[grundyoso]

That's a good summary. We definitely underestimated the cost of customer service. I'd say that after a year of having our KS campaign, we've spent 40% of our time keeping people informed. The irony is that with that time we could have easily added the quality and polish that most customers are upset about.

[pessimizer]

That's not irony, that's bad decisionmaking. It's akin to saying that it's ironic that the cost of the cleanup at Fukushima outstrips the amount of money saved by not building it well enough to withstand a large tsunami.

[grundyoso]

Maybe so. We're not building nuclear power plants though, but NFC readers for iOS. We're doing it more to bootstrap an industry than to sell widgets. The mistake was to not consistently reiterate that message throughout the campaign.