I think you guys REALLY NEED more transparency and customer replies on these boards.
First under customer service…
I run a business. As much as we try to get new customers, we pride ourselves in returning customers. Without them, we would fail. Customer service and ACKNOWLEDGEMENT is key.
You need to respond to customers! Not a quick “Not happening, CLOSED” response either. A proper response with some explanation. If a customer responds back, engage with them because they care enough about your product and are taking the time to share feelings instead of just leaving you or your product.
If there was more transparency here, you would have a lot less of the mess you have now with all of the un-happy customers.
Maybe put a notifications icon next to the user icon (right on the app) so we know when there is something important like the latest UI change or other major announcements with a link to these boards to discuss further.
As much as you would like to think otherwise, many people don’t read these boards or don’t even know they exist. To say you “announced it a while ago” (like the channel elimination) most of your customers base never knew about it.
Under feature request…
I used another media player/server years ago. When a feature request was suggested, they categorized every request like the following…
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“Acknowledged” (showed they cared enough to read the request, usually updated it within a week to another status)
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“In Consideration” (Showed they would review it further and then maybe put it up to a vote)
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“In Development” (showed that they though it was a good idea and they were working on it for a future release)
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“Denied” with a reason (this could be because it was not possible with their platform, did not fit their vision, or whatever, but it was acknowledged and shown it was not happening AND WHY. Not left just hanging there for the customer to wonder)
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“Already Requested” with a link to the request and current status
