While I understand that ABBYY eventually addressed the communication issue and apologized for it, the initial lack of response was frustrating. A simple explanation at the beginning could have prevented the whole problem. In my opinion, clear communication is the most important aspect of any service. Even if a company has a less-than-perfect product, I, as a customer, have chosen them for a reason. That's why I believe the best thing a supplier can do is prioritize communication, even if it's just automated responses acknowledging receipt of a message and providing an estimated response time. This is where ABBYY initially fell short, but things improved significantly once a director got involved. The lack of patch update notifications creates a blind spot. Without them, we're unaware of new patches and can't proactively check if our code is compatible, potentially leading to issues down the line.
