I’ve also done both, and I found both kinds of users in both situations. There have been cases on the commercial front where I just felt like giving customers their money back, even after years of having used the software, and told them to not come back. There’s a lot of entitlement and craziness from paying users too, and those are harder to ignore. With open-source it’s much simpler to drive a hard line.
My “favourites” are the ones threatening to abandon the tool, despite having never made a single positive contribution. On open-source that’s an easy laugh and a “good riddance”. On commercial cases it’s more frustrating and nuanced.
I disagree willingness to pay is that meaningful of a filter, in the cases I experienced. And it’s getting worse; many people are getting too impatient and act like everyone works for them specifically and only their needs matter.
> There’s a lot of entitlement and craziness from paying users too, and those are harder to ignore.
Somebody paying for your product is very strong signal. You know that such a person represents real world use cases for your product, and that their issues and feature requests are based on real world problems. Otherwise the chances are low that they would be paying for the software.
So helping them with what they want could mean that you've just tipped the scale enough for hundreds or thousands of people to become new customers.
And of course you should give them their money back to get rid of them if they're any kind of headache. Or tell them that their requested feature will be in the next versions, which is a new purchase.
> So helping them with what they want could mean that you've just tipped the scale enough for hundreds or thousands of people to become new customers.
Sure, if the request is reasonable and sensical. I entertain those and even help them formulate the request better if needed. That’s true of both commercial and open-source.
But I’m more talking about the users who demand features. Those who say the tool needs to have whatever idea they just thought of 2 minutes ago, despite no one else ever having asked for it and it not really making sense. Those users who only think of themselves and suggest features which require fundamental changes which would modify the behaviour for everyone, or the feature is in itself contradictory and there’s no way it could work.
No other customers asking for the feature is not a signal that its not wanted by many others. Other people suggesting the same thing is a terrible measurement, as suggestions from paying users is already an incredibly small amount of users and some users may just thing it would be nice but not enough to warrant sending in a request. For example: it would be nice if I had a one-click export of my favorites on HN to a markdown. I'm not going to write to them to suggest it because it's not a big deal, but that doesn't mean it wouldn't improve my experience using the the product.
> Those who say the tool needs to have whatever idea they just thought of 2 minutes ago, despite no one else ever having asked for it and it not really making sense.
If no one is bothered enough by the lack of the feature to mention it, then the software doesn’t need it. And you’re ignoring the “and it not really making sense” part. If a feature is well-reasoned and makes sense in scope, I always consider it.
Suggestions from paying users are the only suggestions which have any value, since they represent the type of people who are willing to pay for the software.
If you have users who aren't paying you, there is no reason at all to pay any heed to what they say.
There’s no cost to me to stop an entitled disruptive user with zero positive contributions from destabilising the project. No cost to my volunteers either. The opposite is true in both cases; removing that user is a net benefit and I’ve done so in the past specifically to protect the experience of the volunteers.
As for tokens, there have been exactly zero cases where someone has submitted LLM code to one of my repos that has been up to my standards and I have accepted it. Yes, I can say that with certainty. If I wanted LLM code I’d ask for it myself, having an intermediary in that process is worse than useless.
> There’s no cost to me to stop an entitled disruptive user with zero positive contributions from destabilising the project.
Having to spend time reviewing a PR or issue is “no cost”?
I’m not convinced yet.
> As for tokens
I did not mean LLM contributions…I meant using AI tools to automate the reviews of contributions and users you seem to think cost no time or attention, but I do..
Yes, all of them if you want to. It's 100% up to you whether and how you deal with other people and their contributions, and it's completely orthogonal to being FLOSS or using a git hosting.
That's just one way to do it. Even if you let them send you PRs or whatever, you can still act on them or not depending on how they behave, your available resources, health, mood or just whim. You don't owe anyone anything and "creating a community around a project" is not a goal you have to be striving for regardless of whether you take contributions or provide some user support or not.
My “favourites” are the ones threatening to abandon the tool, despite having never made a single positive contribution. On open-source that’s an easy laugh and a “good riddance”. On commercial cases it’s more frustrating and nuanced.
I disagree willingness to pay is that meaningful of a filter, in the cases I experienced. And it’s getting worse; many people are getting too impatient and act like everyone works for them specifically and only their needs matter.