[wp-meta] [Making WordPress.org] #2337: Solving the problem of support questions in product reviews

[Making WordPress.org]

#2337: Solving the problem of support questions in product reviews
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 Reporter:  engelen         |       Owner:
     Type:  enhancement     |      Status:  new
 Priority:  low             |   Milestone:
Component:  Support Forums  |  Resolution:
 Keywords:                  |
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Old description:

> Disclaimer: I've done a few search queries in Trac and I've looked trough
> a few pages, but I'm not fully sure whether this has been discussed
> before (it must have, at least on Slack). This
> ([https://meta.trac.wordpress.org/ticket/1407]) is the closest topic I
> could find.
>
> I think this is a problem most theme and plugin authors have encountered:
> users leaving 1-star reviews  because they cannot get the plugin/theme to
> work, do not understand it, or are dissatisfied with the support they
> have received — or any other reason, really, beyond indicating their
> actual satisfaction with the product. Reviews, in short, that should have
> been support topics, and are either used to simply show that they're
> angry or (worse) to use it as leverage.
>
> See, e.g.:
> - https://wordpress.org/support/topic/good-idea-but-not-working-all-well/
> - https://wordpress.org/support/topic/no-support-171/
> - https://wordpress.org/support/topic/only-demo-1/
>
> I would like to use this Trac issue to discussion possible solutions to
> this problem, and I would happy to participate in the actual
> implementation of the solution if it ever gets to that point.
>
> One solution that might properly address this problem is to allow users
> to report reviews as "Not a review", such that they can be reviewed and
> potentially discarded. A problem with this approach, of course, is the
> amount of work that would be required in reviewing reported reviews.

New description:

 Disclaimer: I've done a few search queries in Trac and I've looked trough
 a few pages, but I'm not fully sure whether this has been discussed before
 (it must have, at least on Slack). #1407 is the closest topic I could
 find.

 I think this is a problem most theme and plugin authors have encountered:
 users leaving 1-star reviews  because they cannot get the plugin/theme to
 work, do not understand it, or are dissatisfied with the support they have
 received — or any other reason, really, beyond indicating their actual
 satisfaction with the product. Reviews, in short, that should have been
 support topics, and are either used to simply show that they're angry or
 (worse) to use it as leverage.

 See, e.g.:
 - https://wordpress.org/support/topic/good-idea-but-not-working-all-well/
 - https://wordpress.org/support/topic/no-support-171/
 - https://wordpress.org/support/topic/only-demo-1/

 I would like to use this Trac issue to discussion possible solutions to
 this problem, and I would happy to participate in the actual
 implementation of the solution if it ever gets to that point.

 One solution that might properly address this problem is to allow users to
 report reviews as "Not a review", such that they can be reviewed and
 potentially discarded. A problem with this approach, of course, is the
 amount of work that would be required in reviewing reported reviews.

--

Comment (by SergeyBiryukov):

 Previously: #WP24535

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Ticket URL: <https://meta.trac.wordpress.org/ticket/2337#comment:1>
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