In April 2010, I wrote a 帖子 about a Facebook challenge run 通过 Method, the home cleaning products purveyor. 如果粉丝数量达到1万，他们将给予50%的折扣奖励。 不幸的是，他们也面临着许多后勤方面的挑战，他们的墙上堆满了抱怨。

Last week they ran a similar 促销 when they hit 50,000 “likes.” That’s a lot of growth in 16 months.

Unfortunately, it seems Method didn’t learn from its mistakes. 虽然有很多表示感谢的帖子，但也有很多抱怨的帖子。 The 促销 code didn’t work for some. The people in customer service couldn’t help. 这样的例子不胜枚举。 People are even complaining about why Method isn’t responding to the complaints.

I don’t think any 品牌 should feel obligated to respond to each and every complaint on a Facebook wall. As Jonathan Salem Baskin pointed out in his comment to my last 帖子, people who “like” Method on Facebook may have never spent one cent on their products. But I do think a 帖子 to the community that acknowledges the issues people faced and explains the limitations of the 促销 is in order.

I also think it wasn’t the most thoughtful approach to issue the 促销 on the eve of Hurricane Irene. Method may be based in California, but many of its East Coast customers (myself included) weren’t able to log on to even know about the 促销. Couldn’t they have said they’d make the announcement about the 促销 once the hurricane subsided?

也许第三次就能如愿了。