Rating Rating Rating
The rating system is flat out failing in so many ways.
Thanks you were a great help, but I am broke and do not want to pay BAD, not refutable
You took to long to address my concern POOR, not refutable
Opt out, Thanks for trying, I will wait for another BAD, not refutable
What wire colors go to the fuel pump? There black/red power and green/yellow ground BAD, not refutable
Though the rating over accepting may be good for Pearl, it is not good for experts. If I understand correct its the experts that make most of the money for this website to stay open. Something has got to change, either customers get better informed what rating results in and means or the refute process get more lenient. I personally do not get mad over a poor rating, but it sucks for a stranger to tell you "your BAD or Poor at your job" Experts are being punished for absurd reasons and the company that should care about us, is not standing behind us. Why in the world would any company, want there supporters to get verbally abused and say sorry, live with it, oh and by the way, you should now fear being removed. I am not saying some negative ratings are not legit, but many are not warranted and someone at Pearl needs to appreciate us and stand on our side every now and then.
1) revamp the negative removal rules
2) better inform customers, they have already paid and rating negative has nothing to do with a refund. Customers are so confused from the sheet being pulled over there eyes.
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Damian Costa commented
I am done being stuck between JA policy and customers who unfairly give out low ratings...this guy for example didn't go with the remote session to fix the problem (because he is being cheap and lazy...and I needed the remote session to truly fix the situation)...people want to be cheap and lazy...and then if you're not willing to basically meet their "Walmart needs" and ***** away on their "free terms" then you get a 1 star rating (Not because you did anything wrong...but because they are cheap and lazy...they basically want the Remote Session treatment with the Guaranteed Free Price...you are giving way too much power to the customer way too fast)...meanwhile I can't handle these situations "my way" because of JA policy XYZ...I really feel you guys should start putting More Care into how "your Experts" are treated and less concern into making sure there is a "Free Guarantee" and "Immediate Ratings at the beginning of ANY answer"
The current design has the entire burden of both JA and the Customer resting on the shoulders of the Expert from almost the onset of the session...meanwhile on the other side of the fence...the entire Monetary Risk is also 100% on the shoulders of the Expert (because it is the Expert...NOT the JA Servers...that are burning and risking time to help the customer)
Moreover...I also feel bad for Mods...you guys have to dish out Policy responses to guys like me (you might even see the logic in my thinking...but you still have to give me the Corporate Answer like everything else in this world)...and then after you do...I get a notice to "evaluate" you (which ironically is the same thing I just gripped about above for Experts...what should I do? (be like this customer and give you a Negative feedback just because I didn't like your truthful, although unwelcome, answer...and furthermore...what does that even prove?...that you don't know how to do your job correctly?...nope doesn't prove anything other than I am being salty and your reputation is about to suffer for it...that is, btw, why I don't answer those things half the time)
In my opinion...if JA is going to be a stronger team going forward...we need to start acting like a team and looking out for each other...that includes the fact that NO one in this world likes working for FREE nor does anyone appreciate unwarranted Negative Feedback on their personal reputation without the means to fairly dispute it (I have yet to ever have a Negative Feedback reversed...even though I have only had a few)...and then you might ask well if you only have received a few Negatives - then why do you care?...simple...it's the principle of the matter...I have received Warranted low scores before (those I NEVER disputed in the first place...and I am happy to count those towards my overall rating)...it's the fact that there is no recourse in the JA system to actually reverse an unwarranted Negative mark easily upon a Moderators evaluation that I have issue with
Happier JA team = Happier customers (and better high level Expert retention and motivation)
Help me protect my reputation
Help me protect my money...is a happier me!!!
There is 1000's of Experts all over the world that feel like me I promise you...I am just foolish enough to spend the time to write long notes like this to you guys because I am too much of a perfectionist (and also because I have the ability to articulate myself relatively well)
I actually really think JA is great (but I think it can be Amazing)
I really hope you send this up the chain of command
I really don't want to keep getting frustrated on the "little things"...because they get in the way of the bigger picture (that's why I took a personal "vacation" from JA last time...it annoys the motivation out of me)...I am just one guy...losing me is no big deal (even though I know I do well for JA)...but I promise you that you will find that my personal feelings will resonate with your other Experts too if you ask them
I would love to hear that the CEO read this one
Damian Costa...going back onto JA to help another customer now...talk to you guys soon!!!
Done...Fixed...ez pz...hope JA is actually listening to the best Experts here taking their time to post all this stuff...and we aren't all just doing this in vain...fix the world from top down...that is the ultimate ANSWER!!!
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Lorenz “Lori” Vauck commented
I fully agree, there is not a single word to add to this.
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Tim commented
Agreed.
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LadyEsq commented
I agree and I just posted about it. The money back guarantee is being used to get free legal and other types of advice and it's very disillusioning for the hard workers here. I suggest if they want their money back, let admin look at the answer and if admin agrees it's shoddy, then they can get their money back but if the person did a good, solid job of answering, the money back guarantee should not kick in. The rubric should change asap!
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Susan Latta commented
I agree!
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Russell commented
I agree the most with the proposed 1) revision, mostly: Re-Vamping the Negative Rating Removal rules.
Some negative ratings are given out accompanied by flat-out irrational excuses, such as 'I just know better' or abuse or the like. Irrationally based negative ratings should be removable, by the rules, according to a reasonable assessment of the accompanying comments or remarks of the customer
(Of course, a customer that gives a bad or poor rating accompanied by heated denigration, deserves their chance. Perhaps it seemed so at the other end. But being asked, having been proved an Expert by a legally-sound examination of our credentials, then being told 'I know better than your advice' by the customer, is not reasonable at all... barring the advice being flagged down by 2-out-of-3 or 3-of-3 Experts' peer review.) -
Anonymous commented
I have to agree. If the expert gives a correct answer and even includes reliable links that support the his or her answer and still get poor or negative rating, the rating should be removed. It is really not the expert's faults that customer doesn't like the correct answer. A customer should not be able to give bad or poor service rating without having to pick a reason from a drop down menu.
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Andy commented
Even if they rate bad, they still pay. Just Answer keeps all the money for any question that gets any kind of reply. Of course they don't care what they rate us or if they rate us. They get more money that way.
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Mary Meaden commented
Muddy -- I could not agree more. But we have said it all over and over again and no matter what comments we make they simply do not want to pay attention to the fact that the current system is not conducive to the prosperity of any of us. Abusive customers, customers who continue on for hours and days on end for the same pittance they started out with, unjustified poor ratings, no payments and low payments, etc, etc are all here to stay.
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Anonymous commented
I totally agree. Customers often times use the rating system simply to get out of paying. Way to often