what do you do with a customer who just want to leave bad reviews?
what is you thoughts on a customer, who opt-out from being communicated by the seller, who don't want to use their warranty, who don't want to reach out to customer service to resolve any issue with a product, but want to give 1 star with extensive but not so accurate information at times? how do Amazon help in this situation? don't get me wrong customers who give honest negative reviews are your best partners for you to refine your product and you get better every time you try to satisfy them. But what happen when a customer don't want to use any avenue available to solve a problem at all?
10 replies
Seller_4zBzdtgCyS9EI
A buyer shouldn't have to run around trying to "fix problems". If I buy a new product, I expect it to work out of the box, no hassles.
It appears, a lot of your reviewers truly hate your product and you said it's an opportunity to update your item. Well, sounds like it needs to be, as this is just a sample of many reporting issues......
Item arrived when opened, broken
1.0 out of 5 stars Not worth frustration
Verified Purchase
The sprinkler itself dosent fit all hoses, big problem. If you happen to have a big/smaller size it might fit?
Depends on size, as threads don't allow tight fit, IT LEAKS EVERYWHERE!!
1.0 out of 5 stars So annoying
Verified Purchase
I hate this sprinkler. Seriously, you have to have some kind of specialized degree just to use it. It over sprays and is so hard to figure out. I returned it and bought something a little more user friendly.
Glenn_Amazon
Greetings @Seller_ctmoP8Vw3rAvW,
From my experience, I agree with @Seller_4zBzdtgCyS9EI. As a customer I don't want to have to reach out to resolve issues once my product arrives. I like to open the box and be set to go. If you are running into issues where buyers regularly need assistance or additional accessories to make the product work for them you may want to update the detail page to make it more clear what the buyer needs or what the product is compatible with. Reviewing your feedback is a great way of determining where the Buyers might have confusion or misunderstandings that you can resolve before they need it.
The best solutions are ones that solve problems before they can arrive. Please feel free to reach out again if you have further questions.
-Glenn
Seller_ctmoP8Vw3rAvW
Hey Glenn...
Have you ever heard Jeff Bezos interview on how you can never satisfy every customer? but every time you try to do you get better... People don't want to run around to fix problems I get it and no one does. the purpose of how to manuals , customer service is just for that...
with what you say and what its_all_Nuts_again says the whole industry of customer service is non sense ...
I we need to wake up to reality
Glenn_Amazon
Hi there @Seller_ctmoP8Vw3rAvW,
This is my experience, but I do agree that one should try to help every customer to the best of our ability . But what's better than just helping solve problems is preventing those problems in the first place by figuring out the cause and developing a strategy to mitigate or prevent those experiences.
Please note however if you have any feedback on Amazon's policies or your experiences I'm happy to take it to leadership. Thank you for your understanding.
-Glenn
Seller_ctmoP8Vw3rAvW
Oh, of course
I agree with you it is better to make it not happen at the first place, that is the aim and dream of any business.
But does Amazon achieved 100% customer satisfaction? It is impossible.
if a customer leaves a bad review about a product on a well known brand like Amazon it self it won't affect the business much.
but If Amazon choose to emphasize of negative feedback of a customer who don't want to be contacted, return the item, or use warranty but just want make misleading comment .. that wouldn't be a fair play.
recently there is a video review of my product that says product doesn't spray enough with the water pressure at the customer water source. the customer seem to use bad plumbing and connection. And there is no way to know for me what kind of water pressure the sprinkler is getting.. if there is some unseen defect on the product there is no way for me to test it and make corrective action.
instead what Amazon choose to do was put that comment on a bill board on my product with no way for me to reply, or provide customer support.
I do not think it is fair to expect 100% customer satisfaction and penalizing for not getting so.
I got more than 25 thousand satisfied customers with less than 300 dissatisfied customers who I am not given a chance to help
please enlighten me how that is helping businesses and customer.
Glenn_Amazon
Hello@Seller_ctmoP8Vw3rAvW,
While I understand that you are frustrated with your experience with this buyer and at this time Amazon does not allow Sellers to contact product reviewers. Ultimately it is the buyer's decision on if they want to reach out to you or not. Additionally Amazon policy will only remove product reviews if they are in violation of the Product Review Policies. Please note that Product Reviews do not impact your Seller Account Status.
Regarding negative feedback, Amazon expects you to say below 1% order defects per the Order defect rate policy. While 100% positive experiences is impossible, Amazon does set a high bar of expectation to ensure that Buyers continue to get good experiences on Amazon. You can reach out to Buyers who leave Negative Feedback or file A-to-Z Claims as long as you align with the Communication Guidelines. However it is the Buyer's decision if they want to respond or not.
I will however deliver your feedback to leadership, but at this time you will need to work within the Amazon policies as they currently exist. Thank you for your understanding.
-Glenn
what do you do with a customer who just want to leave bad reviews?
what is you thoughts on a customer, who opt-out from being communicated by the seller, who don't want to use their warranty, who don't want to reach out to customer service to resolve any issue with a product, but want to give 1 star with extensive but not so accurate information at times? how do Amazon help in this situation? don't get me wrong customers who give honest negative reviews are your best partners for you to refine your product and you get better every time you try to satisfy them. But what happen when a customer don't want to use any avenue available to solve a problem at all?
what do you do with a customer who just want to leave bad reviews?
what is you thoughts on a customer, who opt-out from being communicated by the seller, who don't want to use their warranty, who don't want to reach out to customer service to resolve any issue with a product, but want to give 1 star with extensive but not so accurate information at times? how do Amazon help in this situation? don't get me wrong customers who give honest negative reviews are your best partners for you to refine your product and you get better every time you try to satisfy them. But what happen when a customer don't want to use any avenue available to solve a problem at all?
10 replies
10 replies
Seller_4zBzdtgCyS9EI
A buyer shouldn't have to run around trying to "fix problems". If I buy a new product, I expect it to work out of the box, no hassles.
It appears, a lot of your reviewers truly hate your product and you said it's an opportunity to update your item. Well, sounds like it needs to be, as this is just a sample of many reporting issues......
Item arrived when opened, broken
1.0 out of 5 stars Not worth frustration
Verified Purchase
The sprinkler itself dosent fit all hoses, big problem. If you happen to have a big/smaller size it might fit?
Depends on size, as threads don't allow tight fit, IT LEAKS EVERYWHERE!!
1.0 out of 5 stars So annoying
Verified Purchase
I hate this sprinkler. Seriously, you have to have some kind of specialized degree just to use it. It over sprays and is so hard to figure out. I returned it and bought something a little more user friendly.
Glenn_Amazon
Greetings @Seller_ctmoP8Vw3rAvW,
From my experience, I agree with @Seller_4zBzdtgCyS9EI. As a customer I don't want to have to reach out to resolve issues once my product arrives. I like to open the box and be set to go. If you are running into issues where buyers regularly need assistance or additional accessories to make the product work for them you may want to update the detail page to make it more clear what the buyer needs or what the product is compatible with. Reviewing your feedback is a great way of determining where the Buyers might have confusion or misunderstandings that you can resolve before they need it.
The best solutions are ones that solve problems before they can arrive. Please feel free to reach out again if you have further questions.
-Glenn
Seller_ctmoP8Vw3rAvW
Hey Glenn...
Have you ever heard Jeff Bezos interview on how you can never satisfy every customer? but every time you try to do you get better... People don't want to run around to fix problems I get it and no one does. the purpose of how to manuals , customer service is just for that...
with what you say and what its_all_Nuts_again says the whole industry of customer service is non sense ...
I we need to wake up to reality
Glenn_Amazon
Hi there @Seller_ctmoP8Vw3rAvW,
This is my experience, but I do agree that one should try to help every customer to the best of our ability . But what's better than just helping solve problems is preventing those problems in the first place by figuring out the cause and developing a strategy to mitigate or prevent those experiences.
Please note however if you have any feedback on Amazon's policies or your experiences I'm happy to take it to leadership. Thank you for your understanding.
-Glenn
Seller_ctmoP8Vw3rAvW
Oh, of course
I agree with you it is better to make it not happen at the first place, that is the aim and dream of any business.
But does Amazon achieved 100% customer satisfaction? It is impossible.
if a customer leaves a bad review about a product on a well known brand like Amazon it self it won't affect the business much.
but If Amazon choose to emphasize of negative feedback of a customer who don't want to be contacted, return the item, or use warranty but just want make misleading comment .. that wouldn't be a fair play.
recently there is a video review of my product that says product doesn't spray enough with the water pressure at the customer water source. the customer seem to use bad plumbing and connection. And there is no way to know for me what kind of water pressure the sprinkler is getting.. if there is some unseen defect on the product there is no way for me to test it and make corrective action.
instead what Amazon choose to do was put that comment on a bill board on my product with no way for me to reply, or provide customer support.
I do not think it is fair to expect 100% customer satisfaction and penalizing for not getting so.
I got more than 25 thousand satisfied customers with less than 300 dissatisfied customers who I am not given a chance to help
please enlighten me how that is helping businesses and customer.
Glenn_Amazon
Hello@Seller_ctmoP8Vw3rAvW,
While I understand that you are frustrated with your experience with this buyer and at this time Amazon does not allow Sellers to contact product reviewers. Ultimately it is the buyer's decision on if they want to reach out to you or not. Additionally Amazon policy will only remove product reviews if they are in violation of the Product Review Policies. Please note that Product Reviews do not impact your Seller Account Status.
Regarding negative feedback, Amazon expects you to say below 1% order defects per the Order defect rate policy. While 100% positive experiences is impossible, Amazon does set a high bar of expectation to ensure that Buyers continue to get good experiences on Amazon. You can reach out to Buyers who leave Negative Feedback or file A-to-Z Claims as long as you align with the Communication Guidelines. However it is the Buyer's decision if they want to respond or not.
I will however deliver your feedback to leadership, but at this time you will need to work within the Amazon policies as they currently exist. Thank you for your understanding.
-Glenn
Seller_4zBzdtgCyS9EI
A buyer shouldn't have to run around trying to "fix problems". If I buy a new product, I expect it to work out of the box, no hassles.
It appears, a lot of your reviewers truly hate your product and you said it's an opportunity to update your item. Well, sounds like it needs to be, as this is just a sample of many reporting issues......
Item arrived when opened, broken
1.0 out of 5 stars Not worth frustration
Verified Purchase
The sprinkler itself dosent fit all hoses, big problem. If you happen to have a big/smaller size it might fit?
Depends on size, as threads don't allow tight fit, IT LEAKS EVERYWHERE!!
1.0 out of 5 stars So annoying
Verified Purchase
I hate this sprinkler. Seriously, you have to have some kind of specialized degree just to use it. It over sprays and is so hard to figure out. I returned it and bought something a little more user friendly.
Seller_4zBzdtgCyS9EI
A buyer shouldn't have to run around trying to "fix problems". If I buy a new product, I expect it to work out of the box, no hassles.
It appears, a lot of your reviewers truly hate your product and you said it's an opportunity to update your item. Well, sounds like it needs to be, as this is just a sample of many reporting issues......
Item arrived when opened, broken
1.0 out of 5 stars Not worth frustration
Verified Purchase
The sprinkler itself dosent fit all hoses, big problem. If you happen to have a big/smaller size it might fit?
Depends on size, as threads don't allow tight fit, IT LEAKS EVERYWHERE!!
1.0 out of 5 stars So annoying
Verified Purchase
I hate this sprinkler. Seriously, you have to have some kind of specialized degree just to use it. It over sprays and is so hard to figure out. I returned it and bought something a little more user friendly.
Glenn_Amazon
Greetings @Seller_ctmoP8Vw3rAvW,
From my experience, I agree with @Seller_4zBzdtgCyS9EI. As a customer I don't want to have to reach out to resolve issues once my product arrives. I like to open the box and be set to go. If you are running into issues where buyers regularly need assistance or additional accessories to make the product work for them you may want to update the detail page to make it more clear what the buyer needs or what the product is compatible with. Reviewing your feedback is a great way of determining where the Buyers might have confusion or misunderstandings that you can resolve before they need it.
The best solutions are ones that solve problems before they can arrive. Please feel free to reach out again if you have further questions.
-Glenn
Glenn_Amazon
Greetings @Seller_ctmoP8Vw3rAvW,
From my experience, I agree with @Seller_4zBzdtgCyS9EI. As a customer I don't want to have to reach out to resolve issues once my product arrives. I like to open the box and be set to go. If you are running into issues where buyers regularly need assistance or additional accessories to make the product work for them you may want to update the detail page to make it more clear what the buyer needs or what the product is compatible with. Reviewing your feedback is a great way of determining where the Buyers might have confusion or misunderstandings that you can resolve before they need it.
The best solutions are ones that solve problems before they can arrive. Please feel free to reach out again if you have further questions.
-Glenn
Seller_ctmoP8Vw3rAvW
Hey Glenn...
Have you ever heard Jeff Bezos interview on how you can never satisfy every customer? but every time you try to do you get better... People don't want to run around to fix problems I get it and no one does. the purpose of how to manuals , customer service is just for that...
with what you say and what its_all_Nuts_again says the whole industry of customer service is non sense ...
I we need to wake up to reality
Seller_ctmoP8Vw3rAvW
Hey Glenn...
Have you ever heard Jeff Bezos interview on how you can never satisfy every customer? but every time you try to do you get better... People don't want to run around to fix problems I get it and no one does. the purpose of how to manuals , customer service is just for that...
with what you say and what its_all_Nuts_again says the whole industry of customer service is non sense ...
I we need to wake up to reality
Glenn_Amazon
Hi there @Seller_ctmoP8Vw3rAvW,
This is my experience, but I do agree that one should try to help every customer to the best of our ability . But what's better than just helping solve problems is preventing those problems in the first place by figuring out the cause and developing a strategy to mitigate or prevent those experiences.
Please note however if you have any feedback on Amazon's policies or your experiences I'm happy to take it to leadership. Thank you for your understanding.
-Glenn
Glenn_Amazon
Hi there @Seller_ctmoP8Vw3rAvW,
This is my experience, but I do agree that one should try to help every customer to the best of our ability . But what's better than just helping solve problems is preventing those problems in the first place by figuring out the cause and developing a strategy to mitigate or prevent those experiences.
Please note however if you have any feedback on Amazon's policies or your experiences I'm happy to take it to leadership. Thank you for your understanding.
-Glenn
Seller_ctmoP8Vw3rAvW
Oh, of course
I agree with you it is better to make it not happen at the first place, that is the aim and dream of any business.
But does Amazon achieved 100% customer satisfaction? It is impossible.
if a customer leaves a bad review about a product on a well known brand like Amazon it self it won't affect the business much.
but If Amazon choose to emphasize of negative feedback of a customer who don't want to be contacted, return the item, or use warranty but just want make misleading comment .. that wouldn't be a fair play.
recently there is a video review of my product that says product doesn't spray enough with the water pressure at the customer water source. the customer seem to use bad plumbing and connection. And there is no way to know for me what kind of water pressure the sprinkler is getting.. if there is some unseen defect on the product there is no way for me to test it and make corrective action.
instead what Amazon choose to do was put that comment on a bill board on my product with no way for me to reply, or provide customer support.
I do not think it is fair to expect 100% customer satisfaction and penalizing for not getting so.
I got more than 25 thousand satisfied customers with less than 300 dissatisfied customers who I am not given a chance to help
please enlighten me how that is helping businesses and customer.
Seller_ctmoP8Vw3rAvW
Oh, of course
I agree with you it is better to make it not happen at the first place, that is the aim and dream of any business.
But does Amazon achieved 100% customer satisfaction? It is impossible.
if a customer leaves a bad review about a product on a well known brand like Amazon it self it won't affect the business much.
but If Amazon choose to emphasize of negative feedback of a customer who don't want to be contacted, return the item, or use warranty but just want make misleading comment .. that wouldn't be a fair play.
recently there is a video review of my product that says product doesn't spray enough with the water pressure at the customer water source. the customer seem to use bad plumbing and connection. And there is no way to know for me what kind of water pressure the sprinkler is getting.. if there is some unseen defect on the product there is no way for me to test it and make corrective action.
instead what Amazon choose to do was put that comment on a bill board on my product with no way for me to reply, or provide customer support.
I do not think it is fair to expect 100% customer satisfaction and penalizing for not getting so.
I got more than 25 thousand satisfied customers with less than 300 dissatisfied customers who I am not given a chance to help
please enlighten me how that is helping businesses and customer.
Glenn_Amazon
Hello@Seller_ctmoP8Vw3rAvW,
While I understand that you are frustrated with your experience with this buyer and at this time Amazon does not allow Sellers to contact product reviewers. Ultimately it is the buyer's decision on if they want to reach out to you or not. Additionally Amazon policy will only remove product reviews if they are in violation of the Product Review Policies. Please note that Product Reviews do not impact your Seller Account Status.
Regarding negative feedback, Amazon expects you to say below 1% order defects per the Order defect rate policy. While 100% positive experiences is impossible, Amazon does set a high bar of expectation to ensure that Buyers continue to get good experiences on Amazon. You can reach out to Buyers who leave Negative Feedback or file A-to-Z Claims as long as you align with the Communication Guidelines. However it is the Buyer's decision if they want to respond or not.
I will however deliver your feedback to leadership, but at this time you will need to work within the Amazon policies as they currently exist. Thank you for your understanding.
-Glenn
Glenn_Amazon
Hello@Seller_ctmoP8Vw3rAvW,
While I understand that you are frustrated with your experience with this buyer and at this time Amazon does not allow Sellers to contact product reviewers. Ultimately it is the buyer's decision on if they want to reach out to you or not. Additionally Amazon policy will only remove product reviews if they are in violation of the Product Review Policies. Please note that Product Reviews do not impact your Seller Account Status.
Regarding negative feedback, Amazon expects you to say below 1% order defects per the Order defect rate policy. While 100% positive experiences is impossible, Amazon does set a high bar of expectation to ensure that Buyers continue to get good experiences on Amazon. You can reach out to Buyers who leave Negative Feedback or file A-to-Z Claims as long as you align with the Communication Guidelines. However it is the Buyer's decision if they want to respond or not.
I will however deliver your feedback to leadership, but at this time you will need to work within the Amazon policies as they currently exist. Thank you for your understanding.
-Glenn
