A Bengaluru Startup has Come Under Fire for Publishing a ‘Passive Aggressive’ Answer to a Customer

SA TeamSeptember 2, 2023

Post Views: 4,233

Many individuals were disappointed with the startup when they chastised a consumer for providing feedback on their app. Nash Vail, co-founder of Fold Money, a Bengaluru startup, apologized to a client for responding to their feedback in a ‘passive hostile’ manner. Many people have criticized the corporation after their tweet went viral.

The genesis of this narrative can be traced back to when Dushyant, an avid microblogging aficionado who goes by the handle X (formerly known as Twitter), took to the platform and penned these words: “The concept of Fold money has left me with a taste of an empty burger. Many banks find themselves unsupported, transaction retrieval often falters, and its consistency in fetching transactions is far from stellar. I must admit, I too got caught up in the excitement surrounding its invitation.”

In no time, the company swiftly responded to his tweet, kindly suggesting that he take a moment to explore some insights before considering enrollment in an application still in its beta phase. This, however, marks just the beginning of the story. Dushyant promptly conveyed to the company that he had not perused their blog post before installing the application. In response, Fold Money remarked, ‘Indeed, publicly critiquing the dedicated efforts of a team, particularly one for which you haven’t made any monetary contribution, without grasping the intricacies of the product, proves to be more convenient than simply reading a blog post.’

Finally, Dushyant chose to address their behavior as ‘passive-aggressive’ on social media. After this tweet gained immense popularity, Nash Vail, one of the co-founders behind Fold Money, promptly responded to a user known as ‘X’ with a heartfelt apology. In his response, Vail emphasized the wealth of feedback available to us within a dedicated channel, comprising hundreds of valuable insights. Recognizing your extensive experience in the design industry, we understand your familiarity with the significance of feedback. Nevertheless, we wholeheartedly apologize for our perhaps overly stern approach,” conveyed Vail with a sincere tone.

Dushyant took to Twitter on September 2nd to share a tweet that has since captivated the attention of over a hundred thousand viewers. This post has not only amassed over 500 likes but has also sparked a lively discussion in the comments section. Many individuals voiced their criticism of Fold Money’s handling of the situation in this bustling conversation thread.

Let’s See What People Have to Say About It

One individual remarked, ‘Impressive! @foldmoney is already revealing its true character. This approach towards a user, who’s graciously serving as a beta tester for free, doesn’t bode well for a company aiming to assist you in managing your finances. It’s better to address this now rather than down the road, I believe.’

A second contributor pondered, ‘So, whose responsibility is it to ensure the product is user-friendly? If a user encounters difficulties in understanding your offering, who should shoulder the blame? Who’s here to serve whom and eventually profit from them?'”
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