Fair enough. If I could say one thing; make it a company policy to have every team member spend an hour on your answers forum every morning answering all the unanswered questions. Make it a point of pride that you do this. An unhappy user of your product should be a lot more painful to you than the 15 minutes of your 12 hour day that you lose keeping that customer happy. Bad customer relations is poison that will hurt your company in the long run, and probably already has for many people.

Also, be frank and honest about issues that you are aware of but don't have time to fix right now. If you don't have an answer because there's no time for it right now, tell people. They will appreciate the honesty, even if it doesn't solve their problem right now.

Thanks for this, we'll work harder to have more upfront, prompt responses in the forum. Admittedly, the biggest issue has been a complete lack of enough developers to handle support during heavy development phases.

PS. for anyone reading, if you love UI and got a C++ or C# background, we're hiring! Email me at [email protected]

Need any C# devs? Contact details are in my profile.