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At this point is anyone even a little bit surprised? It's been almost 7 years of next-to-no communication, user created solutions to functionality gaps, and in-jokes about missing promised features.
Being unable to make a product like this workable in 10 years (since development started) is testament to either terrible design decisions, terrible project management skills, a complete lack of willingness to resource the project properly, or an inability to admit that the product wasn't going anywhere a long time ago, or perhaps a combination of all four. If you couldn't give it the resources to make it work, that should have been (and I suspect it was) clear a long time ago and your customers deserved to know long before this point.
Seriously. 10 years, and you walk away with initial promises unfulfilled.
Poor form. Boo.
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