Such a nice post against GetSatisfaction! Good work Jason!

I read Jason's post too and I agree with a lot of it.

If you're interested to follow, or maybe even participate in, how GS is addressing this problem (and I honestly believe they will do so properly) please visit this link.

I agree, great job Jason. I knew that this would happen eventually if a site let customers setup a hosted support site that looked like the official one...

Did anyone miss the Unofficial Customer Support Community for 37signals title at the top?

@Andy

No, that was added recently, but it's much better now that 37signal's logos and trademarks are gone. Kudos to them for doing that.

:)

Was anyone actually confused by this, or is this just 37 Signals complaint?

I'm still waiting for my questions in their forums to be answered...

I love their products (Highrise), and I religiously tell people about it, but tech support is not their strongpoint, which is why I always posted stuff here...

I reckon it's just 37 Signals on their high horse...

Yeah, seems like a weird reaction to me.

I'd rather they spent more time engaging us on our questions, concerns, and product feedback :-)

I know they have their own support forums, and I've never gotten any useful responses from them.

Why do you think I cam here instead?

That seems like a rather narrow approach to things.

I left a closed inactive forum for a broader community completely based around customer service, which had proven quite useful for dozens of other software applications I use. At least here, its public/transparent, and people could see my questions were going unanswered.

This wasn't something I did recently, I did it a long time ago as soon as I realized that I wasn't going to get answers in their forum.

The lack of response wasn't the only reason I left. I hate registering for each and every proprietary "tech support" forum, and I refuse to go back to the forum every ten minutes just to check if my questions have been answered.

Its a question of convenience, and I hope this debacle will have stirred up some better solutions....

Steal away? No one stole anything!

I came here of my own free will with the hopes of getting my questions answered, or forcing 37 Signals to take notice, which is exactly what happened. I wasn't confused, I knew that 37 Signals had no presence here, but it was worth a shot since I certainly wasn't making any progress in their forums...

I don't understand why you think I, as a customer of 37 Signals (I use Highrise and love it!), I am required to do anything at all? They can't force me to register and use their forums.

I found a thing that works for me when it comes to tech support, Get Satisfaction, and I'm sticking to it. Why else would I have started using it to ask questions about 37 Signals? I'd used it before, it worked, and it was better than their forums.

"37signals doesn't like this site. They offer support here grudgingly. So you won't get help here."

Hi unalone:

I have no experience with the official support forums of 37Signals, and you are of course correct to say that any support offered in forums other than 37Signals' official forum is "unofficial", but it is still very likely that a 37Signals product user could get support and help here on GS.

GS operates on the principle of "direct support" - those who can give support, do so. Since this is supposed to be a community of users of the products in question, what happens is all the users who care to, may offer help and support to each other alongside any "company reps" who may be participating in here (grudgingly or otherwise).

That makes sense.

I don't think there are any "company reps" here at all:
http://getsatisfaction.com/37signals/...

But i have had more engaging conversations here about 37 Signals than on their own forums!

Also, just realized that their forums are not for Customer Support, so it was probably my bad for asking questions there.