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#71
When Virgin introduced their Tivo to the British public they had a lot of threads generated on their forum (which was official) but they also had design and development techs monitor the proceedings. They would address the public directly at times and explain why things were as they were and also keep tabs on calls for changes when stuff wasn't doing what was needed. Consequently, the Virgin Tivo system is as near to perfection as is possible now.
One of the responses I always encountered when complaining to manufacturers about their product was "You're the first complaint we've had!" Which is obviously because 99.9% of unhappy consumers simply switch to an alternative brand rather than waste their time trying to talk to manufacturers.