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liveaboard.com Can I trust them?

Discussion in 'Liveaboards and Charter Boats' started by pilotaydin, Oct 16, 2017.

  1. tridacna

    tridacna ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 2,500 - 4,999
    Location: New Jersey
    5,822
    2,871
    113
    Dear Shannon,

    i have spent 35 years teaching and developing statistical and mathematic systems. Your reviews don’t conform to any normal models. You are gaming the system. This has nothing to do with “abusive language” or “guidelines”. You simply exclude low ratings. Enough said.
     
    Jonn and Jay like this.
  2. Jay

    Jay Need to dive more!

    # of Dives: 100 - 199
    Location: Melbourne, OZ.
    889
    484
    63
    [Bolding is by me]

    Hi Shannon,

    I have some questions / concerns:

    You have 17,900+ verified reviews, each having an overall score out of 10.

    1/ How many have an overall score of less than 5?
    2/ How many have an individual component* score of less than 5? (*vessel, crew, food, diving, value)
    3/ Is there a reason why you won't/don't display the individual components? 3a/ Will you change that in the future?
    4/ Have you shared / will you share how the overall score is computed?

    Thanks.

    J.

    p.s. your Review Policy is impossible to find on your main website. A link was provided earlier ... can you make it easier to find it on your website please?
     
    tridacna likes this.
  3. lowwall

    lowwall Manta Ray

    # of Dives: 200 - 499
    Location: Chicago
    519
    318
    63
    Come on. We know this is a lie. We have example after example of your company editing and refusing to put up reviews only because they say something unflattering about your clients, i.e. the liveaboards. All your company is doing by persisting in this lie is further diminishing whatever credibility you had left.

    I, for one, will not be using your company's services. Nor will I recommend anyone else do so. At least until someone there admits what we all know to be the truth and gives a satisfactory answer as to how they are going to fix this.
     
    tridacna likes this.
  4. Jay

    Jay Need to dive more!

    # of Dives: 100 - 199
    Location: Melbourne, OZ.
    889
    484
    63
    Thought I would check out Liveaboard.com on Trustpilot ... can't say it's getting better. Apart from the not publishing negative review aspect, there's a couple of price fixing / not honouring an advertised price (no manifest error), check this out:

    Screen Shot 2019-12-11 at 8.49.53 pm.png
     
    tridacna likes this.
  5. admikar

    admikar ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 100 - 199
    Location: Bosnia and Herzegovina
    701
    300
    63
    My bold.....
    So, if a customer have a bad experience on a boat, whether it's food, accommodation, operating problems etc. you believe a review of that problem has no added value?
    I beg to differ. I work hard for my money and have limited free time. I believe that it is a great value for me to learn about problems that I might encounter if I invest both money and time on that particular boat.
    You are in service provider industry. I agree on censoring abusive, illegal.....but, you do not get to choose whether you like a review or not. I mean, you can choose to filter out reviews you don't like, but then you get yourself in a situation like this.
    IME, people will start walking away from you.
     
  6. tridacna

    tridacna ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 2,500 - 4,999
    Location: New Jersey
    5,822
    2,871
    113
    Excluding LOW rated reviews IS deliberate bias. The strange thing is that that type of behavior triggers immediate mistrust. Poor corporate decision making trying to overvalue their brand. Usually backfires.
     
  7. Jay

    Jay Need to dive more!

    # of Dives: 100 - 199
    Location: Melbourne, OZ.
    889
    484
    63
    Screen Shot 2019-12-12 at 9.09.17 am.png

    Let's see if @LiveaboardCom decides to respond to the questions above. I sense it will be something like:

    "1/ None of the 17,900 reviews had an overall score of less than 5, OR, it's not possible to check (yeah right).
    2/ No individual component can score less than 5, OR, a decent proportion did, but for privacy reasons we can't share that.
    3/ Yes, but won't say. Maybe, we value your feedback etc (but won't actually do anything)
    4/ No or it's impossible to have an overall score of less than 5." OR, we compute averaging the top 3 components etc ..."

    Then hopefully even they can start to see their bias. I'm sure it'll then become a pathetic corporate argument like there was "no deliberate bias", it just kind of occurred like that. Pretty poor form.
     
  8. chillyinCanada

    chillyinCanada Solo Diver Staff Member

    16,891
    10,792
    113
    Please stop dogpiling. Give Liveaboard.com a chance to respond.
     
  9. tridacna

    tridacna ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 2,500 - 4,999
    Location: New Jersey
    5,822
    2,871
    113
    Chilly-why are you so defensive about LA.com? Their responses so far have been puerile and non-factual. I think that they have been caught red-handed with their unfair and biased rating system and they’re unable to respond. Not sure why you have to spring to their defense so vigorously. This is not a personal attack. Mares is a big company - they should be able to defend themselves quite comfortably (if they had a leg to stand on). I must say that I’ve never seen a Mod issue warnings about questioning bad business ethics before.
     
    admikar and Jay like this.
  10. Jay

    Jay Need to dive more!

    # of Dives: 100 - 199
    Location: Melbourne, OZ.
    889
    484
    63
    Liveaboard's had a decent chance to respond and they've decided not to.

    It seems clear to me that there's nothing above-board about Liveaboard ratings system.
     

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