This is the text of an e-mail that Wesley sent me, and my reply. I am posting it here so that it becomes a part of the public thread and can generate comments as folks may see fit.
I wanted to reach out and thank you again for giving our Dev and QA team such a great review
Thanks again for your awesome post. Kind words are not wasted around here and we really appreciated your loyalty and enthusiasm!
At the risk of sounding like President Clinton; “Ah feel yer pain!”
I, myself, have many years of SQA experience under my belt, and I know how woefully under-appreciated you folks can feel. There have been times when I have worked my butt off, only to have someone else point the finger and say “Why didn’t you do this?!!” (. . .and if I were a mind-reader, and could predict the future, I wouldn’t need to be working here!)
Anyway, from both an SQA standpoint, as well as someone who is particularly sensitive to a product’s user interface, I have found your product to be remarkably well designed.
Is it perfect? Of course not.
Are there changes I’d like to see? Of course there are – and I have documented them.
Do I expect you to stop everything else you are doing to implement them right now? Of course not. I know that a polite request with a reasonable justification will likely be implanted at some point in the future, if technically feasible.
One of the things I particularly appreciate is the succinct clarity of your product’s error dialogs. Instead of the usual “illegal name at line xxxx”, (or even worse, transparently failing and closing without telling the user what the $%@#! happened), you provide error dialogs that actually describe the error encountered, (Unable to contact VyprVPN service, for example), and – even better – provide a useful way to correct the problem at the point that the error was found (Would you like to try to start the service now?). If only more software products were as well designed. . . .
If you don’t mind, I will cross-post the text of this reply into the forum topic so that others can follow the thread there as well.
Likewise, please forward as you see fit.
Please let me know if I can be of any other assistance.