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After many emails they still are taking funds from my credit card.they have no moral fibre! Edwin power

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  • De
      23rd of Apr, 2012

    Hi Edwin:

    The truth is, we do honor our money-back guarantee, no questions asked.

    I have investigated your matter and it appears that you have not taken the steps needed in order to cancel your subscription or ask for a refund.

    Therefore, in order to give you as much help as I can at this point in time, please follow these steps:

    1. Log in to your account.

    2. In Site Central, look at the top right corner of the screen. Click on the link that says "SBI! Support HQ".

    3. You need to click through a couple of times to get to the support form. Read the different choices and choose the support links that apply to you.

    4. You will need your order number. Once you have that to hand, fill in the form accordingly.
    Just tell them that you wish to cancel and would like a refund.

    5. Once your form is sent to support, you will receive a confirmation email.

    6. Support will then help you with getting that done and will provide any instructions you need to accomplish that.

    Then, if for some reason support is not able to help you satisfactorily, there is a link at the bottom of every support email on where to go if you don't get the help you need.

    Those are the steps, Edwin.

    I only had scant data available to me when I checked on your matter. Therefore, if you have already requested the refund, please use the link in support's email to escalate to the next level. You will at least have the initial confirmation email, so can use that to escalate your matter and get a complete resolution.

    I can tell you with 100% certainty that we honor our guarantee.

    I wish you the best of luck in the future!

    Denise Taylor
    SiteSell Answers
    http://answers.sitsell.com

    0 Votes
  • Ed
      23rd of Apr, 2012

    It's typical of a company that drags its heels in a dispute, giving someone 9 options to try and follow its rules!! Here's a rule, -stop, decease, end, taking money from my credit card!!!
    First off I don't even remember log in details it's been so do so long !!!
    Edwin

    0 Votes
  • De
      23rd of Apr, 2012

    Hi Edwin

    We are not dragging our heels. You have to ask to cancel your subscription in the proper manner because we cannot take anyone's site offline without the proper procedure. As far as following our rules, Edwin, they aren't difficult and they are for your own protection.

    Please proceed as I have described above so we can help you.

    Denise Taylor
    SiteSell Answers
    http://answers.sitesell.com

    0 Votes
  • Ed
      24th of Apr, 2012

    Did you miss the bit about its been so many years? Please Send me the log in details and password to [protected]@gmail.com

    0 Votes
  • Ke
      24th of Apr, 2012

    Ken Evoy here, Edwin, founder of SiteSell. In a meeting with Support today, I heard about your problem.

    I am assuming you are the same Edwin Power, from New South Wales, Australia, who had a domain name, "all-important-years.com." I am asking because working like this can be risky due to possible mistaken identity.

    That is why Denise gave you extremely precise instructions for how to reach SiteSell Support. In fact, while that process sounds long, it is very easy.

    And, aside from appearing in SBI! itself, the URL is in every issue of the SBIX e-zine that we send AND in our previous Support e-mails to you.

    However, she should have simply given you the URL here to make it as easy as possible for you...

    http://support.sitesell.com/contact-support.html#SUPPORT

    NOTE: We have also tried to reach you at the bluemaxx.com.au e-mail address (which is the address that we have on record for you, but it is no longer valid).

    --

    Edwin, I asked Cheryl (our head of Support) to look for any instance of you in our Support database in a variety of ways, since we were not finding you. Finally, she managed to find 2 communications from you...

    1) In June-July 2010, there is a thread where you requested a domain name change due to a typo that you entered when registering your domain name ("yeras" instead of "years" in your domain). This was resolved without any problem.

    2) On July 8, 2011, you requested a cancellation of your SBI! account, claiming that you had made this request in December 2010. Darren (a member of the Support team) asked you for more information about that request because he was unable to find any communication with you in our records from that time period. The only previous thread was the one mentioned above, in June-July (about your domain name).

    --

    Edwin, it was reasonable of Darren to ask for additional documentation. Some people are not truthful when asking to cancel, stating that they had "asked months or even years earlier." If such a request is documented in the Support database, we refund immediately.

    So it's routine to ask for more information.

    But we never heard back from you.


    3) Since Cheryl has found you, she can see that you DID ask to cancel in July, 2011, and based on that information, I have asked the head of Support to refund you back to, and including, the July 24th, 2011 payment, even though you never answered back.

    If you can provide documentation of an earlier request to Support (the same way you reached them in June 2010 and July 2011), please do. In that event, we will refund you back to that date.

    In this case, though, you do not need to use the Support URL any further...

    http://support.sitesell.com/contact-support.html#SUPPORT

    Cheryl will e-mail you directly at the address you just provided now... [protected]@gmail.com

    --

    Finally, Denise's request for you to contact Support was reasonable because anyone could come here and ask what you are asking for. We cannot be "pushed" into taking down someone's site (which is what a refund would do) just because someone is using a Complaints Board. After all, it could be a competitor trying to have YOUR site taken down.

    Denise, on the other hand, could have given you simpler instructions, sending you directly to this URL...

    http://support.sitesell.com/contact-support.html#SUPPORT

    For that, I apologize. We'll be clearer next time.

    While typing this, Cheryl has confirmed to me that she has submitted your refund to the person in accounting who takes care of this. It should be done tomorrow.

    All the best,
    Ken Evoy
    Founder, SiteSell.com

    P.S. It has not been "so many years" since you last reached us, as shown above. And Cheryl WILL e-mail you at [protected]@gmail.com directly to confirm what I've said and to work with you to find your claim of an earlier request.

    0 Votes
  • Ed
      24th of Apr, 2012

    Thankyou, it's funny that my institution National Australia bank, disputed payments in 2010 2011 and now currently (one is going thro)? Does this not get flagged by your company as possible discontentment by a client?
    ( might need a computer program) I also send you a personal email asking for help in 2011, no reply, I'll wait in anticipation for your "follow thro" regards edwin power, NSW Australia allimportantyears. Com

    0 Votes
  • Ke
      25th of Apr, 2012

    Hi Edwin,

    I have received confirmation from Accounting that your refunds have been processed, as outlined above. They also inform me that we have no record of disputed payments or chargebacks from an "Edwin Powers." If you did dispute the charges, your bank must have refused your request, or we would certainly have found those chargebacks and I imagine that you would not, assuming you are honest, be asking for a refund if your dispute had resulted in a chargeback. Banks only refuse disputed chargebacks for good cause. Next...

    As you note, SBI! owners can email me directly at a special address. As far as I know, SiteSell is the only company of its size or larger that enables people to reach its founder DIRECTLY if they are not happy with the QUALITY of support. That is how focused we are on delivering excellent Support.

    I checked my database for mail from your bluemaxx.com.au e-mail address to my special "reach Ken" address. On July 2, 2010, you DID send me an e-mail which reads as follows, unedited...

    "hi Ken, iam new at this so i am puzzled why 2mins after i realised my error i cant redo it? i have had it explained and followed the link payed my extra money and now been told i cant proceed help!!!edwin"

    This has nothing to do with the July 2011 cancellation/refund issue. It was from ONE YEAR PRIOR, about your entering of a typo when you registered your domain name, despite clear instructions to be sure you do not enter any typos because, once registered, what you enter is IMMEDIATELY registered as your domain.

    The replies by Support to you (before you decided to contact me) were very clear that a domain is registered the instant you enter it, that they cannot be edited, and how to switch to a new domain. You DID receive an autoresponder e-mail from me that says I do not reply to matters of policy. This WAS a matter of policy...

    Please note that ours is a domain name policy that is the same throughout the world. Go to GoDaddy, for example, and ask them to edit a domain name, even 1 second after you do it. They will not, nor will they refund you for your error because they have already been charged for that domain.

    Edwin, that was your mistake. Although this policy was made clear both before and after your error, you decided to contact me. The autoresponder reply from me was clear about policies. Despite that, I contacted Support to make sure your choice of a new domain went smoothly, which it subsequently did, as described in my first response above.

    Edwin, the reason I provide my address is because I do indeed look for any sign of "possible discontentment by a client, " in your words. This was resolved and is UNrelated to the actual issue in this complaint by you. There was no reason for me to think you had any problems after that.

    Over 1 year later, you are complaining about a different issue, the one that is actually in question here. So, I will leave this one final message...

    I believe you have been fairly treated. You received a reply from Support in July 2011 asking for documentation about your claim that you had asked to cancel as far back as the preceding December (2010). YOU failed to answer.

    That never happens. Customers are always happy to answer such a question, because we WILL refund when such documentation is provided. As a result, your original request was left in limbo. Darren was expecting an answer before acting, in order to know whether he should also refund you, going back to December.

    That was OUR mistake. It is the first time it ever happened. As a result of this experience, Support has been instructed to cancel an account IMMEDIATELY upon request, without waiting for a reply such as the one that Darren was expecting. Instances such as this, rare as they are, help us get better.

    Finally, Edwin, the same request for documentation that Darren sent you stands. Please send documentation of having contacted Support (as you had done both before (June-July 2010 re your domain) and after (July 2011)) that shows you had asked to cancel SBI! in December 2010. We WILL refund you. All you have to is send the ticket number (in the subject of every e-mail to and from Support) to SiteSell Support at...

    http://support.sitesell.com/contact-support.html#SUPPORT

    Without that, please understand that we must protect ourselves from false claims. This is as far as I can take this. None of this would have happened if you had followed clear instructions in June 2010 (re domain) and July 2011 (re your claim of an earlier request for cancellation).

    Now that we have found your request in July 2011, we have refunded you from this month (April 2012), all the way back to that date (July 2011).

    If, after you send documentation of reaching Support with a request in December, 2010, we still refuse you, feel free to bring it back here. That won' t happen because we WILL refund you when you provide that proof. Again, please understand that this is a fair request because anyone can say, "I first asked you to cancel x years ago, so please refund me back to then." If it is true, they provide the truth without problem. I'm sorry, but we can't trust "I lost it" as an answer.

    I will have nothing further to add to this matter here. Your sole action step is clear and should be resolved at Support, not here because we will not handle an ongoing Support thread on a complaints board.

    Best of luck,
    Ken Evoy
    Founder, SiteSell.com

    0 Votes
  • Ww
      1st of Oct, 2012

    It is weird how people try to deliberately shoot something down that do work simply because they were clearly unable to pay the fees or had no commitment to follow through. I am a happier than ever sbi owner for 4 years and i would not recommend any other website building software out there, I have tried most and none works like SBI. Support has been great to me and so has the rest of the SBI community, I do think ones own personal attitude has a lot to do with being helped or not.

    +1 Votes
  • Ed
      1st of Oct, 2012

    Thanks for finally paying my $ shame it took a big stick to do it, we all learn as we go eh, best wishes for the next 4 years - edwin

    0 Votes
  • Ke
      1st of Oct, 2012

    Hello Edwin,

    I'm glad that you are satisfied, but puzzled about your reply. I answered this in April (see my full reply dated on the 25th of Apr, 2012), over 5 months ago. It did not take a "big stick." My reply in April makes that clear.

    Best wishes for the future,
    Ken Evoy
    Founder, SiteSell.com

    0 Votes
  • Ea
      12th of Oct, 2012

    Hello board readers,
    I read this post ten times now. II is sad that some people will never be happy. I'm glad I'm not one of them.
    Respectfully EARL HOFFMAN.

    0 Votes
  • Ed
      12th of Oct, 2012

    Xxkissy kissy

    0 Votes

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