Thank you for your reply Sarah. It is greatly heartening to know that you acknowledge the issues and are working on a fix. I can forgive a lot of shortcomings as long as I know they are ackowledged and being worked on.
I would be happy to be an alpha tester for you, thank you for the invitation.
I recognise that you are a small company with a new product and things don't always go according to plan and take twice as long to fix as expected (I'm a small business owner too so I feel your pain!). As long as you are honest and communicative with your users about the isues (like your reply here today :) ) then I am sure your user base will be very understanding and supportive.
I say this because I've been in this situation before with another boutique controller product by a small startup company and it did not end well. In fact it was almost the exact same situation, a very innovative and high quality piece of controller hardware that was let down badly by the application software. The worst thing this company did was to go into almost total radio silence with the user community and delete dissenting threads from their forum.
In that situation, my hunch is that inital sales did not go well and there was no money to pay for further software updates (the rumour was that the software was not develpoed in-house), but this really didn't have to be the end of the road. There were numerous calls on the forums for the company to release the specifications on how the device communicates with the software so that a community driven open source application could be developed, but the company never once replied to those requests, not even to say "no". There were even some users who partly reverse engineered the protocol and started work on a new app, but it never went far probably due to the complete lack of co-operation by the company and general ill will that this created in the community.
I heard a good piece of business advice once that went like this: Customers who have a problem with your company are a golden opportunity. If you go above and beyond their expectation in fixing their problem then you will create a customer who is 10 times more loyal to your brand than any of your customers who never had a problem.
Sorry if this comes off as telling you how to do your job, but I really want to see KMI succeed. The lack of imagination by the big controller hardware manufacturers really dissapoints me so innovative devices like the SoftStep really float my boat.