In this instance, I can see the reviewers issue, but however, I have some issues where the whole google reviews/YELP thing is a giant POS.
In the car business, you would have people dumping horrid reviews for dealerships, for their own stupidity. One of the most hilarious ones, was where a client went 85,000 KMS without changing their oil, and when they grenaded their engine, it was clearly the 'stealerships' fault just fishing for work. People complaining about accrued interest, thinking that a loan should be a simple calculation like the tax, then the leave a freak out review online, saying the dealer scammed them, by using a standard amortization chart like every bank in in North America.
The examples are nearly infinite, and the term "The customer is always right" always comes up... when in many cases they are 100% wrong. And the dealer has zero power to have one of these completely non-nonsensical reviews removed. The only action they can take sometimes, is to sue the living hell out of the reviewer to get them to pull it down. Google will do absolutely nothing to help you, even if the review said ABC motors killed my puppy, pooped in my mouth, and brought Hitler back to life with a time machine and interred my entire family in a concentration camp. Even if you flag it as inappropriate, it stays.
Needless to say, I can understand both sides. When you have a bat-shart crazy customer leaving a completely false review, you have no choice to pursue legal action now, as google reviews is one of the most important marketing tools out there. That being said, it is deeply flawed, and slanted in the clients favour, even though the dealers pay huge to use google's services.
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