[Ken Case]

Originally Posted by frankly

Let me repeat, if a bug were found that was affecting the use of the application we didn't add it to a list of bugs and plan to release all the fixes at once. We fixed it, tested the fix, and deployed it.

We identified the bugs in that Known Issues thread after we shipped 1.0. We immediately started working on fixing them, but we also posted those known issues to the forums to let people know about the problems rather than just pretending they didn't exist until we fixed them. (Some have already been fixed in the 1.0.1 sneaky peeks, but some people aren't testing those beta releases and we still want them to know about the issues.)

You may not be aware of any examples of exemplary customer service but that does not mean they don't exist.

We do try to reply to all support email within one business day, and for most of our products we've usually done much better than that (sometimes replying within minutes, frequently within hours).

Unfortunately for our support team, OmniFocus has been incredibly successful, with a product launch that far exceeds anything we've had for any of our other products. So even though we pre-hired two support people specifically to handle OmniFocus support email before we launched, they've still been overwhelmed—which is why we're hiring more. Hopefully we'll be back to our usual standards soon. (And we certainly won't be satisfied until we are!)

5) So let me get this straight, the INTENDED function is that actions should not be sorted inside of projects?

Yes, that's correct: we assume that the order of actions in a project is important, and so we never change that order in planning mode. (It can represent the dependencies in a sequential project, or the priorities in a parallel project.) It's easy to reorder actions if you want them in a different order, and we do offer the ability to select actions within a project and sort them manually (using the Sort submenu in the Edit menu).