"If there are tons of people using GS's unofficial support forums instead of your own, that tells you that your system is broken, and needs to be repaired."
Or it means that they have good placement on google results. When I search for "37signals help", the third result is the getsatisfaction page.
Now, in this case the actual 37signals page came up first, but 37signals receives a fair amount of incoming links due to the popularity of their blog. In the case of a company that doesn't play quite as well with PageRank, might getsatisfaction be the number one result? It doesn't seem that unreasonable that some people might end up there instead of the actual support avenues.
Or it means that they have good placement on google results. When I search for "37signals help", the third result is the getsatisfaction page.
Now, in this case the actual 37signals page came up first, but 37signals receives a fair amount of incoming links due to the popularity of their blog. In the case of a company that doesn't play quite as well with PageRank, might getsatisfaction be the number one result? It doesn't seem that unreasonable that some people might end up there instead of the actual support avenues.