The key dispute here is not about having a forum for individuals to provide support for each other and discuss issues with the company regardless of the company

The key dispute here is not about having a forum for individuals to provide support for each other and discuss issues with the company regardless of the company's involvement. I don't think that 37signals would argue over a resource like that. The dispute comes when GS presents themselves as the authoritative source for customer service for a company, especially when that company all ready cares deeply about their customers and tries to provide support elsewhere. Accountability good, deception bad. It's a tough balance to strike for GS. Obviously they want to appear as the authority thus attracting customers and companies, but they risk alienating companies that have their own methods of triaging support issues.