So I'm in a similar situation to the two of you where I've been following and promoting them pretty much daily for the past 4 or 5 months. In this time there have been a series of blunders that just make me wonder what kind of operation they have going on there.
First thing that needs to be addressed, and this is immediately is the deplorable state of capsule.. Whoever you have writing that program, cut you losses and politely part ways. Take money and either acquire a program that is already functional or commission new programmers to build from the ground up. As a downloader, it's barely functional. The UI is just awkward with the way it handles installs. And herein lies the whole problem.. It's doesn't work!
Sure, you can download and play a game this way, but it's not properly installed. All capsule does is extract a zip file it downloads to a predetermined directory. There are no install files run, no windows registry entries created, etc.
I'll give 3 examples of games that required capsule, and as such broke the games.
1) The Witcher 2 (which they pulled off because they couldn't find a solution to this issue) This was an 11gb download that as stated above was the witcher 2 directory from a working install zipped and extracted to the capsule games folder. When you launched the game you were forced to use the default graphics settings and running the graphics config app that came with it didn't work. This is because the game was never installed properly. With the upcoming 2.0 patch that was just released, it would have made this install worthless as there would be no way for the 2.0 installer to find the installation.. since it was never installed, see what's happening here?
2) Bloodbowl legendary edition - This game leads to another big problem with capsule. The complete and utter lack of any kind of patching support. The way it installs games makes patching them impossible without literally manually pulling files out of patch install files and copying to the game folder. This again goes back to the fact that games are never installed. In the case of Blood Bowl after you go hunt down the latest patch and manually copy it to the game direct, the real problem lies in trying to use it online. using the key giving by GMG , attempting to log into their online service only to be given the message that "your version of the game is not eligible for online play" .. So , that was that.
3) Driver SF : Another issue where their horrible install mechanic breaks games. There was a new patch released coming up on a week ago that has completely broke the game for their customers. Someone on the forum posted a workaround that involved extracting jar files to pull certain updated files from.. Their was response has essentially been "we're waiting on word from Ubisoft" .. So in other words a complete lack of ability to fix this problem, and one could assume a complete lack of understand as to why this is technically happening.
There are also a lot of problems with getting games released on time. They are set to download at a certain time in capsule, but when that time comes and you try to download them it either crashes the program or just sits theres doing nothing. This is because the people in charge of uploading the file I guess didn't do it.. Sengoku is a good example of this when it was released they promoted it on all the social media sites, went home for the weekend and literally forgot to activate the download on their end. This caused my capsule to crash on launch instantly for the next 3 days until there was actually something on their end to download from.. Poor programming, mind boggling incompetence for a supposed big operation.
All these technical issues just frustrate me, and I'll definitely be sticking with steam only titles in the future unless they work out some way to get the games they sell to work. The big thing that is kind of mind boggling is how they keep messing up these contracts? Like you were saying, the left hand does not know what the right is doing there.. Nor is there a hand inspector in place to make sure things operate smoothly is seems.
I don't mean to be overly critical, I really do have a lot of good will built up towards them. Even before they started getting more popular this year, I was feeling like I won the lottery of christmas nabbing Civ 5 for $20 (when it was $50 everywhere else) and getting some good trade in values. They still have a lot of potential, but they're trying to portray themselves as one thing, but just falling on their faces left and right while the spotlight is on them.
I'm more worried that the latest move of deleting all posts related to EA (lest there possibly be something negative said about them), shutting down the forums for the weekend, and censoring their social media pages are going to really make a lot of people angry.
My really quick suggestion for them.. Go the GamersGate model, just download the installers and give the key, links to patches and any other relevant files through the website. Scrap capsule, it's garbage in its current form. I understand you need a means of using securom, that's how you are able to revoke access with the trade-ins, but if that means breaking tons of games to make it happen, maybe you should start to think of another way to do it. The idea is great, it just doesn't work.