I wish I could share your optimism, but I think the 22 posts were because their brand ambassador got his feelings hurt. If they cared about the people on this forum, it would not have taken 2 years for them to engage. Jimislash and Stickman have been active here, so GSM knew we were here all along.
I wouldn't describe myself as optimistic. I don't actually expect things to get better.
It's certainly possible my interpretation of events gives GSM too much credit, without a doubt I think the rep joined and was acting in the interest of GSM, and not in the interests of the members here. But never the less, they felt the need to join, and interact on this forum. So maybe they do actually care what we think, if only in regards to how it might affect sales.
And if there's one thing we can count on when it comes to corporate America- they care a lot about sales. So maybe if they do some reading here, and come to the realization that good customer service matters more than they thought, and that it could actually affect sales, maybe customer service will improve. After all, the idea that good customer service is good for business (sales) is not a new or obscure concept.
But of course, those are some BIG "maybe's".