Sublime once had genuinely amazing support. The solution to scaling that with the product's popularity has apparently been to drop it on the floor. Expect bug reports to go unanswered for months.
It seems to have been a victim of its own success. In the run up to the final ST2 release, we saw a string of new releases showing often subtle but useful improvements (and breaking a couple of things irritatingly as well). After the ST2 release, that stream of improvements just seemed to dry up, and now it turns out a paid upgrade model is being used. I don't mind that for new features, but for obvious bugs, in a premium product (which any text editor that costs real money is, given the competition), that got-your-money-now attitude does grate. This remains true even if the amount of money itself is small and it was an easy decision to buy it in the first place (and would be for the upgrade, if I had any confidence it wouldn't go the same way, which I no longer do).
I think it's just a matter of what's deemed important. I posted a bug on the forums, got a reply, and within the next update it was fixed.
Yes, sometimes I think jps intentionally ignores bug reports that are not in the Technical support forum. ;) that said, ST lacks a coherent stratgey to collect and evaluate bug reports and feature requests. There's a technical support forum, but that can mean anything from "how do I do X" to "Here's a bug" to "I want the API to do this". It needs a bug report flow with clear rules, like you need to add the steps to reproduce, and a status indicator such as acknowleged, wontfix, the option to reference duplicates etc. User Echo kind of works for feature requests, but it seems to be abandonded as well. There's now a community bug tracking project, but jps has been silent on that too. I know it's not easy to handle support, but there's a lot of room for improvement here.
Agreed. I had searched for a couple minutes to make sure I was putting the bug in the right place when I reported it. And even then there was no great way to search that it wasn't a duplicate considering how easy it is for forum posts to collide on a search.