I am finding myself in a very difficult position right now, i love the idea of the Curve card, i love the look and feel of the Metal card, i really like having that something new and cutting edge and i really like the entire Ethos behind what Curve stands for.
It doesn’t matter how good you are or how great a product you have to offer if you don’t engage and look after the people that are effectively funding your business.
I appreciate that all new companies have a learning curve (no pun intended) and that as they build the business they need to look after the cashflow and direct where the money is best spent, but to ignore your customer base when they have genuine concerns and worries about the most emotive of subjects the safe keep of there cash is quite frankly not good enough.
And here i come to the key point … communication … you would find that the vast majority of your customers, myself included, would be very forgiving should you set proper levels of expectations and stick to it.
It is the not knowing and the being ignored that infuriates people and in the end will ultimately alienate the people that you say your trying to serve.
I can see from the sort of comments that appear on the community that i am not alone in this, removing and hiding the posts under the guise of the community rules does not change the fact that there is obviously an issue that needs to be resolved.
I cannot tell you what to do, and i want to be a long standing supporter of you and your product but i don’t know how long i can do that if when things go wrong and need addressed i am not even worthy of a response to my numerous requests for help.
Or better still rather than relying just on email put in something a bit more interactive like live chat and man it.