Inaccurate and untruthful statement in review
Hello,
We were recently made aware of a Vine review where the customer gave his opinion on one of our products and a 1 star rating. The review was disappointing but it happens. Given the opportunity we always endeavour to assist and resolve any issue and would have done so with this customer.
We keep records of all customer issues but cannot identify the reviewer as they are using a review name not their name. Where we are unhappy is that at the end of the review they stated they 'binned the item as we demanded a test fee to check the reported issue.
Under no circumstances would we ever have done this but as we cannot identify the reviewer we cannot locate our Amazon messages and fully refute. We reported this issue to community-help@amazon.co.uk and explained we were not unhappy with the reviewer excercising their right to review the product but we took issue with the false claim re our business practice demanding a test fee for checking the reported fault and felt this impacted on other customers perception of us.
The responses were less than helpful and were simply a cut and past of policy which we had already read and felt the ‘test fee’ comment infringed. Each further attempt got the same identical cut and past reply and no reference to the actual body of text we were challenging. We would reach out to the customer if we knew who they were and we are surprised a VINE reviewer would make this false claim.
Has anyone any suggestions as to how the reviewer could be contacted or how we may press for a better and more understanding Amazon reply?
Thanks
8 replies
Seller_0pkMTMROIPEmY
I would be extremely wary of trying to manipulate a product review irrespective of circumstances , especially in light of Amazon’s recent policy update sent 5/10/18. If you are the same cable mountain we have purchased from a number of times in the past your products have extensive large volumes of positive product reviews that would negate a single negative review, in addition to the extremely high seller feedback. Any sane buyer would ignore that single review.
Amazon are taking a very strong stance on product reviews even where a review has been mistakenly adding to the wrong product or is clearly wrong in content, they will not remove it as has been reported on a number of occasions on these forums.
I would not risk your account trying to reach out to a product reviewer
Seller_XSxOz3Qwd83Yo
Hi
We have around 94% 3 or above stars on this product with probably only 1% of all purchasers actually reviewing. We do not object to their view on the product, it could have been faulty, they may have needed set up advice or tech support and we would have definitely have offered it if we were contacted. Ultimately their view of our product is their view and we are fine with that. It is simply the last line of the review where we are not happy as this would never have happened. All our communications are done through messaging so Amazon, we and the customer will have a definitive record. We would never ask for a ‘test fee’ to help correct a customer satisfaction issue.
This is the text of the review with 1 out of 5 stars -
The review started
Could not initially comment on signal quality or any improvement it could or did offer as the connection was weak and the cable was disconnecting under its own weight. It was intended to replace another that was more firmly connected, not as tight as it could be, but this was wholly unacceptable.
Although clearly not as expected despite the sellers’ later attempt to reassure otherwise, it was found that it only managed to deliver a relatively weak signal strength of 7 across several Freeview bands whereas the previous lead which was itself recently doubted that since delivered a full-strength signal at Level 10 across the range. The aerial was not moved, re-orientated etc when connecting and disconnecting the two leads. With a variety of other equipment, the connectors were loose in every instance giving lie to the sellers’ claim of full compliance.
Disappointing quality and not therefore recommended. This was therefore binned as the seller wished to impose a fee to test it; that was not acceptable.
The policy on reviews clearly gives circumstances where the seller can appeal a review based on inaccurate, defamatory, libellous statements contained in the review and the final sentence we feel falls within that so quite rightly we reached out to Amazon to consider our objection under their own rules. There is little point in setting policy and introducing an appeal process if that process is not clearly applied and the appeal information not clearly considered. That is the point we were making. By all means be as scathing as you feel you have to be in a review but stock to substantive facts is the point we were making. If review policy guidelines are not adhered to then we should feel comfortable and justified in working with Amazon to use their systems to assist us. This is not feedback manipulation just commonsense. I am also unclear why reviewers need Psuedonyms to post reviews. If they are a genuine customer, as I am sure they are, then show their details. At least that way we can review all communications and see if there is some way the customer was confused by any advice given or if our communications can effectively refute the statement we objected to, as I am sure they would.
Asin B001RU6VDC refers.
Kind regards
Den
Seller_72Sy9T6sEfmjl
You can reply to reviews. Just add a reply stating you think the reviewer has made a mistake in thinking you asked for a test fee as you never do and it’s against consumer law.
Then just leave it at that.
Seller_XSxOz3Qwd83Yo
Thanks for all the advice folks - Guess I was just crusading on a point of principle. Have a nice day.
