Closing posts vs Addressing the Problems

toedtoes wrote:

fulltimedaniel wrote:

Old-Biscuit wrote:
More of a pot stirring post then one that actually expected GS to handle issue out in the public view.

1st off they do not have permission to do so from the OP of a post...hence the boiler plate response.
2nd they are not going to respond publicly to a OPs complaint in an open forum.
3rd forum is open for ALL to respond
4th Original OP can post outcome............but rarely do that even happen

While you and Toedtoes often disagree with me I still appreciate your input. However it would be really nice if you would take the time to actually read what I wrote.

My Original Post had NOTHING to do with individual complaints or GSE dealing with them. It was and is about GSE missing an opportunity to use this forum as a better tool for customer relations by addressing SYSTEMIC issues and how they are moving forward.

There is lots of room for them to discuss things about the company without getting into competitive details. (Not like CW GSE has any real competition anyway)

As a businessman, I'm sure you can see the difference between getting feedback from customers and having discussions on a public forum regarding their business practices. The latter is never going to be helpful to them and will most likely just aggravate a lot more customers.

The truth is, GS is probably not going to change their business practices due to this forum. This forum is more a place where they can pacify individual complaints and get that customer to come back and buy more stuff.

In this day and age, people shop differently than before. There seems to be a "I won't believe they're bad until they screw me over" attitude. So all the complaints seen on this website don't stop people from purchasing from GS. It's only when that individual gets screwed that they say "I won't buy from them again".

GS's strategy is simple: give those people a place owned by GS to complain and resolve their complaints on an individual basis so they will come back to buy again. They are depending on the 80% of disgruntled customers to just chalk it up to a bad day and forget about it, and they'll deal with the other 20% on a case-by-case basis.

It seems to be working for them, so why change it?

I think you're in a difficult place. As a retired businessman, you still see yourself in the role of improving business; but you're just a customer now. You aren't going to get the type of input in their business practices that you want. It's hard to step away and realize that you're not part of the action plan anymore, but it gets easier with time.

I do respect you for wanting to make a difference, but I think your time would be better spent working with charities, etc., who would appreciate your knowledge and advice. GS doesn't and isn't going to care what you or I think - they're going to do what THEY think is best for THEM.

I agree with almost all you say above and you make some very good points for sure. And I think you are right that GSE wont change their practices because of what appears here..or at least they would never admit to doing so.

I think the one place you misunderstood me was this: I didnt post this because I thought it would actually change anything or because I had any specific problem that bothered me. It was only that it did occur to me that a very good public relations tool was being underutilized. And in the right hands it could be so much more than just a sounding board for complaints.

I don't want input into their business practices or any role at all. I have been there and done that and I am happily out of the work-a-day world. I have been away from "the action" as you put it for many years and do not miss it one bit. I wouldn't go back to it even if given (a high paying) chance which I have and turned down firmly. Nor do I fancy myself a reformer as you imply. I just posed a rhetorical question and an idea.

It's often the case that companies have a great idea, like this site, but never take it to the next level.

But your statements about their reasoning are all true I am sure.