@Robert Gentel,
Nobody twisted your arm and made you respond. If you are too busy to respond, don't respond.
If you understand that the system is unclear to some, why say things like -
Quote: BBB, I am investigating this and you have over 6,000 topics and only 10 of them have a negative rating. Your "reputation" is also positive, and this thread is the most voted up thread of the day.
I don't think you got the right message from the community if you came away with not being welcome.
This answer implies that BBB is somehow misunderstanding the situation or exaggerating the way she feels for effect. You are stating that based on the data, she shouldn't feel the way that she does. This indicates that maybe you
don't really get it. Or if you do, you aren't really communicating that fact very well.
You could have easily said, 'please don't leave, we're working on fixing the system to something that will be better for everyone.' Empathy and all that. It goes over well with the customers.
You guys need a
salesman to answer people's concerns, yaknow, not just have the engineers straight talk to the customer. I've seen this sort of thing before in various places I've worked.
Cycloptichorn