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  • It may be time to disable customer comments on products

    • It may be time to disable customer comments on products

    Discussion started by VanishingPoint
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    At the risk of beating a dead horse, I have to once again complain about negative ratings from customers.

    Like I've said in my previous posts, I can understand if customers aren't happy about a product. But what I can't understand is why they post a negative rating without any comments... and why CGTrader continues to allow it.
    And I can't understand why customers post a negative comment without asking for help or without asking for support or even trying to work with the merchant or the CGTrader staff.

    Here's the latest example:
    A customer left a comment on my model saying it looks nothing like the sales images. He didn't leave any other information, such as what software he was using or what render settings he used. He also didn't ask me for any support.
    I asked the CGTrader staff to ask him for more information so I could help him, but the customer didn't reply and CGTrader deleted the comment.
    Then the customer left another comment on my product asking why his previous comment was deleted. Personally, I don't think this is an appropriate comment to leave on a product- if a customer wants to know why a comment was deleted, he should ask the CGTrader staff, not post it as a product review.
    Then after this comment was deleted, he again posted his first comment saying the product doesn't render correctly. And yet again, he simply complained rather than ask for help or explain what he was trying to do.

    I'm getting tired of the vague negative comments, then asking CGTrader to look into the issue, then the customer doesn't respond, and then the customer gets upset when their comment is removed. Though again, this wouldn't be an issue if customers asked for help in the first place rather than simply leaving negative comments.
    And while it's nice to get positive comments, statements like "that's cool" don't help potential customers make a purchasing decision.

    So I'd like to make the suggestion that comments no longer be allowed on models. Or if this can't be done, then give merchants the option to disable comments on their products.

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    Posted over 7 years ago
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    Answers

    Posted over 7 years ago
    1

    I can agree ability to leave comments could be a switch option but removing comments globally would be a back step.

    Regarding those client issues;
    you know a client has a contact button?

    Also, you could use that same functionality (the comment section) for making the point your all in for satisfying that client “relentlessly”, so that no mistake can be made about that.

    Your client may have felt like getting shut up in this case?
    Not judging here I don't know anything about your case but theirs always nuances from both sides.

    Anyways, a conversation can stay there in the comment section for people hoe would maybe encounter that same problem, they would know about it upfront and also know about a solution to that specific issue mentioned in that conversation.

    Also the people that read it get notion about how swiftly you take care of the situation, that can turns a negative into a positive.

    VanishingPoint wrote
    VanishingPoint
    You make some good points. But should it be the vendor's responsibility to ask the the customer *after* the customer has posted negative feedback? Or should it be the customer's responsibility to ask for help *and then* post a negative comment only if the seller can't solve the issue?
    iterateCGI wrote
    iterateCGI
    Ideally the customer would indeed ask for help and not just post a negative rank, but we can have lots of wishes (and nurture them) about how things should be in the world, maybe its better to take peace not all of wishes will come true and adapt to the things we get? My answer to your question would be personal opinions and they can differ, but personally I would say we need to take as mush responsibly as possible regarding our clients, we need them right? I’m always for taking full responsibility (no matter what) regarding my clients and the reputation of my label I'm representing. If I leave one client unsatisfied then that could potentially have bad consequence for my next clients and the label I'm representing (keep google in mind, information is very easy to find about anyone or anything), the net is very interconnected and news is hard to contain on it, so I usually go above and beyond to satisfy a client if he gets into trouble. So yeah when a client would post a negative rating I would indeed contact him and spend all time needed to get him satisfied, I see this as investment into securing my own future. I’m also concerned about the reputation of the CGtrader label as a whole and the position of my label on it, so I’m not going to let anyone slip away and give him a chance to complain anywhere about how bad it was to deal with this CGtrader designer (me), on contrary again I see time spend as investment securing the good reputation of CGt label and my position on it. Basically I want CGtrader label representing quality and I want to be that quality on it ;-) It could sound far fetched but its just a motivational mindset for me that keeps me alert to my humble part here and pursuit to make the best of it. PS: all this maybe brings a good idea to mind, what if the negative rank would not be fixed and thus after customer gets satisfied he can redraw his vote and change it to a positive (wasn't this proposed already a while ago)?
    Posted over 3 years ago
    1

    I occasionally have users with problems due to trying to import into a non native program that I don't have access to and the program has messed up the model in some way. They almost always ask for help but sometimes they just immediately leave a negative rating and comment and I think they do that because they are phishing for a refund and they've lied about whatever issue they've had. Users should have to provide evidence along with their comments and rating which is then reviewed by cgtrader and then a chance to contest and is only posted if you can't

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