Vodafone India Threatens Upset Customer With Defamation For Complaining About Bad Service

from the yeah,-that'll-work dept

You would think, by now, that companies (especially big companies) would recognize that attacking customers who complain about service online is a strategy destined to backfire in a big bad way. And yet, it continues to happen. Vodafone India has apparently sent a legal nastygram to a customer who complained about crappy Vodafone service on Facebook, and tried to reach top management to get their attention. The story is made a bit more confusing by the guy complaining that Vodafone somehow has access to his "private" conversations, but (from the description in the article) it sounds like the guy might not have known that if you don't set conversations to private, then they're open to the public. Even so, the larger issue is the almost certain backlash for any company that threatens a customer (no matter how annoying) for complaining on Facebook or Twitter. Focus on fixing the problem, not attacking the messenger.


Reader Comments (rss)

(Flattened / Threaded)

  1.  
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    PrometheeFeu (profile), Jun 6th, 2011 @ 10:32pm

    I remember once complaining about my rates being raised by Geico on Twitter. It felt very arbitrary and I was quite annoyed by it. Within hours, a Geico rep had messaged me to give me a succinct explanation and apologize for the inconvenience. They didn't solve the underlying issue that I wanted to give them less money, but it definitely made me feel better about their company.

     

    reply to this | link to this | view in thread ]

  2.  
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    Prisoner 201, Jun 6th, 2011 @ 10:43pm

    Say hello to Mrs Streisand.

     

    reply to this | link to this | view in thread ]

  3.  
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    abc gum, Jun 7th, 2011 @ 4:39am

    "it sounds like the guy might not have known that if you don't set conversations to private, then they're open to the public."

    The default setting is public?
    Seems to be a recipe for disaster.

     

    reply to this | link to this | view in thread ]

  4.  
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    John D (profile), Jun 7th, 2011 @ 5:58am

    If it wasn't for bitching on Twitter, I don't think Time Warner would have ever shown up for my installation.

     

    reply to this | link to this | view in thread ]

  5.  
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    dwg, Jun 7th, 2011 @ 9:33am

    Can you hear me defaming you now?

    Hey Vodaphone,

    (1) Nice public image you're creating. Better to go global with a misguided legal notice than to let one dissatisfied customer flame out.

    (2) In California, we have a statute--Cal. Civ. Code S 425.16--called the Anti-SLAPP Statute that specifically deals with attempts to silence protected first-amendment behavior like your customer's. If there is a statute like this one in whatever jurisdiction you're threatening legal action, be warned--they have teeth.

    (3) Shuddup.

     

    reply to this | link to this | view in thread ]

  6.  
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    Bnesaladur (profile), Jun 9th, 2011 @ 8:12pm

    @ dwg - I doubt Vodafone-India worries about that because India has no such laws, although some statutes could be extrapolated to be used in that fashion they are not built for anti-SLAPP uses.
    as per information I found at http://www.inhouselawyer.co.uk/index.php/india/9307-slapp-suits-in-the-indian-context

    @ abc gum - Ya no kidding. Anytime a system designed to facilitate the spread of potentially private information fails to give the users protection of privacy by default, there is a problem. Per post public access should be available as an opt-in with the ability to opt-out later with warnings to the effect that once made public opting out may not prevent its access. Full public opt-in access should be used carefully and definitely not be on by default; also warnings should be in place to notify the user that it is on to prevent it being changed accidentally.

    @ Prinsoner201 - lol.

    @ PrometheeFeu - It is cool that they contacted you and apologized and explained themselves, despite failing to give you a deal. Understandable I guess, in a sense. Even more cool that they worked with you rather than suing you and being douche-bags.

     

    reply to this | link to this | view in thread ]

  7.  
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    suresh, Dec 19th, 2011 @ 9:07pm

    want to know the details of mobile number

    want to know the details of mobile number 8143403678

     

    reply to this | link to this | view in thread ]


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