Comment Replies (11)
|
Replies to the user comment above. |
| Msg # |
User |
Message |
Date |
1
|
Denner (0)
|
It looks bad....
But rwprof - did you try to cancel via the website itself? They have this form to cancel.
Didn't you get feedback from that cancel?
It's also bad news that the webmaster has not given you an ok respons from your e-mails.
I think it would be appropriate of the site/webmaster to answer to this problem here at PU....
|
11-13-08 07:30am
Reply To Message
|
2
|
Karup (0)
Webmaster
|
Hello Rwprof,
Wow, I counted 3 separate complaints in your post...
A) "You cannot (as far as I can tell) cancel from the EENT page".
B) "I have emailed support quite a few times, gotten only one response, and silence after that".
C) "They revamped the site, and I can no longer access it".
I'll address each, one by one...
A) You can absolutely cancel your membership from the "EENT page". Our cancellation page is linked from all over the site. It's linked twice from the credit card signup page, once from the "congratulations, your membership has been approved" page, once from the login page, from our terms & conditions page, and from our Member Support Center. The main cancellation page is here -
http://www3.karupspc.com/cancel.htm
All of those cancellation forms are used daily by numerous members and are working just fine.
B) Can you please forward me the e-mails you've sent to our customer support e-mail addresses? You said you've received one reply - what was the name of the person that replied? As a result of the thousands of spams we get every single day, we've had no choice but to begin using "Spam Arrest", so if you e-mail our customer support e-mail addresses, you will get an automated response from Spam Arrest asking you to confirm you are a legit person by clicking on a link. You only have to do this one time, but if you don't do it, we will never receive your e-mails. Once you let me know what e-mail address you contacted us from, I can look into if this is what prevented us from receiving your e-mails.
C) We revamped our members area layout several months ago. It has in no way led to access issues for any of the thousands of members we had before the revamp and had/have after the revamp. If you have access issues, I assure you, they are not related in anyway to our new members area layout. Again, please let me know your e-mail address (or username) so I can look into your membership and see what the problem is with your access.
Please e-mail me at - webmaster@karup.com - so I can look into each of your issues. I'll be happy to post the details of my findings on Pornusers for everybody to read once I hear from you.
Regards,
Jeff
P.S. I looked for a membership with "rwprof" in the e-mail or username and found nothing, so I have nothing else to go off of until I hear from you. I'll be waiting patiently and I give you my word with anybody reading this as a witness that if we are truly at fault, I will double the amount of membership time you have lost, are owed, and have remaining in the site at no extra cost to you.
|
11-13-08 02:03pm
Reply To Message
|
3
|
PinkPanther (0)
|
REPLY TO #2 - Karup :
Good job, Jeff. I have never been a member of this particular Karups site, but I have been a member of KarupsPC 3 different times and have never had access problems or problems cancelling membership and have always found Karups to be quite responsive and professional way, so I have to say that the "Stay Away" from any Karups site should be taken a grain or two of salt.
|
11-13-08 10:10pm
Reply To Message
|
4
|
Drooler (Disabled)
|
REPLY TO #2 - Karup :
I've never had any trouble cancelling from either KarupsHA or KarupsPC. In my own experience, they've actually been two of the easiest sites to cancel from. I don't know what's going on here, but all I can say is that it's different from how it's been for me.
|
11-14-08 03:18am
Reply To Message
|
5
|
Denner (0)
|
REPLY TO #2 - Karup :
Fine to hear from/read this thorough reply from a webmaster...
|
11-14-08 09:30am
Reply To Message
|
6
|
Karup (0)
Webmaster
|
REPLY TO #3 - PinkPanther :
Thank you PinkPanther, Drooler, & Denner. We appreciate the vote of confidence. :)
I still haven't heard from Rwprof yet. I certainly don't want to undermine his complaints because he could very well have a legit reason to be upset, however, there is also plenty of reason to be suspect of somebody who creates an account to bash a site, especially when his complaint veers off into 3 different directions within 1 paragraph.
We just fired a customer service rep 1 hour ago because of several instances in which she wasn't doing her job properly. That includes not replying to e-mails in a timely manner, as well as other issues related to lackluster performance. That's the reason I asked him to let me know the name of the person he did get a reply from. Unfortunately, we're not perfect and make mistakes like everybody else, but we also go to great lengths to prevent and correct them when brought to light.
Like I said, I'll be happy to copy/paste all exchanges between he & I on Pornusers. Normally, I wouldn't do that (and won't if he prefers me not to), but since he made the issue public and tried to make us look bad, we'll be happy to keep it public so people can judge for themselves if this warrants his "STAY AWAY" suggestion.
On a side note, I wish Porn Users could implement a way to verify a complaint is legit before allowing it to be plastered all over their main page and the site in question's review page. What if this user never acknowledges my attempts to fix his problem or never follows up to my questions proving he was even a member? His words may have caused lasting damage in the eyes of some surfers even though his complaint may be shown to have no merit. I know it may be difficult to figure out a reasonable way to do something like this, but would be nice for sites that care deeply about their reputation and public perception of such.
Regards,
Jeff
|
11-14-08 03:12pm
Reply To Message
|
7
|
PinkPanther (0)
|
REPLY TO #6 - Karup :
The thing about this forum, though, Jeff, is that there are enough members that, for the sites such as yours, that have a history of responsive Customer Service, there will be other members to speak up in the defense of good sites so that the complaints will have the lesser weight that they ought to. In the end, I think that's more valuable than the mods setting up a whole QC system, which I tend to think could create more friction than not.
I would certainly feel p.o'd if I had what I felt was a valid complaint about a site and I wasn't allowed to have my post seen by other forum members because a mod decided that it was not a valid complaint. On the other hand if I made my point and 10 other forum members responded, saying that they had always had great experiences with the site, I wouldn't have any reason to be pissed off at the mod or the other members and would probably chill out a bit and have more perspective about my complaint.
|
11-14-08 07:13pm
Reply To Message
|
8
|
TheRizzo (0)
|
I have never had nothing but fast, prompt customer service from Karups. Very few sites provide anywhere near the level and quickness of support from my experience. Glad to see Jeff respond so quickly to this comment and look forward to hearing the resolution when rwprof gets back to him.
|
11-14-08 08:59pm
Reply To Message
|
9
|
Karup (0)
Webmaster
|
REPLY TO #7 - PinkPanther :
Hey PinkPanther,
You're definitely right about a site relying on the good impressions & input from other users to back them up when somebody gives negative input.
Rizzo, thank you very much for the nice comments! :)
On a side note: Still no word from Rwprof.
Regards,
Jeff
|
11-17-08 02:26am
Reply To Message
|
10
|
ondradost (Suspended)
|
I have got the same problem with my membership canceling....hope someone is gonna solve that.I have already sent email...still the problems.
|
12-05-08 03:51am
Reply To Message
|
11
|
Karup (0)
Webmaster
|
REPLY TO #10 - ondradost :
Hey there,
Just incase you see my reply here before my reply to your e-mail, here is a copy/paste from the processing company's admin screen when I checked the status of your membership. Note that you posted on Dec 5th...
"
Cancel Status
Subscription is cancelled.cancelled on 2008-12-05
reason No reason
"
If you can please reply to my e-mail and let me know what the cancellation form said after you submitted it, I will have the processing company look into that right away.
Regards,
Jeff
|
12-08-08 03:25am
Reply To Message
|
| *Message rows highlighted in light orange are replies to replies. |
|
