The staffers are great. It's the management that's the problem.
I like Matt, and he is one of the smartest people I've ever met, but he is not a great manager. And he doesn't as far as I can see have a great manager working at the company. It's a very flat structure but the problem is that customer service at WP.com is not a priority. It doesn't need to be Job Number One, but with just a little more strategy and planning they could have avoided pissing off so many people. I mean, just today two more people came complaining to the forum that all their posts were on their front page and what's going on?
It wouldn't take much effort to change this from 25 million passive recipients of a service and 200 really pissed off ones to 25million, 200 evangelists for a service. It just takes a little forethought and consideration.
And when I am recommending more consideration, you know the bar has been set low.