I’m afraid sometimes the “customers” lose themselves as well.
One of the threads I suspect you’re talking about is the SACD ISO thread. Roon have taken what I think is a clear and pragmatic approach regarding metadata and ISOs (it can’t be denied that DSF is a better medium for accurate identification and tagging), yet a small number of people take a very dogmatic approach regarding these files. Trying to explain this to people who seemingly don’t want to hear made this thread what it was. The entirely reasonable questions you mention were, I agree, entirely reasonable but they had been asked before and answered. The thread could have been locked but I can’t blame the mods for not doing so. Over-modding is a dangerous thing.
When people start talking about “deal breakers” I do worry slightly. Roon have always (in my view) under-promised and over-delivered, which is how it should be. They’ve also been clear in their approach to a lot of issues. This is entirely their prerogative. Equally “customers” have the right to choose what system to use. However to metaphorically storm out the room seems, well, a little over melodramatic perhaps? I wonder how many customers were lost who hadn’t already decided to leave?
Personally I had invested a very serious amount of time in my Sooloos tagging, however I was prepared to walk away from this as I recognised that Roon was able to get me further towards where I wanted to get to than staying with Sooloos. Sure it’s cost me more but I’m prepared to accept lost time and compromise if that’s what I need to do to go forward. There is no perfect system but for me and a lot of others Roon does seem to take us further. If I have to split my ISOs so be it. I keep the originals for when multichannel comes though and if ISO playback does come it’s very simple to tag and delete the split DSF files.