| Title | Negative Software Review Results in Company Bricking Reviewers Software | |
| Date | Monday December 19 2016, @09:50AM | |
| Author | ||
| Topic | ||
| from the how-to-run-a-business dept. | ||
An Anonymous Coward writes:
After leaving a negative review and opening a support ticket about HRDSOFTWARE, a customer was told that he needed to download and install the latest version; then they would be able to provide support. He followed their directions, and once the download was installed, the program started, displayed the splash screen, and then completely shut down. After calling the support line to ask them to explain what they were doing, they informed him that he was blacklisted and the file they directed him to download blocked the software on the computer from running. PDF of ticket.
This thread on a ham radio enthusiast forum details the customer's complaint along with the expected peanut gallery postings. Discussion spread to other fora, accusations flew of favoritism and deleted posts. One co-owner pops in to say he's fixed the user's problem. Then something interesting happens on page 37. The other co-owner of HRDSoftware steps in and apologizes, reinstates the user's software, and spends the next 25 (and counting) pages engaging with the community and talking about how he can improve things going forward.
This story started out being about how users get punished for giving negative feedback, but now it is also about how to be a responsible business owner and respond to your userbase.
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printed from SoylentNews, Negative Software Review Results in Company Bricking Reviewers Software on 2024-04-25 07:54:14