Much assured by vendors' response to low ratings. A proposal

[frascati]

When I read the horror stories accompanying some ratings online it really raises my blood pressure... even keeping in mind the maxim that most good service goes unreported. Probably most shoppers have had at least one experience bad enough in the past to feel an irresistable empathy with the sufferer of bad service. So it's hard to keep a clear perspective. All I need is just a couple of bad comments to scare me away.

So it was with considerable comfort to see so many of the problem comments responded to when I went looking for such on B&H photo a moment ago. Generally customer comments of this type are offered online as an emotional plea of last resort, not even expecting consideration beyond issuing warning to others and venting frustration.

While reading some of B&Hs responses to complaint, i wondered if some mechanism might be implemented allowing such feedback to progress, visible to others like myself looking on, to some satisfactory conclusion... whereby the rating might be converted by the complaintant, and restoring the good rating score of the vendor? This would provide a much greater incentive for vendors to address issues as comprehensively B&H appears to be doing.