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An Open Letter to Scott Ackerman and Fiona Posell, VPs of eHarmony

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[To eHarmony staff who read this, would you please forward it to your VPs.]

Dear Mr. Ackerman and Ms. Posell:

I am here writing to you to bring your attention to the eHarmony complaints page at ConsumerAffairs.com. The URL is http://www.consumeraffairs.com/dating_services/eharmony.html .

Right now there are 317 complaints on that page, dating from March 2004. Yes, I counted.

At first glance the page looks like a shoutbox for frustrated eHarmony customers. At first glance, one may say, “Hey it’s the Internet. The Internet is anybody’s shoutbox.” That’s what I thought, too, for the longest time. This page is not a shoutbox. I want you to click the FAQ link on that page and read the site’s FAQ. It explains how ConsumerAffairs gathered entries for the eHarmony page all these years.

Ms. Posell, you probably remember ConsumerAffairs.com because its correspondent Joseph Enoch interviewed you last July regarding Nigerian scams on online dating sites.

One section of their FAQ says,

Shouldn’t companies have a chance to respond?
We’re happy to publish responses. There is a response form companies can use to submit their response.

Mr. Ackerman, in interest of world-class customer care, and coming to you as one of your customers, I request that you respond to ConsumerAffairs.com and its 317 published complaints. You have every reason to.

  1. They are happy to publish your response.
  2. They will be happy to supply you with the originals, including names and contact information, if that will assist you in resolving these complaints.

If you would like to contact them, I believe Ms. Posell has their number.

Mr. Ackerman and Ms. Posell, I hope this wouldn’t get any more out of hand. That webpage is unconscionable.

Sincerely yours,

eHarmony Blog

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Comments 6

  1. SingleGuyInNC wrote:

    Somehow, I think that this will end up at the bottom of the VPs’ priority list with the news headlines posted here in the past few days. :)

    I imagine that they have their hands full…and then some.

    With that said, they are at a crossroads where they may be hurting for subscribers with the current controversy and it may be in their best interests to clean up all the small piles of complaints to help boost their numbers.

    Posted 24 Nov 2008 at 2:33 pm
  2. eharmonyblog wrote:

    Hands full with what? The die is cast on the New Jersey settlement. Whatever eHarmony wants to say, Corporate Communications (Fiona Posell) and Legal (Antone Johnson) already put in the press release and FAQ they published last Thursday. it’s also clear that nobody in eHarmony is giving out interviews at the present time. I think this is as best a time as any other.

    I emailed them this letter. Let’s hope we get a consequential response.

    Posted 24 Nov 2008 at 8:20 pm
  3. SingleGuyInNC wrote:

    I figured that they might be busy with the new suit that was filed against them:
    http://eharmony-blog.com/1228

    I do agree that with the first lawsuit decided their PR department should have some free time to deal with those complaints.

    Posted 26 Nov 2008 at 10:13 am
  4. eharmonyblog wrote:

    SingleGuyInNC, check the source (“APF”) of that article…

    Posted 26 Nov 2008 at 11:16 am
  5. SingleGuyInNC wrote:

    Whoops. I got got. Didn’t see the and blinking winking smiley faces.

    I could see it happening, though.

    Posted 26 Nov 2008 at 2:42 pm
  6. Annoymous wrote:

    Read the bottom line when it comes to E Harmony do not just read their hype. They can close anyone out for any or no reason. There is no “due process.” The same guideline apply to Match, Chemistry or Perfect Match. Read their bottom line.

    Posted 10 Nov 2009 at 1:34 pm

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