Is there a point of having support forums if you're not going to have official replies to the questions posted.
To me that just shows that no one cares about the product.
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Facebook also always argues that „sorry having humans monitor all Facebook posts would mean we would go out of business!“
Well, then maybe you should go out of business? :-)
Or at least have gotten too big and should be split up?
Scale becomes an excuse for avoiding responsibility, whereas unfulfillable responsibilities should be a reason to not scale.