4 ms·

If there are tons of people using GS's unofficial support forums instead of your own, that tells you that your system is broken, and needs to be repaired. SNAP

• pxlpshr 18y ago
  Ok ok, I should have provided more substance in my post. Thank you for spanking me HN. :) Certainly I don't feel 37signals customer support is broken, but there is a point in that quote: Would it have really been that difficult for Jason to have his people monitor a customer-created Get Satisfaction page too? Honestly, he's probably wasted at least two full work days writing these posts — which could have been direct-from-the-founder responses to a lot of customers while he picked up the phone and had a talk with GS team. After all, all the link-backs from GS to 37signals is only going to boost their SEO overtime. There are a lot of benefits to GS that 37signals ignores in favor of an ego-driven tantrum that has turned me off yet again. For the record, I am both a 37signals and GS customer.
  • Semiapies 18y ago
    I think the premise here is that it's better to stop this sort of exploitation through some short-term action than to pay off GS over the long term.
  • trapper 18y ago
    Shouldn't whether a company CHOOSES to do it be their choice? The law would say yes. I'm betting a bigco will C&D them in the near future if they don't make it company-opt-in.
  • ricree 18y ago
    How far does this extend, though? It's all well and great to say that they can monitor any one third party support site, but Get Satisfaction isn't the only one out there. Should companies really be expected to go monitor every third party support site that decides that they're going to post a page?