Does building your reputation include customer service?

Obviously not.

What does it take to get Quinstreet/JupiterMedia/WebMediaBrands to respond to customer complaints?

Quinstreet owns JupiterMedia aka WebMediaBrands. I've made several inquiries and complaints to JupiterMedia about my defective Guestbook. I recently renewed it but it doesn't work. My requests for service are ignored.

After reading the Wikipedia article about the layoffs at WebMediaBrands and JupiterMedia, it appears that perhaps Quinstreet/WebMediaBrands has a "morale" problem.

That will certainly affect Quinstreet's reputation.

If Quinstreet/JupiterMedia/WebMediaBrands, or whatever their name is, can't fix my Guestbook service, or doesn't want to fix it then they should simply refund my money and I'll seek service elsewhere.

If you charge for a "service" and don't perform that service, then it's a SCAM. So, while I await "service" of the product I purchased, or a refund, I'm making their lack of customer support a topic on the "scams" websites.