I've been complaining about this for a while now and I'd tend to agree here. The whole getsatisfaction service is sort of like a blackmail scheme to start out with: They try hard to attract all of your users to their site, to be the "Weebly support forum", and then users are disappointed when their requests aren't answered.
What's most annoying is that GetSatisfaction has a strong selection bias towards the users who have problems, and so it very negatively affects the image of the company. There is no way to respond to those users or fix their problems besides buying into the whole scam and doing support on their site.
FYI, their support system has so much more overhead than the one we use internally that I'd estimate our support costs would increase 2-3X by moving all of our support into their system.
What's most annoying is that GetSatisfaction has a strong selection bias towards the users who have problems, and so it very negatively affects the image of the company. There is no way to respond to those users or fix their problems besides buying into the whole scam and doing support on their site.
FYI, their support system has so much more overhead than the one we use internally that I'd estimate our support costs would increase 2-3X by moving all of our support into their system.