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coltsoccer
New Member
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First of all let me say that I'm terribly disappointed with the way you provide customer service with respect to billing issues. I don't understand why I must post a public message for something I consider a private matter. I have been trying to contact someone through the support@localendar.com e-mail address since last Novermber. The automated reply I received to the message I sent stated, "If your message does not pertain to sign-on/access issues or Premium Subscription activation/renewal, it will be ignored. Otherwise, it will be queued and and we will respond shortly." My problem pertains to my Premium Subscription renewal. So why can't I get someone to reply to me? I really don't want to post my entire problem for all to see and I don't think you really want everyone to see all your billing issues....do you??? Will someone please let me know how I can contact a live person? Regards, John ---------------------------------------- [Edit 1 times, last edit by coltsoccer at Feb 11, 2006, 7:47:34 PM] |
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support
localendar Expert  Joined: Aug 9, 2022 Posts: 6437 Status: Offline |
Well, we've certainly answered emails since November :-) Checking your account, I see a Premium Webmaster subscription in effect through Feb 1, 2008. So, I'm not sure what your issue is - but I can tell you that you should not be sending email to support@localendar.com. Where on the site did you see that listed? It's not under Contact Us anymore.... Under Contact Us is a form that, when submitted, will ensure we get your request. support@localendar.com is no longer monitored as it was a huge spam magnet. You were getting a response from an old auto-responder. I believe all mention of support@localendar.com has been stripped from the site (unless you were looking at an old message) ---------------------------------------- Marc Higgins Support Associate, localendar.com Follow us on Twitter! http://www.twitter.com/localendar_news |
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coltsoccer
New Member
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Marc, When my account was renewed I received an e-mail message that stated the following: This email confirms that you sent $29.95 USD to localendar.com as a subscription payment. ----------------------------------- Payment Details ----------------------------------- Date of payment: Nov 14, 2005 Amount: $29.95 USD ----------------------------------- Subscription Details ----------------------------------- Amount: $29.95 USD Date: Nov 14, 2005 Subscription Name: Premium Webmaster Subscription Number: Item Number: ----------------------------------- Contact Information ----------------------------------- If you have any questions or concerns about this subscription, please contact: Business Name: localendar.com Contact Email: support@localendar.com Contact Phone: Thank you for using PayPal! The PayPal Team -------------------------------------------------------------------------- Now do you see why I sent an e-mail to support@localendar.com??? I now realize that this message probably came from Paypal; however, the instructions are quite clear: "If you have any questions or concerns... please contact... support@localendar.com..." Furthermore, after sending a note to localendar.com I received the automated response noted in my first post. Again, my issue deals with a renewal so I was led to believe my issue would be "queued" and someone would "respond shortly." Needless to say your communication pieces are quite confusing! Now to my issue....I prefer to handle this matter privately. Can you or someone connected with the billing area contact me outside this forum? Thank you! -- John |
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support
localendar Expert Joined: Aug 9, 2022 Posts: 6437 Status: Offline |
John, You are correct in that the support@localendar.com comes from paypal, and we unfortunately do not have control over that piece of the process. Since it appears your subscription is active (although you do not acknowledge this in your response) can I as what other issue I can help you with? Marc ---------------------------------------- Marc Higgins Support Associate, localendar.com Follow us on Twitter! http://www.twitter.com/localendar_news |
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coltsoccer
New Member
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Marc, First of all....does Paypal own localendar.com? I don't think so! I believe they are a vendor you selected to provide you a service. If I were you I'd get in touch with them and tell them what you want the renewal notice to say. I've got to believe you have some input in this process! Second...I can't believe how difficult it is to get across that I wanted to discuss this with a live person! I think I was quite clear about that! Nevertheless, I'll go ahead and explain what I need...which is a refund of my subscription fee. Due to several problems I experienced last year you (localendar.com) offered to extend my premium subscription at no charge until Feb-2008. I didn't ask for it...you guys offered it...and I thought it was a wonderful goodwill gesture. Well guess what....this past fall I was charged the renewal fee as noted in my prior post. You've already stated that you show my account active until Feb-2008 so it's evident that part was done. So why was I charged the renewal fee? Assuming I get a refund, am I going to have to go through this mess again in 2006 and 2007? I have the original e-mail I received with this offer and can send it to you or anyone else that needs to see it. (That's why I wanted to contact someone outside this forum.) All I want is for you to live up to your offer and give me a refund. Can you help me with this? Please note that I'm not wanting to cancel my account. I just want a refund of the fee I was not supposed to be charged. Marc, you guys have a great product, but the manner in which you handle billing issues through an open forum is frustrating. I don't think it serves you well when other subscribers can see that you have billing issues or that you're willing to give away free years of service as a goodwill gesture. I didn't complain or demand free service, but you can be sure others will see this and try to take advantage of how far you're willing to go to satisfy customers. I've seen other posts that you handle it this way because of spam issues, etc. ; however, the fact is you're a technology company and there are technology tools to help handle spam. I wish you guys would reconsider your approach. I think that would ensure happy customers who are willing to stay with you a long long time. Regards, John |
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support
localendar Expert Joined: Aug 9, 2022 Posts: 6437 Status: Offline |
When we extend a subscription on our side, there's no way to inform PayPal of this. What should have happened is that when your subscription was re-billed, it should have added on to your Feb 07 expiry date and brought it up to Feb 08. Which it appears to have done. So you're getting the extra year added on to the end of the free extension we gave. If you'd rather not have that cushion, I can refund this year's payment (which will not cancel the subscription, btw - so you'll still get rebilled this year for 2007. As I mentioned above, the subscription issues are normally handled through the Contact Us link on our menu, but this case was different b/c you emailed support directly. And we are not uncommon in using email (in this case, submitted via the Contact Us page) for this purpose. Yahoo and Google come to mind. While I would prefer to stick to general localendar usage questions and leave the subscriptions to others, having these messages can help other members who may have similar issues/questions in the future. If you're uncomfortable w/ this thread's persistence, let me know and I will remove it once you've responded. ---------------------------------------- Marc Higgins Support Associate, localendar.com Follow us on Twitter! http://www.twitter.com/localendar_news |
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coltsoccer
New Member
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Marc, I received a refund today via Paypal, so I appreciate that. With respect to the free service I was to receive, I don't believe your records match to what I was told. Below is the original e-mail I received: ----------------------------------------------------------- From: localendar support [mailto:support@localendar.com] Sent: Tuesday, January 18, 2005 8:06 PM To: [email address removed] Subject: Re: FW: Support Form, Case #98117 John, Your account has been activated. In light of how long this request has been sitting here, I gave you three years for the price of one, so you shouldn't have to pay a dime until 2008. In the future, please use our discussion boards for any critical support questions. ------------------------------------------------------------ If my payment extended the account an additional year woudn't that have put me out to 2009? Can you check your records to see if the above ever occurred? (Of course now that you've refunded the payment I wouldn't expect it to see it out to 2009 now.) Thanks again for the refund. -- John |
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support
localendar Expert Joined: Aug 9, 2022 Posts: 6437 Status: Offline |
Ah - good thing you kept that email, b/c I normally only extend people for a year  Should be all set... ---------------------------------------- Marc Higgins Support Associate, localendar.com Follow us on Twitter! http://www.twitter.com/localendar_news |
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