In the traditional software world, you had to wait six months for a bug fix or a new release of your favorite productivity tool. We've learned to "live with" bugs in software because the hopes of getting them fixed seem very dim. Can you imagine writing to a big software company's support address and either (a) getting an actual response from a human, or (b) seeing your problem addressed?
We've fixed a good number of problems within a few hours of hearing about it from our users. Horst-Dieter Schipporeit is one of our customers, in Germany. He writes to our support hotline and points out things, and we fix them. I think he would describe us as a responsive company, even if our response is "that's a great idea but it's a few months down the road"