BEACON TRANSCRIPT – A dissatisfied customer left a bad review to Garadget, a smart garage door opener. The creator of the device seems that he didn’t take the critique too well, since he had an incredible response. He decided to teach the customer a lesson by making the device inoperable.
Dennis Grisak is the creator of the smart garage door which can be controlled via an internet connection. He launched an Indiegogo campaign where he succeeded in raising more than twice the sum he was planning to obtain. However, the reputation of Grisak’s company might change dramatically.
A harsh critique got a stringent response
This week, Robert Martin complained about the iPhone app which controls Garadget. He left a bold comment on the community board of Garadget. He reported experiencing trouble with recognizing the door, so he uninstalled the app, then he installed it again, and it still did not work.
This made him very angry, so he went on Amazon, where he had purchased the device from, and gave it a one-star review, accompanied by some not so pleasant words. He advised other customers not to waste their money on the product and called the controlling app “a piece of junk”.
Grisak answered to the complaint on the community board, but he had a hard time dealing with such impulsiveness. He said that he was no longer willing to offer help via customer support if he was going to witness such fits of anger. Thus, he informed the customer that he could return the product to get a refund, since the device would be disabled.
People were stunned at the exchange
Needless to say, this exchange went viral. Some users compared Grisak’s action to the bricking of the device. However, he denied such comparison.
“No changes are made to the hardware or the firmware of the device, just denied use of company servers.”
People were amazed that a company would disable one of its products on purpose, especially after it had already been purchased by a customer. After rethinking the issue, Grisak admitted that he might have acted impulsively and performed a bad move for the image of the company. The issue was settled afterwards and the customer regained his connection.
This should teach a lesson for both customers and companies. Even if you are dissatisfied by a product, you should state your complaint in a polite manner. Also, if a customer is not content with your services as a company, acting impulsively is the least of the solutions.
Image Source: Wikimedia Commons