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Not "for negative Amazon review", but for being an asshole. This guy forgot that there are people behind every product and the abstraction is as thin as it get

by eps 10y ago

Not "for negative Amazon review", but for being an asshole. This guy forgot that there are people behind every product and the abstraction is as thin as it gets when it is in fact a smaller company or a startup. There are negative reviews and there are nasty reviews. He was nasty to them and they no longer wanted him as a client. No reason why a company should swallow shit that a person wouldn't. They certainly _can_ do that (no questions asked refunds, customer is always right, etc), but it's an option, not a requirement. [Edit] We had paying customers like that - sent pissy emails, no Hello, no signature, just spit and complaints about minutae with personal attacks ("only an idiot would do it that way") and a shitload of entitlement because they paid us money. In all cases they recieved an immediate refund and a goodbye. If they can't make a basic effort to keep things civil, we have no interest in working with them. The only issue with the case at hand is that they explicitly mention bad an Amazon review, while they actually dropped him because of his general toxic attitude.

_pmf_ 10y ago
Read the review here [0]; it's not abusive. It's probably the review of some guy who has been burned by half-assed Amazon shovel ware before. [0] https://www.amazon.com/gp/customer-reviews/R2XHHHGM6BEUG6/ref=cm_cr_arp_d_rvw_ttl?ie=UTF8&ASIN=B01KUZ2JPS https://www.amazon.com/gp/customer-reviews/R2XHHHGM6BEUG6/re...
- CaliforniaKarl 10y ago
  The guy has three reviews on Amazon, two of which are one-star. I think the abusiveness is primarily in the guys forum post, plus posting the negative Amazon review without waiting for response from the developer. But that's just my sensitivity level.
  - gre 10y ago
    He has two one-star reviews and a five-star. You can't actually fault him for only reviewing the exceptional Amazon purchases...
  - johnydepp 10y ago
    You are so misinterpreting the world. There are people who only review when they are facing an issue, and if they are happy they think there's no need of review because they got what they paid for. I wouldn't judge a customer as having abusive nature even if he has 100% negative reviews..
- dqv 10y ago
  Well, whoever made it is really serious about providing support. Look at the community here: http://community.garadget.com http://community.garadget.com The review might not be abusive, but usually a negative review like that is the cherry on top of a very abusive sundae.
  - justin66 10y ago
    > Well, whoever made it is really serious about providing support. They sure folded early in this case. In the tech support jobs I had back in the day, the customer calling the product a piece of shit was just a form of greeting. Surprisingly often, we were able to win them back. We didn't have the option of being this thin-skinned.
    - throwanem 10y ago
      I think the course of events may well show that neither does Garadget.
- Spare_account 10y ago
  Amazon removed the comments from that review about 30 minutes ago. There was a comment from a journalist, Thor Benson, asking the reviewer about his experience.
Hydraulix989 10y ago
Having been in the same boat, I totally agree with you, parent. I'm VERY quick to refund and work as hard as I possibly can to help people who want my help, and some people just don't want my help -- for what it's worth, I have many more five-star reviews than one-star reviews on the wares that I peddle, but there are some one-star reviews that are just genuinely inflammatory from people unwilling to work with me to help resolve their issue. It happens.
jimmies 10y ago
Your device has stopped working because your internet meme/karma points are too low. You need to give us a 5 stars review and a like on facebook and stop being an asshole before this lock will function again. They certainly _can_ do that, too.
- eps 10y ago
  Have you mixed up the comments? What you wrote is unrelated to what I said.
deleted 10y ago
[deleted]
bigbugbag 10y ago
There are countries where national laws says doing that is illegal to deny service to some customers based on subjective opinion and you can be sued for discrimination. "This customer is a toxic asshole" is not that far from "this customer has a skin color / religion / political view I don't like".
- Xylakant 10y ago
  no, actually, it is quite far from (especially) skin color. It's based on actions and behavior and not on some trait of the customer. I can't think of any country where you need to serve customers that misbehave.
- eps 10y ago
  Examples?
  - dozzie 10y ago
    Half the EU?
kelnos 10y ago
I think the problem here is that they _disabled a home security product_ because the guy pissed them off. They can certainly fire the guy as a customer, and tell him to return the device for a full refund, but remotely disabling its ability to function is not only unprofessional, but irresponsible. Regardless of that, the support rep's response comes off as petty and childish. There are much better ways to get out of that situation. I'd never heard of this company before, but based on that one support interaction, I would never buy from them.
- gkya 10y ago
  It's not a home security product if it connects to servers and can be disabled remotely.
  - ambentzen 10y ago
    By that logic, our alarm at the office isn't a security product because the alarm company can monitor and disable it remotely.
cgag 10y ago
It's a real person who gave you real money and is wasting their time with the defective product sold to them as well.

by eps 10y ago

_pmf_ 10y ago

Read the review here [0]; it's not abusive. It's probably the review of some guy who has been burned by half-assed Amazon shovel ware before. [0] https://www.amazon.com/gp/customer-reviews/R2XHHHGM6BEUG6/ref=cm_cr_arp_d_rvw_ttl?ie=UTF8&ASIN=B01KUZ2JPS https://www.amazon.com/gp/customer-reviews/R2XHHHGM6BEUG6/re...

CaliforniaKarl 10y ago
The guy has three reviews on Amazon, two of which are one-star. I think the abusiveness is primarily in the guys forum post, plus posting the negative Amazon review without waiting for response from the developer. But that's just my sensitivity level.
- gre 10y ago
  He has two one-star reviews and a five-star. You can't actually fault him for only reviewing the exceptional Amazon purchases...
- johnydepp 10y ago
  You are so misinterpreting the world. There are people who only review when they are facing an issue, and if they are happy they think there's no need of review because they got what they paid for. I wouldn't judge a customer as having abusive nature even if he has 100% negative reviews..
dqv 10y ago
Well, whoever made it is really serious about providing support. Look at the community here: http://community.garadget.com http://community.garadget.com The review might not be abusive, but usually a negative review like that is the cherry on top of a very abusive sundae.
- justin66 10y ago
  > Well, whoever made it is really serious about providing support. They sure folded early in this case. In the tech support jobs I had back in the day, the customer calling the product a piece of shit was just a form of greeting. Surprisingly often, we were able to win them back. We didn't have the option of being this thin-skinned.
  - throwanem 10y ago
    I think the course of events may well show that neither does Garadget.
Spare_account 10y ago
Amazon removed the comments from that review about 30 minutes ago. There was a comment from a journalist, Thor Benson, asking the reviewer about his experience.

Hydraulix989 10y ago

Having been in the same boat, I totally agree with you, parent. I'm VERY quick to refund and work as hard as I possibly can to help people who want my help, and some people just don't want my help -- for what it's worth, I have many more five-star reviews than one-star reviews on the wares that I peddle, but there are some one-star reviews that are just genuinely inflammatory from people unwilling to work with me to help resolve their issue. It happens.

jimmies 10y ago

Your device has stopped working because your internet meme/karma points are too low. You need to give us a 5 stars review and a like on facebook and stop being an asshole before this lock will function again. They certainly _can_ do that, too.

eps 10y ago
Have you mixed up the comments? What you wrote is unrelated to what I said.

deleted 10y ago

[deleted]

bigbugbag 10y ago

There are countries where national laws says doing that is illegal to deny service to some customers based on subjective opinion and you can be sued for discrimination. "This customer is a toxic asshole" is not that far from "this customer has a skin color / religion / political view I don't like".

Xylakant 10y ago
no, actually, it is quite far from (especially) skin color. It's based on actions and behavior and not on some trait of the customer. I can't think of any country where you need to serve customers that misbehave.
eps 10y ago
Examples?
- dozzie 10y ago
  Half the EU?

kelnos 10y ago

I think the problem here is that they _disabled a home security product_ because the guy pissed them off. They can certainly fire the guy as a customer, and tell him to return the device for a full refund, but remotely disabling its ability to function is not only unprofessional, but irresponsible. Regardless of that, the support rep's response comes off as petty and childish. There are much better ways to get out of that situation. I'd never heard of this company before, but based on that one support interaction, I would never buy from them.

gkya 10y ago
It's not a home security product if it connects to servers and can be disabled remotely.
- ambentzen 10y ago
  By that logic, our alarm at the office isn't a security product because the alarm company can monitor and disable it remotely.

cgag 10y ago

It's a real person who gave you real money and is wasting their time with the defective product sold to them as well.