Your ActiveSync strategy focused entirely on preserving existing customers. It amounted to telling them that they could get support from third parties while you took your time to develop a bloated, multi-purpose, synchronization gateway. Who thought this was a good idea for wooing new customers to GroupWise? You should have had programmers working around the clock as soon as it was apparent that the iPhone was going to be a runaway success. Your competitors did. They even managed to implement it without Novell's much-touted Microsoft partnership. (Yes, we all know about Nokia. That excuse buys you 6 months, not enough time to debunk the claims of the global warming extremists.)
Novell should stop worrying so much about preserving its existing customer base and look for ways to offer things your competitors aren't. You can start by eliminating the need and COST for third party solutions for fundamental features like anti-SPAM and anti-virus scanning. Take that consideration out of the equation like the online providers have done.
Don't sit still. If you keep going like this you won't have to worry about hearing from disgruntled customers.