Let’s tackle this idea! Keep reading…
To be fair, we have always read and listened, we just declined and did a cruddy job in responding to issues and engaging with you, the users. This is a good opportunity to call out to all Plex support personnel (with a special callout to @BigWheel and @chrisc ) who have kept on even when others of us have not been there to help by jumping in with engineering/product/whatever plans, feedback, and support. They aren’t the ones you should be frustrated with and they always advocate for you within Plex!
I have had that thought and somewhat dismissed it. I say “somewhat dismissed” because while this has been positive enough to warrant doing it again, I would prefer to affect change and get so much better in our engagement that we just really don’t need it! This would be the ultimate goal here while also conceding that we have a long road to go to get there (which will probably include more events like these 
).
That is right - and this event isn’t a one-and-done for us. We do need to carry this forward and there are bigger plans here and those include the recognition that solving one problem can lead to others. If we do this successfully, we should be able to head some of those problems off before they grow too big!
For a while? It wasn’t great. What you don’t have visibility into is that we have had some big internal efforts underway in 2023 to turn this around. We have made a big push to clean up older backlogs, put more dedicated and also indirect effort against bugs and calling out quality initiatives, and in general recognize that we need to slow down a bit and look backwards a bit instead of always facing and pushing forwards. This is trending in the right direction as we can see metrics around crash rates and other issues starting to trend down and I am confident that we will both continue our focus here as well as keep making the overall stability and general use of the platform better.
Yes, but we are at step 1. We have a ways to go. Let me try and explain and wrap up this post here 
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With all of 
these comments in mind, I will share a few of the ideas that we are already talking about:
- Engagement in the forums is critical to success. We start with a Fireside chat, next we get engaged in feature request threads that go back as much as 10 years! Then we build off of that and make this type of interaction a daily habit
- Next, we review and re-evaluate our link between you, the user and the issues that are present and impact your daily use of the platform. We need to make sure that things don’t disappear into black holes. We need to link support threads together and be more transparent about what bugs we are addressing, what we plan to address, and what we aren’t going to address. This includes making sure that feedback is provided as we do make changes and fix things
- Now we get to feature requests. This is always a challenge to draw a clear line between these items, actual bugs and things not working as intended, and support requests where things could work if you stand on your left foot and the sun and Venus are in alignment (or, more likely, if the configuration is corrected). In order to get better here we should get more transparent on what we are working on and this includes being more public with parts of our roadmap
I need to reiterate here that we are at step 1. We have a long ways to go. But all of this is what we should be doing in order to live up to the amazing and wonderful community of people that use this awesome thing called Plex. So thank you for everything as we wouldn’t be here without you and, please, keep us accountable as we have some work to do!
