Thanks Chuck,
During my time with Vera I experienced first hand, sometimes live over the phone, some hardcore frustration, but also extreme joy, when things simply worked.
It's part of a beautiful experience, with it's ups and down, but at the end of the day, we are still true to our legacy customers, while trying to be accessible, to the more NON diy-ers , and new market trends at the same time. We often go to great lengths to address even some of the "oddest" requests, little things that I know, mean a lot for users.
There also other things that have always caused frustration to users, and probably they will still do, and we would wish we could have the resources and time to address them as fast as expected, we sometime do, we sometimes don't, but we will not rest on laurels, and keep it up as best as we can.