In a perfect world we would have unlimited resources to address every single user need. However in the real world we must be a bit more practical.
TurboCAD has about 3 million lines of codes. This includes code from 3rd party development resources such as Spatial (ACIS), Lightworks, the ODA and so on.
Every time they make a change (improvement or bug fix) in their code, we have to make adjustments with our code and retest.
Testing is something we do on a constant basis. Keep in mind that we get reports from many users, this includes forums, direct emails, the support ticket tracker, resellers and of course our free phone support. Every single use case must be documented, able to be duplicated and prioritized. Then the adjustments need to be made to the code and retested. For every 4 things we fix there is a good chance that something elsewhere in the code breaks.
Additionally when you add in things such as maintaining support on XP, Vista and Windows7 then add in the differences in the hardware, drivers and user's specific system software, anti-virus and all other system specific processes, any one of which can have a conflict with our code, the number of variables is endless.
Our main objective is to offer the most reliable product possible. The reason we implemented the crash system in 18 was to be able to provide a more efficient mechanism for documenting and addressing the worst of the issues, namely crashing. So I would strongly encourage you to continue to send that information into us whenever possible. I can assure you that information is being received and processed.
Additionally if you ever have an issue that you do not feel is getting proper attention you can always contact me directly at firstname.lastname@example.org