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Company "merging" a complaint thread into a positive thread.
As I stated here, http://getsatisfaction.com/getsatisfa...
What is the protocol when a company removes/merges the original thread to their own thread taking the "You have this problem too" count with it and it has little or nothing to do with the complaint?
The "NING" team removed a massive complaint thread and changed it to this "There has been lots of great feedback and comments here on Get Satisfaction since the launch of Gifts last night. We have been reading your ideas and hear what you are saying, so thank you for posting your thoughts. "
Which is obviously a 100% lie.
The new feeling on the ning forum "how is Get Satisfaction allowing them to do this?"
So now I and others want to remove our "we agree" rating cause obviously we do not. Reading here that it is only possible to stop following the thread, so I thought I would post and let you know if there is a something wrong about what Ning did to alert you and maybe nudge you to add a feature to remove the "I agree" rating as asked above in this thread... whew.
Original Thread - http://getsatisfaction.com/ning/topic...
This topic was merged into another on 10/21/09. Click here to see the authoritative topic.
Was Merged here - http://getsatisfaction.com/ning/topic...
Keep the original "you have this problem too" count.
Thanks I just don't find this fair of Ning.
What is the protocol when a company removes/merges the original thread to their own thread taking the "You have this problem too" count with it and it has little or nothing to do with the complaint?
The "NING" team removed a massive complaint thread and changed it to this "There has been lots of great feedback and comments here on Get Satisfaction since the launch of Gifts last night. We have been reading your ideas and hear what you are saying, so thank you for posting your thoughts. "
Which is obviously a 100% lie.
The new feeling on the ning forum "how is Get Satisfaction allowing them to do this?"
So now I and others want to remove our "we agree" rating cause obviously we do not. Reading here that it is only possible to stop following the thread, so I thought I would post and let you know if there is a something wrong about what Ning did to alert you and maybe nudge you to add a feature to remove the "I agree" rating as asked above in this thread... whew.
Original Thread - http://getsatisfaction.com/ning/topic...
This topic was merged into another on 10/21/09. Click here to see the authoritative topic.
Was Merged here - http://getsatisfaction.com/ning/topic...
Keep the original "you have this problem too" count.
Thanks I just don't find this fair of Ning.
I’m confident this will be answered.
5
people have this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
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Inappropriate?Why are you catering to Ning, letting them Delete and merge as they please?
This is completely unacceptable and a shame that we have trusted you with our opinions only to have ning take control of them.
WE left ning and came here to complain because we trusted you, if you are going to give them control over out content we might as well use their blog.
This reply was created from a merged topic originally titled
Why are you catering to Ning, letting them Delete and merge posts as they please?.
I’m shocked.
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Inappropriate?We'll take a look. Thanks for reporting.
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Inappropriate?They have also Merged EVERY thread that was a complaint yesterday.
Oct 21
11:04 PMCourtenay
Merged Suddenly my network has a corny Gift Store... by zzz into An Update on Ning Virtual Gifts
Oct 21
11:03 PMCourtenay
Merged Ning Launches Virtual Gifts by A Ning NC into An Update on Ning Virtual Gifts
Oct 21
11:02 PMCourtenay
Merged Your crap gift app. by Mack into An Update on Ning Virtual Gifts
Oct 21
10:59 PMCourtenay
Merged Gifts feature! Whats the word on this!!! by billy ninG into An Update on Ning Virtual Gifts
I’m frustrated
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Inappropriate?Thanks Xena, I am not sure where I posted my complaint.
Can someone merge them please.
Looks like someone did.
thanks -
Inappropriate?I checked yesterday, and I just checked again, and it does seem like a lot of these topics are about Ning's new Gifts. Have you considered that perhaps they want to keep all of you informed about updates by merging those topics into a canonical topic? In this way, they can update one topic and reach everyone. Note also that those topics that were merged still exist at the URLs, so people can still access them and comment in them. They are not closed. But, you do have a point about "me too" counts in this particular context.
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Inappropriate?I beg the differ Eric,
One topic is about a new feature.
the other is about, why are you adding features with out telling us.
So your saying its all going to stay the way it is? -
Inappropriate?What I am saying is that I'm going to check it out before making assumptions and consider it from as many angles as possible.1 Comment
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This solves the problem
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Thank you. -
Inappropriate?My worry IS the fact I do NOT agree with "cherry coating" the complaints as Courtenay stated in her thread.
Because I click a "me too" button for another thread it was added to the NEW censorship thread.
"There has been lots of great feedback and comments here on Get Satisfaction since the launch of Gifts last night."
Is 100% lie I do not want to have a "me too" button clicked for a censored lie.
With the merge the threads are not updating when people reply and its just really bad business. Most of us had have "dealings" with Ning over communication and we can now clearly see if it wasn't for you here at Get Satisfaction it would be much worse.
Thank you Eric for helping us here! -
Inappropriate?You bring up a VERY good point, XenaholicProductions. We need to allow users to remove their "me too vote" from a topic. Particularly in the case where a company has merged one topic type into another.
Now let's break down how merged topics work (this is for my own benefit as much as anyone :).....
1.) followers of the merged topic (topic A) become followers of the topic it's been merged into (topic B)
2.) when updates are made to topic B, all participating users from topics A & B receive notifications (which was Eric's point above about Ning merging to possibly want to keep everyone updated and notified in one place - a hypothesis)
3.) if topic A had replies when it was merged, it is still accessible via it's original URL and people can continue to post to it
Ok, now here's where merge gets a little tricky....
4.) when new replies are made to topic A, the prior users who posted pre-merge are not notified via email
5.) however, if anyone posts new replies to topic A post-merge, they will start receiving email notifications on that topic again. (At least this is how it should work. If you've found this to not be the case, please let me know).
We know we have more refining to do to our Merge tool. Also, unfortunately, merge can not be undone so there's nothing we can do about the fact that the topic was merged.
As Eric stated above, we're looking into this situation and will reach out to Ning as well.2 Comments Add a comment
This solves the problem
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Amy thank you! I wish we had the satisfaction over there! ;-)
I am glad I came across loud and clear. -
Xena, what satisfaction?
Everything remains the same... like ning, they are hearing but not listening. -
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Inappropriate?Yes, they did turned a topic with loads of activity and "complains" in a quite sneaky (smart) way around, so it looked like everyone was actually SATISFIED and happy. What is the point to waste time in a place like that where we can excpect a reply from a rep only when you say you are "happy"!
I’m disapointed
1 Comment Add a comment
This solves the problem
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They have been very quiet today ignoring help tickets... sigh its never ending.
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Inappropriate?Well GS you tried!
Ning just announced they are LEAVING Get Satisfaction
Taking their toys and going home...
sigh...
Can i be the first to say THANK YOU for providing us with a neutral place fo r customer service - no matter how lacking it was on their part - on your part it was the best.
THANK YOU. -
Inappropriate?Thanks XenaholicProductions. It was on my to-do list to reach out to Ning today about this issue and then I saw their blog post about moving back to a self hosted Network Creators forum.
You're welcome. I'm sorry we weren't able to get to a resolution on this issue, but I thank you for your support. And we ARE going to get the ability to remove your votes from a topic implemented. So at least an improvement to GS overall is going to come out of this. Thanks for bringing this particular use case to the fore-front for us! We are constantly striving to improve Get Satisfaction -- for organizations AND end users.
1 person says
this solves the problem
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