A couple of years ago I discovered the joys of knife related forums like Bladeforums, Knifeforums, BushcraftUSA, Bristishblades, etc.
One thing I have noticed is that some manufacturer forums, like the Bark River forum in Knifeforums censor, edit and delete content that is negative towards their product, even though comments may represent the truth and be presented in a respectful manner.
As matter of fact, I've witnessed moderaters in the Bark River forum (such as Sharpshooter, aka Reid Hyken for example) bait people in order to emotionally provoke them into breaking the forum rules simply as an excuse to ban them.
One of the reason's I think this happens is that they try to protect their brand from negative exposure. Recently, Mike Stewart, owner of Bark River knives has declared in the forums that they will delete any post that contains issues or problems regarding their knives. I find this lack of transperancy disturbing, and wonder exactly what they are trying to hide. And even though a company like Bark River has a fairly decent "no questions asked" warranty policy, I'm wondering if attempting to protect their brand will end up alienating their customer base.
I would argue that it would be in the interest of both consumers and busnesses to encourage open communication in their online forums. If a product were to fail or be defective, not only can people address their problems in public, but manufacturers can also show publicly how they handle customer service. It should, and can be a win/win situation for all involved.
As a consumer, I understand that mistakes can occur and as long as its taken care of in a professional, expediant manner, that's fine. It worries me when a company tries to protect its public image by silencing the free speech those who would purchase and use their products. It seems to me the purpose of these online forums, like what I've seen Bladeforums promotes, is to encourage open and free speech, in a respectful, truthful, mutually beneficial environment.
One thing I have noticed is that some manufacturer forums, like the Bark River forum in Knifeforums censor, edit and delete content that is negative towards their product, even though comments may represent the truth and be presented in a respectful manner.
As matter of fact, I've witnessed moderaters in the Bark River forum (such as Sharpshooter, aka Reid Hyken for example) bait people in order to emotionally provoke them into breaking the forum rules simply as an excuse to ban them.
One of the reason's I think this happens is that they try to protect their brand from negative exposure. Recently, Mike Stewart, owner of Bark River knives has declared in the forums that they will delete any post that contains issues or problems regarding their knives. I find this lack of transperancy disturbing, and wonder exactly what they are trying to hide. And even though a company like Bark River has a fairly decent "no questions asked" warranty policy, I'm wondering if attempting to protect their brand will end up alienating their customer base.
I would argue that it would be in the interest of both consumers and busnesses to encourage open communication in their online forums. If a product were to fail or be defective, not only can people address their problems in public, but manufacturers can also show publicly how they handle customer service. It should, and can be a win/win situation for all involved.
As a consumer, I understand that mistakes can occur and as long as its taken care of in a professional, expediant manner, that's fine. It worries me when a company tries to protect its public image by silencing the free speech those who would purchase and use their products. It seems to me the purpose of these online forums, like what I've seen Bladeforums promotes, is to encourage open and free speech, in a respectful, truthful, mutually beneficial environment.
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