I have an experience working in a company that moderates forum. There are some reasons why the staffs are not always answer when they got tagged in the forum.
- They are staff of the company which means they got SOP of how to deal with you guys.
- They have to be careful of what will they write, since it will accomodates the company, anything they said can be used and will be used against them in legal substance.
- They need approvals from their superiors before posting something especially anything outside the SOP.
- Their job mostly are taking notes of what is viral (example : dpk system) then forward it to their superiors.
- They can not make any decision about our problem, they simply announce the result of head divisions meeting that allowed to be published.
- They don’t have time to read ****. They will pick the most crucial problems to read.
- They are not watching forums all day, they have meetings, reports, etc in work time.
- They already noticed your problems, before you posted it or others already told them.
And lots of other reasons~