Dream Horse Classifieds, LLC

We are very sorry for this misunderstandingThe ad has been running with three photos Apparently, our help desk person mistakenly thought the ad was complete I did find the fourth photo and added it to the Spotlight Ad I have set the ad to new with all of the photos restarted for the full days The Spotlight Artwork is complete and can be seen on the print flyer for the ad If you do decide to add a video at a later date, please be sure to contact our help desk as the order did not specify a video We will be happy to add it anytime if you will work with our help desk Thank you for your business

According to our records, a help desk ticket was submitted on Friday, November 20, 7:PM A $replacement order was received on November It appears that the order was completed and a $refund was issued on November by our help desk We believe that we have now completed this order and hope that it is to our customer's satisfaction Thank you for the opportunity to correct this issue.November 25, 2015Ticket number: [redacted] Please use this ticket number in any correspondence with us.Subject: DreamHorse Help Desk Request (via LivePerson)Dear ed,Thank you for contacting us I have added your video tonight and I believe the photos are updated as requestedyour listing was also reset to NEW.If there is still an issue with the photos, please send the correct images in a reply to this ticket and advise what is the correct order of displayI apologize for the inconvenience with your order.Thank you for using DreamHorse.com and TackTrader.com

We appreciate hearing your concerns and hope that we have already resolved your issue to your satisfaction by replacing the photo and video at no charge If you look at your ad, you can see which photo and video are now being displayed.There was no order created for the requested $replacement photo and video The only charge on this account was on November 8, for $ There are no other charges in this account Due to our large customer base, the fact that we have approximately 30,ads on our site, and a very small staff, we have never offered live telephone support since we started this business in We provide a state-of-the-art help desk system through which our customers may contact us Thank you for your business

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***i received ticket numbers ***the time that it has taken me to right tickets, not get a person is overwhelming, the order form is not intuitiveOn my account it looks like it shows a charge for on the 21st. The automated instructions do not apply to the screen I see. Please consider tier two support services. Your system is very poor compared to others software thank you for working to resolve this, however, we are on day four, a phone call would have taken minutes?Please respond with which photo and which video link have been updated at no charge

We are sorry for this misunderstanding.  According to my research, there was only one order ever placed.  That was order number [redacted] placed on November 8, 2015.  This order was for one photo and a video for 90 days.  The photo and the video were added to our site on November...

9, 2015 by our staff.  To replace any or all photos and/or videos on an ad, there is a charge of $10 for the replacement.  We have never received an order for a replacement from this account/email address.  The $10 replacement order is what would prompt us to look for the new photos and/or video.  I do not have any record of this having been placed in our system.  When orders are placed, the customer is sent a confirmation email plus orders can be reviewed within the customer's DreamHorse Account.Our customer service is done through our help desk software from [redacted].  We try to respond within one business day but it can sometimes take a little longer.   I see that YESTERDAY, November 22, 2015, there was a help desk ticket created that read as follows:"I need to talk to a person or I will cancel my credit card payment.  Please give me a customer service number."  I afraid there was nothing included in the help desk ticket that would have allowed us to resolve this issue.   I am happy to replace the photo and video at no charge.Thank you for using DreamHorse.com.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

We appreciate hearing your concerns and hope that we have already resolved your issue to your satisfaction by replacing the photo and video at no charge.  If you look at your ad, you can see which photo and video are now being displayed.There was no order created for the requested $10 replacement photo and video.  The only charge on this account was on November 8, 2015 for $30.  There are no other charges in this account.  Due to our large customer base, the fact that we have approximately 30,000 ads on our site, and a very small staff, we have never offered live telephone support since we started this business in 1998.  We provide a state-of-the-art help desk system through which our customers may contact us.  Thank you for your business.

According to our records, a help desk ticket was submitted on Friday, November 20, 2015 7:07 PM.  A $10 replacement order was received on November 22.   It appears that the order was completed and a $10 refund was issued on November 25 by our help desk.   We believe that we...

have now completed this order and hope that it is to our customer's satisfaction.   Thank you for the opportunity to correct this issue.November 25, 2015Ticket number: [redacted] Please use this ticket number in any correspondence with us.Subject: DreamHorse Help Desk Request (via LivePerson)Dear ed,Thank you for contacting us.  I have added your video tonight and I
believe the photos are updated as requested. your listing was also reset
to NEW.If there is still an issue with the photos, please send the correct
images in a reply to this ticket and advise what is the correct order of
display. I apologize for the inconvenience with your order.Thank you for using DreamHorse.com and TackTrader.com.

We are very sorry for this misunderstanding. The ad has been running with three photos.  Apparently, our help desk person mistakenly thought the ad was complete.   I did find the fourth photo and added it to the Spotlight Ad.    I have set the ad to new with all of the...

photos restarted for the full 180 days.  The Spotlight Artwork is complete and can be seen on the print flyer for the ad.  If you do decide to add a video at a later date, please be sure to contact our help desk as the order did not specify a video.  We will be happy to add it anytime if you will work with our help desk.  Thank you for your business.