Manufacturer Bad Review Response. Which Way Is Best?
Hi all-
I've been having disagreements about how to respond to bad reviews on the sites of some of our e-comm partners with my boss.
To give a little background, the complaint was about a poorly made part of one product. Our factory had, without informing us, switched a piece from Nylon plastic to ABS plastic, meaning that the piece was brittle and had a tendency to snap rather than flex. The first inkling we had that there was a problem was from these bad reviews. We've fixed the problem, and the new components with the right kind of plastic are starting to filter out to the market. Aside from this we have great reviews, almost all 4 or 5 stars, and even most of these "bad reviews" are 4 stars.
He feels that we should write our own review, stating up front that we are the manufacturer and that we have addressed the problem component.
I feel that the reviews are the wrong place to respond, and that consumers don't want manufacturers giving their 2 cents in the P2P review area.
That said, I don't know that I have a better response aside from trying to get our customers to change the copy, which as we all know can take forever, if they will do it at all, or if we're best off just leaving it alone.
Additionally boss feels that going to our e-comm partners and asking for a copy change is pointing out a negative to our customers.
Anyway, I'm just not sure what the best response is (both to the reviews and to him. Any advice from your savvy folks would be awesome.
Thanks
CJ
I've been having disagreements about how to respond to bad reviews on the sites of some of our e-comm partners with my boss.
To give a little background, the complaint was about a poorly made part of one product. Our factory had, without informing us, switched a piece from Nylon plastic to ABS plastic, meaning that the piece was brittle and had a tendency to snap rather than flex. The first inkling we had that there was a problem was from these bad reviews. We've fixed the problem, and the new components with the right kind of plastic are starting to filter out to the market. Aside from this we have great reviews, almost all 4 or 5 stars, and even most of these "bad reviews" are 4 stars.
He feels that we should write our own review, stating up front that we are the manufacturer and that we have addressed the problem component.
I feel that the reviews are the wrong place to respond, and that consumers don't want manufacturers giving their 2 cents in the P2P review area.
That said, I don't know that I have a better response aside from trying to get our customers to change the copy, which as we all know can take forever, if they will do it at all, or if we're best off just leaving it alone.
Additionally boss feels that going to our e-comm partners and asking for a copy change is pointing out a negative to our customers.
Anyway, I'm just not sure what the best response is (both to the reviews and to him. Any advice from your savvy folks would be awesome.
Thanks
CJ
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mrgoe -
Thanks
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