Mike,
As I read the posts regarding experiences with various services,
both positive and negative, I'm surprised that we often see
positive expressions of satisfaction, but when a negative
expression of satisfaction is posted many find it offensive. Why?
If one side is permitted, then shouldn't it's opposite?
My personal opinion is that when dealing with a problem with a
company for good or services, part of the responsibility for the
resolution lies with the customer. Some customers do not know all the
options to resolve an issue, some think they have a right regardless
of any stated policies because they did not read the policy. Some
people get emotional and argue, when the correct process for
resolution is to find out what all the options for resolution are, if
there is not one that is acceptable, keep asking for another solution
as that one does not work for you.
If none of the options are acceptable, one of the options is,
if the order was paid by credit card, was to send back the
merchandise with a receipt for delivery that is returned to you, and
file a claim with the credit card company claiming merchandise
received that was not ordered. If you contest the charge, you will
receive all the money you spent on the transaction, including
postage.
I am sure all of us have heard a story from a friend or relative
about their experience having a problem with another friend or
relative, and then you hear the other side, and you realize there is
different info that changes who you thought caused the problem.
Hearing only one side of a dispute posted online might prejudice
people reading the post toward the company when all the facts are
not known. I contacted someone on Craigslist who was selling cabs. I
asked if he would cut for me using my material. He cut cabs at a
predetermined rate per stone. At one point, I offered him the use of
my 16 inch saw thinking I was doing him a favor and that it would
speed up production. I had him cut four groups of stones, paid him
$1200. I could not afford to have more stones cut, and it was just
before Christmas a year ago. I decided to let him keep using the saw
until I needed it. A few months later, I saw a post by him and he
was selling the saw. I requested him to return the saw without
letting him know I saw the post on Craigslist. Several months of
emails and phone call where he said I could come and get it, and then
refusing to return it left me with no option other to sue, which I
have not been willing to spend the time doing so far.
Just before Christmas this year, he made a post, a negative post
about me as a business person. It is basically personal disagreement
that has nothing to do with his experience as a customer at my
jewelry store, but he posted it as if he was a dissatisfied customer.
I have no recourse. Google won’t do anything. If you list your
business for Google search, that is what can happen.
Richard Hart G.G.
Denver, Co.
