Posted: Thu Aug 07, 2003 6:24 pm Post subject: SBI customer support and its indifference to my refun inquir
Hello,
My name is Meraj Sami. I bought SBI a month and a half ago. I wanted to see if it would work for me and a client of mine who asked me to evaulate it. After a month, I decided it was not for me or my client (based on our needs). I asked for a refund on 21st July. I actually sent three emails that day all on linda@sitesell.com, one asking a question how it would be prorated. No response -- not even an autoresponder. Then I ran into another person on one of the other message board who went through exactly the same thing. According to her SBI customer support was very responsive to her till she asked for a refund. Then they all went into a comatose.
So I sent a round of another emails on 4th of August, one on linda@sitesell.com, one on shawn@sitesell.com (that was the email address she gave me saying it was someone nice), and one on help@sitesell.com to Ken Evoy. According to one of the previous Dr. Evoy's email, help@sitesell.com is the address one should write to if he/she does not get an answer from the staff that he is so proud of. According to the same email, he would personally read it and reply it -- guess what? Not a peep from any one of them.
I just want to know if this is the norm of SBI customer support. Please do not respond if you were getting great response if you inquired about SBI. I did too, and everyone would want you to spend your money on their product. Also, do not respond if you are a continuing member of SBI -- Of course, you will great support so you can renew your membership. When I bought SBI, I was getting emails from them left and right. I just want to know how other people were treated when they asked for a refund.
I have read all the posts from people from SBI. All that growth of the company does not justify this apathy towards my refund email. After all, the fast growth of the company was not a hassle for them to respond when I was buying the SBI --
If they do not want to refund the money, just say so -- do not give this attitude to a customer who used to buy their other products. Not anymore. I will make sure to tell this story to anyone on any board who asks about the performance of their customer support.
SBI- If you find this post rude, so be it. You have been more rude by not answering any of my 6 emails that I sent you.
Meraj Sami _________________ Of all the things I have lost, I miss my mind the most.
Joined: 02 Jul 2003 Posts: 5839 Location: by the beach, Australia
Posted: Fri Aug 08, 2003 12:01 am Post subject:
I've alerted SiteSell about the problem. It sounds to me as though your emails aren't reaching SiteSell for some reason.
They really do go to exhaustive lengths to try to attend to all emails received. They've even recently set up a support site: http://support.sitesell.com/
Posted: Fri Aug 08, 2003 12:28 am Post subject: Reply by Ken Evoy, President SiteSell.com
Dear Meraj Sami,
My apologies.
We are being absolutely slammed by spam, thousands per days
and those are the ones that get through our spam filters. In
the last few weeks, it has virtually paralyzed us.
That is why we'll be rushing a new form-based e-mail system,
hopefully tomorrow. It's Phase I of a full CRM system that
we are implementing.
This should eliminate lost e-mails (which I'm sure must be
occuring simply because we are overwhelmed by the amount of
spam) and slow-or-no replies.
A second factor has been that as word of SBI! spreads, sales
are growing beyond our projections. This of course requires
more and more support staff. Combined with the spam, it has
been very difficult.
Naturally, when it comes specifically to a refund, folks
suspect the worst. I assure you that is not the case.
No one has NOT been refunded -- we honor the Guarantee 100%.
I'm sending your request to Janice who will process it
within the next 12 hours.
By the way, I never received an e-mail from you to
help@sitesell.com, and it does all come to me (a screener
eliminates all the people with a pitch or seeking free
advice, etc., etc.). Even the help@sitesell.com, which is
not published on the Net, gets too much spam, and we'll be
changing that address, too shortly after the switchover.
A major "switchover" will happen tomorrow or over the
weekend. While we will still have a lot of backend work to
do to install our full CRM, this should at least remove much
of the chaos that all this spam, and growth, is causing.
Joined: 03 Aug 2003 Posts: 27 Location: Southern Arizona
Posted: Fri Aug 08, 2003 8:39 pm Post subject:
Quote:
My apologies.
We are being absolutely slammed by spam, thousands per days
and those are the ones that get through our spam filters. In
the last few weeks, it has virtually paralyzed us.
Thanks, Ken...for clarifying the problems you've been experiencing with email. My experience with Linda, Shawn, Theresa, Janice, Paul and you is proof-positive that you guys really do care about your customers..and their needs.
Hope the new email system you are about to implement will solve the problem _________________ Kerri Mackenzie http://www.Small-Biz-Ideas.com
Small business ideas to help you succeed
beyond your wildest dreams?a realistic
guide that actually works!
Nevertheless, I wanted to mention that I had a similar experience with Sitesell one and a half years ago. In the end, I have received my refund, however, when I posted my experiences in a discussion list some time later I got a nasty flame from a Sitesell employee.
For those reasons, I decided not to use Sitesell when I started to create a little content site a couple of weeks ago, though its features might have been useful for that little experiment.
I wish Marlon Sanders created a product like Sitesell, I have never experienced such an outstanding customer service and affiliate treatment from anybody else.
I'll leave it with this post, and hope that I don't get flamed from a Sitesell employee again for using my freedom of speech. _________________ Always my best,
Joined: 03 Aug 2003 Posts: 27 Location: Southern Arizona
Posted: Mon Aug 11, 2003 6:22 pm Post subject:
Quote:
I see that the issue has already been cleared up.
Nevertheless, I wanted to mention that I had a similar experience with Sitesell one and a half years ago. In the end, I have received my refund, however, when I posted my experiences in a discussion list some time later I got a nasty flame from a Sitesell employee.
For those reasons, I decided not to use Sitesell when I started to create a little content site a couple of weeks ago, though its features might have been useful for that little experiment.
I wish Marlon Sanders created a product like Sitesell, I have never experienced such an outstanding customer service and affiliate treatment from anybody else.
Hi John,
No doubt Marlon Sanders provides great customer service.
But...
Your experience with SiteSell is definitely NOT the norm. Of all the companies I have dealt with on the Internet, they have consistently delivered exceptional products, superior support, and outstanding service. That isn't to say that gliches don't occasionally occur...as in any company, stuff happens. But there is absolutely NO doubt that Ken Evoy and his team are totally committed to OVERdelivering.
Since you posted your experience on a discussion list, whoever the person is that responded with the 'nasty flame' may not have actually been a SiteSell employee. Even if that person was/is an employee, it's highly unlikely that Ken would sanction such unprofessional behavior from anyone in his employ.
One thing I can state unequivocally -- everyone I have had contact with at SiteSell has been friendly, helpful, and willing to go the extra mile to please...without exception.
Sometimes we say and do silly things when we?re angry. Assuming the flame did come from someone within SiteSell, is it possible there was some justification for the nasty response?
Everyone makes mistakes. If you believe SBI! would be ?useful? in developing your new web site, it seems to me you are cutting your own nose off to spite your face. Instead of harboring ill-feelings, why not consider putting the previous mess behind you and move on?
It is you who will emerge the winner... _________________ Kerri Mackenzie http://www.Small-Biz-Ideas.com
Small business ideas to help you succeed
beyond your wildest dreams?a realistic
guide that actually works!
Joined: 01 Aug 2003 Posts: 1126 Location: London, England
Posted: Tue Aug 12, 2003 6:09 pm Post subject:
Hi Everyone,
Just to throw my tuppence in the hat.
I have to say that I agree almost 100% with Kerri Mackenzie.
It's true that I've never had to ask for a refund but I cannot imagine SiteSell not compiling with a
refund request...
...they have such a top notch reputation that they would not risk tarnishing it. With so much spam about and so many spam filters, emails can't be relied upon to always get through, shame but a fact.
IMHO SiteSell support is first class. The world would be a better place by far if all outfits conducted their business and overdeliverd like SiteSell does.
Posted: Thu Aug 14, 2003 7:26 pm Post subject: Thanks
Sorry that I took so long to post again. I was very busy with my cousin's wedding.
First of all, thanks to Allan who wrote to SBI, and thanks to Dr. Evoy for taking time to respond.
The reason I chose to post in this forum was that I have always maintained that Allan is one of the most conscientious person when it comes to online marketing. I also know that he is one of Dr. Evoy's super affiliate. I was pretty sure that he probably has an email address to contact Dr. Evoy that is not public. So if I wanted to reach SBI, it was through him which I did. And as I said, thanks for taking the initiative. It is much appreciated.
Dr. Evoy, I was not too concerned that I would not get my money back. I have read your books, and I know that you have made a career out of overdelivering. I did not know what was going on, and to me it seemed I was being ignored by SBI customer support. THAT ticked me off more than anything else. Thank you for taking the time to respond. By the way, yes, Janice did get back to me the very same day.
It would not be a bad idea to post on your website, if you are having trouble with emails -- at least letting the people know what is going on, what actios are being taken to resolve the issue or what would be the wait time under the circumstances.
Meraj _________________ Of all the things I have lost, I miss my mind the most.
The new system seems to be working well...just another example of Ken's commitment to quality customer support
_________________ Kerri Mackenzie http://www.Small-Biz-Ideas.com
Small business ideas to help you succeed
beyond your wildest dreams?a realistic
guide that actually works!
Posted: Thu Aug 14, 2003 9:31 pm Post subject: Re: Reply by Ken Evoy, President SiteSell.com
Ken Evoy wrote:
A major "switchover" will happen tomorrow or over the
weekend. While we will still have a lot of backend work to
do to install our full CRM, this should at least remove much
of the chaos that all this spam, and growth, is causing.
Hi Ken
To avoid situations similar to the current one, you may wish to consider a FAX hotline, as an additional option to email, in case of refund.
A customer could use email as a first option. If he doesn't receive a response within for example two weeks time, then he can fax his refund request.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Your host: Allan Gardyne. Earning a good living from affiliate
programs since 1998.
FAQ
Search
Memberlist
Usergroups
Register
Profile
Private Messages
Log in
