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| Porn Users Forum » The customer is wrong until proven right! |
| 1-11 of 11 Posts | Page 1 |
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| 12-18-10 11:31am - 5118 days | Original Post - #1 | |
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badandy400 (0)
Active User  Posts: 869 Registered: Mar 02, '08 Location: ohio |
The customer is wrong until proven right! A little intro. I signed up for Kayden420 using the trial to see how the site was. I was disappointed, but that is not the topic here. It was a 1 day trial for $5 that would recur at $20. About 12 hours into the trial I had enough and tried to cancel. The bottom of the page had a link to billing support which redirected to epoch, not the actual processor. I had to go through and pretend like I was signing up again just to see who the processor was. It was Zambaio, who are they? I did the usual wand click "cancel membership" and sure enough the page does not load. Try again, nothing. Try different computers and browsers and still nothing. The rest of their site works, just not that ever so important page that makes them lose money. I then send them an email ticket siting the issue and my wish to cancel the subscription, and it was a good thing. The following is the transcript of my chat with on of their reps. ----- An online representative will be with you shortly. You are number 1 in the queue. Your wait time will be approximately 0 minute(s) and 30 seconds. Thank you for waiting. All operators are currently assisting others. Thanks for your patience. You are number 1 in the queue. An operator will be with you shortly. Welcome to our live chat service. My name is David. How may I assist you? andrew: http://support.zombaio.com/ does not work and i need to cancel a subscription David: Can you please give me your credit card number or your email address? andrew: badandy400@yahoo.com andrew: I would rather not give my CC number David: Your subscription ID 1490068 with http://tour.kayden420.com has been cancelled as of 2010-12-18. We will not bill your credit card again! You will only have access to your membership until the end of the day on 2011-01-19. Thank you for choosing Zombaio Payment Services as the ISP for your subscription! David: It's not required andrew: Was I billed for only the $5 trial? David: You were charged $19.95 for access until 2011-01-19 andrew: I do not want that. I tried to cancel last night but the page would was down, and it still is. David: I've just tested http://support.zombaio.com/ and it loads as expected andrew: Does not load on several computer here, using Firefox and Internet Explore David: I'm testing with IE8 David: Let me test Firefox as well David: One moment please David: It loads when I test it in FireFox as well. You can get a live report of our uptime at http://www.pingdom.com/reports/pqhj6py444g4/ David: support.zombaio.com is under Zombaio WebService andrew: Okay, perhaps it is lost along the way, the rest of the site works okay, just that page. andrew: What will be done about the $20 charge? David: I'm afraid I can't issue a refund as the support page is loading and we have no reported down time David: It has been cancelled so you will not be charged again andrew: I also sent an email last night requesting to cancel the membership. Inquiry ID 203349 David: Let me take a look, one moment please David: We will issue a refund for the charge made to your card, the refund will reach your bank account in 3 - 5 business days andrew: Will be watching for it. Please do have someone look into the webpage issue. It make customers such as myself feel uneasy. David: I will have tech take a look at it andrew: Thank you. David: Is there anything else I can help you with at the moment? David: You're welcome Your chat transcript will be sent to badandy400@yahoo.com at the end of your chat. andrew: I believe that is all. Thank you David: Thank you for chatting. Please contact us at anytime if you have any further questions. Good-bye. ---- We will just have to wait and see if it happens or not, but that part is nothing new. The page truly did not load, yet he believes I am liable because it did not load. I am not 25 days into the subscription here, the charge should have happened only minutes before so I was not looking for a free ride. He only was willing to claim to refund because I had sent email during the night. Otherwise I would have been calling the CC company, and I feel as if I still may need to. As for checking their server uptime, it is not important because the page does not load for me, the customer. The general site does load, thus the report would reflex that the site is up. Not sure why he felt he needed to prove me wrong? The point if this is that the conversation really should only have been a few lines with the rep apologizing for the inconvenience and promising to fix everything. These reps are here to help us, not confront us, or so I thought. There have been several conversations on PU on why people tend to stick to a few well know payment processors and this is a fair indication as to why. Epoch and CCBill have never given me any issue, when I call or email them they respond. This was my first dealing with Zombaio and it will certainly be my last. "For example, badandy400 has taken it upon himself to become the one man Library of Congress for porn with a collection that surely will be in Guinness Book of World Records some day." ~Toadsith~ PU Interview | |
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| 12-18-10 11:35am - 5118 days | #2 | |
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badandy400 (0)
Active User Posts: 869 Registered: Mar 02, '08 Location: ohio |
Just a note. I did get an email with the refund information. I did not get the email of the transcript. This was copy/pasted before closing the window. "For example, badandy400 has taken it upon himself to become the one man Library of Congress for porn with a collection that surely will be in Guinness Book of World Records some day." ~Toadsith~ PU Interview | |
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| 12-18-10 11:52am - 5118 days | #3 | |
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Monahan (0)
Active User  Posts: 348 Registered: Jan 17, '07 Location: SF Valley, CA |
Good work, and it just adds to my dissatisfaction with the way the less reputable processors function. I have been doing the same thing you do; copy and past the chat before logging off. It was necessary to use only once to deal with an issue and it worked well. | |
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| 12-18-10 01:38pm - 5118 days | #4 | |
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lk2fireone (0)
Active User  Posts: 3,618 Registered: Nov 14, '08 Location: CA |
I believe the tech support (or whatever they are called) are often trained or encouraged to take the position that any charges posted to the customer's account are valid, and should not be reversed. Separately, even large, well-known businesses are using third party processors to try to sell to their customers. I've had many telephone calls from people who say they are associated with my bank or with my telephone company, trying to sell me different products. And some of these people, who are not working for my bank or telephone company, can be rude or aggressive when trying to sell. I think we've gone beyond the idea of the purpose of reps is to help the customer. Instead, the idea seems to be, the purpose of reps is to handle the customer, for the company's benefit. | |
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| 12-18-10 01:39pm - 5118 days | #5 | |
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Yariana (0)
Suspended Webmaster  Posts: 56 Registered: Mar 10, '10 Location: Salem Oregon |
I used to use Zombaio as a payment processor and stopped using them because their customer service to both site members and webmasters is terrible. They are based in the UK and don't require US sites to pay the $750 Visa registration fee that CCBill and other US third party processors require. Same goes for Allied Wallet and GTbill. Speaking from my own experience, I'd stay away from all of them. Edited on Dec 18, 2010, 03:21pm | |
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| 12-18-10 04:47pm - 5117 days | #6 | |
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badandy400 (0)
Active User Posts: 869 Registered: Mar 02, '08 Location: ohio |
I do not know why they fight so hard knowing that all I have to do is call the CC company and I get the refund anyway. Having a higher number of charge backs results in higher rates or penalties. Some companies have even had their processing revoked. Charge backs tell the CC company that they are doing something wrong. That was going to be my next step. MasterCard, VISA, AE and so on are much more powerful than little companies like Zambaio, I do not think they would want a lawyer fight. Enough complaints and that is what they get. Nice to see a webmaster pitch in on this topic because it has just as much of an impact on them as it does on us. I have often turned away from a site I was thinking about when I see that I do not recognize the payment processor or it seems shady. "For example, badandy400 has taken it upon himself to become the one man Library of Congress for porn with a collection that surely will be in Guinness Book of World Records some day." ~Toadsith~ PU Interview | |
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| 12-18-10 04:54pm - 5117 days | #7 | |
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Capn (0)
Active User  Posts: 1,740 Registered: Sep 05, '09 Location: Near the Beer! |
Talking of shady. Where possible, I boycott CCBill over their Regional Pricing scam. Cap'n.  Admiral of the PU Hindenburg. 2009 PU AwardHilarious Post of the Year 2010 PU Award ( I would have preferred it to be Helpful Post of the Year for Guys who Hate 'Retail Therapy' ) :0/ Sanity is in the eye of the Beholder! | |
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| 12-18-10 04:57pm - 5117 days | #8 | |
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rearadmiral (0)
Active User Posts: 1,453 Registered: Jul 16, '07 Location: NB/Canada |
I'm gald to hear that this is resolved. I always worry when joining a site that cancelling will be a nightmare. I took a trial membership to a solo girl site recently and didn't see the warning on the TPB review that there was a pre-checked cross-sell. It was well hidden on the sign-up page because I didn't see it there either. I cancelled the trial fairly easily but the cross-sell was billed through a different biller and there was no obvious way to cancel it. It seems that there are tons of money to be made legitimately through online porn, so the scum who decide to make some using questionable tactics really piss me off.  | |
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| 12-18-10 04:58pm - 5117 days | #9 | |
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Tree Rodent (0)
Active User  Posts: 708 Registered: Oct 29, '08 Location: UK |
Customer disservice is there to make it as hard as possible to get your money back. The harder they make it, the more money they make. Good report. | |
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| 12-22-10 10:15pm - 5113 days | #10 | |
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gonzooprano (0)
Active Webmaster Posts: 40 Registered: Oct 17, '10 Location: Atlanta,Ga. |
Skirting the $750 Visa fee should be enough to let webmasters know that theres something shady up. This customer confirms what Ive suspected all along. Thanks for the information andy | |
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| 12-22-10 10:17pm - 5113 days | #11 | |
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gonzooprano (0)
Active Webmaster Posts: 40 Registered: Oct 17, '10 Location: Atlanta,Ga. |
FWIW regional pricing looks like a major pain in the ass to set up. I for one didnt bother - the price is the price and I dont give a shit where you live. | |
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