When Companies delete facebook posts

[AZMSGT]

Seems as though several companies in the reefing world have some PR problems and are always deleting negative posts on their facebook pages. When I say "negative", I'm not referring to bashing a company. I'm referring to posts of customers looking for help when the company in question won't help or can't help because it's after hours.

For instance, "My tank sprung a leak, who do I contact and how do I fix it?" Posts like this and similar deleted by the company trying to cover up things.

Another, "My doser tubing split, where do I get a replacement tube?" Company in question doesn't carry tubing or you pay an exorbitant price for the next higher assembly. When people tell the person where to get the parts cheaper. (a competitive company) they delete the posts.

In my mind these companies are only shooting themselves in the foot. People do see what they are doing and know what's happening. Really sad and it kills their integrity as a trust worthy company. The two above examples are things I have seen and as an owner of these products I won't be supporting the companies with the purchase of new products in the future. There's other fish in the sea....

This is NOT an anti facebook posting so if you’re anti facebook please refrain from commenting. This is a post about companies that delete postings to suit them.

 

[LiamPM]

Seems as though several companies in the reefing world have some PR problems and are always deleting negative posts on their facebook pages. When I say "negative", I'm not referring to bashing a company. I'm referring to posts of customers looking for help when the company in question won't help or can't help because it's after hours.

For instance, "My tank sprung a leak, who do I contact and how do I fix it?" Posts like this and similar deleted by the company trying to cover up things.

Another, "My doser tubing split, where do I get a replacement tube?" Company in question doesn't carry tubing or you pay an exorbitant price for the next higher assembly. When people tell the person where to get the parts cheaper. (a competitive company) they delete the posts.

In my mind these companies are only shooting themselves in the foot. People do see what they are doing and know what's happening. Really sad and it kills their integrity as a trust worthy company. The two above examples are things I have seen and as an owner of these products I won't be supporting the companies with the purchase of new products in the future. There's other fish in the sea....

Completely agree, I have an ever growing mental note(list) of companies that are more happy to delete posts, questions etc than try to help and will never do business with them.

I think it’s fair to say we all know who the main large one is and the lengths some people go to, to remove any bad posts, following said bad posts across multiple groups just comes across ridiculous.... even though they aren’t bad in a business sense. For example if you show on said post how helpful your staff or members are and that you will go out of your way to help then it’s just good publicity. It’s why I thought those groups existed to begin with.

Huge case of shooting yourself in the foot. The fact myself and people I know will no longer support that type of business is a small blip on sales for sure, but I imagine many many more take the same stance as me too, which will eventually damage business.

 

[ScottR]

Just stop using Facebook. I haven’t used it for years.

 

[AZMSGT]

Just stop using Facebook. I haven’t used it for years.

This post isn't about using Facebook or not. It's about companies that delete postings. If you don't use it that's your choice then please refrain from commenting. Just posting that you don't use facebook is like saying I don't have a fish tank so I don't have a Ich problem. Thanks

 

[AZMSGT]

Completely agree, I have an ever growing mental note(list) of companies that are more happy to delete posts, questions etc than try to help and will never do business with them.

I think it’s fair to say we all know who the main large one is and the lengths some people go to, to remove any bad posts, following said bad posts across multiple groups just comes across ridiculous.... even though they aren’t bad in a business sense. For example if you show on said post how helpful your staff or members are and that you will go out of your way to help then it’s just good publicity. It’s why I thought those groups existed to begin with.

Huge case of shooting yourself in the foot. The fact myself and people I know will no longer support that type of business is a small blip on sales for sure, but I imagine many many more take the same stance as me too, which will eventually damage business.

I totally agree with your comments and Yup, you know who I'm talking about. Which is telling in and of it's self. When I don't even have to mention a company by name and people know who the king of delete posts is.. That says allot.

 

[Gareth elliott]

There are many ways companies use social media, also many different budgets.

Non reefing non internet exampl:

About a decade ago Coca Cola hired an outside security firm to defend its bottling plant in Mexico. A protest occured outside the plant and the outside security firm opened fire.

Coca Cola at the time had several new beverages about to hit market, gold peak tea. Well instead of trying to gain new customers via apologies etc. to sell their new products, they made a new company. If no one knows coke made this, no one will associate this beverage with us.

Small businesses on the other hand have very limited funds and personnel, and social media experts are not hired by every firm.

Often times negative posts get very emotional and in the long run are not helpful to either claimant or other users. As their 15 hour a week forum moderator is not necessarily as prepared as their representative reachable via phone or email.

It is also difficult to weed out the trolls from the legitimate customers. So many companies use their social media for increasing their visual presence not customer service.

Ill give the example of Andrea Polito, a texas wedding photographer. A couple was unhappy with their wedding album. After several exchanges Polito refunded the purchase. The couples facebook campaign did not stop, they kept with negative postings. Eventually she had no customers. This particular couple ended up losing a defamation suit to Polito and were forced to pay her $1million dollars. As they forced her out of business.

 

[ScottR]

This post isn't about using Facebook or not. It's about companies that delete postings. If you don't use it that's your choice then please refrain from commenting. Just posting that you don't use facebook is like saying I don't have a fish tank so I don't have a Ich problem. Thanks

I see FB as toxic. Their whole system is toxic. I refuse to use it.

 

[italquam]

I see FB as toxic. Their whole system is toxic. I refuse to use it.

I am with you on that

 

[italquam]

I totally agree with your comments and Yup, you know who I'm talking about. Which is telling in and of it's self. When I don't even have to mention a company by name and people know who the king of delete posts is.. That says allot.

Who is the company , can someone at least PM the name

 

[EMeyer]

I see FB as toxic. Their whole system is toxic. I refuse to use it.

Yeah, a lot of people havent looked closely at this and don't realize the fundamental problems with FB. Its not just a matter of preference, "don't use it if you don't like it" - the underlying mechanics built into FB are objectively a problem for all of us, assuming we have to interact at some point with people who do use FB.

There are many examples but the easiest is the fact that when person X logs into FB they see different news than when person Y logs into FB. Voila - person X and person Y now live in completely different realities. In contrast, we all see the same thing when we open a newspaper, visit cnn.com, or turn on fox news. It was all fun and games and cat pics until people started actually relying on Karen from FB for their news. Now, it wont end well.

 

[LiamPM]

There are many ways companies use social media, also many different budgets.

Non reefing non internet exampl:

About a decade ago Coca Cola hired an outside security firm to defend its bottling plant in Mexico. A protest occured outside the plant and the outside security firm opened fire.

Coca Cola at the time had several new beverages about to hit market, gold peak tea. Well instead of trying to gain new customers via apologies etc. to sell their new products, they made a new company. If no one knows coke made this, no one will associate this beverage with us.

Small businesses on the other hand have very limited funds and personnel, and social media experts are not hired by every firm.

Often times negative posts get very emotional and in the long run are not helpful to either claimant or other users. As their 15 hour a week forum moderator is not necessarily as prepared as their representative reachable via phone or email.

It is also difficult to weed out the trolls from the legitimate customers. So many companies use their social media for increasing their visual presence not customer service.

Ill give the example of Andrea Polito, a texas wedding photographer. A couple was unhappy with their wedding album. After several exchanges Polito refunded the purchase. The couples facebook campaign did not stop, they kept with negative postings. Eventually she had no customers. This particular couple ended up losing a defamation suit to Polito and were forced to pay her $1million dollars. As they forced her out of business.

I think you’re maybe missing the point though, or maybe I am yours.....

I dont mean to single out one company BUT, there is one that as soon as an issue arises, they close it out without any real explanation, it’s then deleted never to be seen. They then have moderators who regularly visit this forum (that itself should be frowned upon) and whilst someone is asking innocent advice about their problem that was deleted on an official route then come here to play it down completely.

as a business owner, I get problems and complaints, it’s inevitable when trying to please every type of human being, however I will publicly post a fix or help in a way I can. The problem that gets me isn’t the actually deleting of any slight issue, it’s the fact that people take that stance and say “you can’t moderate everything and people will always knock a company to the ground constantly” so it’s better off removed but they generally don’t, if they had 10 problems today alone but all 10 were addressed I’d still purchase from them....no matter the size of your company if you brief your staff or helpers on what you expect they will then adhere to it. They are clearly briefed to delete and remove any post that slightly goes against their greatness. That’s their call to do. They choose to degrade the customer that already spent their money with them.

From your example with the photographer, that’s an extreme case. If she legitimately ended up with no more customers, then something was very wrong. In business you’re reviews etc should speak for themselves, if one constant barrage of degrading comments can cause you’re business to fold then there is something else at play.

 

[LiamPM]

Yeah, a lot of people havent looked closely at this and don't realize the fundamental problems with FB. Its not just a matter of preference, "don't use it if you don't like it" - the underlying mechanics built into FB are objectively a problem for all of us, assuming we have to interact at some point with people who do use FB.

There are many examples but the easiest is the fact that when person X logs into FB they see different news than when person Y logs into FB. Voila - person X and person Y now live in completely different realities. In contrast, we all see the same thing when we open a newspaper, visit cnn.com, or turn on fox news. It was all fun and games and cat pics until people started actually relying on Karen from FB for their news. Now, it wont end well.

Same gist with R2R though isn’t it? Many different opinions on here for the same thing, just like the news.

Down to us all to figure out what should be taken as correct for ourselves.

 

[AZMSGT]

I see FB as toxic. Their whole system is toxic. I refuse to use it.

Again, not applicable to the conversation and you keep trying to derail the point of the conversation. This is NOT an anti Facebook posting. It’s to discuss companies that delete posts on facebook.

 

[ScottR]

Again, not applicable to the conversation and you keep trying to derail the point of the conversation. I asked you to stop and you won’t, perhaps Facebook isn’t the only toxic thing in your life.

Facebook enables this behavior. I’m not trying to derail your thread bud. Just saying.

 

[AZMSGT]

Facebook enables this behavior. I’m not trying to derail your thread bud. Just saying.

:rolleyes:

 

[Gareth elliott]

In business you’re reviews etc should speak for themselves, if one constant barrage of degrading comments can cause you’re business to fold then there is something else at play.

This couple went a little extreme.
The news story on it. Went with this article as had a more personal feel than some of the others.
Photography by its nature is almost all word of mouth. So very easy to destroy a reputation. When I still did event photography, when starting out I did free events if they would sign a waiver that i could use any and all photos for advertising. And if happy with the service make a review lol.

as a business owner, I get problems and complaints, it’s inevitable when trying to please every type of human being, however I will publicly post a fix or help in a way I can. The problem that gets me isn’t the actually deleting of any slight issue

Also a business owner, personally I only use social media for reach, i still don’t understand twitter lol. But i was a little convoluted in my post. Meant to say many small businesses, Other than petco/petsmart i think its safe to say all reefing companies fit in here, may not have the funds or employees to properly manage an interactive social media presence. There is also a difference in culture that occurs, as many reefing companies are not based in the US. But they could very well, close their commenting system to avoid this issue. Or simply respond with “please call or email, list contact info”

 

[EMeyer]

Same gist with R2R though isn’t it? Many different opinions on here for the same thing, just like the news.

Down to us all to figure out what should be taken as correct for ourselves.

No, you and I see the same threads when we visit R2R. We may choose to click different ones but we see the same titles. Thats not the case with FB.

 

[AZMSGT]

There are many ways companies use social media, also many different budgets.

Non reefing non internet exampl:

About a decade ago Coca Cola hired an outside security firm to defend its bottling plant in Mexico. A protest occured outside the plant and the outside security firm opened fire.

Coca Cola at the time had several new beverages about to hit market, gold peak tea. Well instead of trying to gain new customers via apologies etc. to sell their new products, they made a new company. If no one knows coke made this, no one will associate this beverage with us.

Small businesses on the other hand have very limited funds and personnel, and social media experts are not hired by every firm.

Often times negative posts get very emotional and in the long run are not helpful to either claimant or other users. As their 15 hour a week forum moderator is not necessarily as prepared as their representative reachable via phone or email.

It is also difficult to weed out the trolls from the legitimate customers. So many companies use their social media for increasing their visual presence not customer service.

Ill give the example of Andrea Polito, a texas wedding photographer. A couple was unhappy with their wedding album. After several exchanges Polito refunded the purchase. The couples facebook campaign did not stop, they kept with negative postings. Eventually she had no customers. This particular couple ended up losing a defamation suit to Polito and were forced to pay her $1million dollars. As they forced her out of business.

Negativity and bold lies will defiantly cost both sides if it goes to far. It will always depend on that line in the legal sand.
However when legitimate comments and people are trying to help one another that’s something totally different. The examples above on the doser line leak. The company doesn’t carry the part, maybe a $4 item. So instead they list a $40 doser head assembly and have $15 shipping fees. A competitor sells a nearly identical and 100% compatible doser head for $30 and you can get free shipping nearly anyplace that sells reefing gear. Then people posted where the tubing is available for $6. Others stated they also had the tubing failure and needed parts. well company X deleted the entire thing.

 

[LiamPM]

No, you and I see the same threads when we visit R2R. We may choose to click different ones but we see the same titles. Thats not the case with FB.

I get what you’re saying, totally, just don’t agree with it....

the mechanics of Facebook mean it selectively uses an algorithm to show what it believes you’re interested in, it’s still down to the eye as to what you choose to read, wether a click is involved or not.
If person X sees this and person Y sees that why would they take that as believable to begin with. Facebook isn’t toxic for simply showing you something, it’s the persons interpretation that makes something toxic or not.

 

[Saveafish]

Its a hard choice. But on the business end and in the pocket book, it makes sense. If 500 people see that post and 4 are thinking I should get one. Than a post like that appears. Now only 2 might get one. So it's easy solution to delete the post and still bag the 4 sales vs 2.
So what the business deleted your post. They protected the profit. Sometimes the best way to avoid a poop storm is to delete it from the get-go.
Its not just FB. I see it here too. ( makes me want to post, in before the delete). Its clean to just delete it in full public eye. Them problems should be taken up in calls or emails to the company. Not airing out dirty laundry.

The only one that gets (but ouch) is the one posting it.