They are probably lurking. And that's probably the best thing to do. It's been my experience on other boards, that things can get pretty out of hand (re:the Nancys, Robertos and Arturos and just plain "pi**ing matches"), and situations can quickly develop to where it can be a no-win situation for a Company, and it can come out looking worse than it went in...in a very public forum! Most companies that I know have been advised by their public relations departments/firms to monitor/lurk only in these forums to keep an eye on what's going on in the market, but to respond only when someone communicates directly with them privatly.