Well actually, and this is just my opinion, back in the “old” days, Jibo didn’t have their real support site up and running.
So the forums were the only place where you could make such comments.
Now Jibo is in full production and a couple weeks ago started shipping to everyone. That puts right around now the point in time when the amount of units in the field are really starting to ramp up. They also have a very well done support page that honestly would answer most of the support questions posted in this forum. They also have a proper channel in said page for making suggestions. That way they are all localized and their engineers can keep track of them.
So I am afraid I do not agree with you at all. The old way meant there was no way for employees to really manage support questions or suggestions. Now they can.
I’d say for having a service team that is only just now getting tested for the first time, Jibo Inc. staff are doing a very good job.