[aflag]

Why do you expect them to? Did they have a bad experience for some reason?

I personally avoid talking to customer's service as much as I can. I'm more likely to give up on a product or switch to alternatives than say anything. There are a very few exceptions to this. I suspect many other people are like me.

[middleman90]

I did expect them to talk because I read, and also listened in this video, that users are thrilled to talk with the founders of the product they use.

I can understand what you say about unhappy users, they are the hardest to establish a conversation with, in fact, I had yet no luck with them.

I also try to contact my most engaged and paying users, very little luck there.

So, either everyone is laying (very unlikely), or I'm doing something wrong.

[aflag]

Fair enough. That point they made sounded weird to me. I'd certainly not be thrilled to talk to the owner of any of the products I use. Although I'd like if the owner was involved when I'm trying to fix something.

I'm an engineer, so I can definitely think about products I use which I'd enjoy talking to the developers and designers. Sometimes they can be the owners too. But if they are more about getting a business running and started, I don't care about that stuff. So, I wouldn't personally want to talk. I suspect people who are interested in running a business would like that. So, maybe your users are not mainly from that segment of the population.