Let me start by declaring my interest here. The company I work for has recently decided to give our website a makeover. To do this we have engaged the services of a brand consultant and obviously a web designer. The big debate is whether we should have a facebook page or not. Our company exports about 75% of what we do and we do not sell directly to the public so our feeling is there is no real value in having a facebook page. But our brand consultant and web designer are challenging our thoughts in this regard. The logic that they put forward is that as soon as you use the Internet as an advertising medium this becomes a legitimate form of communication in both directions. The choice you have is whether you wish to provide the general public a platform to raise their issues or not. When it comes to complaints our company is no different to any other in that we need to know what people think about us and the important thing here is not so much whether they are right or not but what their perception is because after all this is your brand. The most convincing argument is that while in the past word of mouth was your brand the electronic reflection of your brand is now the prevailing one. The argument goes deeper you either engage in this by using it to assess and address the perception of your brand or you let it drift in the ether (at your peril they say!). This brings me to the Hub where there have been numerous threads where Hubbers complain about their negative experiences with service providers. We have a mixed bag of responses here with some using the OP's platform to put the boot in, others defending the service provider because their own positive experience has led to some brand loyalty. However, the response that intriques me most is the one that says that you are not entitled to raise the issue on the Hub unless you personally spoken to the service provider directly. This would seem to suggest that a complaint should be dealt with offline, now this might work if everybody did this. But as my consultants tell me those customers that don't have a platform or the relative protection of the anonymity that the web provides will revert to word of mouth with others to voice their complaint. This would mean that as a business you are not only unaware of what is being said about you but you are also unable to address this directly. I am keen to hear from you what you view is.