A healthy discussion is always good.
But I think companies are like people.
Nobody like to be bad mouthed, and many times they take it personal.
Also, many customers are used to being serviced by yelling and bad mouthing.
For example, a customer of ours came in shouting and yelling that our product was faulty.
To service this customer, they ended opening another box and replacing the "faulty" piece.
When they sent me the "faulty" piece I tested it, and there was nothing wrong with it.
It was all the customer's mistake (or what I call a CUE, Change User Error)
So not only did they replace a piece that wasn't defective, the rendered the second box unsell-able just because they panicked under the customer's yelling.
Generally, service is NOT good in the Middle East.
And the customer should have the right to express himself.
But where does neutrality stand?
Does the site have to be?
Does anybody else have to?
But a good discussion is good.
And it helps if you, as a retailer, is known within the community.
After all, you wouldn't understand the community's inside jokes.
You might even take offense to the occasional "lynch mob"
