Pages

Sunday, October 10, 2010

Google and the BBB

The Better Business Bureau (BBB) is an organization which allows businesses to be accredited based on their integrity and performance as measured by their ability to quickly and fairly respond to customer complaints. How well a company responds to complaints and upholds the basic principles of the BBB determines what grade the company receives by the organization. For the most part technology companies have done very well with the grades they have received, while on the other hand Google has barely received a passing grade.

Companies such as Yahoo!, Microsoft and AT&T Mobility have received an A+ while Apple and Verizon Wireless have received a B+ and B, respectively. Google on the other hand has received a C- from the BBB. Why? It seems the company has failed to respond to all of the complaints filed against it through the BBB. The information comes from the Understanding Google Maps & Local Search blog which also posted how the BBB described Google by saying:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, more than one complaint is unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

In other words, all Google had to do to get a good score was to respond to all complaints. Their inability to do so shouldn’t be too surprising though. As the blog points out Google saves a ton of money by not having an adequate support department as was clearly evident when the company tried to release their own smartphone, the Nexus One.

Considering the bad PR a C- rating gives Google you would think the company could step up and get the adequate resources necessary to respond to all complaints. We’re not talking about a lot of complaints here. According to the blog it seems the company failed to respond to all of the 47 complaints it received. That’s a pretty low bar and it’s sad that Google can’t get over it

16 comments:

Max Steel said...

I doubt many people will stop dealing with goggle no matter what the bbb says

lovebloggin said...

good stuff

razortek said...

cool post bro!!:)
Welcome to Italy!

swizzfor said...

i like google :(

MMAwillgrow said...

Google are global monsters.

Nailgun said...

Well, A C is still a passing grade right,,, well, maybe not

-ITW- said...

google doesn't take shit from anybody, and while they do a lot of good for the internet, they do just as much bad at the same time.

Donkote said...

wow that's pretty surprising. Maybe they should put more time into resolving complaints.

Dan said...

I'm surprised Apple didn't get an A+. They have so many fan boys they could disappoint with bad service!

amidoinitrite? said...

Thanks for the comments on my blog :)

I have new bubbles on Enhanced by MS Paint!

Randy Weezner said...

hmm...google isnt so might after all hmmm?

Author said...

Haha whenever I have a problem I just use Google to search for a solution. In that sense they have the ultimate customer support.

Nikola Begedin said...

All you need is to report an issue with your blog or a piece of software to see how bad they are with responding.

Even worse, when they do, their default stance is that it's your fault.

I guess they an afford it, so they do it.

Center50 said...

Wow! :/ who woulda thought

Robert said...

Sounds like some serious shit!

joe said...

people will bitch about anything, and some people will never be satisfied. so their complaints will be unresolved because the people themselves won't let them be resolved

Post a Comment