Thomas Hawk is a photographer which photography is a passionate hobby of his. For weeks he has been waiting for a price drop on a camera that he wanted, and when it finally reached his price range he decided to buy it, after checking for the best price.
As it turns out the best price was found at PriceRitePhoto so he went out and made the purchase. After completing the order thing started to go south.
“I will make sure you will never be able to place an order on the internet again.” “I’m an attorney, I will sue you.” “I will call the CEO of your company and play him the tape of this phone call.” “I’m going to call your local police and have two officers come over and arrest you.” “You’d better get this through your thick skull.” “You have no idea who you are dealing with.”
These are all direct threats that I received today from an individual who identified himself as Steve Phillips, the manager of PriceRitePhoto in Brooklyn, New York when he called to inquire about his order with them. This abuse came after telling them that he planned to write an article about the unfortunate experience with this company regarding the camera order.
After Hawk wrote the article on his blog, he published it on Digg.com and the response from Digg users was tremendous.
Beside the usual advice (always check seller ratings etc’) dig users decided to take action and posted the store’s aliases, phone number and address. Users then started to flood PriceRitePhoto 800 number with phone calls, writing scripts using Skype to call and disconnect, making prank calls (http://danny.st/tmp/pricerite.mp3 , http://danny.st/tmp/pricerite2.mp3), launching DOS attacks against the site, posting bad reviews on web sites, posting links to Hawk’s blog on internet forums, flooding PriceRitePhoto with email messages, posted complaints to the better business bureau , sending fax messages and succeeded to bring down their live chat feature.
After this kind of attack maybe merchants will try harder to provide a better customer service, well at least one has definitely learned his lesson.
Thanks to KilleRabbit from the forum for the heads up
Related: PriceRitePhoto Apologises
Customer Service Sucks! A Letter to the CEOs of America