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this maker of a \'smart\' garage door opener chose the dumbest response to a customer\'s bad review

by:LSDD     2020-01-06
We have written about the shortcomings of the \"internet of things\" that boast before.
\"First of all, having an internet connection for ordinary home products will bring unexpected security holes to your home.
On the other hand, it gives manufacturers and sellers of \"smart\" projects far more control over you as a customer than you know. This cutting-
Edge connections may induce merchants or manufacturers to abuse their power.
But R experience.
Martin, a buyer of \"smart\" garage door opener called Garadget, provides a perfect example.
Martin had trouble installing the equipment and let the world know.
But it is safe to say that in the end, the manufacturer has learned a painful lesson.
This is a story pieced together by a project by ArsTechnica and our interview with the manufacturer Dennis grissack.
This is obviously a mistake.
I am overprotective of my products and it is difficult to accept such criticism.
This will not happen again.
Garadget is a device connected to your garage-
Open the door and allow it to communicate with smartphone apps over the Internet.
The device can detect if your garage door is open for too long and send a warning to the app.
The owner can then close the door remotely.
Users who put the wrong place can open and close the door with the app.
According to the manufacturer, the $99 device is easy to install. R.
That\'s not what Martin found out.
After several attempts, Martin was unable to get the app to communicate with the device, he said on the Garadget website.
\"I want to know what it is. . .
I just bought it here. \" (
Comments edited for taste. )
Martin followed up.
Amazon\'s star review, who advises potential buyers to \"not waste your money\" and claims
The Up manufacturer apparently did not perform proper quality assurance tests on their products.
\"More than 20 other customers have posted negative reviews on Amazon complaining about the same dysfunction or other issues.
But it was Martin under the skin of the grissack.
He posted his own post on his website against Martin\'s \"abusive language,\" telling customers he \"won\'t tolerate any tantrums,\" he also said, he denied Martin\'s troops access to the Internet at Gallard.
\"At this point, your only option is to return Garadget to Amazon for a refund,\" he said . \".
This brings additional criticism to the head of Grisak, in part because of the publicity provided by the ArsTechnica article.
\"Obviously this is a mistake,\" Grisak told us this week . \".
\"I am over-protective of my products and it is difficult to accept such criticism.
This will not happen again. \" A 40-year-
Old immigrants to the United StatesS.
Grisak, the inventor and distributor of the equipment, departed from Ukraine on 2003.
He noted that Martin was not in danger of being locked out of the garage or unable to close the door because the device was not activated.
He attributed his reaction to lack of experience and pressure to operate as a wholeperson start-up —
He\'s at the intersection, Koro.
Softcomplex seeks capital through the cloud financing service Indiegogo.
\"I don\'t think this will happen in a bigger company,\" he said . \".
He added that his experience in business is as an I. T.
Consultant, customers who can avoid trouble as long as they refuse the contract.
\"It obviously doesn\'t work for the industry.
\"Grisak was wrong on one thing.
This happened not only to a bigger company, but also to it.
There are more and more cases of abuse of customer ownership by major companies.
Perhaps the most famous case is Amazon.
In 2009, certain emails were unilaterally deleted by large online retailers
Version of user Kindle e-George Orwell\'s \"1984\" and \"Animal Farm\"readers.
The reason is that these versions are unauthorized copies of books that are still under copyright.
However, nothing in the customer agreement allows Amazon to have a relationship with customers through the cloud.
Amazon resolved the lawsuit by agreeing not to do so anymore, in part because it agreed not to do so anymore, the digital file contains malicious code unless ordered by the court, or the customer does not pay.
Then, on 2012, Amazon unilaterally closed the visit of Linn Nygaard, a Norwegian business consultant, to all her Kindle e-books.
The account was restored after the incident was publicized globally, but as far as we know, the company has never explained why it was closed.
Google announced last year that it would disable smartphones.
The home hub made by Revolv, which it acquired in 2014, is probably to guide customers to Nest, another smart device for it.
A subsidiary.
The move turned Revolv\'s $300 remote-controlled residential lights, alarms and doors into useless bricks.
Part of the problem here is that consumers don\'t realize that they don\'t actually have ownership of digital products, whether it\'s books, songs or movies, but only permits that allow them to read, listen or watch in limited circumstances.
Consumers don\'t know this because they usually say \"buy now\" by clicking on the button that pays for the item \".
\"Another aspect of the problem is that the\" Internet of Things \"allows manufacturers, retailers or strangers to continue to access insecure, Web-enabled content or devices.
This is a question of the safety and privacy of consumers and the temptation of sellers.
Another factor is the culture between cutting.
They help their customers a lot by allowing them to buy goods or services.
This is the Silicon Valley toxic \"brotherly culture\" recorded by tech writer Dan Lyon, and most clearly in Uber\'s behavior, the shipping company feels a little guilty about stealing personal information from passengers or corporate interests.
If refusing to serve super rude customers has received so much attention, it must be a slow news day, but it can also be seen in the reaction of Union company Elon Musk
Tesla, the founder and CEO of the electric vehicle company, was publicly attacked by senior venture investor Stewart Alsop.
After Alsop complained about the chaos of Tesla\'s top 2015 launchof-the-
Musk canceled Alsop\'s order for seagulls-
He returned the deposit of $5,000.
In his initial response to R. , Grisak cited Musk as defending his behavior on Twitter. Martin.
At the very least, Grisak is fully aware today of the trap of treating customers as supplants who should be thankful that they are in the car, in the ebook market, or in the garage to open the device and should take what they get.
\"This is a case in which the creator controls everything and makes mistakes,\" he said sadly . \". Of R.
Martin, he said: \"I should have bought him back kindly.
\"Keep up to date with Michael Shields.
Follow @ hiltzikm on Twitter, check his Facebook page or email michael. Hiltzik @ latimes. com.
Go back to Michael Hiltzik\'s blog.
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