Ben Meredith: I kind of disagree. I think any time a browser completely freezes / locks-up because of broken plugin functionality is a major issue. I think that customers not being able to update their own donation credit card is a major issue. Non-tech-savvy users do not understand these nuances and can be quite alarming. To me, it feels like this issue is being swept aside which is not very assuring.

Alex Miller: We're definitely not sweeping it aside, it will get fixed. Even today I brought it back up with our Lead Developer to make sure it's on the radar.

I understand we disagree on what constitutes "urgent" here. We are definitely going to resolve the issue. The difference between "urgent" and "major" is that "urgent" issues get a developer pulled off of whatever they are doing to fix as soon as possible, where "major" issues (which I agree this is) get attention at the end of the current development cycle.

My entire goal is to set appropriate expectations. This is a major issue that we will definitely resolve, but it's not so urgent that we are going to task a developer with it _today_.

I do appreciate the pushback, and opportunity to clarify.

Ben Meredith: Perhaps not critical from a security perspective but three weeks for broken functionality (not an enhancement) on the paid subscription plugin is bad optics. Hopefully the LiquidWeb acquisition will result in some more attention to fixing bugs instead of rolling out features.

Paul: We're nearing the end of a development cycle. Next week starts the portion of the cycle where we address these types of issues, and I've again made sure that this is on the radar.

I appreciate your concern for the ratio of bug fix to new features, and it's my job to advocate internally for customers experiencing issues, which I am doing! But it's not a zero-sum game, and we're focused on simultaneously releasing new features and add-ons while making existing functionality even more performant and reliable.

There are currently 7 reports of folks frustrated by this issue. We use those votes (and enter them on behalf of anyone who reaches out on any channel!) as a litmus test for increasing the urgency of an issue.

Thanks!

Ben Meredith: Just checking back on this issue seeing how long it's been without an update. If bug fixes were a popularity contest, WordPress wouldn't survive so we're hoping that this gets fixed soon. I would understand if this was free add-on but with a paid license, it feels like bugs get less attention than new features. Since we're not able to use a part of it for an extended period of time (two months from our initial tickets where we had to wait a few weeks just to get the point where the bug was acknowledged and then told that it would be ranked here to decide how quickly it would get fixed), how can we get this escalated?