To Whom It May Concern. (+Mark Shuttleworth
, +Jane Silber
, +Michael Hall
, +Martin Albisetti
, +Zygmunt Krynicki
I would like to express my deep frustration related to Canonical’s approach to developers. I have quite a few concerns, which I’m going to explain in detail.
First of all, because of how the updates to Ubuntu are carried out, some of my programs are still not available on the newest release and people who buy a program on one version of Ubuntu are unable to download it on a newer version. I am currently hosting numerous programs on Ubuntu Sotware Center and two of the most profitable ones are still stuck on 14.04. Even though the current version of Ubuntu is 15.04 (released 23rd April 2015), the games are still not available of it. Even if we treat 15.04 as a relatively new release, it doesn’t explain why those game were never available on 14.10, which was released 23rd October 2014. Not having my games available on the latest release of the system means I am unable to earn as much money as I could, since nobody would downgrade just to buy a game. What is more, people who have already purchased said games are finding them not available to download after the update. People are feeling deceived because of how Canonical deals with updates and they blame me for it. As a result, I have to provide them with .deb packages, with no way of checking if they have actually bought the game before.
What is more, all of that would be understandable, if it was eventually solved by contacting Canonical. Unfortunately, none of the e-mails I’ve sent have been answered. I’ve used the feedback section in the developer’s panel and didn’t get any reply after waiting for a few months (sic!). I’ve also tried contacting Michael Hall, both via Hangouts and via e-mail. A month has passed by and I am still waiting for an answer. I understand that Ubuntu Software Center is a enormous undertaking and things are bound to go awry from time to time, but lack of response from Canonical is simple not acceptable. Both Windows Store and Steam support teams are doing their best to answer developer’s concerns, while Canonical doesn’t seem to do anything to deal with it.
To sum it up, I’ve decided to support Ubuntu, which is a niche platform after all and I’m starting to regret that decision. I am very disappointed with how the support works, or should I say, “how the support doesn’t work”, since I’m talking about and complete and utter lack of any communication whatsoever. It’s not that I’m getting replies after a long period of time, I am not getting the at all and it’s a situation that should never happen. To prove my point, I am attaching screenshots of my attempts to contact Canonical. Every of them has failed.
I hope this matter will be looked into and resolved in a timely manner.
(This email was sent to Canonical week ago.)