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Q: Harassment from the Google Researchers ( No Answer,   3 Comments )
Question  
Subject: Harassment from the Google Researchers
Category: Miscellaneous
Asked by: nggd-ga
List Price: $2.00
Posted: 14 Jun 2003 18:34 PDT
Expires: 14 Jul 2003 18:34 PDT
Question ID: 217434
Alright, so I asked for a refund that was unsatisfactory from one of
your researchers--larre-ga--and now every time I post a question
somebody makes the comment of "check what user considers a "full"
question" or something. How can this stop, it's preventing any of my
questions from being answered whatsoever. Is incompetency suppost to
be rewarded here? Look whatever it will take for this to stop, need
some advice. Thanks in advance.
Answer  
There is no answer at this time.

Comments  
Subject: Re: Harassment from the Google Researchers
From: larre-ga on 16 Jun 2003 11:04 PDT
 
I'm so sorry that your experience with us has not been optimal. As
Researchers on independent contract to Google Answers, we're expected
to treat every customer with courtesy and professionalism. I have a
reputation among my colleagues and customers for thorough research and
courteous, "extra mile" customer service. In this case, those
qualities were inadequate, and I was unable to offer you a
satisfactory answer.

As Researchers, we're vitally interested in your satisfaction, and
wish to assure that you receive exactly what you want with every
future query. By referring to previous questions and answers, the
intention is to improve upon your experience with us, and allow us to
better understand what it will take to make sure your expectations
will be completely met, and hopefully, exceeded, by any future
answerer. We want you to receive the best of Answers.

Best regards,

larre-ga
Subject: Re: Harassment from the Google Researchers
From: respree-ga on 16 Jun 2003 13:30 PDT
 
Clearly, you are angry.  I will offer my opinion of what has happened
here.  It is not my intent to anger you further, but rather, to help
you to see this situation from a perspective other than your own.

Firstly, I am 'not' a Researcher, just an independent observer.  You
should know that anyone may post a Comment (as opposed to an Answer),
as I am posting one right now.

I've taken a look at the question you posted previously which led to
this question about harassment.

I see you are correct.  It appears few Researchers are interested in
helping you.  My 'guess' is the reason for this is because (in my
opinion) you have been unfair in your handling of the situation.

Here are the facts, as I see them.

1. You asked a question and posted a fee (with an offer for a big
tip).
2. You received an answer to your question
3. You asked an additional question
4. You did not pay the fee, nor the tip offered.

Here's my assessment.

When you ask a question, you need to post a 'complete' question.  Said
bluntly, if you're going to play the game, play by the rules.  I
imagine Researchers decide to answer a certain question based on,
among other things, the compensation offered along with their initial
estimate of how much work is required to answer the question.

After they post an answer, by you posting 'yet another' question (as
opposed to a clarification to a response), I would imagine they are
thinking several things.

1. They are assessing if they did, in fact, answer your original
question completely.  If not, I'm pretty certain most Researchers
would happy answer (or further research) your second question.

2. They are thinking, "Gee, now I get to do more work than was
originally agreed upon for the fee offered."  You should note
Researchers are 'not' in a position to demand (or ask for) more money
for the additional questions after the initial question/fee has been
posted.  Maybe some will 1) happily do it, 2) 'begrudging' do it or 3)
won't do it.

If you want a brutally honest answer to your question, I think you
mishandled the situation.  In my opinion, if you were dissatisfied
with the answer, instead of stiffing the Researcher, you should have
asked for clarification to his answer and allow him/her the
opportunity to resolve your dissatisfaction.  You gave him or her no
such opportunity.

Here's the situation your Researcher now finds him/herself in.  They
did all this work for you, were not given the opportunity to resolve
your dissatisfaction, and to top it off got paid nothing in return. 
How would you feel if you were in their place?

From my observation, the Researcher's at G**gle are a tightly knit
online community. As such, they understandably, look out for one
another. You should know that these people are 'not' employed by
G**gle, so reporting this incident to the company for corrective
action would surely be a waste of time.  I mean you could, but in my
view, they have not acted inappropriately or unprofessionally (your
opinion may differ).

As for your current predicament, the only way I can see how you might
possibly get off their unofficial blackball list is to admit your
error, pay the fee previously withdrawn and offer an apology to all of
them explaining that you mishandled the situation.

I know I said some things you probably did not want to hear, but you
did ask for suggestions.

I hope this information help you to resolve your situation.  Good
luck.
Subject: Re: Harassment from the Google Researchers
From: journalist-ga on 16 Jun 2003 14:57 PDT
 
Greetings Nggd:

To answer your question above, the reason a Researcher will post
something like "please see question xxxX to see customer expectations"
(or something similar) is so that other Researchers may review a
previous exchange between a customer and a Researcher.  We want to
please our customers it's helpful to see exactly what the customer
considers an incomplete answer.

To address Respree's reference to "unofficial blackball list," I am an
active member of the Researcher forum and, to my knowledge, no
"blackball list" exists.  Opinions may be voiced and shared among
researchers but there is nothing even remotely termed "blackball
list."  We are independent contractors for Google Answers and we seek
to increase revenue for GA, not drive customers away.  Many of us
depend on the revenue we generate answering questions to pay
mortgages, buy groceries and give our children adequate health care.

Also, many customers miss the meaning of the Clarification portion of
Google Answers and it is unfortunate when that happens.  That may be
what happened in your case - you didn't know that just because the
question had been answered that the experience with that question was
over.

I hope this complimentary answer brings you a bit more enlightenment
regarding your query.

Best regards,
journalist-ga

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