On the Photoshop team we have dedicated staff to monitor, triage, and respond to these issues. You’re right in that we cannot address _everything_ that comes in from these boards- the sheer volume is too much. Nevertheless we do use it to identify top customer issues and our dev schedule prioritizations are influenced by them.

To wit: I’m known on the team for sussing out information from corrupted PSDs, and get called on about once a quarter to look into a bad file that’s come in. That wouldn’t happen as frequently without the community site.