Glad you're not using any playbook. The commenter above us represents a growing sentiment worth considering. In my opinion, placating every negative feedback might backfire.
I'm trying to agree with the negative points (e.g. I fully agree that Element UX has historically been below par, hence all the work around Element X; elsewhere in the thread you can also see me agreeing about current & historical problems).
I'm not trying to dismiss them, but just explain that a) we did listen, b) we are listening, c) we're trying to fix it. Fwiw https://youtu.be/gHyHO3xPfQU?t=497 showcases what we've been doing. Perhaps I should leave all the "Matrix sucks" feedback unchallenged, but i'm trying to stand up for the work we've been doing to fix it.
