The issue with the Arq 6 release was not that it was bad per se, but that there was no clear _public_ communication from you. I've been through really badly screwed up roll-outs myself, while being on a small team. Stefan, I realize that you've been under a massive amount of stress. We've been really open about saying we screwed up and we're doing all we can to fix it.
If you have suggestions please let me know. I don't know what else to do at this point.
We promptly refunded every single purchase for which a refund was requested. We're trying really, really hard to make it right. Arq 6 users of course will be upgraded to Arq 7 for free. We were going to ship that as Arq 6.3, but a few weeks ago realized that just shipping it as a point release would be way too disruptive. So, we missed our June 30 deadline of making Arq 6 backward compatible, and decided to just start over with a native UI. We set about immediately working to make Arq 6.3 "backward-compatible" with old Arq data (rather than import it into the new format, which failed unexpectedly for quite a few people).Ī month into it we tried making a UI that's "native" (like Arq 5) and realized we like it better too. For at least a week I answered 300+ emails/day while simultaneously trying to diagnose and fix the issues people were experiencing.Īt one point I deleted the Twitter account because I couldn't cope psychologically with all the hate and the personal attacks. I tried to communicate the best I could about what we were doing - a blog post, responding to all the reddit comments on the arqbackup subreddit that somebody else controls, answering thousands of emails. It's been an extremely stressful 5 months so far.
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