ResellerRatings Update

[kg2k]

Originally posted by ScottW
BTW - all comments for all time are still available if users want to page through and read them.

This isn't exactly true. I have seen negative comments from a week or two back that were erased and replaced with nothing but fluff and praise after the company contacted the customer and offered them something to make them happy.

I have mentioned this once before but these recent changes just reiterate my point that some companies here have a clear advantage, and this is from a consumer point of view. There are one or two companies here that are way over-hyped in my opinion and this recent change obviously benefits them the most. One company in particular seems to receive regular negative feedback but they watch this site like a hawk and immediately contact the customer and offer them something to make them happy and change their review. They also give away free gifts to those that post positive feedback here and word gets around, thus increasing their rating here. There is already practically a monopoly of this site by this business and this new update only makes it worse. I think at the very least the comments should be marked as edited so when you see the original date you can compare it to the edited date to see if it might have changed. As it is you would think this company is practically perfect in every way and there is absolutely no way to tell other wise by looking at the ratings and reviews. Here is a recent quote from someone who changed their rating and comments after being contacted "xx was the supervisor and he seem very anxious to get this rating raised.” Most just seem to edit their review and leave that part out.

I do think this company that I am referring to is good overall but I believe if editing was disabled this company would be no more then a 7 or 8, far lower then they are rated right now. As it is they are over-hyped and use every advantage to that effect. This new system only adds to that. The more a few select companies dominate the advertising generated here, the harder it’s going to be for the smaller companies to compete. As far as I am concerned, the more companies out there competing for my business the better.

It seems to me that some companies only have great customer service and step up to the plate after they get complaints here, and that’s all they need to do to secure a very good rating. Other companies try very hard to have good customer service throughout and that should be reflected. I would love to hear the opinions on editing reviews and ratings from some of the other business owner’s out there.

[Admin RR]

Sounds like you have a vendetta against company "x". No company has a "monopoly" on the site. Bottom line: customers have ultimate control over what comments appear on the site. We're not going to require that their original review remain if they choose (for WHATEVER reason) to alter it.

If a user has a bad experience and a merchant steps in to remedy it, I have no problem whatsoever if the user edits their review to reflect their new opinion, especially if they say "I had a problem but the merchant stepped in to remedy it". Is it the case that that any particular merchant has poor overall customer service and only temporarily improves it to improve their reviews? I don't know, but as long as a merchant is willing to make the users of ResellerRatings.com happy, then I don't see the harm in that company's reviews leading would-be shoppers to make a purchase.. In that case, all they have to do is return to the site, post a bad review, and have their situation remedied (apparently).

[kg2k]

I don’t know that I have a vendetta against company x, perhaps I do. I have ordered from them several times over the last couple of years and used to recommend them. I do find it strange that they are so over-hyped here though when my only experience with their customer service seemed sub-par to me. I think the company is good over all but probably no better then many of the "good" quality companies out there. I do also think that they are one of the companies that benefit most from this recent change.

Like you said though, as long as the customer is willing to come back here and be vocal if something goes wrong, it does appear that they will be taken care of. It still just seems a little unfair to me for the small companies that try hard to take care of everybody all of the time yet don’t have the resources to devote to this site that a couple of these other companies have. It makes this seem more like advertising then actual accurate ratings for resellers, perhaps more of a referral service. There could be some great companies out there that don’t have the ratings of some of the more mediocre companies that use this site to it’s fullest advantages.

[Mortis]

kg2k and others... I have watched this thread and related others with some interest. I think everyone here brings some valid points to the table including R&R's methodologies and Internet Company's practices. I think Scott's (Admin's) proposed resolution to represent/show both LifeTime and 6Month Averages is a fair one and probably more accurate- not only will a consumer be able to view overall merchant performance, but they will be able to view recent exchange reviews. In this way- a Merchant could have a medium overall rating (scattered past business mistakes) and a current high rating (current improved business practices). This would serve to allow businesses to grow and improve as well as give appropriate credit/attention to smaller merchants who do not move as much volume as others. This could also provide R&R some valuable data- it would be possible after a baseline time to measure business' performance in relation to consumer reviews to report and compare R&R's effectiveness. This could lend to further R&R's credibility and power as a consumer tool (which is already enormous).

One step further, we already witness and see this. I am biased toward this merchant spoken about. However, that is based on my own empirical business interactions with the Merchant- I have never had a bad dealing. But, If someone does have a sour interaction, referencing R&R to gain results is exactly what this site is also for. Not only is R&R a pre-purchase tool, but it is/should aslo be a post-purchase tool/enforcer. Yes, business' should be straight up at first... but should they not be or should they encounter error (whatever the cause) during the transaction, this site serves to also assist in remedying that situation. As far as the consumer's/reviewer's ability to edit posts- I see the positive side that allows for consumer empowerment as it obligates/encourages the Merchant to react to Consumer Complaints ensuring satisfaction. Should this option be removed, the consumer's position in a transaction could suffer, as he/she does not have as much to levy. With that said, the only forseeable alternative would be to not allow the user to edit his/her initial review but instead allow them to add an addendum to their original post- however, I am not sure how R&R would factor this in to the rating scale... or even if it would be possible.

As for the comments about the Mentioned Merchant in these threads... I have recently praised them. Not because I "got something" from them, but because I received a defective board (first time from this Vendor and have it happen from other Vendors) and wanted to RMA it. It happened to be out of stock and they told me to pick another board at Greater Value as the replacement. I didnt request this action or mention anything other than- hey.. for whatever reason it doesnt work- I want to exchange it for another. I would have been pleased with a direct replacement and would have waited if I had to- as it was a "BlowOut Special." But they suggested the remedy and THAT impressed me. As for the gift items as Customer appreciation or possible relations remedy- it is Promotions. Most businesses who can afford it do it as an effective means of Marketing.

I have checked out the other sites here and when I need to make another purchase I will go to the site with the Best Price and Highest Rating.

Just my thoughts as a Consumer. I wish all the Merchants the Best of Luck...
Mortis

[outsideloop]

To ScottW:

You mentioned in one of the messages above that a lifetime rating section would be employed on the front page of the site. When is this going to happen?