EA games - the best response to customer criticism
Posted by DavidM in Interesting stuff | 28 August 2008
Most large companies don't respond well to criticism of their products by customers. Usually they'll be ignored or get a standard reply thanking them for their comments.
But with online, one customer's criticism can be seen by millions so the reponse needs to be swift and appropriate to be effective.
EA games found themselves in this situation when a customer noticed a glitch in their new Tiger Woods golf game. The customer posted video of the glitch on YouTube and hey presto - a company's PR nightmare.
But full credit to EA, they responded not only swiftly but in the best possible way, with their own video on YouTube. At the time of writing this had been viewed nearly 1.7 million times, and it's excellent.
Hat tip: Dare Digital