It’s an unfortunate situation, but I honestly think we forced them into this position. More detail on that here, or you can just read the thread we’re in now from start to finish and probably reach the same conclusion.
(I’m APLevitz on that forum, and I join the conversation about halfway down. Everything from there on is discussing the very point you just made)
Your frustration is shared, and justified. And I’m sure everyone at Pixologic is just as anxious to spill the beans as we are to hear about it. But they’ve learned the hard way that it’s a bad idea.
Do read that other thread, but for the sake of saying something new, let’s reduce the scale, try to relate in more human terms…
I do a lot of freelance work, and the one thing most likely to make me miss a deadline is having to assure the client again and again that everything’s going smoothly. Particularly if a problem comes up, and I’m in the midst of troubleshooting when they call. They’ll never get off the phone until they’re satisfied that the problem is solved, and it won’t be solved until they give me some space to concentrate. So, while I know this doesn’t endear me to my clients, I don’t think twice about hanging up on them anymore. Sometimes it’s necessary to put up that wall.
We’ve all been in similar situations, have we not? Now imagine for a moment that instead of one frantic client, you have many thousands of people to answer to, and that they have conflicting agendas.
It must be terribly overwhelming…