“We pursue perfection with every waking hour and will continue to do so as long as there are unmet needs for our customers. We will be enforcing those policies as they are written and continuing on our quest for improvements – largely guided by bloggers like yourself who use those products in the trenches.

We receive lots of positive feedback, and cherish it, but realize that the learning will not always come from praise. Issues that prominent bloggers raise are the fuel that keeps our R&D team’s workstations humming long after most people have gone home. You can be sure your issue was heard by every one of us as it is now on our internal team wiki, not a black hole. Thanks.

PS: We hope you will join our beta program for the new version when it is announced. I’ll make sure you’re on the mailing list, I know you’ll have some good comments.

1. No policy change.
2. Admit an imperfect world.
3. Give the ego a bit of a stroke.
4. Explain how you have a continual improvement process.
5. Appreciate all comments, good or bad.
6. Always use a PS with some sort of offer to keep them informed of changes.

Just my thoughts… I have faced this several times in my consultancy and this type of response seems to work very well. your mileage may vary!