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| HyperActive Warrior Join Date: Jul 2008 Location: , , .
Posts: 290
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I bought something called Adwords Analyzer weeks and weeks ago. I couldn't get it to work, emailed for help, waited for 5 days, then got an email to go and ask their cyber support for help. I submitted a ticket to cyber support for help, and never got an email back from. I was waiting weeks for a product I bought that didn't even work. As a consumer, I got fed up and asked these people for a refund. This is what I got: [I'm going to name myself "Mark"] Hi, I bought this and ever since using adword analyzer, it doesn't seem to work. I'll type in a a random thing that I'm looking for in the space. Under it it says, "There are no items to show." Below it says, Attempting Login... So I wait for hours because I guess it's searching, but nothing comes up? I give up, how do I fix this problem... -Mark Hi, We can fix this... For tech support, please visit: Xybercode Support Thank you. Jeff (days later...) I bought this but I forgot andI don't know what is my logic and password? How can I obtain because Adwords Analyzer doesn't seem to be working. I tried going to the support, but it says that my my info was wrong... please help, thank you. -Mark (days later...) The cyber support isn't responding and adwords analyzer still doesn't work... -Mark (days later...) Trey, Contact Mark ASAP. Thanks! Jeff (day later...) I'm not Trey... may I have a refund on Adwords Analyzer if it's not too late? I couldn't get this to work, no one helped me with my problem, and cyber support never even emailed me back. -Mark (day later...) Mark, Are you not getting our emails? All the best! Jeff (day later) Hi Mark, Can I give you a call tomorrow? I would like to make sure that this is sorted out for you. I remember replying to you a couple of different times. Did you also submit a ticket? Trey (day later...) No... I don't want to talk to anyone I don't know on the phone, can I just have a refund on this item please? (day later same time with Trey...) I understand. He was emailing you to help though Jeff (dater later same with with Jeff...) Hey Mark, I contacted you yesterday to assist you. Did you get that email. --------------------------------------------------------------------------------------- Why do internet marketers have to be like this? I lost all my trust and respect for these people. All I'm asking is a refund for this statement, is that too much to ask? You Can't Lose With Our 100% Satisfaction 8 Week Money Back Guarantee! "Because we're so confident you're going to love Ad Word Analyzer, we're willing to extend an ironclad, 100%, you-can't-lose money back guarantee. Order Ad Word Analyzer right now. Try it out and put it to the test! If you aren't completely satisfied, then simply contact us anytime within 8 weeks and we'll refund all of your money!" |
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I'm a starter, but I am willing to try everything I can to be a successful internet marketer and chase my dreams. If you can answer any of my questions, I would greatly appreciate it. Thank you.
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| | #2 |
| HyperActive Warrior War Room Member Join Date: Jul 2006 Location: Internet
Posts: 358
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Well its sold via Clickbank so get a refund via Clickbank... Simple. |
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| | #3 |
| That Girl War Room Member Join Date: Oct 2007 Location: , , .
Posts: 1,813
Blog Entries: 4 Thanks: 425
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Definitely- Clickbank protects customers against things like this. They have a great reputation for doing so |
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| | #4 |
| <LunLun /> War Room Member Join Date: May 2008 Location: ~Virtual = Valea Caselor (Romania)
Posts: 377
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I would definitely recommend you to read this: Satisfaction guaranteed - who guarantees your guarantee? It will offer a solution for the future. |
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| | #5 |
| Advanced Warrior War Room Member Join Date: Jun 2008 Location: United Kingdom.
Posts: 962
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This is a clickbank product, so just email clickbank support and give the details they ask you for. -paul |
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| | #6 |
| HyperActive Warrior Join Date: Jul 2008 Location: , , .
Posts: 290
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Ah I see, time to wait. So even though I bought it through a PPC search engine... I need to ask CB next time instead of the merchant themselves to give me a refund?
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I'm a starter, but I am willing to try everything I can to be a successful internet marketer and chase my dreams. If you can answer any of my questions, I would greatly appreciate it. Thank you.
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| | #7 |
| Advanced Warrior War Room Member Join Date: Jun 2008 Location: United Kingdom.
Posts: 962
Thanks: 865
Thanked 111 Times in 92 Posts
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If the product checkout is through clickbank, then go to clickbank and they should give you a refund. If you are just asking questions about a product then you should contact the products support or owner. -paul |
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| | #8 | |
| Senior Warrior Member War Room Member Join Date: Jan 2008 Location: Alpharetta,GA, USA.
Posts: 1,440
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Thanked 198 Times in 143 Posts
| Quote:
Though there are some bad apples. Best! | |
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| | #9 |
| Active Warrior Join Date: Jul 2008 Location: Toronto, Canada
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I would go through the merchant first. I have had issues in the past , but was able to get them resolved quickly. If you are going in circles with the merchant then contact CB.
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| | #10 |
| HyperActive Warrior Join Date: Jul 2008 Location: , , .
Posts: 290
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Okay thanks for this guys... I just wish all internet marketers weren't so uptight with customers money... maybe it has something to do with America's economy.
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I'm a starter, but I am willing to try everything I can to be a successful internet marketer and chase my dreams. If you can answer any of my questions, I would greatly appreciate it. Thank you.
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| | #11 |
| HyperActive Warrior War Room Member Join Date: Aug 2008 Location: middle of the desert
Posts: 344
Thanks: 3
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Send an email to: refunds@clickbank.com Give them your order # and tell them you'd like a refund. Also, let them know that you're having troubles with the seller. Promising refunds and not delivering is bad for us all. |
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| | #12 |
| HyperActive Warrior Join Date: Aug 2008
Posts: 202
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Yes, definitely, I would go directly to ClickBank and get a refund through them.
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| | #14 |
| Lazy Slacker Join Date: Oct 2008 Location: Mountain View, CA
Posts: 44
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clickbank will take care of it. Do report it. these guys need to learn how to do customer service. |
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| | #15 | |
| FussBudgetWarrior War Room Member Join Date: Feb 2006 Location: ,Wisconsin , USA.
Posts: 267
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I know you'll get your refund promptly from Clickbank. They have awesome customer support, and well, they're located in my home state of Idaho. <beaming with pride smile> | |
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| | #16 |
| CoolStuffReview.us War Room Member Join Date: Jun 2005 Location: Near Salt Lake City Utah, USA.
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I too recently bought ad word analyzer. I've just used it on a limited basis, but my big complaint (still waiting for a reply from their support ticket) is that their PDF instructions manual was empty of instructions! I downloaded it several times from two different browsers - even cleaned out my temp file - but nothing showed up on the pages when I opened the file. Anyway, everyone's advice on sending a refund request directly is very good, because it works. So sad to get customers and then provide no customer service. Good luck! |
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| | #17 | |
| Senior Warrior Member Join Date: Jul 2006 Location: , , .
Posts: 2,259
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| Quote:
Maybe the question should be "why do customers have to be like this?" You insisted they only help you via a medium that wasn't working. How do you expect them to help you via email if you aren't getting the emails, or if you don't understand what the emails are telling you? By the way, did you actually read the support site? 4 solutions to your problem are given there, no registration required. The link is right there on the main page. Did you try even 1 of them? I'm guessing no...... | |
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| | #18 |
| DailyTradingSystem.com War Room Member Join Date: Mar 2008 Location: United Kingdom.
Posts: 2,766
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| Contact Us - ClickBank go to this link, and fill in the form. you'll get a refund within 7 days, if your guarantee has run out, which isn't your fault since you asked well within your guaranteed policy, contact their webhost, let the product owner that if they don't refund you immediately, you'll make sure to have their website removed for conducting illegal activities online.
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| | #19 |
| Guest
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It's really a shame that the support hasn't been all that great. Have I heard that this is actually a pretty good product or am I thinking of something else?
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| | #20 |
| Senior Warrior Member War Room Member Join Date: Dec 2006 Location: Cairns, Australia.
Posts: 3,261
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It is possible that their emails aren't making it through your ISP or your spam filter (probably likely based on the replies you've received). Check your spam folder first. If there's nothing there enter a new ticket (or check the old tickets you've entered) and keep track by logging in to the help desk to check the tickets. I would only follow this course of action for 48 hours maximum. If you're not getting a satisfactory response ask for a refund through Clickbank, Paypal or do a charge back on your credit card based on how you paid for the product in the first place. Kindest regards, Andrew Cavaangh |
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| | #21 |
| Let's Make Some Money Join Date: Oct 2008
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Hello, I work for Xybercode and handle all the support. I reply to all customers within 24 hours (usually much less). It looks like some simple communication issues are at hand here. You initially did ask for help. Jeff forwarded your info to me and I know that I replied to you at least 3 times. So, I think the case here is emails being filtered as spam. I only see one of my replies in your post. With that said, we were just trying to assist you to get the software working. Ad Word Analyzer is a great tool and we sincerely wanted help you out and make sure it was working correctly. We always abide by our guarantee and process refunds when requested. I am sorry that this did not work out for you. If you want us to submit your refund request for you, please post a private message to me here with the Clickbank receipt info. Also, please open a new ticket with it as well. Insert your Clickbank receipt info in the ticket and I will notify clickbank. Warm Regards, Trey Newkerk |
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| | #22 |
| HyperActive Warrior Join Date: Jul 2008 Location: , , .
Posts: 290
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Thank you. Yes, I have this handled now. Thanks again for everyone's supportive replies!
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I'm a starter, but I am willing to try everything I can to be a successful internet marketer and chase my dreams. If you can answer any of my questions, I would greatly appreciate it. Thank you.
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| | #23 | |
| Drunken Greek War Room Member |
I see it's been resolved, which is great - but I wanted to touch base on something here that a lot of marketers miss the boat on. Assuming that "Mark" copied and pasted the refund information that appears on the sales page, then here's the deal breaker: Quote:
While it's questionable whether or not delaying tactics were used, it doesn't matter. The refund was requested prior to the expiration of the guarantee, so it must be honored, even if ClickBank's guarantee period has expired during the course of follow up communication. Doing anything else is not only unethical, but I think a strong case could be made to sue anyone or any organization that fails to immediately comply with their own stated guarantee. I could be wrong, but it makes no sense to not honor it upon request. Just lately, our own refund rates are up - probably because of the state of the global economy. We process every refund as quickly as possible - usually within an hour or so of receiving it. I think that trying to delay the customer or talking them out of it is a shabby business practice. | |
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| | #24 | |
| HyperActive Warrior Join Date: Sep 2005 Location: SoCal, USA
Posts: 211
Thanks: 58
Thanked 23 Times in 20 Posts
| Quote:
Are your customers receiving your tech support messages? Not necessarily what happened here, but it could be a reason for the lack of communication. | |
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