the practice is lame and on the way out these days, I can think of plenty of companies that I’d expect this from. Personally, I experienced it from Adobe (Photoshop and Dreamweaver), Microsoft (Office), and Avid (Sibelius).
I’d expect what I got from a big company – impersonal. But this is a single product company. I could buy the new version (it launched today, you’ll hear about it) but I have no guarantee the bug is fixed. They could not reproduce it, they never sent a version to ask if it fixed the problem. And I’ll be damned if I’m going to spend money to find out. Help once, okay. Help twice? No, not happening.