4 ms·

When I look at reviews for businesses, I don't look at the 5 star reviews. I look at the 1-2 star reviews, and I look exclusively for reviews that describe _how

When I look at reviews for businesses, I don't look at the 5 star reviews. I look at the 1-2 star reviews, and I look exclusively for reviews that describe _how the business responded to the problem_. I was looking for somewhere to leave my dog for a few weeks while I was out of country. There's a lower rated place where the negative reviews that match this are things like "One of the other dogs scratched my dog! They got her to the vet and paid the bills, but they shouldn't have let that happen!". There's another with a better overall rating where the reviews are "This staff at this place are phenomenal and really love the pets but the owner is an absolute ass. If anything happens, don't even bother asking for a refund or trying to complain." I sent my dog to the first place. Accidents, mistakes, and general "life doesn't go according to plan" things _will_ happen. I'm less interested in the best case scenario, and more interested in how they handle this stuff. That tells me what the worst case scenario looks like. If my worst case hotel scenario is "mildly inconvenienced", that's a damn sight better than "left out on the street at 1AM with nowhere to go". So on that note... yeah, that's pretty much why I have an iPhone. At some point it suddenly stopped accepting one of my credit cards and refused to let me re-add it. Apple literally has a `/contact/` page on their site where the 800 number is easily discoverable. I called and was connected almost immediately. They asked if I could use another card and I told them I could, but only if I _had_ to, I prefer to use this one for all my recurring charges. "No problem." They spent about 40 minutes on the phone with me (including calling me back immediately when my signal dropped and we got disconnected) and resolved the problem. This is support in relation to a ~$800 one time device purchase and a $0.99/mo subscription. When I was paying Google over a million dollars a year I couldn't get answers out of them or get my issue resolved. Even ignoring all the other anecdotes I see online... no way in hell I'm trusting Google with anything I care about.

6510 3y ago
> When I look at reviews for businesses, I don't look at the 5 star reviews. I look at the 1-2 star reviews, and I look exclusively for reviews that describe _how the business responded to the problem_. This is why it is so valuable to post negative reviews on your competitors. People actually believe this s...[0] > They got her to the vet and paid the bills Doesn't sound fake, it doesn't even need to be. You post a few more reviews 1) They paid my vet bill too! 2) Mine is scared of everything after going there. 3) etc With google it is different tho, their bad reviews aren't anecdotal. It's stunning that law makes haven't touched the subject. For extra irony, google is running what seems to me the biggest business review scheme in the world. It isn't even legal[1] but if they had any sense or decency they would build their own customer verification system without law makers demanding they do so. Everyone suffering their fake reviews would love to provide their customers with a link and a review token. Then, even if you've screwed up horrendously you can express how you regret things went that way and apologize. Responding like that to fake reviews is out of the question. Your best case scenario is if you can pay the fake reviewer to stop. You can buy google ads tho. [0] - https://www.wdbj7.com/2022/10/17/five-star-fakes-small-business-owners-feel-big-impact-fake-online-reviews/ https://www.wdbj7.com/2022/10/17/five-star-fakes-small-busin... [1] - https://www.softwarefair.de/en/2022/06/02/google-fails-to-implement-eu-directive-against-fake-reviews/ https://www.softwarefair.de/en/2022/06/02/google-fails-to-im...
- dizhn 3y ago
  What constitutes a real review though? There's a small restaurant I used to go to. The last two times I left after 5-10 minutes of all waiters doing the "if i don't look over there i don't have to work" trick. Each time I went on to Google to write a review. Is this not a legitimate review?
  - 6510 3y ago
    It might be true but if there is no evidence it ever happened it never happened. What value would you get from reading such a review?
    - dizhn 3y ago
      This is way too complicated. Even reviews by people who made a real purchase are suspect. Amazon is full of such reviews where customers are offered a discount or a gift if they submit a positive review. I guess in a scenario similar to mine, you'd look for patterns. The same guy saying the same specific thing makes me think of a grudge too. However if it is multiple sources complaining about similar things, then it's a pattern. You'd also get to decide whether what matters to them matters to you. I think a sister comment was saying something similar. For example, it is routine where I live for people to complain about pizza joints that "do not even send ketchup" with delivery orders. This I am not too hung up on. :)

6510 3y ago

> When I look at reviews for businesses, I don't look at the 5 star reviews. I look at the 1-2 star reviews, and I look exclusively for reviews that describe _how the business responded to the problem_. This is why it is so valuable to post negative reviews on your competitors. People actually believe this s...[0] > They got her to the vet and paid the bills Doesn't sound fake, it doesn't even need to be. You post a few more reviews 1) They paid my vet bill too! 2) Mine is scared of everything after going there. 3) etc With google it is different tho, their bad reviews aren't anecdotal. It's stunning that law makes haven't touched the subject. For extra irony, google is running what seems to me the biggest business review scheme in the world. It isn't even legal[1] but if they had any sense or decency they would build their own customer verification system without law makers demanding they do so. Everyone suffering their fake reviews would love to provide their customers with a link and a review token. Then, even if you've screwed up horrendously you can express how you regret things went that way and apologize. Responding like that to fake reviews is out of the question. Your best case scenario is if you can pay the fake reviewer to stop. You can buy google ads tho. [0] - https://www.wdbj7.com/2022/10/17/five-star-fakes-small-business-owners-feel-big-impact-fake-online-reviews/ https://www.wdbj7.com/2022/10/17/five-star-fakes-small-busin... [1] - https://www.softwarefair.de/en/2022/06/02/google-fails-to-implement-eu-directive-against-fake-reviews/ https://www.softwarefair.de/en/2022/06/02/google-fails-to-im...

dizhn 3y ago
What constitutes a real review though? There's a small restaurant I used to go to. The last two times I left after 5-10 minutes of all waiters doing the "if i don't look over there i don't have to work" trick. Each time I went on to Google to write a review. Is this not a legitimate review?
- 6510 3y ago
  It might be true but if there is no evidence it ever happened it never happened. What value would you get from reading such a review?
  - dizhn 3y ago
    This is way too complicated. Even reviews by people who made a real purchase are suspect. Amazon is full of such reviews where customers are offered a discount or a gift if they submit a positive review. I guess in a scenario similar to mine, you'd look for patterns. The same guy saying the same specific thing makes me think of a grudge too. However if it is multiple sources complaining about similar things, then it's a pattern. You'd also get to decide whether what matters to them matters to you. I think a sister comment was saying something similar. For example, it is routine where I live for people to complain about pizza joints that "do not even send ketchup" with delivery orders. This I am not too hung up on. :)