...I know the feeling. What is it with IT staff these days? Oft times I find they have a condescending attitude towards us “unenlightened”¹ folk when we have a simple question or issue with software/hardware. Supposedly they are there to serve us, the users but sometimes I feel it is the other way around.
When I used to code for a living, I documented everything so anyone else after me would not be left fumbling in the dark. If someone in the company had difficulty with a new update, I would take the time to walk them though instead of just performing the keystrokes/mouse moves myself and expecting them to remember what I did. Maybe it was the “teacher” in me that wanted people to learn and wanted them to have confidence in what they did rather than feel inferior in my presence.
To me downtime meant wasted resources and revenue.
As has been mentioned elsewhere, they really need a team of pros to step in and get things working. If the new software has so many things it “cannot do” that other software (including the old site/forum) can, and which is forcing some of the negative changes in site policy and operation, then, maybe it is quite simply the wrong software for the job at hand. From what I’ve gleaned through reading posts and the FAQ, I would be very hesitant to use it for updating my site if I knew the changes it would cause would result in such furor and angst across my entire customer/community member base.
Yeah, the old software was maybe a chewing gum, duct tape, and bailing wire affair, but compared to what we are dealing with now (and for the future) it would actually be more of an “upgrade” if they went back to it.
¹ As I gave up coding seventeen years ago after the company I worked for was run into the ground by a new owner who was prone to critical errors in decision making, I now also consider myself one of the “unenlightened” since I never kept up with changes and trends.