Germany Demands Google to Improve Customer ServiceAdded: Friday, May 3rd, 2013
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Germany recently joined the club of Google-haters and issued an ultimatum to the company to start answering user questions through email or face the consequences. The outfit called Federation of German Consumer Organizations has told the company to promise it would provide customer service by responding individually to users’ questions sent via email.
According to the outfit’s project manager for consumer rights Carola Elbrecht, once Google makes an official promise, it will be fined if it breaches the undertaking. Google always has a choice to refuse the outfit, but if it does then the Federation of German Consumer Organizations will take it to court immediately.
Media reports point out that under the local Telemedia Act, businesses have to provide an email address to allow users to contact them quickly. However, providing an email address for questions is not enough to comply with the requirement – the entity has to actually communicate over it. As for Google, the company has a habit of answering questions with automatic replies, which isn’t helping much.
Now, local users of Google’s search engine, Google+, YouTube and other services of the company who send it an email are not getting anything back. As a result, users have to use email forms or dig through the help forums in order to find an answer to their questions and solve their problems. In the meanwhile, users are notified that because of “technical reasons” they can’t get a reply to the mail they just received. Instead, the search engine directs the receiver to its forums and support pages. In the United States, doing evil to customers is a widespread business practice, but in Germany it violates the German Telemedia Act.
May 3rd,2013Posted by:
Friday, May 3rd, 2013
|posted by (2013-05-04 02:13:05)|
|So people are so dumb in Germany that they can't use Goggle to find out the answers to their questions. OK I get it now.Happy Endings 3x22|
|if i owned google i just say screw you and ban and block those nazie's from even using it|
|posted by (2013-05-04 10:38:46)|
|comments (1) (2) sorry very narrow minded this is the thin end of a very big wedge so please wake up and smell the coffee|
|posted by (2013-05-04 18:27:16)|
|And in complying, Google will reply only with generic formula/template responses that answer nothing and often misrepresent the question. Here's hoping Germany sticks to it and fines/blocks/whatever else is in their power. Then maybe North America can learn something (lol ya right)|
|posted by (2013-05-05 13:57:21)|
|@belgrader Dude it's a search engine. What questions are consumers going to ask? Do people not know how to type in a question? A better question is why hasn't this come up before? What a stupid overreach.|
|@ poster#2: 1st of all: not every German is a Nazi (just a dedicated few of us! )|
and 2nd: Nazi's were just people too...and the Nazi-survivors of today ARE just people too ya know! xD
|posted by (2013-05-07 16:25:06)|
|@poster#6: what a gay uniform and what a gay comment, poor germany, i hope that there are not many "people" like you.||
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