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about customer-keeper disputes and resulting reports/complaints

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发表于 2013-11-8 23:48:52 | 显示全部楼层 |阅读模式
此帖並非針對任何人, 請勿對號入座.

In the past there have been cases where members (both Chinese and non-Chinese) wrote negative reports that complained about some aspect of a garage or MM's customer service. Subsequent, forum admin would received a message from either the customer, or garage/MM, or often times both parties, informing that the matter has been resolved to the satisfaction of both parties and jointly request (from both customer & garage/MM) to delete the negative report.

What we (forum admin) wish to express is that we welcome any reports here, positive or negative, as long as it is truthful. However, we warn against trying to use reports on this forum as a bargaining chip. It is ridiculous how some customers & garages/MMs feel they have the right to demand us to delete a certain review just because both of them agreed to it. Let me say right here, that it is the sole discretion of Sex747 admin to decide what to delete. We will not be used as a bargaining chip.

It is further unreasonable to leave the forum bearing the unfair blame of censoring information, or accusations of conflict of interest by protecting advertisers; whereas both the customer and the garage/MM makes a deal and each gotten what they want.
What usually happens (in the past) is the keeper offers a deal (or bribe) to the customer to have the review retracted. So the keeper wins (no bad publicity), customer wins (gets his money more and maybe more), but everybody else loses because the truth gets buried, and 747 gets unfairly blamed for it.

To summarize: THINK BEFORE YOU WRITE. Do not ask us to edit or delete anything you have posted.



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 楼主| 发表于 2013-11-8 23:53:27 | 显示全部楼层
I'll just add...... if a customer writes a report to complain, and the garage/MM offers him a satisfactory resolution, he is welcomed to add, as a continuation of the same post, that the conflict has been resolved, but the original post will stay as it is.
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发表于 2013-11-9 05:58:44 | 显示全部楼层
Ben2009 发表于 2013-11-8 23:53
I'll just add...... if a customer writes a report to complain, and the garage/MM offers him a satisf ...

Agree to this. All message(s) in this forum does not belongs to Admin alone. From my understand this kind of PUBLIC forum owns by Advertisers, Management & Viewers(wolfs).
I accept the posts being locked but, no delete.
BenGor .......
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发表于 2013-11-9 09:07:48 | 显示全部楼层
Ben2009 发表于 2013-11-8 23:53
I'll just add...... if a customer writes a report to complain, and the garage/MM offers him a satisf ...

Support ben 兄啦。
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发表于 2013-11-10 09:41:18 | 显示全部楼层
Totally support.  Posts should remain for all those to view and learn from it.    Also it reveals that keeper knows who is the hunter.  Moving forward the hunter may feel reluctant to not write critical reviews of the shop.   It's like pay off silence money

But on other hand guys like Sadek bro will use it as a bargaining chip to exact service
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发表于 2013-11-12 22:22:17 | 显示全部楼层
I noticed to that being a reviewer for fun gets us alot of power in that sense, the more power the more resposiblity like in the spider man movie.
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发表于 2013-11-13 09:41:59 | 显示全部楼层
I think it is actually a good thing to see the garage response to a complaint and offer resolution for everyone to see.  This shows the garage actually cares about customer service and turn a negative publicity to a positive one.  Why hide it?
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 楼主| 发表于 2013-11-13 19:45:18 | 显示全部楼层
ap404 发表于 2013-11-13 09:41
I think it is actually a good thing to see the garage response to a complaint and offer resolution f ...

Its good in theory, but doesn't work in practice. We had that system before and it didn't work.

Keepers would abuse the discussion section and used it promote. Whether to announce new girls the will be arriving, or "just here to say hi", or thanking everybody for everything; which are all in essence just advertising and getting exposure for their names.

Even setting up rules and protocols is hard, because keepers will play dumb (pretend not understand), or take advantage of technicalities. For example, we said advertisers can only respond to serious complaints. They in turn responded every minor trivial criticism with a full-length "apology" (including promise to improve, blah blah blah) designed to show how great their customer service attitude is. Other keepers might take the opposite approach and try to argue or fight down the customer that complained.

So in the end, the system you mentioned is only good in theory, but doesn't work in reality because keepers abuse it.
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发表于 2013-11-22 16:40:35 | 显示全部楼层
Can't agree more with what you posted.  It will let us know what did happen and what we can pursue on doing.
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