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Thread: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam


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Permlink Replies: 10 - Pages: 1 - Last Post: Nov 9, 2017 1:49 PM Last Post By: Mrs Julia Evans
Brian Burke

Posts: 4
Registered: 09/23/17
Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 7, 2017 2:53 PM
 
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Help!

Pretty sure I'm losing sales. customer claims she never received ebook after hitting buy with one click, seems generally sketchy. wondering if it's malicious or just confused..Posted as header in her one star review, 'never received book, scammed!' nice huh? Commented on her review with details on how to contact Amazon to resolve issue, no response. Who do I talk to to get the review removed?
Donna St Felix

Posts: 5,418
Registered: 09/18/13
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 7, 2017 3:07 PM   in response to: Brian Burke in response to: Brian Burke
 
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Brian Burke wrote:
Pretty sure I'm losing sales. customer claims she never received ebook after hitting buy with one click, seems generally sketchy. wondering if it's malicious or just confused..Posted as header in her one star review, 'never received book, scammed!' nice huh? Commented on her review with details on how to contact Amazon to resolve issue, no response. Who do I talk to to get the review removed?

Contact Customer Service below at Contact Us.
Don't be shocked if they do not remove it.
The buyer probably doesn't know how to work things on her end.
Joseph M Erhardt

Posts: 4,443
Registered: 12/21/15
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 8, 2017 4:18 AM   in response to: Brian Burke in response to: Brian Burke
 
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Also, see the many threads on the forums that conclude that it's just better not to reply, or touch in any way, wacko reviews like this. Anyone else reading the title of that "review" will know the poster has issues.

You can, of course, see if KDP will remove the review, but if they don't, it's still best not to do anything. And you certainly don't want to get into an interchange with the poster--if they want to, they'll then go on to one-star all your other works.
Notjohn

Posts: 22,927
Registered: 02/27/13
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 8, 2017 1:44 PM   in response to: Brian Burke in response to: Brian Burke
 
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And always remember:

I before E
Except after C
Or when pronounced like A
As in Neighbor or Weigh.

So the word is Receive.

(There are exceptions, but I don't remember them.)

People do notice things like that, and take away stars when the rules are violated.

(Don't trust KDP to publish a print edition. Don't trust CreateSpace to publish an ebook.)

Good luck! -- NJ

Notjohn's Guide to E-Book & Print Formatting

The blog:
http://notjohnkdp.blogspot.com
Salamander Mall...

Posts: 299
Registered: 10/16/17
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 8, 2017 2:38 PM   in response to: Brian Burke in response to: Brian Burke
 
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Brian Burke wrote:
Help!

Pretty sure I'm losing sales. customer claims she never received ebook after hitting buy with one click, seems generally sketchy. wondering if it's malicious or just confused..Posted as header in her one star review, 'never received book, scammed!' nice huh? Commented on her review with details on how to contact Amazon to resolve issue, no response. Who do I talk to to get the review removed?


Well, you're probably not going to get it removed, if only because customers can write whatever they want in Amazonia and the comments are there for customers, not you. More importantly, you've pointed out the stupidity of your customer by schooling him in public. It's one thing for other customers to read the comment and think, What a knucklehead, but it's quite another thing when you do it. For those potential customers who actually read the comments, you may have done a better job of chasing them away than the silly comment itself. If nothing else, even if they buy the book they'll certainly think twice before leaving a comment, since you've demonstrated yourself to be the prickly type.
Brian Burke

Posts: 4
Registered: 09/23/17
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 9, 2017 7:12 AM   in response to: Notjohn in response to: Notjohn
 
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seriously?
Brian Burke

Posts: 4
Registered: 09/23/17
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 9, 2017 7:21 AM   in response to: Brian Burke in response to: Brian Burke
 
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You w're all pretty much off base. 24 hours after requesting amazon remove the post, they did. There is policy around what a reviewer can post. A spellling corrrrrection, a scolding for even considering having a libelous review removed? glad I'm not you. Thanks to the poster who recommended the contact us link, it was the solution.

Edited by: Brian Burke on Nov 9, 2017 7:22 AM
Emily Veinglory

Posts: 3,370
Registered: 04/25/13
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 9, 2017 9:09 AM   in response to: Brian Burke in response to: Brian Burke
 
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There's also a report button under each review. Reviews on delivery, rather than the product, are not allowed. But reporting them doesn't always work.
Mrs Julia Evans

Posts: 597
Registered: 05/22/16
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 9, 2017 11:14 AM   in response to: Brian Burke in response to: Brian Burke
 
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Hello Brian,

In fairness to all those who responded, they weren't so far off base.

A'zon is notoriously stubborn for refusing to have reviews removed, and in fact yours is only the second one I've come across this year that was successful.

However, it's worth (everyone) noting that your case and the other one had something in common... In both cases the reviewer was actually complaining about something which was wholly Amazon's fault, and was nothing to do with the author or the book.

In the previous review (complaint), the author was blamed when some pages from an erotica novel allegedly turned up in the middle of a paperback children's book. While the claim was unbelievable (to many of us) it was probably because a couple of people commented under the review that A'zon were to blame, that they finally took it down. That author also complained to A'zon, despite being told by people on the forum that it was hopeless.

Possibly your comment under this review, coupled with your contact us message was enough for Amazon to remove it for reputational reasons. They don't like their failures to be highlighted.

Whatever the reason, it's good to know that under certain circumstances it can be done.

I'm glad you got it resolved.

Best wishes. J
Brian Burke

Posts: 4
Registered: 09/23/17
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 9, 2017 1:18 PM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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Thanks for the reply. i don't see how you could substantiate the claim they are reluctant to remove reviews unless they release relevant data. forum posts don't count towards vetted instances. Amazon seems responsive to me, solving my issue inside of 24 hours, which is great service for a company that large. I'm generally appreciative of comments meant to inform, but when those comments prove contrary to actuality, i expect there to be some mea culpa, not doubling down. which sorta explains my remarks lol. anyway, thanks for the reply, best out to you.
Mrs Julia Evans

Posts: 597
Registered: 05/22/16
Re: Reviwer Says She Didn't Recieve Ebook, one star review, calling book a scam
Posted: Nov 9, 2017 1:48 PM   in response to: Brian Burke in response to: Brian Burke
 
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Brian Burke wrote:
Thanks for the reply. i don't see how you could substantiate the claim they are reluctant to remove reviews unless they release relevant data. forum posts don't count towards vetted instances. Amazon seems responsive to me, solving my issue inside of 24 hours, which is great service for a company that large. I'm generally appreciative of comments meant to inform, but when those comments prove contrary to actuality, i expect there to be some mea culpa, not doubling down. which sorta explains my remarks lol. anyway, thanks for the reply, best out to you.

Brian,

I think most of us speak as members of the forum who've been around for quite some time, and have seen hundreds if not thousands of other authors complaining on the community and unsuccessfully trying to Amazon to have unfair /fake/biased reviews taken down.

I'm not here to substantiate any claims... the community archives can do that without my help, anytime you want to check them out.

And I would hardly suggest that my peers' posts need vetting to substantiate them. I have no reason to suppose they would come to the community simply to lie to us.

Either way, some of the responses you have received will have been somewhat reflective of our time on the community. Experiences here do that to regular posters, myself included.

The point I was making was that you are fairly unique, or if not, every other successful complainant has remained remarkably and uncharacteristically quiet about their success.

Of course, the other alternative could have been that you were lucky enough to have been assisted by someone in customer services who was feeling particularly kind-hearted today.

But, as neither of us will ever be able to 'substantiate' that one way or the other, I guess we'll just have to leave it on that thought.

Again, I am pleased for your successful outcome, and wish you all the best.

J

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