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> Rule: The seller is not given access to the reviewer's real identity and order number and cannot communicate with > them except for public comments (which ar

by jsight 12y ago

> Rule: The seller is not given access to the reviewer's real identity and order number and cannot communicate with > them except for public comments (which are always a bad idea as you can be baited into a flame war by a smart competitor). I agree with a lot of your points, but not this one. As a buyer on Amazon, I love seeing sellers respond politely to reviews. I've seen sellers offer refunds, repairs, and other things a few times and this has been hugely influential in the level of trust that I had in them. On a few occasions, this has made it obvious that the original reviewer wasn't really being genuine or was just being overly critical as well.

rebootthesystem 12y ago
I think it could be done in stages. Give the seller 48 hours to deal with the problem privately. If you buy one of my products I already have your name, address and phone number. All I need is to connect your review with an order number. So the argument for privacy might not hold water here. All I want to do as a reputable business is serve you, my customer, as best as humanly possible. Amazon denies me that opportunity. And, if you think about it, they also damage you by not allowing direct private conversation with the seller. Why? Because often times it is impossible to help you due to the fact that it all has to be in public. Sellers are not allowed to post links or email addresses. Neither are you. And nobody would want to do that publicly anyhow. Product reviews isn't where customer service should happen. It isn't the right place and it doesn't allow for proper communications. Questionable competitors could (and do) use this public forum to bait a seller into responding and then start a horrible flame war that cannot be controlled. Amazon does not offer any moderation, editing or even the ability to delete false or damaging statements made in product review comments. Their approach to dealing with grievances, small or large, is a great example of non-customer-centric thinking, despite what cool-aid Amazon management might be drinking.
- jsight 12y ago
  http://www.amazon.com/gp/review/RDZ1BWLOYU9CO/ref=cm_cr_pr_rvw_ttl?ie=UTF8&ASIN=B00DOP3NPW http://www.amazon.com/gp/review/RDZ1BWLOYU9CO/ref=cm_cr_pr_r... It looks like posting email addresses is possible? I have also seen phone numbers posted by sellers in cases like this before as well.
  - rebootthesystem 12y ago
    You can post anything you can type. The issue is that it isn't allowed and you are risking the wrath of Amazon if they pick up on it. Believe me, this you do not want to mess with.

by jsight 12y ago

rebootthesystem 12y ago

I think it could be done in stages. Give the seller 48 hours to deal with the problem privately. If you buy one of my products I already have your name, address and phone number. All I need is to connect your review with an order number. So the argument for privacy might not hold water here. All I want to do as a reputable business is serve you, my customer, as best as humanly possible. Amazon denies me that opportunity. And, if you think about it, they also damage you by not allowing direct private conversation with the seller. Why? Because often times it is impossible to help you due to the fact that it all has to be in public. Sellers are not allowed to post links or email addresses. Neither are you. And nobody would want to do that publicly anyhow. Product reviews isn't where customer service should happen. It isn't the right place and it doesn't allow for proper communications. Questionable competitors could (and do) use this public forum to bait a seller into responding and then start a horrible flame war that cannot be controlled. Amazon does not offer any moderation, editing or even the ability to delete false or damaging statements made in product review comments. Their approach to dealing with grievances, small or large, is a great example of non-customer-centric thinking, despite what cool-aid Amazon management might be drinking.

jsight 12y ago
http://www.amazon.com/gp/review/RDZ1BWLOYU9CO/ref=cm_cr_pr_rvw_ttl?ie=UTF8&ASIN=B00DOP3NPW http://www.amazon.com/gp/review/RDZ1BWLOYU9CO/ref=cm_cr_pr_r... It looks like posting email addresses is possible? I have also seen phone numbers posted by sellers in cases like this before as well.
- rebootthesystem 12y ago
  You can post anything you can type. The issue is that it isn't allowed and you are risking the wrath of Amazon if they pick up on it. Believe me, this you do not want to mess with.