The Internet doesn’t lend itself well to censorship. In fact, attempts to censor information usually lead to a great deal of public scrutiny. Take Ham Radio Deluxe, for example. Until a few days ago I hadn’t heard of the software or the company that creates it. But then the company tried to make a negative review posted by a user go away. Now I’ve not only heard of the company but I know that it’s a company that I won’t ever do business with:
This tactic, however, is a new twist on the old “punish customers for negative reviews” game. A user of Ham Radio Deluxe wasn’t too happy with its apparent incompatibility with Windows 10. He posted a negative review of the software at eHam.net, calling out the company for its seeming unwillingness to fix the underlying issue.
The “customer support” at HRD Software then pointed the user to its terms of service, stating that it had the right to do what it had just done. HRD Software reserves the “right” to “disable a customer’s key at any time for any reason.” Then it told him the blacklisting would be revoked if he removed his negative review. Bonus: mention of a capital-A “Attorney” for added seriousness, I guess.
If you remove the eHam review, which was blatantly false, we will remove the blacklist from you call. You are not buying software, you are buying your callsign’s access to the software. the so called bug you reported is not one in HRD, but one in the CAT commands of the FT3000 radio, which have been verified with yaesu. Again refer to section 8 of the TOS, which was written by our Attorney.
There are many ways to deal with negative reviews. Usually the best option is to ignore them. Not everybody is going to have a good experience with your product so you need to accept that some users will give negative reviews. If a particular negative review is hurting business you can either act on that review by improving your product or you can issue a rebuttal if the review is based on false information. What you should never do is try to coerce the reviewer into deleting their review. That looks scummy to everybody watching.