They are wasting my time by conning me into believing that I can interact with them and that they have support. I can't respect that. - joey

Joey, brands are finally starting to comprehend the concept of customer service. Just bring your business elsewhere :) - Mona Nomura

forums can be helpful for users to discuss their issues even when there is little activity from the company itself - Mike Chelen

MMO companies are notoriously bad with communicating with their customers. Then again, they also receive 100x more complaints in the forums and can't possibly make everyone happy. - Rodfather

A lot of companies have great customer service; maybe online customer service is new to many brands, but the company that sparked this thought runs several MMORPGs and has a large staff with multiple Twitter accounts designed as community managers set up regionally. They also have several ticket reporting systems that they ignore and announcement systems that they fail to use. Why bother prompting me to tweet you, file tickets in three places, and comment on your forum if you're just going to ignore me? I'd rather you not provide the mechanism if you aren't going to check it. - joey

You should blog and Tweet your complaints - call them out like I did @UnitedAirlines :) - Mona Nomura

Mike, that's very true, but I'd want to know what my users were complaining about and when there are ten threads bemoaning the lack of announcement for a server maintenance window on a Saturday night, I'd want to come up with a response to my users and work to ensure that next time I can fix that problem. Then again, in my role running operations, I was attentive to those details. - joey

Mona, I have a bit and have gotten no response, which just heightens the frustration. A friend works for a subsidiary and I don't want to irritate him, which is why I decided to vent over here instead :) And ooooh boy @UnitedAirlines. - joey

When it comes to all these fancy web apps, responses from the company will definitely keep me a happy user, even if they may not have a solution for me. The fact that they pay attention is a big plus. Same goes for pretty much everything else. Responding, even if you're just acknowledging a customer/user, shows that someone cares....or is at least attempting to pretend to care :) - Rahsheen ™, Coach Rah

Rasheen, that goes a long way for me, too. I don't need answers to everything, I just don't appreciate being asked to submit complaints or contact you in ten different places and then never hear back. Pretend to care if you want my money ;) - joey

I hate Comcast but I LOVE Frank! I also HATE Ford but Scott Monty RULES. - Mona Nomura

Yeah, Comcast is teh suck, but his attempts to resolve my situation once (which turned out to be our own fault), made me feel less upset about being a Comcast customer. - Rahsheen ™, Coach Rah