Last week I was asked eModeration’s opinion of this story about a Greek Apple reseller Systemgraph, who are suing a customer who complained – possibly with justification – about the damage they caused to his machine whilst supposedly fixing it. You may have heard the tale: the unhappy Mr Papadimitriadis posted his story on a forum, and in return, the company is suing him for 200,000 Euros for reputational damage. According to their statement on the AV Club forum, the law suit was in response to an “organised attempt to slander and insult” the company via social media sites, blogs and forums. The Twitterati have been enjoying this hugely – a post quoted by the article reads: ”In defense of #Systemgraph, their feelings were very hurt. 200,000 Euros is a bargain considering how hurt their feelings were.”
How should you engage with customers who slate your product or service? What if they are battling you – or with each other – on your own site? eModeration’s new white paper (to be published on this blog tomorrow) will provide a guide on how to set up a review site, handle and moderate reviews, act on feedback and use it to your advantage.