Comment Replies (8)
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Replies to the user comment above. |
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1
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Sumom Ltd (0)
Webmaster
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Hi,
We have had some troubles with our customer support. This is ofc unacceptable and we are sorry for the inconvenience. If you have not yet received a response on your requests please email: support@eurorevenue.com with the info and your requests.
Best,
Nicky
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01-20-14 08:36pm
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2
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woodyxxx (0)
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REPLY TO #1 - Sumom Ltd :
I have done that last night to the email address you provided in another complaint thread; I forwarded my email to this address.
Apart from what I want (cancelation of my subscription, and refunding of the money that was unrightfully taken from me on Jan 16), there is a general thing that I want:
-you do NOT provide proper information on how to cancel a subscription
-you DELIBERATELY make it very vague and difficult for people to cancel their subscription.
-while subscribing, you try to trick people into subsribing to other sites without properly explaining to them it will cost them more
-you "thank" your paying customers by selling their personal info and emailaddress to spammers; up to the day I subscribed I had zero spam; from the day I did, not only is the amount of spam increasing every day, it also uses my real name. You were the only company that ever had my real name connected to this email-account. I know you are going to deny it, but I am 100% sure that either you, or the billing company caused this, and I am extremely unhappy with this.
How can you complain about piracy if you treat your paying customers like this?? This is completely disrespectful, and not only it chases me away from your website, but I will definitely think again before joining another one.
Do not steal from your customers. Do not abuse the trust that your customers have given you by providing you with personal information. Is it really necesary that a bonafide company should be reminded of these things??
So, it's not just about €34.95; it's about your company's policies. They are extremely bad.
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01-21-14 12:07am
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3
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woodyxxx (0)
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REPLY TO #1 - Sumom Ltd :
OK, "Nicky" replied:
"Hi I have forwarded this to the customer support. I myself can't do the cancel or refund but I can personaly email them which I have done now.
Best,
Nicky"
Note how she doesn't really say anything. To which 'customer support' has she sent it? Eurorevenue.com? Or Centrobill.com?
And of course, she herself can't do anything. And again: NO confirmation that my subscription has been officially ended.
It is better to address centrobill.com directly. Also you can cancel your subscription there. When you log in with email/username/last 4 digits of your card, you can see an overview of all your creditcard transactions, click the 'refund' button, and explain why this transaction was fraudulent.
As far as I understand it now: centrobill.com is the company that actually does the financial transactions and keeps track on who is a member of what side.
"Nicky" and "eurorevenue.com" are the owners of the websites, and use centrobill.com services.
I have a good feeling that the problem isn't with centrobill, but with eurorevenue.
What I am going to find out is what the relationship between eurorevenue and the actual GGG/John Thompson company is. I can't imagine this is real GGG policy. I think Eurorevenue simply buys the license for their online streaming/downloadable content.
So, it might be a good idea to contact GGG as well. I will update when I find out more.
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01-22-14 07:45am
Reply To Message
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4
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Sumom Ltd (0)
Webmaster
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Dear Valued Customers,
We would like to apologize to anyone who faced issues with membership cancellation and assure you that any outstanding cancel requests are being handled in a timely manner. We have done our best to address the concerns pertaining the speed of cancel requests execution. In most cases the delays were caused by missing cancellation confirmation e-mail from the requesting member. We issued a policy to automatically cancel memberships if there is no cancellation confirmation within 48 hours since the contact attempt of our customer support representative. We are convinced that the changes we have made to the cancellation execution process will eliminate any potential issues.
The process of a cancel request submission is straightforward and transparent – you can submit it either via the Customer Support link at the bottom of our members area and tour pages, or via the online form e-support24.com, or via Centrobill’s web site centrobill.com. Once the cancellation request has been received, it is forwarded to our customer support representative, who initiates contact with the requesting member and asks for a confirmation of the cancel request. If there is no confirmation within 48 hours since the contact attempt, our representative still cancels the membership.
Centrobill is a reliable and legitimate billing processor which has served us very well for a long time already. It has a good reputation among its clients. We assure you that any delays with cancellation were caused by shortcomings of the process itself and not by the parties being involved in credit card fraud or anything of that kind.
Another note on spam. We have NEVER provided 3rd parties with the database of private member information and we will NEVER do so.
If anyone still has issues with canceling their membership – please report to us at Nadya@eurorevenue.com or Nicky@eurorevenue.com with your user details, and we will make sure that the issues get addressed immediately.
Sincerely,
Nadya
Head of Sales
Sumom Ltd
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02-20-14 07:51am
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5
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Vegas Ken (0)
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We are in communication with the people at EuroRevenue & GGG. They have committed to making good on all the past problems.
If you have an outstanding issue with GGG, please contact me directly so that I can help facilitate things for you. You can reach me via email at VegasKen (at) PornUsers.com
As always, thanks for your support and use of our site.
Vegas Ken
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03-03-14 02:12pm
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6
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woodyxxx (0)
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REPLY TO #5 - Vegas Ken :
Hi Vegas Ken,
strictly speaking I don't have "an outstanding issue with GGG", since I was able to get my money back after putting enough pressure on them. On the other hand, the problem hasn't been solved: the only way to legally obtain GGG-movies is to become a member of this website (I am not interested in buying physical DVD's), and the current issues with the website means it's simply not possible to obtain their material legally.
Like I have stated before, there is no "technical difficulty" whatsoever this problem with unsubscribing. It's plain and simple: they simply refuse to make a simple procedure to unsubscribe and willfully don't provide any clear information to their subscribers how they can unsubscribe. This shows an incredible amount of disrespect to those people that make the decision NOT to pirate their material, but actually pay for it.
Apart from that is the issue that they sell personal information of their subscribers to spammers, no matter how hard they deny it. I just don't believe in "coincidence"; my subscription email address had been spam-free for years. From the moment I subscribed I started to receive massive amounts of spam, not only that: I was addressed with my full name. Until the moment I subscribed I have never ever associated my full name with this email account, 100% certain! I had to do it now, because my name is on the credit card.
As far as I am concerned I think pornusers.com should take their responsibility and stop promoting a membership to this website until they clean up their act. One easy way if they are actually willing to improve is to check if they finally update their FAQ and provide information on how their subscribers can unsubsribe, using a method which is not unnecessary complicated.
People that are actually willing to obtain porn legally deserve respect. This company doesn't give any respect: they abuse their customers. A website like pornusers.com should help stop these malafide practices.
With kind regards,
Bram
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03-04-14 12:31pm
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7
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Khan (Suspended)
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REPLY TO #6 - woodyxxx :
Perhaps you've missed the part where we've marked this site as one we will not do business with at this time. And maybe you also missed the post Rick (the owner of PU/TBP) made in our forum yesterday concerning this matter. See:
https://www.pornusers.com/forum/forum_th...49&showPost=3#_3
If that, and Ken's offer to personally help anyone who's lost money with these people is not us taking responsibility and doing what is within our power to do, then I guess I don't know what is.
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03-04-14 03:04pm
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8
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woodyxxx (0)
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REPLY TO #7 - Khan :
Yes, you are right!
I checked the situation at the moment I received Vegas Ken's message, but I didn't check again 2 days later when I wrote my reply: I see the situation has changed now. And yes, this is exactly what I meant! So, thank you! :)
I sincerely hope this helps to convince this company to change their attitude towards their customers and clean up their act.
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03-04-14 11:08pm
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