The complaint also points out that many of the disgruntled customers posted messages on Apple's own forums only later to have their posts moderated or completely removed by Apple forum administrators.
"It appears that Apple has engaged in substantial editing of the posts on the discussion forum," the lawsuit indicates.
If you have an online forum, and I think they are a good idea, be prepared for negative posts. If the criticism is merited, tell the customer what the company is doing to fix the situation. If the criticism is unwarranted, calmly respond with the facts and let the facts speak for themselves. Don't remove negatives posts, unfair ones can be self discrediting when the facts are immediately placed beside them.
Charlie Sorrel doesn't think much of this lawsuit.
2 comments:
I agree. Maintaining a forum is hard work because it is a very useful Internet marketing tool. However, negative post should not be removed simply because they criticized. Only Spam and inappropriate posts should be removed.
It is very new and we are all still finding our way.
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