I can’t speak for the exact issues you’re referencing without looking at the support tickets, but yes, some bugs receive higher priority than others. Our dev and data science teams are small and priorities get shifted around occasionally as other issues arise. Some bugs break more than others and those must receive priority. We also have to constantly assess the reach of a bug. Priority tends to be given to bugs affecting the widest set of users over isolated, device-specific issues.
I hear your complaint about new features. There’s always a balance to strike between fixing what’s current and building stuff anew. That’s not unique to us (I had some banging-my-head-on-the-table moments this weekend with some audio software that got updated without fixing certain issues first). We’re always keeping that division in mind and re-assessing what deserves resources. Still, even while we’ve been building new app features, we’re still pushing out bug fixes (see the three patches to v23 as an example, but many more happen behind the scenes that never receive release notes). All that said, discovery is more in the realm of the data science team. While the software team has been working on new app releases, the DS team is constantly focused on improving device detection. While they certainly have their hand in the app side of things, their work on the core functions of the Sense app has in no way been hindered by recent app updates. It’s worth mentioning too that fixes here do not come easy. It’s not a simple matter of the DS team flicking a backend switch and suddenly devices can start popping up. Detection fixes require a lot of attention and a lot of data. Those two things can take a fair amount of time. Support could have been more transparent about this upfront and I’ll be sure to pass your feedback along to the relevant teams here.
Lastly, in many cases, newly released features have been all about improving device detection. Philips Hue and the smart plug release immediately come to mind here. These took a ton of dev resources, but they’re giving us fantastic data to improve device detection for everybody. We already have a lot of ground truth data rolling in from smart plugs and the DS team can’t wait to get their hands on more.
Sorry for the incredibly lengthy response, but I get the frustration. Most of us here use Sense as well and deal with the same bugs. Luckily, device detection issues as bad as yours are rare, but they do happen. Homes vary and devices vary and these can really get in the way of a good device detection experience. If you’d like to discuss further, shoot me a PM.