Havaweb.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do appreciate Havaweb's business and the Facebook Design. However, I still cannot access my website to make changes, add videos, etc. I acknowledge that email was added

but, I still do not have access to website. I just tried again and I am receiving this message "The security question answer you entered does not match the answer set in your account". The security question is "what town were you born in". I emailed Havaweb and sent an instant message regarding this issue. It looks like my security answer needs to be changed. To protect myself I must have not answered "Chicago" to this question. I believe everyone at Havaweb are decent nice people but I cannot access my website. This is so frustrating. 

Regards,

We have had correspondence with [redacted] via email and by phone calls, messages. One email "stated this I received your phone call about two weeks ago regarding my account. No, the emails are not fraudulent." Havaweb was very concerned that her personal email account was hacked. We...

spoke with [redacted] and we asked that she check her junk mail, sure enough, that was where our replies were to her and she thanked us for telling her about checking spam as there were other important emails in the spam filter as well. We keep all correspondence emails, and on the date she requested to have her password reset, it appears a file was made with the Revdex.com. When requests were made to reset passwords, we have done so. The last reset was on the 7th of November, 2013. We also test the logins before we tell the client to try on their own. We are deeply saddened by this complaint, as it is not in our business practices to not acknowledge a customer. When we didn't get a reply for 2 weeks regarding the email we sent her and the phone message, we had know way of knowing that she was still having difficulties. Havaweb was very excited about her product, and once her site went live, our office manager was the first to order from her. If the Revdex.com would like to review the corresponding emails, we will gladly send them to to appropriate staff member. 

On another note, we also created a Facebook page for her at no charge, we explain to our client's that Social Media is one of the biggest marketing tools to use. 89% of shoppers, are on Facebook. 

Havaweb.[redacted]

Revdex.com;

It is not our desire, nor our business practice to upset our client's. We value the importance of relationship and trust between one another. On August 1st, 2013, supporting documents were sent (see attached copies) to our client to assist her with logging in to the cPanel of her website. Most of our client's find the task nerve-wrecking because it is where all the coding is for their website. With that being said, resetting the password for the cPanel is not going to gain access. If I was able to reach her by phone or if my emails were returned to us in a timely manner, remote assistance would have and still can be, very beneficial to her. It would provide us with the details of where she is actually trying to gain access, her havaweb account, or her cPanel. Testing is always done on our end before we send log-ins out to our clients and is tested on several machines within the office utilizing different web browsers because not everyone uses Google Chrome. We would REALLY like to resolve this with Ms. [redacted] as well, and hard feelings placed aside, we really do need to speak to her one on one so that we know what is happening on her end and where she is trying to log into. Sometimes, it's just a step that the client is missing. If she is open to a remote-in so we can look at her desktop with a phone call, we believe this will solve the issue she is having. We understand that she is frustrated and we honestly feel quite bad that she is having this experience with us. This has not happened to us before. We can also offer a monetary price break of 10% for hosting and we have also offered her in the past to place the video on her website once the video was ready. We also offer all of our clients free edits 15 minutes and under as most edits can be completed within this time-frame (again, because we know that the majority of our clients do not know how to edit the back end of their websites or have coding experience)

Thank You,

[redacted] @ Havaweb.[redacted]