I can’t help but feel like I’m in a semi abusive long distance relationship, with Relic playing the part of the heart breaker that goes out on the weekend and forgets to call. Then when she (yes, Relic is a she in this metaphor) finally does get around to talking with you, she vaguely glazes over all of the awesome shit she’s been doing, talks about how EXCITED she is, and leaves me to fill in the blanks about everything else. It’s not very fun. In the mean time I’m left to stew about all of the unresolved problems that have sat around for ages, and without a consistent line of communication, am left growing increasingly frustrated by the circumstances.
<Louis CK voice> But maaaybeeee... we're the needy insecure boyfriend with not much else going on. <Louis CK voice> (Not you personally but "the community")
In my head, marketing, customer support and communication are very different things. I think its hard to separating them as they're somewhat symbiotic.
I personally don't need to know about new content under development. What they're doing behind closed doors is their business. Once their trying to get me to buy, I want to be fully informed.
I do need to know what they are doing to resolve the problems I have with the software I have purchased. I understand Relics reluctance of promising something; they always want to deliver on these commitments. However, saying nothing communicates indifference to the needs of your customers. All I need is:
"We're working on problems/bugs A,D,E. We anticipate a resolution within time frame X. Problem B & C is more complicated than we anticipated, a resolution is now scheduled for time frame X".