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[Ars] IoT garage door opener maker bricks customer’s product after bad review - Page 3

post #21 of 34
More like... clickbait garage.
post #22 of 34
Quote:
Originally Posted by tpi2007 View Post


In what sense is this clickbait garbage? The title is factually accurate; the picture is obviously a joke (if you lose control of opening the door, you might as well do that - I think that is the idea, but I reckon that they should have noted that it doesn't have to do with the situation at hand in a literal sense).

 

In a sense that the customer review has absolutely nothing to do with the company disabling (not bricking) their services to this specific customer so it shouldn't even be mentioned in the title. While the customer did leave a negative review on Amazon (so technically yes, they did disable the customers product "after" leaving a bad review), the company disabled the service because the customer wasn't happy with the product and they told him to return it to Amazon for a refund. Ars just mentioned the bad review in the title and worded it the way they did to draw people to going onto the article to get that ad revenue. A better non-clickbait title would be "IoT garage door opener maker disables customer’s product after product wasn't working" but that wouldn't get as many clicks, would it?

 

Is this poor customer service and general business practise?

Yes, of course it is.

 

Did they disable the service because the customer gave a bad review?

No, they did it because the customer was having issues where the door wouldn't open/close and the app to control the door kept crashing on his phone, making the product useless whether still connected to their servers or not.

post #23 of 34
Quote:
Originally Posted by WolfssFang View Post

Quote:
Originally Posted by ToTheSun! View Post

"You have no impulse control!!!"
>proceeds to execute reprehensible action which he later regrets

Ah, the little things.
If a customer came into your store cursing and yelling....you're going to service them? I would call security to kick them out, they can come back in when they cooled down and can speak in a proper manner. Same applies to this, from little info we know, it seems like the user experienced a problem, and instead of contacting CS, they just decided to blow a fuse.

I have noticed some businesses will give piss poor customer service, unless you message them on amazon about the product.

I ran into that with a $90 dashcam i purchased. I emailed support with a question, over a week later, no reply back. After just one reply to the message 3rd party sellers send customer on amazon asking them to leave feedback, with in a day i received 3 emails back about my issue.
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post #24 of 34
Quote:
Originally Posted by ToTheSun! View Post

I don't see how any of that relates to the content of my post. Either way, you're clearly unfit for the job you're hypothesizing about.
Customer service wasn't "hammered down". They got a complaint and a bad review, things REAL successful companies get by the thousands on a daily basis. Your company is still obligated to provide support for a product already purchased.

As an addendum, companies are not babysitters, nor champions of morality. They don't get to break the rules to give clients "time out".

I was asking not about this situation smile.gif
Edit: it sounded, like he was talking about whole retail and cs service on that post. So yeah, my question was not on this topic.
Edited by mr one - 4/5/17 at 7:05am
post #25 of 34
Quote:
Originally Posted by WolfssFang View Post

If a customer came into your store cursing and yelling....you're going to service them? I would call security to kick them out, they can come back in when they cooled down and can speak in a proper manner. Same applies to this, from little info we know, it seems like the user experienced a problem, and instead of contacting CS, they just decided to blow a fuse.

Yes. Within reason... yes. And by within reason I mean that if it turns into death threats and outright violence then no.

This particular customer was a total jerk (I'd say worse but we're not allowed to swear). Thing is, how the company reacts determines how good its service is (customer service wise). This company ends up looking like a bunch of amateurs with zero customer service experience. No way in hell I'd buy from them... even if I agree that the customer deserved it. Feel me?
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post #26 of 34
As a business, the only reason I'd tolerate patrons being rude is if I needed the business. Clearly these guys don't need the business

Not everyone is supposed to be your friend guys, if you can't behave like a civilized person, don't expect people to treat you like one
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post #27 of 34
If i were the customer, and they "banned" me, Id just return it like was mentioned. Im only out the time to install and uninstall it, whatevs... Least I got the money back.
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post #28 of 34
The Streisand effect is in full swing on this one..
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post #29 of 34
If you can't handle a little flack from an angry customer then you shouldn't be in business.

The guy called the product "poop" and said the startup company didn't do quality control....certainly not the nicest way to bring up your concerns but that's far from "ban the customer" territory.

I really don't buy the "this wasn't about the bad review" excuse. It obviously was given the context and tone...so not only is the buisness owner a liar but they're not willing to at least attempt to resolve the product issue.

If the customer starts swearing at you, personally, fine, pull the plug. But until then...holy over sensitive people Batman...
Edited by DIYDeath - 4/5/17 at 11:37am
post #30 of 34
If I pay for your product and it does not work, I will leave a bad review AND expect customer service regardless of said bad review. I don't care if the manufacturer does not like my review or not, he should still be obligated to give me customer service on the product I bought from him.

That's why it's not called "HAPPY Customer Service ONLY Provided".

I would never buy something from this guy...
 
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