Dear Jules Urbach,
I certainly understand you are a busy man, and OTOY has some seriously great tech. I do, however, have a serious problem with your product.
I have now purchased your fine Octane render product twice, believing your team to actually be telling the truth when they say they have plugin support for SketchUp working. Both times, it is beyond impossible to use. Please read the OTOY SketchUp forums. Your team has been trying for over 2 years now to release a stable version of the SketchUp plugin, and it now seems reasonable to assume it is beyond the technical capabilities for those you have assigned this task.
I, too, am a CEO. I understand providing customer support and authenticity when communicating with my customers. I find it difficult to understand why this project has been so mismanaged when you have obviously created stellar plugins and integration products for other software. You have already refunded my money once, and I waited until you released the newer version to purchase again, only to again be disappointed. I have waited patiently, weeks, then months and even a year for answers and the SketchUp forum is now mostly a ghost forum where one can almost hear the crickets chirping.
Please either pull the plugin altogether and refund every customer, or provide a plan on how you will attempt to actually deliver the promised product. It is only good business to treat your customers with such respect.