Since a few months ago I have been critic in this forum with Invincea. I consider there has been a lack of support since Ronen left the company and I have been pushing (with facts like bumping bug report threads without any reply at all) to probe something I see like obvious.
In this time I have received some support in private, from users that told me I was right but did not want to express it in public, and a few in public. Some users came to the forum asking for support and never came back when they did not receive it at all, and others just bumped their bug reports a few times or just did not bump them at all.
So far in the forum I have been the user making more noise and finally, a few weeks ago, I was banned for a month for doing that. After ban expired, I continued telling the support is not good at all and I was ready to be banned again. Then a few days ago I received a private message from Curt. It was very surprising because he finally spoke clearly, without excuses, just with the truth. And I really appreciate Curt for doing that.
With his permission I am going to reproduce parts of the private message he sent me.
Finally we get an explanation about why the support became poor. Reading between line for me it is clear: Sandboxie´s users are not a priority anymore. Now the priority are the companies paying big money to Invincea. Our problem reports will have a very low priority and therefore reporting bugs will be a waste of time more of the times.Curt wrote:Invincea makes multi-thousand seat enterprise deals worth hundreds of thousands of dollars. These businesses have their own trained, IT support staff that deals with the individual problems of their users. Unlike a Sandboxie user, enterprises don't use off-the-wall software downloaded from God knows where. They typically have 1 set of approved applications for everyone. If I solve a compatibility problem for them, I have solved it for tens of thousands of users and a deal worth hundreds of thousands of dollars. Or I can take the same amount of time (sometimes more) and solve an issue on the forum for 1 application on 1 user's computer, and that user may not have even paid for the product.
No software company can survive by selling a product for $40 (most users don't even pay for the product, actually) and then provide unlimited developer time, 24/7 to diagnose what is wrong with 1 user's computer and their particular, personalized assortment of applications.
I have spent many extra hours of my own time trying to accommodate people and their issues on the forum, because I personally think Sbie is a good standalone product and the feedback from individual users is valuable. But I am growing weary of the complaints and demands. Perhaps it is time to shut the forum down or end Sandboxie as a separate, home product. That is not my decision to make. At the very least it is probably time to come up with the typical, canned "thank you for your report... we will get back to you" corporate response.
We have investors that demand we use our time, and hence their money wisely, as well as customers that have their entire IT department at risk. I'm afraid the days of unlimited free Sbie developer time are over. Ronen could have stayed on to maintain Sandboxie. He chose to retire.
As I told to Curt in private, this way of speaking clear has been the best way to stop me. Now I know the priorities of the company and I will have to live with that. So insisting in the lack of support would be a nonsense.
I sent a mail to email@example.com commenting all this and Curt told me Norm (Chief Operating Officer) wanted to talk with me over phone to discuss my issues. My skills are not sharped enough to follow a converstation in english over the phone and as I told to Curt, anyway they are not "my issues" because this is something that affects to all Sandboxie´s users.
If anyone wants to comment anything the thread is open to everybody.