I'd like to get the following objection out of the way: The pages, twitter feeds, Instagram etc are all for the purposes of my rant their property and sure they have a right to do this but at what cost to the brand?
I only comment on watches I may actually buy or have an interest in. Just noticed another comment was removed from a company where I bought their watch that day and had issues.Rather than reaching out to assist me with my inquiry they deleted the comment. The result of which is that I have no interest in working with them to resolve my issue other than a refund. They could have engaged me, others could have seen that engagement and the company would look like people that took their support obligations seriously even if my situation couldn't be resolved it would at least show a fair attempt to do it. The comment was fair, was a response to another buyer that also experienced the same problem and silly me I didn't screenshot it because I honestly expected better:
Do the forums experience a trend towards companies that actually engage with customers versus those curating positive comments only?