alt Hacker News> this is a glorified side project
Personally I'd guess this is a big part of the issue. If this is a glorified side project, you really don't / can't care _too_ much about everything. I don't mean that as a criticism, it's just if you have little time to give the product will improve little, and the customers will get a just-ok experience. It's not surprising that translates poorly to customers. People like devotion; luke-warm commitment is dissapointing.
On the contrary I care a great deal, an unreasonable amount really, but since it isn't my primary gig my time is limited and I have to try to spend it where it is most effective.