I find GetSatisfaction, a Web 2.0 start up that aims to connect companies with consumers quite a refreshing idea. I thought this is a great idea, where users can submit ideas, problems and questions to any companies that care to listen.
In the past user forums have sprung up everywhere focusing on particular products, and those that en-mass enough users do get representatives from respective companies to answer some of the questions/feedbacks/complaints from fellow users. Whirlpool comes to mind, where it started off as a forum and news bulletin dedicated to broadband internet for Australia, very quickly as the user base expanded, so have the forums and the topics, from fridges to the latest Hunda CRV to the best bluetooth headset for your mobile phone… The list well goes on 
Now back to GetSatisfaction, many companies have already created accounts where their employees can provide that direct representation. This is a great example where users that participate get immediate value for themselves, either by getting your questions answered, or learning new tricks from others who have used the same products. Needless to say, not all companies will openly embrace this, after all, it takes a great deal of courage from the corporations to meet its customers at the coal face, the consumers market is getting more and more transparent. Judging from the growing list of companies that there, it clearly leans more towards the technology and consumer electronics sectors rather than the traditional businesses… Things will catch on I am sure
I wish GetSatisfaction all the best, for I have already used it to rant about my Treo 680 phone to the company Palm. Now Palm are you listening?
~paul