In response to our request for a statement on what iPod Mechanic did to rectify its customer service issues, owner Nick Woodhams says:
“1. We hired 2 new customer support specialists
2. Offered partial refunds to those who were unhappy, sometimes free accessories
3. Changed our commit times.”
Those are the perfect steps to take to resolve the situation. You addressed the root causes and gave restitution-and-then-some. Great! Nick then adds,
“The original article was not clear enough that it was resolved. You have to scan the whole article to find the one where it was resolved. I’d appreciate it if you could just remove the title or cross it out and say resolved next to it. I don’t want confused customers.”
Hm, don’t think so. For one, changing the title changes the page’s URL. Also, there’s an “UPDATE: Sweet sweet resolution! Jump!” even before the blockquoted complaint letter. The New York Times Magazine, bastion of style, has a Mr. Ethics sort of section and lately we’ve noticed that they will write an UPDATE to the original ethical question with the route the reader ended up taking. Our style choices seems sufficient.