The Soylent folks have said on multiple occasions how they are hiring just as fast as they can and that they are severely short-handed on customer service reps. They don’t even do any support in the forum anymore because they can’t dedicate anyone to staying on top of it. There are some unpaid volunteer mods here, but all they really are for is moderating/closing threads that get out of hand.
It seems to me like a no brainer to hire customer service people from within the forum. There is absolutely no need for them to be on-site in the corporate offices - it’s 2015 for crying out loud folks. I think they would find no more loyal, dedicated, or passionate help than some of the active participants in this forum. If they had someone whose job was dedicated to forum support - i.e. seeing customer complaints and reaching out to that customer personally, looking up their order details, phoning them, changing information as required, confirming re-orders, etc. - I suspect things would be a LOT less grumpy around here, and there would be a whole lot more good will towards Rosa Labs as a company, and enthusiasm about Soylent in general.
I can’t fathom a good reason why this hasn’t happened already. I’ve even seen multiple people volunteer for the job! It would be an awfully cheap solution in the long run for RL.
Come on folks… something needs to give. Seriously.