> We’re embarrassed by the level of communication on our side, and we’ll be working directly with this developer to resolve the issue. That gets to the heart o

> We’re embarrassed by the level of communication on our side, and we’ll be working directly with this developer to resolve the issue. That gets to the heart of the issue -- I think most people believe that if there had been an effective channel for communicating then the issue would never have been such a problem. But "we'll be working directly with this developer" only solves ONE PERSON'S problem. The message I would like to see you taking from this is that your team needs a better way for ALL users to reach out for support in those situations where the support is necessary.