Hacker News Reader

Yeah, which is why I think it's important to draw a line between a frustrated user (has genuine issues with his use of the product, can be turned by fixing them), a casual troll (reposts some bad feedback because he thinks it's funny) and a hater (malicious, bad faith, communication not recommended)

View on HN

With my old saas app (now sold, and then the new owner killed it) I used to love getting angry emails. Almost every time the user ended up turning into an advocate and product champion. I don't know if they were "haters" per-se but they were almost always suprised to get an email back from a real person who cared about their concerns, and over time they changed their opinion. That may just be an artifact of early saas in 2010. Not sure if the same thing can happen these days.

Reply on news.ycombinator.com