View Single Post
We're not communicating more because we're trying to help people, figure out exactly what's going on, and in the cases where we need to fix something, write code to fix something. :-)

Problems all get expressed roughly the same way: "Sync doesn't work". Often, that's all the customer can figure out, so that's what they tell us. To be clear, this is not a complaint, just a statement of fact.

Sometimes the end diagnosis does turn out to be a problem in our code, but other times it's stuff like "I didn't know about the view bar, so my synced actions from the phone were hidden from view" on the desktop. As you mentioned, there's a lot of variation.

Figuring out what is what takes time, and when there is so much variation, it doesn't translate well into FAQs. Forums, while valuable, also represent a subset of our customer base - there are more people that feel comfortable emailing us than feel comfortable posting here.

To help the widest number of people as quickly as possible, our priorities are roughly as follows:
Duplicate problems, test fixes, and/or write code, as appropriate.
Answer support mail.
Look at forums.
Sleep.

:-)