ClickBank - They've Just Got Worse...

30 replies
Yes, I'm talking about their support.

I remember a time when I got replys' on my ticket within 1-2 days without any trouble.

But now in these days, their support is very different from what it once was.

I'm currently working on a membership site which I've put a lot of time and money in. And I've tried to get it approved for four weeks now. When I first submitted the site for approval, I got a ticket update 12 days later with instructions that I had to improve something before it could get approved. I did so and when I wanted to update the ticket with that I had added those improvements, I saw that the ticket was CLOSED.

So I created a support ticket about this and I received a receipt on this via email, but I haven't got any answer yet, still if it was around 14 days ago I sent the support ticket...

But this isn't the first time I've experienced bad customer support at ClickBank. Once they teased me with a new question in every ticket update I got. One question in each ticket about stuff on my sales page and it was very annoying because it took 4-5 day between each ticket update and they could actually have listed all those questions they were asking in one ticket! But they didn't...

I don't think it's only me who's experiencing their bad support. Because I've noticed that more and more are moving away from ClickBank and to retailers like ClickSure instead.


So what do you think? Are ClickBank digging their own grave?



Jimmy
#clickbank #worse
  • Profile picture of the author marketinguk
    Originally Posted by taskemann View Post

    Yes, I'm talking about their support.

    I remember a time when I got replys' on my ticket within 1-2 days without any trouble.

    But now in these days, their support is very different from what it once was.

    I'm currently working on a membership site which I've put a lot of time and money in. And I've tried to get it approved for four weeks now. When I first submitted the site for approval, I got a ticket update 12 days later with instructions that I had to improve something before it could get approved. I did so and when I wanted to update the ticket with that I had added those improvements, I saw that the ticket was CLOSED.

    So I created a support ticket about this and I received a receipt on this via email, but I haven't got any answer yet, still if it was around 14 days ago I sent the support ticket...

    But this isn't the first time I've experienced bad customer support at ClickBank. Once they teased me with a new question in every ticket update I got. One question in each ticket about stuff on my sales page and it was very annoying because it took 4-5 day between each ticket update and they could actually have listed all those questions they were asking in one ticket! But they didn't...

    I don't think it's only me who's experiencing their bad support. Because I've noticed that more and more are moving away from ClickBank and to retailers like ClickSure instead.


    So what do you think? Are ClickBank digging their own grave?



    Jimmy

    Hi Jimmy I totally understand your frustration with them it sounds very annoying to say the least. However, I definitely disagree that they're digging themselves a deep hole here to be honest. They have been really toughening up over recent years due to the bad old days with dodgy vendor's ruining their reputation and putting them out of pocket with sky high refund rates with Clickbank having to bear the costs. This is particularily trued of some niches like the IM niche, the Forex niche etc.

    Adding to that there has been the recentish FTC laws so everone needs to be more careful in covering their backs. Their due diligence has definitely improved which I commend as a present affiliate of a number of products I promote personally and possibly as a future vendor as well!

    Having said that, there have been numerous similar stories to your own one and it definitely should improve from where their customer service standards appear to be at right now. However, the sheer number of affiliates there is still huge so it is and still will be in the future naturally very popular for vendor's to list their products there.

    Joel
    {{ DiscussionBoard.errors[6933617].message }}
  • Profile picture of the author Des Lau
    Don't hold your breath. I had the exact same thing happen to one of my products, and you know what? I'm still waiting...it's been 3 months. Tickets being closed when not even resolved. I submitted and resubmitted to no avail. In the end I had enough and moved on.

    I'd have a backup option if I were you, don't waste time for your business
    Signature
    -----------------------------

    {{ DiscussionBoard.errors[6933626].message }}
  • Profile picture of the author J Bold
    I understand they have an office in my hometown. When I go back and visit you want me to talk to them for you?

    But seriously, have you tried calling or is that not an option? I don't have any products on Clickbank but they have phone support don't they?
    {{ DiscussionBoard.errors[6933682].message }}
    • Profile picture of the author taskemann
      Originally Posted by J Bold View Post

      I understand they have an office in my hometown. When I go back and visit you want me to talk to them for you?

      But seriously, have you tried calling or is that not an option? I don't have any products on Clickbank but they have phone support don't they?
      Well, I could have called them (I've no idea if they have phone support or not) but I don't think they'll understand anything of my mauling because I'm not a good english speaker :p
      {{ DiscussionBoard.errors[6933718].message }}
  • Profile picture of the author Thomas Michal
    I don't know what you mean, about 4 days ago I called and was hold for MAYBE 30 seconds then my issue was resolved about 5 minutes later.
    {{ DiscussionBoard.errors[6933781].message }}
    • Profile picture of the author marketinguk
      Originally Posted by Thomas Michal View Post

      I don't know what you mean, about 4 days ago I called and was hold for MAYBE 30 seconds then my issue was resolved about 5 minutes later.
      I had dealt with them a number of times and only ever had the quickest of responses on every occasion. However, Jimmy says his English isn't the best so not sure what to recommend on this.

      Joel
      {{ DiscussionBoard.errors[6933790].message }}
  • Profile picture of the author WillR
    I submitted a product to Clickbank recently. They responded within a few days with some issues. I foxed those issues and resubmitted. The product was approved a few days later.

    Could their approval process be faster? Sure. But now they go through each and every product with a fine tooth comb it's obviously a lot more labor intensive and thus why the process takes a lot longer than it used to.
    {{ DiscussionBoard.errors[6933827].message }}
  • Profile picture of the author Josh Monroe
    It is taking a LONG time for most products to get approved these-days, as previously stated they have to crack down hard on bogus/scam/junk products so they are now very selective of what they approve.

    That's why you see most launches these days happening on different platforms. I can't remember the last time a saw a new product launch on ClickBank, seems only re-launches these days.

    Even the big 'gurus' are having a hard time getting accepted.
    {{ DiscussionBoard.errors[6933838].message }}
  • Profile picture of the author thatkeywordguy
    I've got a few clickbank stories myself.

    I would pay big money for a YouTube video of a clickbank executive actually trying to create an account and load ONE product and do ONE test sale on his account.

    freaking rocket science
    Signature

    Get Keyword Reseacher at CleverGizmos.com.

    {{ DiscussionBoard.errors[6933850].message }}
  • Profile picture of the author MrMonetize
    Originally Posted by taskemann View Post

    Yes, I'm talking about their support.

    I remember a time when I got replys' on my ticket within 1-2 days without any trouble.

    But now in these days, their support is very different from what it once was.

    I'm currently working on a membership site which I've put a lot of time and money in. And I've tried to get it approved for four weeks now. When I first submitted the site for approval, I got a ticket update 12 days later with instructions that I had to improve something before it could get approved. I did so and when I wanted to update the ticket with that I had added those improvements, I saw that the ticket was CLOSED.

    So I created a support ticket about this and I received a receipt on this via email, but I haven't got any answer yet, still if it was around 14 days ago I sent the support ticket...

    But this isn't the first time I've experienced bad customer support at ClickBank. Once they teased me with a new question in every ticket update I got. One question in each ticket about stuff on my sales page and it was very annoying because it took 4-5 day between each ticket update and they could actually have listed all those questions they were asking in one ticket! But they didn't...

    I don't think it's only me who's experiencing their bad support. Because I've noticed that more and more are moving away from ClickBank and to retailers like ClickSure instead.


    So what do you think? Are ClickBank digging their own grave?

    Jimmy

    Sorry to hear that Jimmy, but you know what, you have to take control of the situation. Don't just sit there waiting for the ticket to update, use the live chat to make sure they know this is costing you money and ask them to look into the situation. I have used live chat a lot of times, and each time they have been helpful, courteous and the problem was resolved. As for Clicksure, well unfortunately I had a bad experience with them. Two sub standard products were bought from them, and it took them over a month to refund me, despite me emailing them complaining about it. I'm sorry but they don't get my vote on any level.
    {{ DiscussionBoard.errors[6933872].message }}
  • Profile picture of the author Mark72
    Personally I wouldn't wait that long for an answer. I would have been onto them with emails every other day until I had a resolution to my problem.

    Clickbank must have at least have some interest in maintaining their reputation or they would not have taken the time to expel all the push button scam products.
    {{ DiscussionBoard.errors[6933906].message }}
  • Profile picture of the author salegurus
    I agree that waiting 14 days for a reply is not acceptable but i have to side with Joel when he says that they are probably getting tougher as far as product quality is concerned.
    With all the scamy shite they must receive on a daily basis they are just tightening up on quality approval.
    Signature
    Think of how stupid the average person is, and realize half of them are stupider than that.

    ― George Carlin
    {{ DiscussionBoard.errors[6933917].message }}
    • Profile picture of the author Brandon Tanner
      I've always had a pretty good experience with their support dept, but if you're in a hurry, you can use the chat feature on their website, or call them. Their # is 1-800-390-6035
      Signature

      {{ DiscussionBoard.errors[6934030].message }}
  • Profile picture of the author Tim Franklin
    I have not been very impressed with the quality of service or the quality of the products offered at Clickbank, I find a lot of what they are doing is in fact borderline, they took some positive steps about a year ago but failed to really follow up on those steps.

    It appears that if they do not change the way they are choosing to do business, (and make no mistake they choose to do business this way) they will most likely eventually pay a price for that action and those circumstances.

    When you make money in this way it is difficult to defend yourself when examined in the cold light of day, looking at the quality of the products and the likely success rate when applying the information being sold, it is a very thin line indeed.

    We can see from looking at what the FTC is doing in regard to the beginning stages of regulation of the Internet, that those business entities that "choose" to continue to do business this way (that is in the grey) then eventually we can expect such a loss of revenue that these business entities will not be able to maintain a business model over the long term.

    Its sad to watch but you cant say they have not been warned...
    Signature
    Software Development | Applications | OSX | iOS | Android | Cloud Software Engineering |
    {{ DiscussionBoard.errors[6934173].message }}
    • Profile picture of the author Steve L
      Originally Posted by Tim Franklin View Post

      I have not been very impressed with the quality of service or the quality of the products offered at Clickbank, I find a lot of what they are doing is in fact borderline, they took some positive steps about a year ago but failed to really follow up on those steps.

      It appears that if they do not change the way they are choosing to do business, (and make no mistake they choose to do business this way) they will most likely eventually pay a price for that action and those circumstances.

      When you make money in this way it is difficult to defend yourself when examined in the cold light of day, looking at the quality of the products and the likely success rate when applying the information being sold, it is a very thin line indeed.

      We can see from looking at what the FTC is doing in regard to the beginning stages of regulation of the Internet, that those business entities that "choose" to continue to do business this way (that is in the grey) then eventually we can expect such a loss of revenue that these business entities will not be able to maintain a business model over the long term.

      Its sad to watch but you cant say they have not been warned...
      I agree with your sentiments. I actually can't even tell you the last product I bought from Clickbank. I just don't trust the quality of products.
      {{ DiscussionBoard.errors[6935657].message }}
    • Profile picture of the author Alexa Smith
      Banned
      They do have telephone support, Jimmy.

      They also have "online chat support" which can sometimes be good and very helpful. (Other times not, admittedly).

      These things are frustrating, I know.

      They vary. Sometimes they try. Sometimes they seem to have improved.

      Their "compliance" has actually improved significantly, albeit gradually, but it's a pretty open secret that people get away with some minor stuff there, to some extent, because the way they honor their money-back, 60-day, no-questions-asked refund guarantee so reliably makes the regulators not too adversely interested in them.

      Ross's comments above are entirely correct.

      Dismissing ClickBank as "having crappy products" - as some people do - is just plain silly. They have over 15,000 products, and the fact that some of the IM and MMO products are crap (as some are everywhere, even here!) proves nothing. ClickBank has about 398 other niches in which there are some excellent products. They're only a mass market retailer. They retail (within legal/regulatory reason) the products that their vendor-marketers list there.

      By the way, your English is a lot better than you give yourself credit for.

      Originally Posted by Tim Franklin View Post

      We can see from looking at what the FTC is doing in regard to the beginning stages of regulation of the Internet, that those business entities that "choose" to continue to do business this way (that is in the grey) then eventually we can expect such a loss of revenue that these business entities will not be able to maintain a business model over the long term.
      Sorry, but to me this comes across simply as a "dressed-up, poison-pen rant". Here, in great contrast to it, is the reality: not only is ClickBank absolutely thriving at the moment, but even the rate at which its sales turnover is accelerating is itself continuing to grow. And that's really exceptional for a company that's been in existence for longer than Google, and has already paid out over $2.2 Billion to their vendor and affiliate clients. As befits a still-rapidly-growing company of their stature, size and experience, they have meticulous, up-to-date legal advice and know exactly what they're doing. Referring expressly to a "loss of revenue"(?! ) and questioning whether they can "maintain their business model over the long term" - especially when you compare their ethics and their integrity and their refund guarantee with a lot of what goes on with many of their competitors, strikes me as just bizarre and without logical foundation of any kind.
      {{ DiscussionBoard.errors[6936190].message }}
  • Profile picture of the author Jon Penberthy
    Here is a little trick:

    If you click on "help center" and then "Look up your order", depending on the time of day they sometimes have a link down below to live support. I sometimes click on that and then once I'm connected I just ask for a representative from general support or what ever department I need .

    Hope that helps,

    Jon
    {{ DiscussionBoard.errors[6934291].message }}
    • Profile picture of the author taskemann
      Originally Posted by Jon Penberthy View Post

      Here is a little trick:

      If you click on "help center" and then "Look up your order", depending on the time of day they sometimes have a link down below to live support. I sometimes click on that and then once I'm connected I just ask for a representative from general support or what ever department I need .

      Hope that helps,

      Jon
      Thanks! I'll try that


      Jimmy
      {{ DiscussionBoard.errors[6934378].message }}
      • Profile picture of the author cashp0wer
        Yeah I definitely wouldn't wait that long for an answer from them. Bug the heck out of them, call them, email them, etc. until you get help.
        Signature
        My Internet Marketing Blog - Warts And All!
        {{ DiscussionBoard.errors[6934390].message }}
  • Profile picture of the author wpo1408
    Originally Posted by taskemann View Post

    Yes, I'm talking about their support.

    I remember a time when I got replys' on my ticket within 1-2 days without any trouble.

    But now in these days, their support is very different from what it once was.

    I'm currently working on a membership site which I've put a lot of time and money in. And I've tried to get it approved for four weeks now. When I first submitted the site for approval, I got a ticket update 12 days later with instructions that I had to improve something before it could get approved. I did so and when I wanted to update the ticket with that I had added those improvements, I saw that the ticket was CLOSED.

    So I created a support ticket about this and I received a receipt on this via email, but I haven't got any answer yet, still if it was around 14 days ago I sent the support ticket...

    But this isn't the first time I've experienced bad customer support at ClickBank. Once they teased me with a new question in every ticket update I got. One question in each ticket about stuff on my sales page and it was very annoying because it took 4-5 day between each ticket update and they could actually have listed all those questions they were asking in one ticket! But they didn't...

    I don't think it's only me who's experiencing their bad support. Because I've noticed that more and more are moving away from ClickBank and to retailers like ClickSure instead.


    So what do you think? Are ClickBank digging their own grave?



    Jimmy
    Clickbank is bloody awful.

    I have been with them for 6 years and never achieved a payout although I have earned hundreds of dollars, just very slowly.

    I would not recommend them or CJ to anyone.
    Signature
    Behind The Smile ~ the Story of Lek, a Bar Girl in Pattaya, Thailand ~
    {{ DiscussionBoard.errors[6934973].message }}
    • Profile picture of the author Brandon Tanner
      Originally Posted by wpo1408 View Post

      Clickbank is bloody awful.

      I have been with them for 6 years and never achieved a payout although I have earned hundreds of dollars, just very slowly.

      I would not recommend them or CJ to anyone.
      With all due respect, if you've earned only hundreds over a 6 year period, then which payment processor / affiliate network you use should be the least of your concerns.
      Signature

      {{ DiscussionBoard.errors[6935734].message }}
      • Profile picture of the author wpo1408
        Originally Posted by Brandon Tanner View Post

        With all due respect, if you've earned only hundreds over a 6 year period, then which payment processor / affiliate network you use should be the least of your concerns.
        Well, I see what you're saying, but I earned $50-60 but they wouldn't pay because there wasn't enough variety of sources or something. Then they started deducting money every month until there was nothing left.

        I was pissed off about that and stopped using them.

        I restarted some time later with the same result.

        I am on the third iteration now. I have $100 or so with them, but still no payout.

        They are certainly not my main ad network. CJ work a similar con and I got caught by them twice too.

        Understand now?
        Signature
        Behind The Smile ~ the Story of Lek, a Bar Girl in Pattaya, Thailand ~
        {{ DiscussionBoard.errors[6937110].message }}
  • Profile picture of the author Michael Oksa
    It sounds very frustrating, but don't let their inaction stop you.

    What else can you do right now to move forward?

    Is there another project you can devote more time to?

    What about starting your next product?

    What other choices do you have?

    Don't let ClickBank or any 3rd-party service stop you from running your business. Good luck, and...

    All the best,
    Michael
    Signature

    "Ich bin en fuego!"
    {{ DiscussionBoard.errors[6935609].message }}
    • Profile picture of the author wpo1408
      Originally Posted by Michael Oksa View Post

      ...

      Don't let ClickBank or any 3rd-party service stop you from running your business. Good luck, and...

      All the best,
      Michael
      Good advice.
      Signature
      Behind The Smile ~ the Story of Lek, a Bar Girl in Pattaya, Thailand ~
      {{ DiscussionBoard.errors[6935636].message }}
  • Profile picture of the author Jarvis Edwards
    I sold my Virus Removal eBook on Clickbank for about a year. It went okay for awhile...until I got a few customers getting away with chargebacks! Now, I didn't expect there to be no issues selling a digital product, however, Clickbank did not seem to question the chargebacks from these legitimate purchases. They just refunded the money and debited my account. I was FURIOUS.

    So, against what I thought was my better judgement, I pulled my product from Clickbank and moved it to Paypal so to speak. I thought it would be a nightmare, not to mention the fact that I wouldn't have the Clickbank affiliates to promote my product. Oh well, I didn't care because only a couple copies sold from affiliates anyways.

    So far I have had no problems with Paypal. I had two incidences of a customer trying to purchase the eBook and charge it back claiming they didn't make the purchase. Paypal stood by me and decided in my favor each time. What a big difference. Maybe it was the bad review I gave them for limiting my account in the past? Lol. Who knows.

    I can say that my experience with Paypal to sell my product has been better than Clickbank, and I really wanted Clickbank to work out for me but I couldn't get past them not attempting to objectively approach such matters to make a fair decision, and immediately siding with the customers' clearly fraudulent acts.
    {{ DiscussionBoard.errors[6936470].message }}
  • Profile picture of the author playhard
    I've heard stories of them going downhill lately too... Have a look around at other affiliate sites too. Remember, never keep all your eggs in one basket!!
    {{ DiscussionBoard.errors[6936718].message }}
  • Profile picture of the author Troy_Phillips
    Put the product on JV Zoo and start running promotions there until CB gets you going. You just might find some rather good affiliates are over at the Zoo now.
    Signature

    {{ DiscussionBoard.errors[6936853].message }}
  • Profile picture of the author Jessica Lynn
    2 weeks ago I submitted a product to Clickbank through a new account. They took 2 days to respond to my product approval request, which I found strange because in the past I've never waited more than 24 hours.

    The approval process went quickly though - was approved the day after I made a required update to my site.
    {{ DiscussionBoard.errors[6937164].message }}
  • Profile picture of the author WebPen
    I wonder if it depends on a number of different things. The sales page, the niche, the first person to handle your request, etc.

    I've never launched a product on Clickbank, but it seems like a lot of people still like it from the vendor point of view
    {{ DiscussionBoard.errors[6937196].message }}

Trending Topics