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[Ars] IoT garage door opener maker bricks customer’s product after bad review - Page 4

post #31 of 34
To brick something a customer paid for on purpose seems unbelievable to me. If that's how they treat customers I hope they go out of business.
post #32 of 34
Firstly, I do not believe the owner when he says that the Amazon review, that could potentially deter large amounts of customers away from his product, had nothing to do with the "firing" of the customer.

Secondly, the issue is NOT that he wanted to refuse service, the issue is his lack of professionalism by referring to the customer's "poor impulse control". Even if the statement was accurate, it was still not appropriate to say. Proper customer service means acting like an adult even when the customer is acting like a child. There were plenty of tactful ways to state that he no longer wanted to do business with the customer.

If I was in the market for such a product, I would never buy from this guy simply because of his attitude.
post #33 of 34
Quote:
Originally Posted by 8472 View Post

Firstly, I do not believe the owner when he says that the Amazon review, that could potentially deter large amounts of customers away from his product, had nothing to do with the "firing" of the customer.

I agree here. He specifically mentioned the review in his comment. There's no way that didn't play into his decision.
Quote:
Originally Posted by 8472 View Post

Secondly, the issue is NOT that he wanted to refuse service, the issue is his lack of professionalism by referring to the customer's "poor impulse control". Even if the statement was accurate, it was still not appropriate to say. Proper customer service means acting like an adult even when the customer is acting like a child. There were plenty of tactful ways to state that he no longer wanted to do business with the customer.

If I was in the market for such a product, I would never buy from this guy simply because of his attitude.

Agree here too. Of course the customer could have used better verbiage and tact when trying to get help with his issue, but the company owner responded terribly. He should NOT have denied server connection. The customer bought and still has the product, so leave it with them to decide whether or not to continue using it. Had the owner, or their "customer support", been willing to assist the customer, they may have been able to resolve his issues. That could have led to a satisfied customer and changed Amazon review.

Does the owner have a right to act that way? Sure, but it doesn't make good business-sense. The likely reason he started the business in the first place was to sell to customers and make money, right? It only takes one publicized situation like this to create a bad perception of your company.
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post #34 of 34
Dragging this out into public probably wasn't the way to go...

A simple, "Sorry your having issues, here's your $$ back" would have worked better.
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