Hey brother you're welcome to share your experience and definitely encouraged to do so; but I do think our mileage and experience as business owners varies though lol (and we can both be our own judge of our own success.) Believe me, I do understand the value of good customer service (I've spent a good chunk of my life in CS,) but I do know boundaries too and how demanding customers can be with peoples time (and hey I get it, but there's a lot of ways to run a business, not just the way a consumer demands it to be.) I don't know what your experience was with the company prior (and that sucks if it was negative,) I've simply always had a good experience with them (and I'm an autopot user myself.)
It's not a requirement for vendors to actually represent on here.
@lunarman hit the nail on the head; forums are typically a time sink and most companies don't have the time/staff dedicated to staff them like we all would love to see. Some companies I talk to actually have dedicated social media people that help run accounts like these; others are just more interested in showing the products off in the hands of growers (and in virtually all cases, contacting the vendor direct through their own channels is going to be preferable, of course.)
We encourage all vendors to participate on the board; but it's up to them how time they can put in (and we don't hold it against them if they don't, life's a busy mother F'er, most people get that.)