Closing posts vs Addressing the Problems

fulltimedaniel wrote:
I am sure it has occurred to more than a few of us Good Sam Club Members and Road Service members that GSE is squandering an opportunity here to address what are obviously ongoing systemic problems with both entities as evidenced by the complaints here on this site and on many review sites around the web.

In addition to responding to a particular members problem why not take the opportunity for some real communication with the broader membership that posts here about the obvious problems we all see and experience.

Take the opportunity to admit the problems, outline the company's efforts to resolve them and to give a peek into future efforts to avoid some of these problems that come up here all the time.

Give your customers the hope that at least GSE understands the problems and is addressing them in some larger systemic way.

Too often when someone from GSE has posted an answer or comment it is condescending and smells a bit of sarcasm and is too often just an exercise in "circling the wagons". I think the customers deserve better and I am sure someone who reads this agrees.

I really think a true respectful dialog with your happy and unhappy customers here would go a long way to increase the confidence level of us all and result in fewer complaints and bad word of mouth.

I am not sure GSE realizes the frustration that can occur when dealing with this huge corporation and it's often misleading and confused structure, offers and conflicting policies.

I think many are like me, they like the IDEA of Good Sam and Camping World but the reality is a bit difficult to deal with at times.

I do agree that it seems that no one is listening but they do respond to the OP and ask for a private call.
This would be the only way to initially respond since an open discussion about the matter could be considered a breech of privacy. If the OP wishes to share the outcome and resolution then that would be their right to make it public but the company could not do that with out express consent from the OP especially when it involves financial information.
Whenever you see in the news complaints about a company, their statement is always generic in nature because of privacy issues. It is always the individual who divulges the outcome unless an agreement to not disclose was part of the settlement.