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See, this bothers me. You can't hide behind the "we're not professionals. We only do this part time" excuse when you've already taken people's money. If you're making a game and have no idea when it will be done, you don't charge people ahead of time for it. That way, you owe nothing to no one and are under no pressure.
However, when you tell people to pre-order or lose out and then take their money, you no longer have the luxury of working under a relaxed schedule. People have already paid (in full) for a product, and you owe them. I know the circumstances under which this game is being produced, and I have every reason to believe that it will be released and be great. I just don't think you can hide behind the amateur facade when you're charging people like you're a company. You took their money? You have to deal with their feedback.
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The whole "It's an indie game, it's an investment, show your support, they're not professionals" argument is irrelevant. They already have our money at a full priced pre-order, how is that not the ultimate support?