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Well, I've known from experience a practice of reading the emails, but not replying to the ones to which there's no simple solution.
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Honestly, what's Bookeen supposed to do? Write a post "Folks, you're right! We goofed. We still do. Big time. We just don't seem to get the firmware done. If we remove one bug, two new pop up right away. Don't know when or if the firmware ever will be done. Sorry."
I would applaud to any company for such a straightforward honesty - and ask myself at the same time if they are in their right senses.
The "technical difficulties - please stand by" screen since early television days also works in the online world. Nobody has to know what doesn't work out. Just tell people that you are aware of the issue (not:
the problem) and are working on it.
And if somebody asks you when the improvement (never:
the bug fixing) will be out, answer "soon". If this is quite definitely about to happen, offer a date. But never ever sooner.
As much as it bugs me - the way Bookeen behaves is the only one I could advise.