As the owner of many Sog Knives, both old and new. I disagree,
First lets start with the definition of Forum
Definition of FORUM
1
a : the marketplace or public place of an ancient Roman city forming the center of judicial and public business
b : a public meeting place for open discussion
c : a medium (as a newspaper or online service) of open discussion or expression of ideas
2
: a judicial body or assembly : court
3
a : a public meeting or lecture involving audience discussion
I believe this and any forum is for the discussion of a related subject. I do not see where it all has to be good. It has been my experience that where folks seek to control what is said, and only portray the good. It usually means there are issues that need to be addressed. I think that bares itself out worldwide. I do not think that forums are designed solely to devote praise to it's sponsor. That is an infomercial not a forum.
But I also agree.
First off I think a complaint should be specific.
Not just a shotgun blast of it's all bad.
But rather a specific "First Hand Account" of your problem. Not my cousin Ernie said his was bad.
Handling it through the dealer or company of origin is great, but it serves no purpose to educate customers that will unwittingly follow the same path. And ultimately need the same help.
I am in sales, and to me a problem is nothing more than an opportunity to help someone be happy. I sell construction Equipment, so sometimes I have Million Dollar Problems. Studies have shown that a customer who is helped to a satisfactory resolution of a problem, has a higher likelihood of additional "Loyalty" purchases than someone who never had a problem in the first place. So problems can be a very good thing if handled properly.
I am living proof. I had an issue. Sog and Chris are, at this very moment, working to help me solve it. In a very professional manner. I could not be more pleased with their assistance. So my bad story likely will turn into a great story.
The last piece of the puzzle is to update if your problem has been resolved. So many people log on and complain, get satisfaction and never return to say they are happy because someone stepped up to the plate and took care of them. That leaves the next person only seeing the bad.
Real honest complaints should not worry a good company. Because they should not have that many. If they do, they need to know about them. Ultimately if they have too many it won't matter in the long run anyway.
Its a win/win situation. I firmly believe that everyone at Sog wants to do an excellent job. And we want to purchase their products and be loyal customers. It just takes some fine tuning to make it work for everyone. No one picks up a Violin and sounds good right off the bat. But that doesn't mean you don't keep trying.
Sog built it's reputation on no nonsense knives for no nonsense people. It's up to them to ultimately choose their future direction. It's up to us as their customers to decide if we like that direction. Only time will tell if it was the right one.