Our users HATED it at first. We’ve only been up 3 days, but most have come around.
Our original forum was a pretty terrible home-rolled mini-forum. Only showed 5 topics at a time, only showed the first 3 replies to a topic until you clicked on “read All Comments”, had a 300 character limit, all text, literally no other info on the page besides posts, username, and timestamps. Oh, and its all wrapped in a terrible 2009 fake iphone UI design because its mostly used on mobile phones. We started having to restrict the amount of topics available to just the last two days because the users used it so much that it was literally accounting for half of our infrastructure costs. This meant chats would roll off the main screen to like page 20 if someone didnt reply in it for 5 minutes, making it near impossible to ever find anything.
So I thought a new forum with clear categories, great replying features, images, links, a search feature, etc, would be welcome by all.
Nope. The first day was like I told them all I had just kidnapped their first born. It was a super depressing day for me.
After a few days, once theyve found their way around, figured out the green post count box is also a nav box, learned how to quote, tag, use emoji, etc (and also with the help of a few custom badges), I think a lot of people are enjoying it more now.
Like Jeff said, its just a resistance to change, and our user base specifically (adult-aged Disney Theme Park fans) is probably even more resistant than other demographics.
We still have issues popping up with people using their Kindle (guessing its the Silk browser having issues), and some random iPhone 4 and 5 page loading issues that seem to pop up more often for users using 3G and 4G (which is frustrating because thats like 40% of our user base), but for the most part, if you provide fast and detailed answers to any questions, I’ve found that helps out a LOT. Explaining how replies show up at the bottom and are nested in different places, explaining the green nav, etc.