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Russell Bronson's Customer Support Needs Help

by BrianTubbs
21 replies
I don't like to post negative reviews. Normally, when I'm not happy with a product, I just keep my mouth shut. I don't like to criticize people and I especially don't like to do so publicly, but in this case, the criticism is deserved...

I was very impressed with Russell Bronson's free videos promoting his micro-continuity concept. So impressed that I invested in the audio trainings he just launched (with the mp3 player and all that) and invested in one of the OTO upsells - the Microcontinuity Quick Start (digital version).

I have no axe to grind here. I'm not antagonistic toward gurus. On the contrary, I feel there's something I can learn from anyone who's successful in IM, esp the gurus. And I'm glad he's making his system available to us.

I'm listening to the audios now and they're good. BUT....

I paid about $50 for the digital version of the Quickstart - a 2 CD set that is supposed to help walk me through setting up the actual continuity sites.

And...that's when the trouble started.

I paid for the download as part of the OTO setup he's got -- and there are several OTOs (just a heads up). Got to the end of the process and to the download page, and it said that I had NOT paid for the Quickstart.

Since I hadn't gotten a confirmation email on the payment, I decided (just in case) to go ahead and order it again. So, I did...taking the risk that my credit card will be charged twice.

This time, I got the confirmation email, so this second time, I KNOW the payment went through.

But still (even after the second payment) the download page said that I had NOT paid for the Quickstart videos. Even after a couple refreshes.

So, I emailed customer service. Got back a form reply. And nothing else.

Emailed them again later in the day. Another automated reply saying they would get back to me.

The next day, I emailed them again. Another automated reply.

Today, I log into the customer service system directly to check on my "tickets" and there are "no tickets" under my name, in spite of the fact that I got three automated replies back, which said that tickets had been created.

I called their customer service today and sat on hold for several minutes, until being dumped into a voice mail.

This is poor customer service!

Buyer beware!

Russell Bronson may be a great guy, and his system may work. But his customer support stinks.

And that does a lot of damage to his credibility in my opinion.
#bronson #customer #russell #support
  • Profile picture of the author Desmond Ong
    They do have some probs with the customer service but if you can reach them through phone (which I did) -- Russell's staff is very patient and kind to help me walk through every process.
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  • Profile picture of the author khughey
    Brian - I followed the same path you did, however, I didn't purchase it a second time. I ended up also creating a ticket and on the 3rd day, I got a nice email apologizing for the problem and giving me a link to download the video's.

    I suspect they were slammed and I suspect you were the unlucky one that got lost in the shuffle. If you haven't already done it, I would recommend creating a new ticket (flag it as Emergency) and log out/login to confirm it is in the system.

    Good Luck
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  • Profile picture of the author LB
    So, I emailed customer service. Got back a form reply. And nothing else.

    Emailed them again later in the day. Another automated reply saying they would get back to me.

    The next day, I emailed them again. Another automated reply.

    Today, I log into the customer service system directly to check on my "tickets" and there are "no tickets" under my name, in spite of the fact that I got three automated replies back, which said that tickets had been created.

    I called their customer service today and sat on hold for several minutes, until being dumped into a voice mail.

    This is poor customer service!

    Buyer beware!
    I don't understand this really...so basically you experienced trouble ordering. That sucks. It does. It sounds like a technical glitch.

    But unless I'm misunderstanding...you waited a day before posting this? Or was it two? Did you leave a voicemail and give them a chance to call back?

    If I'm missing something, then OK. But it seems you've given it a day or two and then come here to post a negative review of his service. It sucks not getting instant gratification especially when that's what was promised but at the same time I don't think it's unrealistic to take a business day or two to get a response or a call back or ticket response.

    It also sounds like maybe you're complicating things by opening 3 tickets in two days.

    I don't know this product or Russell, I just feel like based on your post perhaps you're jumping the gun. It seems the issue was a glitch in the order process, and that obviously is not a good thing, but I don't a think a couple days is unreasonable for support. If you email most Fortune 500 companies it will take a week or more to get a reply back...if ever.
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  • Profile picture of the author BrianTubbs
    Timeline is that I ordered the product Tuesday, June 23. It's now Saturday. A multimillion dollar operation like Russell's should be able to do better than that.
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  • Profile picture of the author BrianTubbs
    Update....Finally got the download link on Monday (June 29) -- 7 days (4 business days) after my initial order and customer service inquiry.

    I will say that the product is good. I have no complaints against the quality of Russell Bronson's teachings or products. They are solid. But I do think he needs to expedite his customer support system.
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  • Profile picture of the author Pipinscott
    Did you get the MP3 Player with the 6 hours of training? I ordered the same day and as yet 2 July 2009 have not seen it. Just wondering...the Help Desk is down tonite.
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  • Profile picture of the author craigraphael
    I am a totally unbiased reader but after reading some of these threads, I just wanted to say that if this kind of thing would happen to me, I get upset. It hasn't happened with Russell but it has happened before and it is frustrating.

    In retrospect, I feel like the "gurus" like Russell SHOULD be prepared for an onslaught of customer relation issues and consequently, be readily available for the most part. I know that we all have ideal automation for certain things but I feel like that regardless of your stature or success level, you SHOULD be available within a 24 hour period...holidays, weekends, business days are no matter.

    I feel this way because what internet marketer isn't online within a 24 hour period? We all are and that's why it pisses us off when these things happen. I guarantee you that whatever Russell is doing and wherever he's doing it, he has access to a computer and is logging in regularly to check out something. If not him, perhaps one of his "people".

    I happen to agree with Brian in the sense that 4 business days and automated replies with no response or recognition is completely out of line and unacceptable. If you compare that kind of response to something "offline"....satellite tv for example, you would be way upset if you went for 4 days with no television, no return phone calls, no recognition or ability to speak to someone at all....even though you've paid your bill and the mistake was on their part.

    Anyway, running a review site, I too do not like to post negative reviews and when I have issues like this, I simply let the truth be known and remind my visitors that this was MY experience and that doesn't equate to YOUR experience. When a guy like Russell makes a trillion dollars online, you are bound to have dissatisfied customers no matter how good the products, customer service, etc. are.

    Just in this particular thread, there were numerous people that complained of the same story which leads us all to believe that this is "normal" protocol for Russell and his staff. That's too bad.

    Good luck to you all....

    Sincerely,

    Craig Raphael
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  • Profile picture of the author Pipinscott
    Good comment Craig....you are right on...

    I have to say that the content of Russells Micro Continuity training is pretty darn exciting... Just some stupid glitches in his processing and its not very settling for those of us who invested in the program...
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  • Profile picture of the author netcash4u
    That is why I always answer my support ticket within 24 hours!

    I hope everyone, especially, those guru, who tend to ignore the customer support, should learn from this post!

    Remember, to always answer your support ticket within 24 to 48 hours max! If you have some issue, make sure to stay in contact with your customers and don't let them wait! At least update what is going on!

    I hope Russell improve his customer support desk asap!
    Ken
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    • Profile picture of the author JorgeD
      Ditto same problems here. "Help Desk" is "crashed." Phone help is always unavailable because they are "currently assisting other customers." You are billed by a company called "sublimenet.com," and its website says it is "closed!" No doubt the recurring bill for $97 will be prompt, even though you've attempted to cancel the membership. There was a "14 trial" during which you were supposed to receive at least the first "video lesson." It never materialized. It is all outrageous. Caveat emptor.
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  • Profile picture of the author quiescen
    Brian, sorry to hear about your problems. And sorry you paid $400 for something that can really be explained in a paragraph. Actually, it can be explained in a sentence or two.

    Are you ready? Here it is: Start a membership site where you charge only $1 dollar to get in. Let them stay a week or 2 and then ding their credit card for the regualr term rate (whatever that is.)

    Want a good example of how a real pro does this? Look at Copywriter Ray Edward's site Kirt Christensen and Ray Edwards present... ANOTHER $1 Webinar!
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  • Profile picture of the author rhelaine
    same problem here....

    order the mp3 player (still not received it) tho the mp3 were good and i learned a lot.

    still waiting for the first week of the 14days trial and still nothing after 10days.
    contacted the helpdesk but no answers to far.
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  • Profile picture of the author Mitch Miller
    kylecurry: Are you saying that when you entered one of the OTO's the shopping cart went to a 5 second countdown and then automatically processed the order? That is wicked!

    I have been receiving emails announcing replays of a webinar he did. But I have been unsuccessful getting any of those replay times to work. Has anybody been able to see a replay?
    The times were supposed to be good for today (7-3) I thought.

    Click Here To Watch the 12:00 PM EST Webinar >>

    Click Here To Watch the 6:00 PM EST Webinar >>

    Click Here To Watch the 11:59 PM EST Webinar >>
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  • Profile picture of the author MichaelHiles
    Still waiting on my mp3 player.

    I've gotten about 10 email messages from him since I flipped for his deal on 6/23. He's done a webinar and is still sending me promotional messages. I've not gotten any training links at all and no mp3 player. I opened a ticket on his support site, but with the holiday I don't expect anything.

    However, if I don't get prompt response early in the week and some info, I will escalate.

    I'll tweet him on Twitter as soon as this posts. We'll see what he comes up with.
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  • Profile picture of the author russbrun
    Hey Guys -

    wow - someone just sent me this link and want to respond.

    I'm very sorry for any frustrations you guys have felt so far. We've had 4 support people putting in 12+ hour days since launch. I've had programmers and about everyone else in our office answering tickets as well. No matter how prepared you try to be for these things, bad stuff still seems to happen.

    We are doing our best to answer everyone as quickly as possible. Yesterday our help desk and phones crashed for about 4 hours. While some will probably thing this is some sneaky tactic, the truth is they crashed. As soon as we found out, we got them working again.

    I appreciate those who have loved the content so far and have been amazed at how fast our students are implementing the Micro-Continuity system.

    If you didn't get the MP3's immediately after you ordered, then please let us know. You should have been taken to the download page after you ordered.

    If you have had problems getting the weekly training emails, you can login and view the first 2 weeks here:

    Week #1 Training:
    http://microcontinuity.com/content.php?day=ZGF5MQ==

    Week #2 Training:
    http://microcontinuity.com/content.php?day=ZGF5Mg==

    Just use the email address you used when you ordered and it will take you to the members area.

    If you are concerned about getting through to our help desk to cancel before the billing cycle, you can cancel at any time on your own here:

    Cancel My Account Now

    or please call our office at 208-323-9451 or visit our helpdesk at DotComSecrets - Powered By Kayako eSupport.

    We have a bunch of people from my team coming in Saturday to try to get all of the tickets responded to and phone calls answered. We're doing our best and apologize for the frustrations anyone has felt.

    Thanks again
    Russell Brunson
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    • Profile picture of the author rtdietz
      Hey Russell,

      Thanks for posting all the links to the first videos and the cancel your account stuff. I think that will resolve most of the issues folks have been complaining about.

      I was a help desk tech for 4 years when I was younger and we had a very similar situation to this one here. A new rollout of a product and it did not go as planned.. not by a long shot.

      The worst part about it is that you are getting so many tickets coming in that you can't respond quickly enough. Then folks get frustrated and start submitting multiple tickets.. which just makes the situation worse.

      I know you have definitely taken some lumps on the launch of MicroContinuity. It would be great to see a blog post from you about what you have learned during all this and what you might do differently in the future. Many of us are planning to have launches of our own and it would be great to get some advice around what to look out for.

      Hope you guys get it all straightened out in the next day or so and can move on from this.

      Have a great 4th everyone,

      rtdietz
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  • Profile picture of the author iwebtopia
    I need to call customer service asap to cancel. My computer crashed and all my information is with that computer. Can someone please provide me with the phone # and email to Russell Brunson's customer service so I can get the cancellation process started so I won't be charged $97. I wasn't able to be in on the webinar due to my work schedule and have not received mp3 player either.

    Thank you in advance,

    edit: just read russell's post above (don't know how I missed) and so successfully cancelled. Hope to still receive the mp3 player since I did pay s&H for that.
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  • Profile picture of the author MichaelHiles
    I think his efforts over the holiday weekend were exemplary. At least from my standpoint, he made the effort to get his CS issues squared away. Can't say for anyone else, but he certainly showed that he wanted to fix the problem(s).

    That's certainly one attribute to microcontinuity (or any continuity) program vs. a one-off product sale. It keeps the vendor's feet to the fire because not addressing these issues strangles cash flow pretty quickly as people bail. In short, you can't run a successful micro continuity program and not be prepared to handle customer support issues.

    Russell, I hope that you can address some of this in the actual training so that people understand the importance. While indeed the content side may be "fire and forget", the business model absolutely requires ongoing support attention.
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  • Profile picture of the author kenwarrior
    Has anyone created a MC site and been successful with it?, seems like a great idea but does it really work?
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  • Profile picture of the author Dr Dan
    Hey guys I wouldnt do anything with Russell until he fixes his support and gets his email system fixed. I am arguing with his support to get access to the videos I already paid for and it has been a few weeks dealing with them. It is like trying to talk to a 4 year old over there.

    I say " I need access to the weekly micro-c videos I paid for and cant access them because it says my card needs to be updated".

    2-4 days later I get a response "Sorry for the inconvenience and here is the link to the video www.blahblah.etc."

    me "that is the wrong link and takes me to the download free bonuses and buy your stuff page?"

    another 2-4 days later, them" sorry here is the correct links to all the videos blah blah blah"

    me "thanks for the correct links but it still wont let me access them? says I need to pay again?"

    them " sorry blah blah blah, seems you need to update your credit card etc. You must pay us more money to see the videos you already paid to watch but didnt get to watch because we dont email you when new videos are available and you should guess when they are and just make a point to go the link around every week since we dont have a set day when we post the new videos. But it is the best program out there and you should model after us to make money."

    lol.... ok I added the last part but this is what they basically said to me? Crazy!

    I hope this isnt considered bashing or bad mouthing them. I am just relaying my experience with his system and program so far.


    Update: I finally got it resolved after a ton of emails and opening tickets. But JD over there finally came through and gave me the access to watch the videos I paid for. also JD did respond to me emails within 30 min to 1 hour which is wayyyy less than what I have experienced with his support in the past (3-4 days or more).
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  • Profile picture of the author whayden
    Geez Louize, I signed up for the DotComSecretsX $1 trial membership and there was no way to cancel it. Not that there was anything wrong with the program, I just needed to cancel for lack of time and didn't want to get charged for something I wasn't using... no contact us email, no phone number, the live chat didnt work in the middle of the day and no hours posted, and the support helpdesk ticket system wouldn't let me submit a ticket because it couldn't find my email address, which is the email address I used to sign up for the trial membership and pay the $1. I was lucky to do a google search and come up with a phone number from a blog website not connected to their DotComSecretsX program, which for anyone else who needs it is ph: 208.323.9451 and the person who answered took care of cancelling it and sending me an email to confirm, very nice about it. I explained the problems and frustration I was having and told her that it really looks bad for them to make it so hard to cancel a trial membership like that, it makes it appear to be a scam, and I don't think it is.
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