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@Velocio
I've said before to them that if they want to engage with people directly that they can.
Some companies do this quite well, the question is basically: Is it spam, or are they just passionate about their product and talking to us to help improve it? We love the latter but not the former.
What sets aside companies that talk to us is how they handle it when (inevitably) someone slags off their product. Few companies have grace in light of such criticism, but that's where the big PR wins are had and where most of us come away with a ton of respect for a company.
When I've been asked by companies who want to talk to people via the board, I basically say all of that to them... go ahead, but stay the right side of spam and be calm and reasonable in the light of trolls who are slagging your product of. Very few companies then actually take me up on it because it's a hard thing to do, to actually engage with a large cycling community.
I do know that Torm do read this thread, they do take on-board all feedback left. So in some way they get to improve without risking confrontations. Can't blame them for being cautious about it, especially when you read the early part of the thread.