Some of you might recall my less-than-stellar encounter with Klout over the way it mishandled a promotion. Essentially, Klout used my name and likeness to promote itself, telling a friend of mine that I had won a perk that I would later be told I was ineligible to win. (Read all about it at ike4.me/klout)
A different friend recently posted a photo of her Klout Profile, wondering about the various topics where she was considered an Influencer. I decided to check in and see how I was being promoted. That’s when I found this link:
Well, gosh! Let’s just take a little tour of that Feedback form, shall we?
It is a rather nice form.
However, I was a bit dismayed to discover that once I hovered over the stars, I could not unselect. I was going to have to give them a full star. I described my dilemma:
The most disturbing part about this is that I am somehow in some crack in their system. Obviously, this part of Klout thinks I actually got my phone, and they would really love to hear what I have to say about it. (From a customer service perspective, you really shouldn’t ask people to weigh in specifically on a transaction they were misled about.)
The third part of the form involved uploading pictures, and I would have done that if the form had let me. I have a witness who will attest to my multiple attempts to add an attachment, but clicking on or around the “Add a picture” button did nothing. If I could have added images, they would have been from the previous post.
A post, by the way, that you might think Klout would have discovered through its monitoring for posts and mentions.
So now my second attempt at sending them feedback is underway. This time, I hope they can fix their broken feedback system, so it will no longer solicit input from those who didn’t get the perks they were told they’d receive.
- Tell me how this happened, and what they’ve done to make sure it doesn’t happen again. Not just the mix-up in the perk, but the subsequent promotion to my friends.
- Tell how many others this has happened to.
- Notify and apologize to those it misled.
- Ensure that they will retain no record of me actually receiving a phone.
#4 is the real sticking point right now, and here’s why. The FTC has some pretty strict standards about word of mouth marketing, and recipients of such perks are beholden to disclose them. Imagine what will happen if the FTC asks for the list of recipients — then compares it to my long history of positive posts and encouraging messages about Windows Phone. They would want to know why I have not disclosed my freebie. After all, Klout thinks they gave me one.
Maybe the FTC would read the rest of my site, and know that I contest this. And maybe they’d take character witnesses. Or maybe they go after some other guy who Klout says has received _______.
I know several people who have deleted their Klout profiles, but now I’m a little bit afraid to. If the data still appears in their disclosure lists, how would I ever know if I didn’t have a way to log in?