Just as in mobile gaming you're mainly catering to whales, this kind of customer service is catering to sharks (or snarks?). It's a bad equilibrium to be in since bad customers do exist and the platforms act like they don't. Wisdom of the crowds is in averages, not in catering to the bottom .1%.
I'm in old school insurance and we even have legitimised platforms to catch cheaters, liers and those that would threaten our staff. They don't get insurance anywhere after things like that. I would say that on average that leads to better premiums and better customer service, having procedures to remove the bottom .1% from service.
A transaction shouldn't be based on received value (ex post), but on perceived value (ex ante). Two parties commit to a contract and follow through. We (EU) have laws about how to deal with problems after a legal commitment is made even for online. I think the US has less of that leading to the concept of (ex post) service as being free returns, unlimited refunds etc. It makes business harder, in a way. You can't guarantee happiness but you can guarantee delivering your part of the deal. It's a different mindset based partly on different legalities.
This is consistent with when I practiced medicine. No matter how hard you try, there’s always some percentage of people who try to take advantage of the system in what would publicly be considered inappropriate. Credit rating and systems such as the ones you described seem to be born out of the need to filter them out.
> I'm in old school insurance and we even have legitimised platforms to catch cheaters, liers and those that would threaten our staff. They don't get insurance anywhere after things like that.
Interesting. Are you saying that insurance firms share info about bad customers?
In the Netherlands, after a customer acts with the intention to defraud and a limited list of other abuses, yes. There are procedures in place for appeal and one could go to the courts for appeal as well. It truly is the <.1%. Health insurance is not in this scheme.
I'm in old school insurance and we even have legitimised platforms to catch cheaters, liers and those that would threaten our staff. They don't get insurance anywhere after things like that. I would say that on average that leads to better premiums and better customer service, having procedures to remove the bottom .1% from service.
A transaction shouldn't be based on received value (ex post), but on perceived value (ex ante). Two parties commit to a contract and follow through. We (EU) have laws about how to deal with problems after a legal commitment is made even for online. I think the US has less of that leading to the concept of (ex post) service as being free returns, unlimited refunds etc. It makes business harder, in a way. You can't guarantee happiness but you can guarantee delivering your part of the deal. It's a different mindset based partly on different legalities.