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Refund Not Wanted

by Mukul Verma
9 replies
This is a strange one here!!! Thought I would get insite.

I purchased a big name marketers membership program, lets call him JR.

So I purchase his opp for $40 a month as I wanted to learn about expanding into affiliate marketing. Then I got the upgrade for $200. Here was my plan. I want a professional template and samples, so I can give it to my content writer (systemize it) to learn his style since I am by a professional this field and I am far from it at writing. That is why I spent the 2 bills.

Now I learned a lot from the training videos and have great respect for his knowledge and teaching and it would be something I would have paid for a long period of time.

I sent in a report ticket on day 1 saying that a lot of the suggest links were not working and if I could get a copy of ones that are working.

1 week no response...then I got JR personal email and emailed him, withing 20 mins a very nice response back apologizing and asking whats up. I emailed again with my question, I even sent my spreadsheet of everything that was not working, took me like 4 hours to compile it, then no response.

1 more week, emailed his personally again, no response (Now personal emails are not something to abuse and should be appreciated, especially if they give it out and I respect that).

Almost a month and no response....I opened a new ticket and asked for the info or a refund.

Within 24 hours, refund was done. I did not want to refund, I wanted the information.

So I am kind of at a loss here (or gain depends on you look at it). I just got all this information, good information for free. I would buy from this marketer again knowing that supports not included AND make sure its something created recently. I will have a lot of respect for him. Kinda of funny, this is the first time I purchased a big name guru stuff.

I emailed them and said that I would like to stay and want the missing info and am confused. I got a response, we have a 30 day no question policy, so we honor it.

Thoughts? Lessons?

Cheers,
Mukul
#refund #wanted
  • Profile picture of the author Johnny Slater
    I think since you did mention refund that the marketer just send the refund in order to not have to deal with an ongoing support issue.

    You opened the door to being refunded by saying you wanted the info OR a refund. The easiest path for the marketer was just to give a refund.

    In the future I would suggest not even mentioning the word refund unless you truly want one, as most marketers who do any kind of volume will just send the refund and go on with the rest of their day.
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    • Profile picture of the author Mukul Verma
      Originally Posted by Johnny Slater View Post

      I think since you did mention refund that the marketer just send the refund in order to not have to deal with an ongoing support issue.

      You opened the door to being refunded by saying you wanted the info OR a refund. The easiest path for the marketer was just to give a refund.

      In the future I would suggest not even mentioning the word refund unless you truly want one, as most marketers who do any kind of volume will just send the refund and go on with the rest of their day.
      Good point, I think you are right. I mentioned it a month later in my 5th or 6th email.

      I also should have mentioned, I went through all 70 or so websites and pointed out all the links that did not work. Hey, if they have a better product that helps everyone , I guess a refund was easier.

      Cheers,
      Mukul
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  • Profile picture of the author tecHead
    More than likely this was a case of internal miscommunication. I'm almost sure it was JR's staff that issued you the refund and JR probably knows nothing about it; (and won't until he looks over his reports).
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    • Profile picture of the author Mukul Verma
      Originally Posted by tecHead View Post

      More than likely this was a case of internal miscommunication. I'm almost sure it was JR's staff that issued you the refund and JR probably knows nothing about it; (and won't until he looks over his reports).

      "1 week no response...then I got JR personal email and emailed him, withing 20 mins a very nice response back apologizing and asking whats up. I emailed again with my question, I even sent my spreadsheet of everything that was not working, took me like 4 hours to compile it, then no response."


      I know its a long rant, sorry. I am hear to learn so I want to know what others think.

      Cheers,
      Mukul
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  • Profile picture of the author Hugh
    Mukul,

    It might be that the "Guru" is outsourcing his service desk. That guy just wants
    you to stop filing service tickets. You gave him an easy way out. Not his money.
    Edited - (sorry, techead. We were both typing at the same time)
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    • Profile picture of the author Mukul Verma
      Originally Posted by Hugh View Post

      Mukul,

      It might be that the "Guru" is outsourcing his service desk. That guy just wants
      you to stop filing service tickets. You gave him an easy way out. Not his money.
      Yes and he should outsource his customer service. I dont think anyone in a online business (unless you are the business) should file tickets.

      I think you are right that I gave the easy way out. After a month of not using the R word.

      In any business, you will have customers who are profitable and professional time wasters (I don't consider myself a time waster...LOL).

      Thanks all, I dont feel bad now for getting some great info at no cost.

      Cheers,
      Mukul
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  • Profile picture of the author AndyBeard
    At a guess based on the description you gave it looks like JR fixed the support system.

    I must admit I have always been in 2 minds about outsourcing customer support rather than insourcing. By insourcing having your own people who do it day in, day out, even if they are in the Philippines.

    Once you have a customer, you have to think of lifetime customer value, though I certainly would take the action of a refund at the first hint that someone wanted it, as the risk of a chargeback is too great.
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    • Profile picture of the author Mukul Verma
      Originally Posted by AndyBeard View Post

      At a guess based on the description you gave it looks like JR fixed the support system.

      I must admit I have always been in 2 minds about outsourcing customer support rather than insourcing. By insourcing having your own people who do it day in, day out, even if they are in the Philippines.

      Once you have a customer, you have to think of lifetime customer value, though I certainly would take the action of a refund at the first hint that someone wanted it, as the risk of a chargeback is too great.
      Insource you mean someone on your team. I outsource (but its full time people on my team), I am sure JR does the same.

      Cheers,
      Mukul
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  • Profile picture of the author AndyBeard
    Some people use support teams by 3rd party specialist providers. I suppose in some cases if they are only launching one product every 6 months that is on sale for just a week that can make sense.
    However lots of programs have significant issues with customer retention similar to what you experienced and part of that is a problem with QA/Customer care that could be solved by having staff around for a longer period than just the big launch.

    That may not be the best solution for billing issues which often is easier to outsource, but if an issue is product focused it is better to have someone who understands the product handle it.

    A good example currently is Google. Recently they have got their product managers for Adwords answering some of the support queries on their forums rather than the usual drones.

    They are then in a position with their product familiarity to spot recurring issues that could be cleared up with improved documentation, changes with interface etc.
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