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Thread: How to deal with fake reviews


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Permlink Replies: 25 - Pages: 2 [ 1 2 | Next ] - Last Post: Sep 28, 2017 11:31 AM Last Post By: Mrs Julia Evans Threads: [ Previous | Next ]
Maria Semina

Posts: 11
Registered: 08/03/16
How to deal with fake reviews
Posted: Aug 21, 2017 2:11 AM
 
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Good afternoon.
I am the author of a children's book. One of the readers left a deceitful comment on my book. Here is this review:

".... is a good book for the age level. UNFORTUNATELY ... In the copy that I received was included a book by another author entitled "would you like to play with my ass?" Which is an adult bawdy humor book not suitable for 8 year olds. Luckily, I looked through the pages before giving it to a friend's daughter. Suggest if you buy it, check the middle pages of the book before giving it to a child. "

This is the absolute lie. The fact is that the paperback version was printed by Amazon KDP. This is the PDF file. There is not and can not be any other author's book about sex or something like that in it! This is very easy to verify.
I wrote several letters to Amazon, but the result is zero.
I understand that this is, most likely, unfair competition. But Amazon must somehow react to this. What do i do? Can I leave a comment on this false response or is it better not to do so?
I will be grateful for any help and any advice.
Thank you!
Maria Evan.
Mrs Julia Evans

Posts: 300
Registered: 05/22/16
Re: How to deal with fake reviews
Posted: Aug 21, 2017 3:44 AM   in response to: Maria Semina in response to: Maria Semina
 
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Hi Maria,
Unfortunately, the honest answer to your question is you need to grow a thicker skin, and accept and move on. It doesn't matter that the review may be total... well, you know what! In zon world the customer is always right, and has the right to say whatever they want and there's nothing authors can do about it. Luckily you have other good reviews, so it doesn't stand out too badly. Some people get unfair bad reviews right after publishing, and that makes life a whole lot tougher. I was wondering whether you checked the name of the reviewer? Do you know her? She might hide behind another name, but she's not invisible! My last thought is whether you've complained to the zon in terms of the poor review, or on behalf of the outraged customer. After all, they printed the book (presumably?). If they accepted responsibility (that the error happened in the printing stage) that may be step one in getting the review removed. Just my thoughts. Good luck. J

Edited by: Mrs Julia Evans on Aug 21, 2017 2:43 PM
Maria Semina

Posts: 11
Registered: 08/03/16
Re: How to deal with fake reviews
Posted: Aug 21, 2017 4:32 AM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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Hi Mrs Julia Evans,
Thank you for your answer! Of course, I do not know this person.
If this person does not lie, it turns out that Amazon printed a children's book with erotic content. It seems to me this is a subject for serious investigation. Is it possible? I'm sure this is impossible. I'm sure that Amazon is too serious and good company. And technically I can not imagine how this could happen.
After this review, sales fell very significantly. And I do not know how to deal with this.
Joseph M Erhardt

Posts: 4,306
Registered: 12/21/15
Re: How to deal with fake reviews
Posted: Aug 21, 2017 4:53 AM   in response to: Maria Semina in response to: Maria Semina
 
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Maria Semina wrote:
Hi Mrs Julia Evans,
Thank you for your answer! Of course, I do not know this person.
If this person does not lie, it turns out that Amazon printed a children's book with erotic content. It seems to me this is a subject for serious investigation. Is it possible? I'm sure this is impossible. I'm sure that Amazon is too serious and good company. And technically I can not imagine how this could happen.
After this review, sales fell very significantly. And I do not know how to deal with this.

Get a friend or customer of yours (do NOT do it yourself) to Comment on that review. Also to flag that review as unhelpful. That's the only thing that comes to mind.
Mrs Julia Evans

Posts: 300
Registered: 05/22/16
Re: How to deal with fake reviews
Posted: Aug 21, 2017 5:01 AM   in response to: Maria Semina in response to: Maria Semina
 
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I suggest you contact A*zon and ask them to investigate it for you on behalf of your 'outraged customer'. Use the 'Contact us' button, and when they give you a bland reply, click that they didn't help you and get it escalated until you get to communicate with a real person. As to your sales falling 'significantly', I'm not sure what that equates to, but if you check the forums, you'll see that most people are reporting a recent and quite significant slump in sales and pages read. it could be entirely coincidental. Either way, I wish you the best of luck getting this resolved. J
Maria Semina

Posts: 11
Registered: 08/03/16
Re: How to deal with fake reviews
Posted: Aug 21, 2017 2:39 PM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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Joseph M Erhardt, thank you for your advice! Unfortunately, I do not have such friends. You know, someone already left a comment there. I do not know who this person is, but I'm very grateful to him. Here's the comment:

"Leaving aside my genuine disbelief that this actually happened at all... as the other customer pointed out, if it did happen, this would be an issue with Amazon's printing, and not the author's fault at all. Instead of leaving a 1* review, why didn't you lodge a complaint where the responsibility lies? With Amazon? What makes me doubt that the review is genuine is the fact it's still here. If a complaint had been lodged, and Amazon had known it was their fault, one hopes they would have been fair to the author and overridden their 'customer is king' policy and removed your review. Just doesn't ring true to me".
Maria Semina

Posts: 11
Registered: 08/03/16
Re: How to deal with fake reviews
Posted: Aug 21, 2017 2:46 PM   in response to: Maria Semina in response to: Maria Semina
 
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Mrs Julia Evans,

thank you very much! I'll try to write to the Amazon for the fourth time. I hope they understand the absurdity of this situation. )
Mrs Julia Evans

Posts: 300
Registered: 05/22/16
Re: How to deal with fake reviews
Posted: Aug 21, 2017 2:58 PM   in response to: Maria Semina in response to: Maria Semina
 
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It looks like you've had a few people sticking up for your book, so hopefully that will help future readers work out whether the review is genuine or not. I'd still try to contact Amazon to see what they say. It would be better to get rid of it altogether. Good luck. J
Cynthia E. Hurst

Posts: 1,723
Registered: 02/25/13
Re: How to deal with fake reviews
Posted: Aug 21, 2017 3:55 PM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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I actually had something similar happen, although fortunately the 'insert' wasn't offensive. A friend bought one of my books in paperback and found about twenty pages of another book in the middle. She complained and received another correctly printed copy, and gave me the faulty one, so I had proof it did happen. In the OP's case, I would definitely contact Amazon and tell them there was a quality issue which was not your fault, and ask if the review (although possibly accurate) could be removed.
Maria Semina

Posts: 11
Registered: 08/03/16
Re: How to deal with fake reviews
Posted: Aug 22, 2017 1:01 AM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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Mrs Julia Evans,

Thank you for your help and support.
I just wrote the fourth letter to Amazon. I hope that they will make the right decision.
Maria Semina

Posts: 11
Registered: 08/03/16
Re: How to deal with fake reviews
Posted: Aug 22, 2017 1:03 AM   in response to: Cynthia E. Hurst in response to: Cynthia E. Hurst
 
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Cynthia E. Hurst,

It is incredible how such errors can occur. Thank you for your advice. I wrote again to Amazon. I will hope for the best. )
Maria Semina

Posts: 11
Registered: 08/03/16
Re: How to deal with fake reviews
Posted: Sep 6, 2017 10:11 AM   in response to: Maria Semina in response to: Maria Semina
 
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I would like to express my deep gratitude to this community and personally to everyone who has helped and supported me. Amazon removed this review.
I also wanted to thank the staff of Amazon, who made the only right decision.
Thank you again!
Mrs Julia Evans

Posts: 300
Registered: 05/22/16
Re: How to deal with fake reviews
Posted: Sep 6, 2017 11:47 AM   in response to: Maria Semina in response to: Maria Semina
 
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Thanks for letting us know. It's always nice to hear a success story. Best wishes. J
Joseph M Erhardt

Posts: 4,306
Registered: 12/21/15
Re: How to deal with fake reviews
Posted: Sep 6, 2017 5:36 PM   in response to: Maria Semina in response to: Maria Semina
 
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Maria Semina wrote:
Amazon removed this review.

You know, I thought the Earth moved ...

That's great news. I'm surprised.
Maria Semina

Posts: 11
Registered: 08/03/16
Re: How to deal with fake reviews
Posted: Sep 7, 2017 6:12 AM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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Mrs Julia Evans, I am especially grateful to you! I really hope that you will also have many, many success stories.

Joseph M Erhardt, I no longer hoped. But it happened. ) Thank you! Your advice was very helpful.
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