Really interesting snippet from the US Consumerist.com site. Gadgets outfit eForcity responded to a customer's complaint about a car-charger she bought from them by telling her she could have a full refund if she removed her negative comments about their product from her review on Amazon.
An interesting take on the "fake reviews" side of the UGC-business, a company leveraging its refund powers to effect user comment and essentially seek to censor Amazon reviews. Of course, consumer protection kicks in at some point, but it does show the natural progression we'll get as retailers seek to control the comment online.
Foolhardy to try to do such a thing you might think but it's still mighty tempting for some businesses. They would of course be better off trying to wow the customer with the fix to her complaint rather than strongarm her.
Wednesday, 9 July 2008
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