Traffic Geyser

We appreciate the opportunity to address this complaint The customer purchased one of our products in April under a 12-payment planHe agreed to make all payments during the purchaseThere was a day Money back guarantee, if he wished to cancel in the first days without penalty Four months into the service he experienced a technical software difficulty with one element of the programWe have resolved this technical software issue and also offered extensions of complimentary time before billing would resume on his payment plan as a way to compensate him for the bug We also offered to cancel his service and for him to owe nothing further for future monthsHaving used the majority of the service during the first four months successfully, as we had documented in our customer support responses, we notified him that he would not receive a refund of past months It is regrettable that while there were many threats included in his support requests, he did not see the genuine offers of help, calls and tickets that we made to assist himThere was never a longer gap between all communications than a weekend when our desk is closed We feel that although this is regrettable, we will be unable to satisfy a customer who wants a full refund months after using the product successfully simply because they found a software bug, which was addressed and fixed quickly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, I never threatened the company in questionI suggested that I was going to report them to the Revdex.com and Attorney General, and also relay the experience I had with the company publicly and to my peersThose aren't 'threats', those are common avenues for consumers to address poor serviceA 'threat' involves physical or verbal assault that implies bodily and/or emotional harm, of which I never did
The 'bug' that I reported was one that occurred throughout the months I used the service, I had just noticed it in JulyThe fact that the bug went unreported is not my problemBecause of the bug, the service did not work properly for four months, despite the (inaccurate) claims of the support staff
Regards,
*** ***

We appreciate the
opportunity to address this complaint.
The customer purchased
one of our products in April under a 12-payment plan. He agreed to make
all 12 payments during the purchase. There was a 30 day Money back
guarantee, if he wished to cancel in the first 30 days without penalty. 
Four months into the
service he experienced a technical software difficulty with one element of
the program. We have resolved this technical software issue and also
offered extensions of complimentary time before billing would resume on his
payment plan as a way to compensate him for the bug.
We also offered to
cancel his service and for him to owe nothing further for future months. Having
used the majority of the service during the first four months
successfully, as we had documented in our customer support responses,
we notified him that he would not receive a refund of past months.
 
It is regrettable that
while there were many threats included in his support requests, he did not
see the genuine offers of help, calls and tickets that we made to
assist him. There was never a longer gap between all communications than a
weekend when our desk is closed.
 
We feel that although
this is regrettable, we will be unable to satisfy a customer who wants a full
refund months after using the product successfully simply because they found a
software bug, which was addressed and fixed quickly.

Review: I ordered 'Instant Customer' service in April of 2014, and the service did not work as promised despite several attempts by me to resolve this customer service. Also unreasonable delays (up to 7 days) to get answers from customer service.Desired Settlement: Refund of four (4) payments of $297 each ($1188 total)

Business

Response:

We appreciate the

opportunity to address this complaint.

The customer purchased

one of our products in April under a 12-payment plan. He agreed to make

all 12 payments during the purchase. There was a 30 day Money back

guarantee, if he wished to cancel in the first 30 days without penalty.

Four months into the

service he experienced a technical software difficulty with one element of

the program. We have resolved this technical software issue and also

offered extensions of complimentary time before billing would resume on his

payment plan as a way to compensate him for the bug.

We also offered to

cancel his service and for him to owe nothing further for future months. Having

used the majority of the service during the first four months

successfully, as we had documented in our customer support responses,

we notified him that he would not receive a refund of past months.

It is regrettable that

while there were many threats included in his support requests, he did not

see the genuine offers of help, calls and tickets that we made to

assist him. There was never a longer gap between all communications than a

weekend when our desk is closed.

We feel that although

this is regrettable, we will be unable to satisfy a customer who wants a full

refund months after using the product successfully simply because they found a

software bug, which was addressed and fixed quickly.

Consumer

Response:

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.

First, I never threatened the company in question. I suggested that I was going to report them to the Revdex.com and Attorney General, and also relay the experience I had with the company publicly and to my peers. Those aren't 'threats', those are common avenues for consumers to address poor service. A 'threat' involves physical or verbal assault that implies bodily and/or emotional harm, of which I never did.