This is probably where our basic differences lie. I'm convinced there is nothing worse than the internet for communication. Also, to respond to every complaint, by internet, will simply encourage more customers to whine online in an attempt to get something out of the company.

Even though you are offended by the company not responding, many are offended when a company does respond, especially if the company makes absolutely any effort to put forth their side of the story. Many assume that what we read here, happens exactly like the poster says. Quite often, important details are left out and/or exagerated. Staying away from this type of interaction is in the companies' best interest. I've yet to see a company do poorly because they stay away from interent interactions. They door poorly when they fail to put forth a competitive product with competitive service.

I do agree that a personal communication would sometimes be effective, but it sounds like they already had one that didn't go too well. In addition, how is a company expected monitor all interent forums for anything said about them? There are dozens of hunting forums. They have a company to run, and with the many thousands of internet posts each day, that would be an enormous job. And in my opinion, a fruitless one.