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Other companies that either have their own forum, or a third-party forum exists, have one of their employees participate in the forum and answer questions and relay customer concerns back to the company.
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The point that I was trying to make it how far we as customers have to go for getting information on our orders. If they would acknowledge a third-party forum as being an "official mean of support and/or information" I would absolutely root for it. (Although, that's almost never likely to happen. Companies want to have control over their own stuff).