Implix USA Inc.

Review: On Tuesday, May 27, 2014, our non-profit arts organization paid for a full year, in advance, in order to receive a discounted rate for Get Responses' professional email services. Due to unexplained "compliance issues" with our email list, were only able to send out one email before our account was deactivated. It was a complete surprise to us that there was a problem because the test list was approved by Get Response. We did not purchase the list and have not ever used it to solicit or promote anything that is not related to our organization.

After we were locked out of our account and our attempts to get our account reinstated were denied, we inquired about a refund and were instructed to send a refund request to their billing department. Our refund request was denied and further attempts to plead our case have gone unanswered. (Both billing and compliance departments are only reachable by email and they claim they will respond within 1-2 business days.)

It's bad enough that our account was cancelled without notice and without the opportunity for us to rectify any alleged compliance issues, but, as a non-profit organization, we cannot afford to lose the $713.40 we paid to Get Response. Furthermore, we didn't terminate our agreement with Get Response -- they cancelled our account. Now we have no email service provider AND they are refusing to give us a refund. That's just adding insult to injury, which is totally unnecessary, and an extremely unethical business practice. Really, this whole business could just be a scam. They certainly have taken advantage of our organization and, from other Revdex.com complaints, it appears that we are not the only business that has fallen victim to their fraudulent behavior.Desired Settlement: Since we are not receiving their services, the LEAST Get Response could do is refund the $713.40 that was paid to them with the understanding that we would have an email service provider for a full year.

Business

Response:

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.

Consumer

Response:

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

Review: I agreed to the 30 day free trial. I sent out one small newsletter during the trial. I received numerous emails to purchase the monthly service.. I agreed to 10,000 contacts at $65 per month. Plus purchased an addition $15 in services. I made my payment. Within 3 days, I sent 1 email to a little more than 300 contacts. (Same contacts during my free trial- same type of newsletter) my account was immediately deactivated for compliance.

I am new to email marketing and have no clue as to why I was deactivated. Get response's only explanation is that I violated compliance.... My question is.... How? I sent the same type of email to the same list during my trial. If I violated anything, why wasn't I made aware during my trial?

I am new to this whole concept and process. I think this is unfair to me as a consumer.... I expect a full refund. I will not move forward in trying to learn "email marketing" as it has been a painful experience this far!Desired Settlement: Refund

Business

Response:

Dear Sir/Madam,

I am writing with regards to the complaint [redacted]

A full refund for customer's payments (65.00 USD and 15.00 USD)

has been issued and the customer was informed accordingly.

Thank you!

Consumer

Response:

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

Review: GetResponse.com for Get Response of Wilmington, DE has a very poor platform for company to send emails. It if very awkward and cumbersome to use.

I wanted to move from a billing package of 10,000 subscribers that is $450.00 per month to just a few subscribers. I wasn't going to use the account for a few months, but just wanted to keep it open for future use.

There is no way to delete the 10,000 subscribers except delete them 500 subscribers at a time, page by page. Very slow and deliberate process.

I deleted almost all those subscribers. There is nothing in the customer account to downgrade packages despite the fact you can easily increase the package to pay GetResponse.com more money. I did not see any information about how to downgrade your account in my customer account. A lot of clicking through their clumsy customer view and through billing around in circles. Appears they deliberating want to leave you confused and dumb about how to downgrade your account.

I was left to assume since this is an internet business deleting the 10,000 subscribers down to less than 2,000 subscribers would adjust the billing. No, several days later on the next future billing cycle they charge my card for $450.00.

OK. if you have mouse trap like to try and get more automatic billing each month from customers who are not paying attention, that is one thing. However, immediately after seeing this problem I emailed Get Response of Wilmington, DE. They responded 7 days later! The person asks me, "What package do you want." ....WHAT? I have under 2,000 subscribers of course I do not the 10,000 package. This was just a game to delay the process further in the hopes I would forget about the robotic billing they do a customer cannot change from their end or in the customer account.

I replied that of course I want the 2,500 package as I'm not using/having more subscribers than that. Another 7 days passed (a full 2 weeks now) from the date of my order to downgrade.

Now I get reply emails 2-4 weeks into the next billing cycle offering me $150.00 of the $450.00 they autobilled me for. Some how they think this is some generous proration, despite alerting them of this problem within 24 hours of it being billed to my credit card.

They delayed and deliberately stalled in order to push this out 2-3 weeks and try to push the idea that now I'm 60% into the billing cycle.

They have a mouse trap that is extremely poor to any serious business and internet marketing company such as ourselves. You can't downgrade your account online. Customer service and billing doesn't answer email for 5-9 days at a time then sends you another question/doesn't process the order.

I also called and wasted more of my time talking to GetResponse.com call center reps. The first one on April 27th promises to talk to billing and fix this since it was obviously not what I wanted since day one of this billing cycle and had sent many emails to correct it since the beginning of April.

The second rep I talked said, no customers can talk to anyone in billing. He just made excuses and told me to email billing. "Oh really, did you know they are truly incompetent, don't answer for 7 days and don't process your request?"

I'm at a dead end. I suggest to Get Response that if you want to run an honest business have already set up a mouse trap where customers can't downgrade their account through their online account or email, they you fix obvious billing errors where the customer doesn't want the package you keep forcing them to take due to your robotic autobilling.

There seems to be no oversight or accountability in responding to customers.

You deliberately do not allow customers to downgrade their package online despite the fact it's "oh so easy" to upgrade to higher packages. You don't answer emails nor appropriately resolve billing problems customers alert you to i.e. it is day #1 of this billing cycle, I got autobilled for a package I've tried to downgrade for weeks, do not charge me. I do not this package."Desired Settlement: Refund me $450.00.

Charge me for the 2,500 subscriber package.

I gave you every opportunity to do this from day one of the billing cycle, but you have delayed (on purpose) and have an extremely poor customer service and billing dept.

I realize after all these games, delays, ignoring my request from day #1 of the billing cycle you just want to keep autobilling me to maximize your revenue.

If I get anymore excuses and lame scapegoaing (e.g. like you have been feeding me for the last 30 days by email and phone calls) I'll be filing complaints with the Attorney General's office and filing numerous other complaints online.

Just because you have my credit card doesn't give you any authorization to keep autobilling and then play games in an effort to hold on to the funds despite the fact I told you I do not want the 10,000 package.

WARNING: I have had it with all your games to delay and tell me it's my fault. If I get more excuses and lack of action, I will file numerous more complaints online as part of the public record with law enforcement and warning other potential customers of my experience.

Business

Response:

Dear Sir/Madam,We have already issued a refund of $425.00 to customer's credit card.This is $450.00 that customer paid in April minus $25.00 - cost of monthly 2,500 payment plan to which customer requested to havetheir account downgraded last month.Thank you for your consideration.Kind regards, [redacted]

Consumer

Response: