Tuesday, November 30, 2010
Russian-born Brooklyn businessman Vitaly Borker, who runs the Internet eyewear site DecorMyEyes, has a strange approach to customer service. When someone is unhappy with their purchase, he berates them over the telephone and sends them harassing emails. Hundreds of his clients have written scathing reviews of his site, disputed his charges on their credit cards, and reported him to government officials. But Borker wants it that way, because he’s discovered that all of the online outrage boosts his Google ranking and multiplies his profits. New shoppers rarely bother to look up customer reviews, and some of them have ended up with Borker sending them photos of their houses and threatening to kill them.
A Bully Finds a Pulpit on the Web DAVID SEGAL NY Times