SD is a very good product but can be a bit of a Pied Piper. If you look at the developmental history they astutely engaged the market from the outset, thus encouraging a sense of community ownership from the outset. Unfortunately, if someone questions the direction there are enough loyal followers who will shoot you down before you even get to the company.
Don't get me wrong SD is very good, but the reality is that other products are as good/catching-up/better in some areas. If SD is to retain the market share, it needs to continue development, take a foray into proper IFR stuff (rather than providing a few charts) and keep it's competitive pricing. Furthermore, like any business, one bit of bad press, in this case customer service, has a disproportionate impact. One would hope that Tim Dawson has an eye on all the flying forums, not just the one frequented by SD disciples.
Like Duchess Driver, I now use Foreflight which is a far more polished product and will, if they ever choose to fully embrace the European VFR market, knock SD for six. Garmin Pilot is also worthy of mention here.