Amazon has a real problem with the comments posted on its platform. And if its powerful algorithms manage to detect some of the fake reviews published there, there is still a long way to go to put an end to some dishonest practices.
Because in addition to the networks of sellers who organize themselves to obtain positive comments in exchange for free products, Amazon has to deal with sellers who contact customers outside the network to offer them a refund… and suggest that they delete a negative comment. .
This is what recently happened to me. At the end of January, after having purchased a MacBook Air M1, I am going in search of a USB-C hub as complete as possible. I set my sights on a model from a Chinese brand, sold for around thirty euros, and whose comments and various tests found online are, a priori, positive. I receive the accessory a few days later and use it for a while.
After several weeks, I realize that the battery life of my MacBook, supposed to reach nearly fifteen hours on this new model equipped with an M1 chip, painfully reaches five hours before it is necessary. to reload.
Some online research and a few tests later will tell me that my problem is most likely due to this accessory. What I can confirm a few days later, after having broken my PEL to invest in an official Apple adapter: I no longer have a battery problem.
Quite dissatisfied with this purchase which ends at the bottom of a drawer, I decide to leave my opinion – negative – on the product page on Amazon. The comment is accepted by the merchant site and published on the product page on 1er April 2021.
Twelve days later, on April 13, I received an email obviously from customer service, according to the Gmail address used. In the subject line, two envelope emoji with hearts and the words ” [Important] Hello geoffroy, 25 euros for »enough for me to stop reading and go my way thinking that it is once again a spam.
A week goes by, and a new email from the same address arrives in my inbox. This time, “customer service” shows me a Heart emoji at the beginning of the object, and says ” [Lettre d’excuse] Hello geoffroy, a gift voucher of 30 euros… ”. Despite these 5 euros earned in barely seven days, I go my way again.
A week later, a new missive arrives in my inbox. This time, the object indicates a “special gift”, and a “refund of 30 euros”. The word refund is intriguing enough that I finally decided to open the message.
It’s Laura, from customer service for my USB-C Hub brand, who insists and tells me she wants “Do your best to improve [mon] shopping experience ‘ regarding the hub purchased on Amazon and for which I left a negative comment. The brand offers me its sincerest apologies and wishes to offer me a refund of 30 euros to compensate for the mediocrity of their accessory.
I am then offered two options: a transfer via PayPal, or an Amazon gift card of 30 euros that I can use to make my purchases on the platform.
To me, this offer is suspect. But after all, why not. I am reimbursed for a defective product, which I no longer use. I therefore respond to the message indicating that I accept the offer and provide my Paypal account to receive the refund.
I already expect to receive a message asking me to remove my negative comment in return for the refund. Goal no. Laura answers me, thanks me and tells me that the refund will arrive within two to three days.
The refund actually arrives the next day in my PayPal account, without my having to delete my comment. What a bad language I am.
But Laura is not done with me. She sends me a new message the next day, to find out if I have received my refund. And finally, I wasn’t really wrong about Laura. She had an idea behind her mind.
In her post, she explains to me that her job is very difficult, and that she hopes I could help her remove the comments on the accessory, and adds the direct link to the negative comment I left on the product. Laura tries to take me by the feelings, now that I have received my thirty euros, I am apparently indebted to her.
Amazon has no way of verifying what just happened to me let alone why dozens, arguably hundreds, maybe even thousands of customers suddenly change their negative review to a 5-star positive one. on its platform.
Laura, who provides customer service in France for the accessory manufacturer, contacted me outside of any legal framework, without going through Amazon, using a Gmail address, to contact me on my personal Gmail address.
Laura tried, using the shapes and emoji, to bribe me into withdrawing my negative comment. I kept my thirty euros. And left my negative comment on the product. Sorry, Laura.