Quoted from netman63129:My customers don't get on a message board and repeat and/or complain about the same issue ad nauseum. What is the point of that...Your mama told you that the squeaky wheel gets the grease? I'd call it being a nuisance. Why create unnecessary drama and stress in everyone's life? Follow the proper protocol and be done with it.
As a manufacturer of goods it may sound like a nuisance to you to have customers sharing their complaints online. But if the "proper protocol" is not established and then adhered to by the manufacturer, then "be done with it" is poor advice for customers that actually want something done.
It sounds like you've developed a support system where your customers trust that a) if something is reported through a ticket, it will be addressed, and b) if it's not addressed quickly enough for their taste, they can call you and you will work with them directly. Presumably that trust was earned by your past performance in response to support requests. What leads you to believe that CGC has earned that level of trust from its customers?
Also, this one isn't CGC's fault, but anyone that uses the phrase "big boy pants" in any context other than a conversation with a potty-training two year old has only himself to blame when he is taken for a moron.