Tbf, I don't think that there's a software company out there that it is able or willing to fix every existing single bug. And there are a lot of different solutions in the industry to report bugs by customers. I own games, which sold many more copies than Planet Zoo, and there isn't even an official possibility to report bugs.
But the major problem with Frontier's specific solution - and you can see the same level of frustration in every single community sub forum, esp. Elite Dangerous - is that the system implies several things that even makes the customer's experience worse:
- Bugs, which are confirmed/ voted by several users get a higher priority/ attention for actually fixing them
- That you as an positively active user, who reports bugs, can track them ('my reported issues'), which is only the case for bugs for which one is the OP. Issues, to which one has only contributed, cannot be found in this section
- This kind of system implies, like every other customer relationship tool like phone hotlines etc, that you get an (final) answer to your inquiry, except in the very rare case that a reported issue gets marked "by design" before it will be marked "expired". But in every other case there is no final feeedback, not in the system itself, nor by detailed patch notes (except rare cases in which patch notes specifically refer to certain issue tracker issues, which are then described comprehensively for affacted customers).
One of the worst examples, which I remember and I am still able to find is the issue of (partial) blurry textures. One of the larger threads regarding this issue was this
one. I had to bookmark it because as a contributor it's not shown in "my reported issues". There had been several contributions by other users, there was even at least one longer reply by a 'frontier admin', i.e. member of the support team that things are investigated. Since ages, this issue is now marked as "expired", all other contributions and the frontier reply are no longer visible. Have they patched something? Have they given up? As a customer it's impossible to find out, it's just unclear.
All these major problems listed above have been adressed several times in every community sub-forum since the current system was established (only) in last May. It its intransparent, not easy to use and imo leads to more frustration than a pure reporting system.
If I was a manager at Frontier, I would invest in a new or overhaul of the current system, because it's definitely not a contribution to a positive customer experience. Maybe the quite new
@Jens Erik is interested in this matter?