[Administrative] READ FIRST: How this forum works.
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Thread: READ FIRST: How this forum works.

  1. #1
    Retired ECF Forum Manager Team ECF (folding@home)
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    Default READ FIRST: How this forum works.

    This forum is designed to allow members to post a negative experience with a supplier so that other members of ECF can benefit from your experience. This forum also serves as a place where the supplier may respond to your review and attempt to make it right without interference from parties not involved in the dispute.

    This forum is NOT a place to carry out a vendetta, launch a crusade, or otherwise maliciously attack any supplier, regardless of their status on ECF.

    These basic rules as posted by Angus still apply:

    • Any member may start a review thread. They may also reply to any thread that they make.
    • The supplier that the review is about may respond to that thread.
    • Non-supplier members will not be able to respond to threads that they did not start.
    • Any negative review by a member must be about a recent customer service issue that they have personally experienced with the supplier in question.
    • All reviews must state the name of the supplier that the review is about in the thread title.



    These additional rules and conditions apply effective immediately:

    1. The 7 day rule.
    a) If your complaint is less than 7 business days old it has no place here. Before you can post a review about a negative experience, you actually have to have one. The 7 day rule allows the supplier a fair chance to respond to your complaint. Reviews that do not have a date may be set to non visible as stated in the sticky.

    b) Please remember that Canada Post closes during the holidays. This effectively shuts down Canadian suppliers because even though they can process your order, they can not ship it. Please wait ten (10 days during these postal shutdowns before posting a review. During the holiday season it is a given that ALL suppliers will have postal issues -- so please consider extending this courtesy to US vendors during the holiday season as well.


    2. This forum is for reviews of actual CS related experiences, not reviews of products or questions. Please see this sticky: IMPORTANT REMINDER---What to post and what NOT to post here

    3. As per ECF Forum rules communications are considered private. Posting the content of PMs or personal emails on the forum is not allowed. All PMs and emails are deemed to be confidential and cannot be made public except with the prior written consent of the author.

    4. Reviews and complaints revolving around rebuildable atomizers, wicks, coils, and tanks using them will not be entertained at all in this forum. Please see this sticky: Warning - Rebuildable atomizer wicks and coils

    5. At staff discretion, we will prepend the thread titles to show their status. This allows members to know at a glance if this review/complaint has been resolved. Unfounded and malicious complaints may be be marked as such.

    ECF strives to be open and fair, it is in the best interest of the community that malicious reviews that are started out of anger or with an agenda are plainly marked. It is also In the interest of the community that resolved complaints be noted as well as complaints that have not been resolved to the satisfaction of the complainant.
    Last edited by Misty; 10-21-2013 at 08:41 PM. Reason: clarifying: 7 business days

  2. #2
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    Please note that we have a tough job to do here in order to maintain a balance. Unacceptable performance by a Supplier needs to be flagged up; people need to be able to see who is failing in the area of customer service. Because there are many vendors of virtually every product, what sets a vendor apart is good CS or bad CS - and people have a right to know about that.

    What people don't have a right to do is:
    • Complain about something that happened yesterday. There needs to be time for the vendor to fix the problem. A staff member might initially make a mistake, and this can be fixed. Sometimes it can be resolved to the benefit of the customer in excess of their expectations, when the facts become clear and are brought to the attention of senior staff.
    • Wage some kind of personal vendetta against a Supplier because of a past issue. All we want to know about is the current issue, and if it has no validity, then we are not interested.

    This whole area is highly complex and there are multiple factors that affect the outcomes. Mistakes can be made, or misunderstandings occur. If a vendor is shipping over 100 orders a day then frankly it is impossible that there will be no errors - please give them time to fix the problem. On the other hand they may have a customer service or warranty issue that people justifiably find unacceptable and that needs to be flagged up; and in that case let's see the details.

    Frequently a vendor has warranty details for certain products that mean someone will be disappointed in the event of a product failure. This is a common event. Perhaps people should read these warranty conditions more closely; or perhaps the conditions are too strict considering the price of the item. A $5 item is disposable and there is no point in complaining if it only lasts a week - that's what it is designed to do. On the other hand if it costs $25 then you might have a point. By all means post the issue and let the vendor respond. Much of the time they give customers the benefit of the doubt and make good even when they don't have to if the warranty conditions were to be strictly followed.

    Basically we want to provide a place where fair criticism or unresolved issues can be published and responded to (or just publicized). What we don't want is unrealistic or unfair complaints that most other people would consider unjustified.

    It needs to be recognized that there are both vendors making mistakes, and fraudulent (or extremely unrealistic) customers. Somehow we have to sort one from the other. Help us to get the best information out there.

    __________________________________

    Please post the date of the issue otherwise we will assume it was yesterday and set the post invisible for a week, or delete it.

    Please say why you think this is a serious issue that the community needs to know about, and not something that all vendors are probably guilty of at one time or another.

    __________________________________
    Last edited by rolygate; 10-02-2012 at 01:22 PM.
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  3. #3
    Retired ECF Forum Manager Team ECF (folding@home)
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    Updated the 7 day clause to remind folks that sometimes a couple extra days are warranted.
    Donovan69 likes this.

  4. #4
    Retired ECF Forum Manager Team ECF (folding@home)
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    Due to repeated failure of members to properly utilize this forum I have implemeted a standard form to input a negative review/ complaint.

    It is a known issue that some mobile devices will be able to post without using the form, however if you post without using the form and do not include all of the required information that is specified in the form your review is subject to deletion. Please click here to see an example.
    gthompson, calsax and sonicdsl like this.

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