Implix USA Inc.

Dear Sir/Madam,
I am writing with regards to the complaint ID ***
Our service - GetResponse - fell victim of massive DDoS
(distributed denial of service) attacks recentlyThis attack
flooded our network and our datacenter
with malicious
traffic
This DDoS attack was not something we could expect
preventOur competitors have also been struggling with
this kind of situation
We were working around the clock to mitigate the issue
and prevent it from happening in the future
***
We also kept our customers updated via our blog and
social media
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When the customer first contacted us we explained the
situation and offered extending their FREE TRIAL account
for another month
What is more, since our customers are top priority for us,
we offered that once the customer upgraded their free
account to paid version, we would apply 1-month service
free of charge as well as 12-month bonus of our additional
service - Landing Page Creator
Thank you for your consideration
*** ***
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Dear Sir/Madam,
I am writing with regards to the complaint ***
A full refund for customer's payments (USD and USD)
has been issued and the customer was informed accordingly
Thank you!
*** ***
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Dear Sir/Madam,With reference to complaint *** - upon signing up for GetResponsethe customer agreed to Terms of Service that state there are no refunds issued for payments already made.GetResponse offers a fully functional 30-day FREE trial account and customercan
test all the service features before upgrading to PRO version.We have issued a full refund for customer's payment ($15.00) and notifiedthem accordingly.Thank you.Kind regards, *** ***
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Dear Sir/Madam,GetResponse and IPAS - service that the customer mentions - are separate programmes.Upon signing up for GetResponse customer agreed that payments already made arenon-refundableTerminationhttp://www.getresponse.com/legalWe have issued a
full refund for customer's payment ($147.60).Thank you.Kind regards, *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I think GetResponse.com business practices and response is unacceptable for all the reasons outlined in my original complaintThe services are for my clients website, not oursSo don't be confusedWe are internet marketers and have never seen an online account where you couldn't change packages in your online account to avoid robot autobillingIt's a shame I had to waste so much time getting GetResponse to pay attention to this simple and honest request even when I alerted them to the issue immediately upon spotting I got autobilledI gave GetResponse.com every opportunity to correct this over and over again and received these same excusesThat's why it has become a Revdex.com complaintIt's funny before I even presented the documentation of how I tried cancelling this, had emailed billing numerous times and called before, the phone operator for GetResponse.com jumped all over me with a pre-organized script scapegoating their billing program and started blaming me because their billing person who answers emails doesn't doesn't help and resolve billing mattersThey did finally promise a refund after I informed them of my legal rights, recourse and fact that they have no authorization to bill me for products and services I communicated to their customer service I do not want am not usingThis promise was about another days laterHad they responded promptly to my communication this last time they could have avoided this complaint and filing a case with to my credit card company for unauthorized chargesIf this refund doesn't turn out to be true I will file another complaintThey insisted on many opportunities to stick me with a package I told them I didn't want, am not using and after trying to downgrade in my accountThey delayed answering emails approximately days each time with a refusal to provide any reasonable solutionThey would not acknowledge from day one of the billing cycle upon seeing I was autobilled by their computer system for services I'm not using/want.I have been communicating with the Delaware Attorney General's OfficeThey stated they will investigate this matter, but they are an offshore company and only are incorporated in DelawareAfter analyzing this situation the Delaware Attorney General's office instructed me to file a complaint with the Federal Trade Commission (FTC)GetResponse.com allows you to add $and more in additional monthly packages, but no way to lower that amount in your account without calling themEven then
Regards,
*** ***

Dear Sir/Madam,
As regards the referenced complaint - according to our records customer signed up
for a monthly account through our website http://www.getresponse.com/ and
agreed to Terms of Service that describe recurring billing and account cancellation policy
PaymentsCancellation
http://www.getresponse.com/legal
Customer's GetResponse account has been now closed and no further payments
will be appliedAlso, a full refund for the charge of June 10, (USD)
was issued to customer's credit cardThank you!
Kind regards, *** ***
*** ***
***
***

Dear Sir/Madam, I am writing in regard to the consumer complaint [redacted]
"line-height: 1em;">We are sorry to learn about our customer's difficulties and the inconveniences encountered while using our serviceWe have verified the customer's account and noticed they decided to purchase an annual subscription without using a free trial firstClickMeeting offers 30-day trial accounts, that do not require any billing details and allow for extensive testing of all of the available features with no financial riskThe customer has the opportunity to decide whether the service is something that suits their needs and is something they would want to work in the futureIt is only natural that it may take a couple of days for new customers to start feeling comfortable with the available options and use them without any troubles, discovering new possibilities of the account's more advanced optionsWe would hence always recommend to try the free account firstThe option to create a trial account is available on our main webpageIt is, by no means, necessary to start with a paid account straight awayWe also are very proud of our recently updated Knowledge Base webpage, that contains numerous instructions, video tutorials, manuals and infographics that can be very helpful to our new customersAdditionally, we offer live chat and email support in case of any difficulties or questionsThe customer reached out to our live chat support complaining about certain service features after conducing only one live eventThey did receive a number of tips and advice, that would certainly allow them to conduct a successful webinarInstead, the customer threatened with black PR and demanded a full refundOur Terms of Service, that the customer accepts upon creating and account, indeed inform about the no-refund policyOur Knowledge Base also includes the information that we offer the no-risk free trials insteadWe feel it is important to note, in such case, that we are always happy to consider any complaints and provide assistance with any difficulties, especially to the inexperienced new users, so that the customers can use the potential of our service to the fullestWe are sorry that the provided assistance proved to be insufficient this time and that we were not able to convince the customer that the service we offer is top qualityWe are not able to provide a comment on the phone number issues the customer experienced, as we do not know which number has been used exactlyIt is important to notice, though, that Implix is a former name of the company called GetResponseClickMeeting is now a separate company (full company information available in the Terms of Service on our website)We have now issued a full refund of the consumer payment, hoping to be able to welcome them back as our customer in the future, should they decide to try the service againKind regards,
ClickMeeting Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all I am no longer on a free trial. I am  PAID subscriber.
Get Response added features on my account when I specifically told them I do not wish for any free service or any added on features. Therefore they added this service without my permission. It was surely not authorized by me.
Secondly, a free month's service and an added on service does not equate to the money which I've lost because of this people.
To make it even worse, their system went down a second time after they "claimed" to have spent half a million dollar to restore it. It went down the next weekend. So for two weekends their system crashed.  There are several other Email Marketing Companies whose systems did not crash. Get response is the only email marketing company that was affected.
I've lost thousands of dollars because of this sorry excuse for a company and I'm quite fed up with their service.
According to a statement made in one of the emails. They explained what DDOS was. See below.
"“This is like a bunch of people blocking the front door and not letting
 you into your house. The contents of your house are safe — you
just can’t get in until they get out of the way."
If  I have proper security system such as alarm systems or dogs,(which I
have both ) those people would not be blocking my door. I would have
been prepared.
Therefore, they are only proving my point when I say you they
not prepared because they were negligent in implementing the proper
systems when they should have.
So, them making that statement sounds real stupid to me.
I need my money from these people. If this isn't resolved, I will be suing. That is exactly what I should have done initially.
I will not be surprised if their system starts going down every weekend.

Dear Sir/Madam,We have issued a refund (USD 239.16) for the unused amount of customer's annual payment.Thank you![redacted]
[redacted]
[redacted]
[redacted]

Dear Sir/Madam,
I am writing with regards to the complaint ID [redacted].
According to the standard procedures our Compliance Team conducted review
of customer's account and unfortunately due to negative metrics such as high
ratio of spam complaints they...

had to close it.
The negative metrics generated by customer's email marketing campaigns
affected our other customers and their email deliverability. Thus, the account
could not be reinstated.
We issued a partial refund (695.56 USD) for the unused payment of customer's
annual purchase and informed the customer accordingly.
Thank you.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear Sir/Madam,
As regards Complaint #[redacted] - upon signing up for
GetResponse the customer has been informed and agreed
that payments already made are non-refundable.
https://www.getresponse.com/legal
Also, in case of account reactivation there are no...

pro-ratedrefunds and account's billing cycle is not changed.
However, we have decided to make an exception for
the customer and offered applying credit that will cover
the period when the account was closed (June 27)
until the day when customer reactivates their account.
The credit will be counted towards future account payments.
This offer has been communicated to the customer and
they accepted it.
 
Thank you!
Kind regards, [redacted]
[redacted]
[redacted]
[redacted]

Dear Sir/Madam,
As regards Complaint ID #[redacted]
I have consulted our Email Marketing Team that were involved in Customer's account set up
and provide support with [redacted] 360 service and they advised the following :
"Despite doing our very...

best to help our customers achieve their desired e-mail marketing results,we cannot be held responsible for the performance of their accounts.
The two most important factorscontributing to the mailing server reputation- subscriber base and the message content are beyond our control.The customer accepts responsibility for the aforementioned factors, which is clearly stated in the contract the customer has signed. Please find the corresponding excerpt below:
3.3. The Customer understands and accepts that email deliverability is primarily dependent upon thereputation of the sending IP address. Upon receiving IP address(es) under this Agreement, the Customer willbegin to build their IP reputation with the help of their Implix consultant. The said reputation depends on thequality of Customer’s email lists and mailings; therefore, in order to gain a positive reputation for their IPaddress, the Customer should follow the instructions specified in the Warm-up Procedure and those providedby the consultant. The Customer recognizes and accepts that they are solely responsible for the reputationof their IP address.
Following our guidelines does not guarantee that the emails will be delivered to their intended recipientsif the ISPs decide to block them. Furthermore, the warm-up procedure described by the customer is necessary to gradually build good reputation and ensure proper deliverability. This is also clearly stated in the contract as per the excerpt quoted above. 
Our data shows that we were able to deliver an average of 87.4% of the customer's emails over the course ofthe last 6 months. They were opened 1,233,859 times, which translates to 18% average open rate. The links were clicked 178,198 times (2.41% OR). On top of that there were 12 instances when deliverability exceeded 95%.
These numbers, while not perfect, show that our service has been utilised and delivered results that areclose to industry average when open rate is concerned. 
To resolve the customer's claims in good faith we offered to waive one full invoice, but the offer has beenrejected. We firmly believe that no further refunds are due to the customer as the service has been utilisedand we cannot be made responsible for their dissatisfaction with the results.”
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear Sir/Madam,
As regards complaint #[redacted] - the customer signed for a Pro paid
account thru our website [redacted]
ClickMeeting offers 30-day free trial accounts (no credit card required)
and paid Pro accounts. Upon placing the...

order for a Pro account, the
customer agrees that their card will be charged according to the selected
payment plan.
On May 23, 2014 the customer suspended their account (via 'freeze account'
option that is different from closing the account). Upon freezing the account
they were informed that the account would be suspended for 90 days during
which no new payments would be applied and the account would be fully active.
Also, they were informed that after 90-day freeze period had been up recurring
billing on their account would restart automatically.
The customer has now closed their account and we issued a full refund for
their last payment.
Thank you!
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear Sir/Madam,The customer signed up for a monthly account at 19.95 USDthru our website http://www.hypertracker.com/Upon signing up they agreed to recurring billing policy:5. Paymentsh[redacted]Per customer's...

request recurring billing on their HyperTrackeraccount has been stopped and no further charges with regardsto this account will follow.A full refund for January payment (19.95 USD) has been issuedto customer's credit card.Thank you!Kind regards, [redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Best regards to all involved in seeing that fairness is due to me.
While getresponse is saying that I have accepted their offer, I have not! in fact I have not re-activated the get response account because how they plan to fix their problem does'nt make sense. Example 1. I paid them 15 dollars on I believe the June 21st date- day of de-activation for upgrade in service and after the complaint with Revdex.com, they are telling me ok they will credit my account 12 dollars and on day of re-activation I will pay them 3 dollars for a "subscription fee" im like what is that ? and upon paying the 3 dollars my next bill would be in august 27th I believe of 15 dollars. Well if I give them 3 dollars on day of re-activation that means I have paid 18 dollars while everyone else has only paid 15 dollars, make sense?  All the while their system mal-funtioned causing me to be locked out of my account and then having no more confidence in their business. Thanks bye

Dear Sir/Madam,
As regards the complaint [redacted] - customer's service was terminated
according to the Terms of Service to which they agreed upon signing up.
Our Compliance Dept. conducted the review of customer's account and
unfortunately due to high...

ratio of spam complaints that customer's email
marketing campaigns were generating over a period of time a decision
was made to suspend the account and to revoke future access to the
services.
The negative metrics generated by customer's campaigns have affected
our other customers' and their email deliverability.
A full refund for customer's last payment (USD 55.25 of July 25, 2014)
was issued to customer's credit card.
Thank you!
Kind regards,
[redacted]
[redacted]
[redacted]
[redacted]

Dear Sir/Madam,
 
As regards the complaint #[redacted] - Customer signed up for a monthly account
at 15.00 USD on June 27, 2016 and they closed the account the same day.
 
Upon signing up the Customer was informed and agreed that in case of account
cancellation payments already made are non-refundable or transferrable.
https://www.getresponse.com/legal
 
When the Customer contacted us with the information that they would like
to reactivate the account on July 21, 2016 we came up with the following solution:
we offered that upon account's reactivation we would apply a credit that
would be equivalent to the time when the account was closed. That is to say 12.00 USD:
 
15.00 USD / 30 days (length of a billing cycle) = 0.5 USD
0.5 USD * 24 days (time when the account was closed - from June 27 until July 21 -
when Customer wanted to re-open the account) = 12.00 USD.
 
Since the Customer originally signed up on June 27 next account renewal was
scheduled for July 27. Upon re-opening the account (July 21) the Customer
would not pay anything and we would apply the offered credit of 12.00 USD.
 
Then, on account's renewal (July 27) there would be a fee of 3.00 USD charged
(15.00 USD - subscription fee for Customer's payment plan minus the credit of 12.00 USD).
Upon the subsequent renewal (August 26) there would be a regular fee of 15.00 USD charged.
 
Thank you!
Kind regards, [redacted]
[redacted]
[redacted]
[redacted]

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

Dear Sir/Madam,
I am writing with regards to the complaint [redacted].
On July 3 the customer contacted us with a request to issue a refund
for the remainder of their annual payment.
We asked the customer to close their account first so that no...

further
charges follow and issued a refund of 83.80 USD for the unused payment.
Refund confirmation was sent to customer's email address.
Thank you!
Kind regards,
[redacted]

Dear Sir/Madam,The charge of $40.00 refers to customer's ClickWebinar accountthat they purchased thru our website http://www.clickmeeting.com/GetResponse is a company behind ClickMeeting.Customer closed their account ClickWebinar on May 15, 2015and no further charges...

with regards to this subscription will follow.We have issued a full refund for the charge of $40.00.Thank you for your consideration.Kind regards, [redacted]
[redacted]
[redacted]
[redacted]