I recognize that NTLite is a small business and the owner is doing all the actual programming work on the tool alone, but after 23 years of the product being around and 12 years of it being monetized, the excuses for this customer service behavior are growing very thin at best. The main issues are that far too many customer's issues and suggestions get swept under the rug, misinterpreted, or ignored.
Even if some of these people's problems are being handled behind the scenes, such as by releasing updates to the tool to fix things, or silently helping users via DM or e-mail, those methods are doing a major disservice to everyone else that has the same issue, because of the lack of transparency. It is also highly inefficient for NTLite, because by not explaining what's going on openly, NTLite then has to field a ton of duplicate issues/suggestions, because the resolutions don't appear in forum searches.
I'm not even close to being the only person that has or wants to address this elephant in the room. There are other longtime members, such as
AeonX who openly spoke (
link1) about this and was publicly ignored, as was
tharri in the same (
link2) thread. When I originally read AeonX's last few dozen posts or so, I couldn't help but feel just as irritated, because his experience has been mine as well. And what's worse, is that we're power users and significant NTLite contributors, so try to imagine how new members must feel.
For example, I'm still waiting years later for a reply to the e-mails I sent about issues before I joined the forum, as well as numerous bug and suggestion posts I made on the forum. I brought up the frequent issues with the built-in templates (
link3) many times over the years as a recent example that is easy to see. The only real way to get direct attention to matters is to make a name for yourself, so that you have enough credibility to be listened to, and then DM, ping, or post enough until it cannot be ignored anymore. That is not a good business model on multiple fronts, and that is pointed out in both AeonX's and tharri's posts too, among numerous others on the forum.
I have read every single post ever put on this forum, since I joined in March of 2022. I have helped countless people and I've watched countless others go unhelped, with confirmed or likely to be confirmed bugs, plus good suggestions that were ignored. I try to use my weight as the highest ranked non-staff member to assist those people and bring attention to things, but it doesn't always work, as shown in the quotes above. I also have a Bachelor's degree with a minor in business administration, so with this combination of experience and education I'm confident that what is being presented here is truly a problem that needs solving.
Again, maybe this user on my thread was helped behind the scenes over the weekend, but how does that help the other 40,066 members currently registered here, or the countless lurkers, web crawlers, and users relying on LLM? Also, this user first asked for help 16 days before they had to follow-up due to hearing nothing back. Either users aren't being helped at all, or they get helped in an indirect manner and everyone else is just expected to know the issue will eventually be noted in changelogs. That is objectively inefficient business practice and poor customer service, while transparency and promptness are the keys to fixing it.