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Roger Grant
May 26, 2011
Refund
May 26, 2011
Nita Virghes
Assistant Manager Direct Retail Services
BETTER BUSINESS BUREAU
330 N Wabash Avenue Suite #2006
Chicago, IL
60611
RE: BBB CASE #: 94350185 UniBlue.com/Cleverbridge E-Commerce Partner
Dear Nita Virghes:
I am writing in response to the following information provided on May 24, 2011, to the Better Business Bureau (BBB), Chicago, by Richard Krolikowski, Cleverbridge Inc.
Please note, on May 24, 2011, (the same day the BBB, Chicago received their response) the Customer Support Team, Cleverbridge Inc., sent a response in an email to www.complaintsboard.com which states:
Dear Roger,
Please allow us to apologize for any inconvenience that this ordeal may have caused you. We have reviewed this issue extensively and have been working diligently to assure your satisfaction with this transaction. As you know, we have been in constant contact with yourself, Uniblue Systems, and MasterCard to exhaust all possibilities of a satisfactory resolution regarding this issue.
Mr. Krolikowski in his response, failed to mention that the refund to the gift card was due to “Terrible Service” by UniBlue.com and the charging for duplicate products.
In any event, when a customer is about to purchase RegistryBooster, the UniBlue.com website states: “RegistryBooster optimizes your PC by servicing your registry. If, for any reason, you are not pleased with our product, contact our customer support team within 30 days of purchase and we will refund the full purchase price.”
I do not accept Mr. Krolikowski’s position. Please review the following as they transpired:
• Feb 6, 2011, I purchased RegistryBooster 2011, for $29.95, from UniBlue.com via the internet. I used a pre-paid gift card to pay for this product.
• March 29, 2011, Sarah, Customer Support (CS), UniBlue.com recommended that I upgrade my purchase to PowerSuite 2011 for $39.95. This upgrade includes three products in the PowerSuite which are RegistryBooster, DriverScanner and SpeedUpMyPC. Sarah did not tell me at the time of purchase that one of the three included RegistryBooster, which I already had and could not substitute; DriverScanner; which was incompatible with my old computer and caused it to crash and SpeedUpMyPC; which actually worked. I requested a refund.
• April 1, 2011, Sarah, CS, UniBlue.com sent an email to advise a refund would be processed for the PowerSuite 2011 pending everything being deleted from my computer. When I uninstalled PowerSuite 2011, it also removed both RegistryBooster’s as I had two installed on my computer. I requested a full refund for both products.
• April 4, 2011, Richard K. CS, Cleverbridge Inc., provided a credit for $39.95 Reference Number 2127084. This was the first time I spoke to Cleverbridge as I never heard of them before and all CS before that were from UniBlue.com and well aware of my gift card payment arrangement.
• April 19, 2011; received an email from Helen, Customer Service Manager (CSM), UniBlue.com which states: “Kindly note that I can confirm that your orders were refunded on the 1st April 2011. I suggest that you contact you bank if you still have not received the mentioned refund”.
• April 20, 2011; I sent an email to Helen, CSM, Uniblue.com, to advise that I still had not received a credit for the first RegistyBooster. I attached copies of my credit card statement showing the only refund received was for $39.95.
• April 22, 2011; Richard K, CS, Cleverbridge Inc., in an email stated: “Our records indicate that this refund was issued as of April 11, 2011 back to your MasterCard ending in 0349”. RegistryBooster for $29.95 was credited April 11, 2011, Reference Number 19468919, to my old gift card. Mr. Krolikowski will like you to believe that this is the first time I have spoke to Cleverbridge in this regard.
• April 25, 2011; Helen, CSM, Uniblue.com, in an email states: “Kindly note that refunds from our end are only able to be refunded to the same credit card which was used when the order was placed”.
• April 25, 2011; Helen, CSM, Uniblue.com, in an email states: “We do apologize for any inconvenience caused in this matter but from our end we have processed the refunds as per your requests. If you are having issues with the refunds, I suggest that you contact your credit card issuer and discuss further with them”.
• April 26, 2011; Frank, CSM, Uniblue.com, in an email states: “Please understand that as a global e-commerce player, Cleverbridge are bound with various international laws and policies to safeguard the interest of their customers. I can assure you that they deal with a multitude of 'fraud' cases, were people (sometimes professional in what they do), try to trick systems in order to gain money that does not belong to them. This is one of the main reasons why Cleverbridge only refunds money back to the original credit card used. We have had quite a number of cases before where for some reason or another the original credit card would no longer be available and a new one issued by the bank - for example if it gets lost/stolen or perhaps just expired and a new one issued. In all of these cases, Cleverbridge would still return the money on the original credit card and the bank concerned would take care of linking the transaction with the new credit card”.
When a customer is about to purchase RegistryBooster, you have to look towards the very bottom of the website to find and click “Terms and Conditions” and “Privacy Policy”.
Terms and Conditons: Clause 6 Payment by credit card states:
When paying by credit card, the Customer shall provide their full credit card details for each order (cardholder name, card number, expiry date, CVV). Furthermore, the Customer hereby provides their prior consent for cleverbridge to charge the payment for the order to the respective credit card company, particularly for online transactions.
Cleverbridge will take all reasonable measures to protect the credit card details against unauthorised access by third parties. The Customer is aware that unauthorised access to such information by third parties cannot be excluded, especially during the electronic transmission of such information. The Customer's credit card account will be charged online when processing the order.
Privacy Policy: #5 Payment Procedures states:
We provide our customers with the various payment methods, such as credit card, bank transfer, cash payment, direct debit, PayPal, check and giropay, etc. For payments by credit card, we require your credit card number, the card's expiration date and your credit card's security code. Your payment details are then transferred to our payment provider for transaction processing. For payments by direct debit, we require your name, your account number and the bank routing number. Additionally, you can also pay for goods by check or in cash. In this case, we will not require any information other than the delivery address. In order to ensure a secure, encoded transfer of your personal data, we use the SSL (secure sockets layer) standard on all our websites. This means that your personal data and the payment information provided during our ordering process will be transferred securely.
Unfortunately, no where on the UniBlue.com website did Cleverbridge Inc., or UniBlue mention how they deal with Gift Cards either during the transaction or what happens should a refund be required. Also, Cleverbridge obviously knew about VanillaMasterCard’s standard practice of charging a $9.95 fee for issuing a new card.
Subsequently, considering the circumstances, Cleverbridge, could have accommodated me by crediting my new MasterCard account or simply mailing out a cheque.
Now I will be waiting again for VanillaMasterCard this time, to send me in six to eight weeks, a new “Twenty Dollar Gift Card”. $29.95 - 9.95 = $20.
In conclusion, I believe that Cleverbridge Inc., are responsible and accountable for the circumstances and should act in “Good Faith”. This should also be true for all those customers who filed complaints against Cleverbridge Inc., on www.complaintsboard.com.
Sincerely,
Roger Grant
cc: www.complaintsboard.com
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Roger Grant
May 16, 2011
Refuse Gift Card Refund
PERSONAL/CONFIDENTIAL
Subject: Uniblue/Cleverbridge "Poor" Customer Service
Attention: Christian Blume, CEO, Cleverbridge
On 02/06/2011, at the recommendation of a family member, I purchased with a MasterCard Gift Card, RegistryBooster 2011 @ $29.95, which included System Tweaker 2011 free. Reference: 19458919. I did not have a problem with RegistryBooster during this time period. This Gift Card purchase was used in full and was destroyed after use.
On 03/29/2011, Uniblue.com recommended I purchase PowerSuite 2011 @ $39.95, which inclued PixelPerfect free. Reference: 21270804. I downloaded this product, only to find out that now I had RegistryBooster twice, DriverScanner: which was not compatible with my computer and Speed Up my PC which really did work. For the price it was not worth it! Cost me more money to repair my computer after it crashed after using the DriverScanner.
My problems began with your very unhelpful Customer Service Representaives at Uniblue.com and now Cleverbridge. I have to admit, my profession is not a physic and did not know in advance these problems were to occur or I would have kept the "Gift Card" for order number 19468919. At first I had requested a refund just for RegistryBooster 2011, I would keep PowerSuite 2011 if I could switch DriverScanner with something else. The answer from Sarah, CSR was "NO". I was told that is why I got such a good deal on PowerSuite was because I had purchased RegistryBooster 2011? However, I did not need two RegistryBooster 2011 and since DriverScanner did not work I ended up having to cancel both products.
Now to Cleverbridge. Because I purchased the product on a "Gift Card", which I might add was planning to keep...they refunded it back to a gift card I no longer have. Now they are advising me to contact a credit card company and deal with them directly. Kind of hard, when I no longer have the Credit Card, Number or CVV #. Further, Cleverbridge will not void the transaction and credit my MasterCard or at least send me a cheque.
Not all your Uniblue products are the problems, your customer service and follow up are.
Positive language is the art of using words and phrases to create a positive image in the customer’s mind-with an emphasis on what can be done, not on what cannot. Using positive language shows a willingness to serve and a commitment to building customer loyalty. It’s especially important to use positive language when saying no or delivering bad news to a customer.
Customers need to feel that they’ve been heard and understood, and that doesn’t happen without good listening on the part of the customer service representative. I’m not sure I’ve ever consulted in a customer service environment in which I didn’t recognize poor listening as a strong contributing factor to poor performance (and by extension, poor service).
Confirming satisfaction also accomplishes a smooth, subtle shift in “ownership” of the issue. When the customer says in his or her own words, “Yes, I’m satisfied, ” the transaction is complete and successful—in the customer’s mind as well as in yours.
I am sending you this email as a courtesy, as I am sending a copy to Cleverbridge CEO, Christian Blume and Better Business Bureau.
Should I not receive a favourable response from Unible.net in this regard by May 20, 2011, I will forward all documentation for investigation Olson on Your Side, Consumer Reporter, CTV News.
Sincerely,
Roger Grant
CC: Hilary Roger, Public Relations, Uniblue.net
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