I was very impressed with the result, there was minimal communication to identify the problem but adequate enough to fix the problem in a short space of time
THIS IS A CON GAME --i ASKED A SIMPLE QUESTION RE THE AUTO INDUSTRY IN AMERICA--KEPT GETTING NO ANSWER --JUST SOLICITING ME TO MAKE A PH CALL AND DISCUSS PHONED Philippines AND ADVISED A REFUND WOULD BE MADE
absolute FRUSTRATION
Initial Business Response /* (1000, 5, 2014/05/08) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry that we didn't assist
you with your password issue within a reasonable amount of time and that you didn't get the help you needed from usI'm following up with our support team to find out why there was a long delay in reply as this is definitely not our turn-around time
I see that we processed a refund of your *** payment on 5/7/The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
In the interest of maintaining goodwill, I have added a promotional credit to your account of CA$to use toward a question on our site within the next daysSince this credit it promotional it is not refundable but I hope you give us another try
I hope that we have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Warm regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased that acknowledged that a problem occurred, and agreed to make a speedy full refund as well as going beyond what I asked for by giving me a credit for future use
Great service, connected me to experts who gave me thorough, technical information to assist me in answering my questionProbably saved me hundreds of dollars at the dealership, paying for a mechanic to hunt around, searching for an answer
Initial Business Response /* (1000, 5, 2015/05/18) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the confusion
you have experienced with our siteThere are antique appraisers on our site who can help with appraisal questions which is probably why we came up during your searchI checked our records and we did not receive a refund request from you, however, per your complaint I have processed a refund of your $and $paymentsThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!
I feel like I got a good, professional answer to a recurring plumbing problemNow I can make a better decision whether to fix it myself or hire a proAt $for the answer it wasn't cheap, but compared to a plumber's hourly rate for a service call it seemed fair
You can get all kinds of free information on the internet which may or may not be true and usefulI felt like it was time to try this and I am satisfied
Initial Business Response /* (1000, 5, 2014/05/30) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry for the problems you've
experienced with our site and that you didn't get the help you neededThe JustAnswer platform allows customers to converse with Experts via the question and answer feature on our sitePrivate information, such as phone numbers, are generally removed from question pages
Also, I can assure you that we're not a scamIt sounds like there may have been some confusion about our payment system, please let me explain how it worksWhen asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith depositThe deposit is distributed to the Expert only after the customer gives their answer a positive rating
I'd be glad to process a refund of your payment, however, the account associated with your email address shows no recent transactions which means that you have another account with usIs there another email address that you registered with our site? If not, please provide me with the last digits of the card that was charged and I can locate your account using that informationI can assure you that I will only use this information to find your account and process a refund of your charge
I look forward to your reply
Warm regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business if they refund my payment beyond the "good faith" deposit, which was $The rest was to be charged if I was satisfied, which I was notThey asked for the last four digits of the credit card used and those are ***I'm assuming I can get that to them by putting it hereIf I need to respond somehow directly to the business please let me know
Thank you for your help
Business Response /* (1000, 11, 2014/06/18) */
Hello ***,
Thank you for the informationWe were able to locate an account and the chargesIt looks like *** came on the site and never logged into his account and posted the question to a guest account on the site, which is why he never got an email notification of the answer because there was no email address that he had entered
We've gone ahead and merged the accounts together and issued a refund for the chargesHe should also receive email notifications of the refunds being processed as well but you might want to touch base with him if you're in contact with him through your dispute department
Let me know if you need anything else
Regards,
*** **
Initial Business Response /* (1000, 5, 2014/08/19) */
Hello,
My name is *** and I am with the customer support team at JustAnswerI received a copy of your complaint filed through TRUSTe and I'd like to help with your concerns
Firstly, I'm sorry for the problems you've experienced
with our siteUpon reviewing your account and email history with our customer support team, I see that your subscription was cancelled on 7/26/A customer care agent sent an email to you on 7/29/informing you that your subscription was canceled and also gave information about reinstating your subscription should you ever wish to try our site againThis was information only and not an attempt to re-start your subscription
Also, I see that you received a response from an Expert regarding your consumer electronics issue from May but that you never replied to the Expert
As a courtesy and since it appears that you signed up for the subscription by mistake, I have processed a refund of your subscription charges for a total refund of $The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
After a frustrating experience with my Kindle e-reader which kept shutting down and taking me back to pages previously read, I sought help through *** Trouble Shoot your Kindle site Navigating the website was almost as frustrating as dealing with the Kindle issue When I finally got assistance through a chat line, the person couldn't answer my questions but did connect me to JustAnswer, and in less than two minutes, I was given the answer to the problem Thanks to *** at JustAnswer my problem was solved Wish I'd known about JustAnswer before Now it's my go to place to get answers to other issues as well
Initial Business Response /* (1000, 5, 2016/01/21) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry that another
Expert did not pick up your questionWe have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, simply contact us within days and we will process a full refund
I've processed a refund of your deposit and closed your questionThe funds will return to your account within 3-days, maybe sooner depending on your credit processor
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Excellent resource for urgent Vet situations when you cannot get to a Vet They are not alarming and give you the straight-forward information that you require Price is excellent too I have used them on numerous different occasions with my dogs and with my parakeet
Initial Business Response /* (1000, 5, 2014/09/19) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry for the experienced
you've had with our siteThe free trial is an offer that can be obtained by enrolling into our subscription programUpon enrollment, the first days are free and the customer can post as many questions within those days without being charged
Would you be able to share more information about the offer your viewed, such as a URL or screenshot, so that I may further investigate?
I look forward to your replyPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unless I was told wrong on the phone, in order to be allowed the opportunity to request the, "free trial membership", one must first make a purchaseThat purchase being the price of your first search or answerI was told that no enrollment was possible without this first purchaseWhich totally destroys the concept of it being a "free" anythingBy forcing me to purchase something in order to receive your advertised "free trial" is completely advertisingSo, my question is, "can one be given the opportunity to receive the free trial membership without first purchasing their initial answer?" If yes is your answer then you need to let your operators know thatBut if no is your reply, then you are committing a blatant act of advertisingThank you
Final Business Response /* (4000, 9, 2014/10/05) */
Hello,
Thanks for your reply
Only customers who use our site to post a question will have the opportunity to enroll into our subscriptionJustAnswer does not advertise free trial offers of our subscription programI'd be happy to further investigate the advertisement you saw if you'd like to provide me with a screenshot or a link
Best regards,
***
Customer Support Supervisor
My young son's beloved new pet (a gecko) developed a problem shortly after us getting it It only became apparent in the evening and I was unable to access a local exotic pet veterinarian I tried various gecko amateur forums but only I became more confused as to what the problems could be etc "Just ask" was offered as a potential site to ask an actual exotics pet specialist about the problem our gecko had As I was at that point, pretty desperate, this seemed like the clearing of the fog - somebody who worked with exotics pets, who gave prompt, helpful, sensible and supportive advice for a very reasonable fee at an unreasonable hour (midnight UK time)
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the problem
you have experienced with the membership feature of our siteI assure you that our membership plan is not by default or automatic, a customer must click the free trial offer in order to gain access to the membershipIt sounds like you may have inadvertently signed up for our 7-day free trialAt the end of the free trial, the first membership payment is processedI checked your account and can confirm that a refund has been processed for the paymentMoving forward there will not be any recurring charges to your account
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I consider myself pretty computer literate having taught high school for many years as well as being a business ownerIf your website is so confusing that I inadvertently signed up for a day free trial that has an automatic post-trial siwith yearly fees, then maybe you need to distinguish a little better between that and a simple one time answer
Initial Business Response /* (1000, 5, 2014/10/28) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry that you weren't
satisfied with the answer you receivedI wasn't able to locate any email inquiries associated with your Gmail address so, unfortunately, I'm unable to determine why you may not have received a response from usIf you'd like to provide me with another email address you used I can further investigate
As for your deposit, we do offer a day money back guaranty if you're not satisfied with the help you receivedThough your request is beyond days, as a courtesy, I have processed a refund of your $paymentThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund toolIf you should require a refund in the future, you can process it up to days after your payment was made by following this link:
http://www.justanswer.com/refund/refund.aspx
Of course, if you would rather contact us, we are more than happy to process your refund for you
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** of JustAnswer states that she has processed a refund of my $paymentHowever, the amount I received was only $I find it disturbing that the above correspondence from "Leila" seems to be addressed to me, and yet I never received it, although they acknowledge having my email addressIt is also disturbing that they claim have no record of a response to meThe following is a copy of my correspondence with the company
Customer Question
I have an Emachines computer purchased in It originally ran Windows Vista, but was upgraded to
Windows using the online free upgradeRecently it became necessary to re-install the OS, using the
downloaded recovery discsWhen this was done, the computer booted up in Windows VistaI would like to upgrade to Windows 7, but when I try to access the MS Help page, I get a message stating that my Internet Explorer needs to be updated to IEHowever, when I try this, I get a message saying my system will not support IE
My present system is bitWhat do I need to do to get to Windows 7?
Expert: Carl L
Back when first came out to correct all of the issues with Windows Vista, eMachines offered it as a free upgrade on qualifying systems by going to www.emachines.com/windows7upgrade which is no longer an active pageThat free upgrade is no longer available and you'll have to purchase the Windows Upgrade with Product Key
As for IE9, it is supported with both and bit versions of Vista but it requires that you have the
Service Pack installedComplete all of your Windows Updates and it will eventually install SPOnce it does, it will also install IEautomatically and you'll be able to access the site that you are having issues with
Let me know if I can be of anymore assistance with this
Thanks!
Note - following the above, I completed the JustAnswer customer survey and gave the lowest available rating to the service I had receivedI then received the following correspondence
Expert: *** L
I have no control over the Free upgrade so please don't punish me with a bad rating when I am only
providing you with accurate answers
Customer:
I do thank you for your answer, but I can not give you a higher rating, as it did not solve my problemBasically,what you said is that the only solution to upgrading the Vista is to pay for a new Windows 7, and that the only solution to the failure of the IE update is to just wait until SP is downloaded
This is exactly what would have happened in any case, so your advice was of no helpRegarding the SP 2, I have installed all updates that I have received and my query to the control panel states that no important updates
are available
Note - I did not receive any further correspondence and the company subsequently billed me for the "service"
Overall, although I am pleased to have received at least a partial refund, I do not feel that the company has been honest in their response to you nor in the handling of my complaint
*** ***
Final Business Response /* (4000, 9, 2014/11/07) */
Hello,
Thank you for your reply
I apologize for the oversightThe $deposit has also been refundedThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
It sounds like there may have been some confusion about my initial responseI was able to locate your account and question but what I could not locate was a refund request from youGiving a poor rating doesn't initiate a refund and customers must contact our customer support team with any refund requests, as it states on the site, or they may use the self-refund tool that is available in our help center here: http://www.justanswer.com/refund/refund.aspx
Please let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Final Consumer Response /* (2000, 11, 2014/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/09/28) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the problems
you have experienced with our siteMost questions are answered in a timely manner, but response can be affected by certain factors including time of day posted, amount of Experts available in the category and Experts familiar with the issueOur goal is to answer every question within minutes but it looks like we were unable to do that for you, again, I'm very sorry this happened
After checking your account, I can see that your question has been closed and your deposit has been refunded
I hope that your dog is doing well and that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue was not the moneyIt is the fact that they project themselves through their advertising as though they have someone standing by to answer questionsThis is not the case and this should be stated prior to initiating serviceThe fact that a pop up screen projects this followed by the statement that someone will respond shortly is absolutely wrong
There should be a statement indicating that certain hours do not allow for that type of responseThat would keep someone from waiting for long periods at that time of the night!!
Initial Business Response /* (1000, 5, 2015/08/23) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the
confusion you have experienced with our sitePlease let me explain how our deposit system works
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $
We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund
I see that your refund has already been processed on 8/
I hope that all of your concerns have been resolvedPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
I just used this service and received excellent professional advice for my dog's odd behaviors within minutesThe responding person was a vet tech, knowledgeable and conscientious
Initial Business Response /* (1000, 5, 2016/01/05) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the problems
or confusion you have experienced with our sitePlease let me explain how our deposit system works
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $
We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund
Upon reviewing your account, I see that both refunds of $and $was processed on 12/29/back to your card ending in *** due to a chargeback you made on your cardHad you contacted us directly, we would have refunded both charges for you
I encourage you to contact your card issuer to confirm this information and please reference the refund authorization codes, XXXXXX and XXXXXX respectively
If your bank cannot confirm the refund, please write back with your phone number and the best time to reach youI will arrange for a member of my billing team to do a conference call with you and your bank so we can get this resolvedMy billing team is available Monday-Friday from 8:00AM-5:00PM PST
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
I was very impressed with the result, there was minimal communication to identify the problem but adequate enough to fix the problem in a short space of time
THIS IS A CON GAME --i ASKED A SIMPLE QUESTION RE THE AUTO INDUSTRY IN AMERICA--KEPT GETTING NO ANSWER --JUST SOLICITING ME TO MAKE A PH CALL AND DISCUSS PHONED Philippines AND ADVISED A REFUND WOULD BE MADE
absolute FRUSTRATION
Initial Business Response /* (1000, 5, 2014/05/08) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry that we didn't assist
you with your password issue within a reasonable amount of time and that you didn't get the help you needed from usI'm following up with our support team to find out why there was a long delay in reply as this is definitely not our turn-around time
I see that we processed a refund of your *** payment on 5/7/The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
In the interest of maintaining goodwill, I have added a promotional credit to your account of CA$to use toward a question on our site within the next daysSince this credit it promotional it is not refundable but I hope you give us another try
I hope that we have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Warm regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased that acknowledged that a problem occurred, and agreed to make a speedy full refund as well as going beyond what I asked for by giving me a credit for future use
Great service, connected me to experts who gave me thorough, technical information to assist me in answering my questionProbably saved me hundreds of dollars at the dealership, paying for a mechanic to hunt around, searching for an answer
Initial Business Response /* (1000, 5, 2015/05/18) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the confusion
you have experienced with our siteThere are antique appraisers on our site who can help with appraisal questions which is probably why we came up during your searchI checked our records and we did not receive a refund request from you, however, per your complaint I have processed a refund of your $and $paymentsThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!
I feel like I got a good, professional answer to a recurring plumbing problemNow I can make a better decision whether to fix it myself or hire a proAt $for the answer it wasn't cheap, but compared to a plumber's hourly rate for a service call it seemed fair
You can get all kinds of free information on the internet which may or may not be true and usefulI felt like it was time to try this and I am satisfied
Initial Business Response /* (1000, 5, 2014/05/30) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry for the problems you've
experienced with our site and that you didn't get the help you neededThe JustAnswer platform allows customers to converse with Experts via the question and answer feature on our sitePrivate information, such as phone numbers, are generally removed from question pages
Also, I can assure you that we're not a scamIt sounds like there may have been some confusion about our payment system, please let me explain how it worksWhen asking a question on JustAnswer, a customer sets the dollar amount that they are willing to pay for a satisfactory answer to their questionEither before the question is posted, or before the Expert's response to a question is revealed, the customer must make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer to their questionThe deposit is fully refundable if the customer is not satisfied with any of the answers that they receive to their questionThe charge that was made to your account was for the good faith depositThe deposit is distributed to the Expert only after the customer gives their answer a positive rating
I'd be glad to process a refund of your payment, however, the account associated with your email address shows no recent transactions which means that you have another account with usIs there another email address that you registered with our site? If not, please provide me with the last digits of the card that was charged and I can locate your account using that informationI can assure you that I will only use this information to find your account and process a refund of your charge
I look forward to your reply
Warm regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business if they refund my payment beyond the "good faith" deposit, which was $The rest was to be charged if I was satisfied, which I was notThey asked for the last four digits of the credit card used and those are ***I'm assuming I can get that to them by putting it hereIf I need to respond somehow directly to the business please let me know
Thank you for your help
Business Response /* (1000, 11, 2014/06/18) */
Hello ***,
Thank you for the informationWe were able to locate an account and the chargesIt looks like *** came on the site and never logged into his account and posted the question to a guest account on the site, which is why he never got an email notification of the answer because there was no email address that he had entered
We've gone ahead and merged the accounts together and issued a refund for the chargesHe should also receive email notifications of the refunds being processed as well but you might want to touch base with him if you're in contact with him through your dispute department
Let me know if you need anything else
Regards,
*** **
Initial Business Response /* (1000, 5, 2014/08/19) */
Hello,
My name is *** and I am with the customer support team at JustAnswerI received a copy of your complaint filed through TRUSTe and I'd like to help with your concerns
Firstly, I'm sorry for the problems you've experienced
with our siteUpon reviewing your account and email history with our customer support team, I see that your subscription was cancelled on 7/26/A customer care agent sent an email to you on 7/29/informing you that your subscription was canceled and also gave information about reinstating your subscription should you ever wish to try our site againThis was information only and not an attempt to re-start your subscription
Also, I see that you received a response from an Expert regarding your consumer electronics issue from May but that you never replied to the Expert
As a courtesy and since it appears that you signed up for the subscription by mistake, I have processed a refund of your subscription charges for a total refund of $The funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
After a frustrating experience with my Kindle e-reader which kept shutting down and taking me back to pages previously read, I sought help through *** Trouble Shoot your Kindle site Navigating the website was almost as frustrating as dealing with the Kindle issue When I finally got assistance through a chat line, the person couldn't answer my questions but did connect me to JustAnswer, and in less than two minutes, I was given the answer to the problem Thanks to *** at JustAnswer my problem was solved Wish I'd known about JustAnswer before Now it's my go to place to get answers to other issues as well
Initial Business Response /* (1000, 5, 2016/01/21) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry that another
Expert did not pick up your questionWe have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, simply contact us within days and we will process a full refund
I've processed a refund of your deposit and closed your questionThe funds will return to your account within 3-days, maybe sooner depending on your credit processor
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Excellent resource for urgent Vet situations when you cannot get to a Vet They are not alarming and give you the straight-forward information that you require Price is excellent too I have used them on numerous different occasions with my dogs and with my parakeet
Initial Business Response /* (1000, 5, 2014/09/19) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry for the experienced
you've had with our siteThe free trial is an offer that can be obtained by enrolling into our subscription programUpon enrollment, the first days are free and the customer can post as many questions within those days without being charged
Would you be able to share more information about the offer your viewed, such as a URL or screenshot, so that I may further investigate?
I look forward to your replyPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unless I was told wrong on the phone, in order to be allowed the opportunity to request the, "free trial membership", one must first make a purchaseThat purchase being the price of your first search or answerI was told that no enrollment was possible without this first purchaseWhich totally destroys the concept of it being a "free" anythingBy forcing me to purchase something in order to receive your advertised "free trial" is completely advertisingSo, my question is, "can one be given the opportunity to receive the free trial membership without first purchasing their initial answer?" If yes is your answer then you need to let your operators know thatBut if no is your reply, then you are committing a blatant act of advertisingThank you
Final Business Response /* (4000, 9, 2014/10/05) */
Hello,
Thanks for your reply
Only customers who use our site to post a question will have the opportunity to enroll into our subscriptionJustAnswer does not advertise free trial offers of our subscription programI'd be happy to further investigate the advertisement you saw if you'd like to provide me with a screenshot or a link
Best regards,
***
Customer Support Supervisor
My young son's beloved new pet (a gecko) developed a problem shortly after us getting it It only became apparent in the evening and I was unable to access a local exotic pet veterinarian I tried various gecko amateur forums but only I became more confused as to what the problems could be etc "Just ask" was offered as a potential site to ask an actual exotics pet specialist about the problem our gecko had As I was at that point, pretty desperate, this seemed like the clearing of the fog - somebody who worked with exotics pets, who gave prompt, helpful, sensible and supportive advice for a very reasonable fee at an unreasonable hour (midnight UK time)
Initial Business Response /* (1000, 5, 2015/06/22) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the problem
you have experienced with the membership feature of our siteI assure you that our membership plan is not by default or automatic, a customer must click the free trial offer in order to gain access to the membershipIt sounds like you may have inadvertently signed up for our 7-day free trialAt the end of the free trial, the first membership payment is processedI checked your account and can confirm that a refund has been processed for the paymentMoving forward there will not be any recurring charges to your account
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I consider myself pretty computer literate having taught high school for many years as well as being a business ownerIf your website is so confusing that I inadvertently signed up for a day free trial that has an automatic post-trial siwith yearly fees, then maybe you need to distinguish a little better between that and a simple one time answer
Initial Business Response /* (1000, 5, 2014/10/28) */
Hello,
My name is *** with the customer support team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I'm sorry that you weren't
satisfied with the answer you receivedI wasn't able to locate any email inquiries associated with your Gmail address so, unfortunately, I'm unable to determine why you may not have received a response from usIf you'd like to provide me with another email address you used I can further investigate
As for your deposit, we do offer a day money back guaranty if you're not satisfied with the help you receivedThough your request is beyond days, as a courtesy, I have processed a refund of your $paymentThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
Because JustAnswer is committed to customer satisfaction, we offer our customers a self-service refund toolIf you should require a refund in the future, you can process it up to days after your payment was made by following this link:
http://www.justanswer.com/refund/refund.aspx
Of course, if you would rather contact us, we are more than happy to process your refund for you
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** of JustAnswer states that she has processed a refund of my $paymentHowever, the amount I received was only $I find it disturbing that the above correspondence from "Leila" seems to be addressed to me, and yet I never received it, although they acknowledge having my email addressIt is also disturbing that they claim have no record of a response to meThe following is a copy of my correspondence with the company
Customer Question
I have an Emachines computer purchased in It originally ran Windows Vista, but was upgraded to
Windows using the online free upgradeRecently it became necessary to re-install the OS, using the
downloaded recovery discsWhen this was done, the computer booted up in Windows VistaI would like to upgrade to Windows 7, but when I try to access the MS Help page, I get a message stating that my Internet Explorer needs to be updated to IEHowever, when I try this, I get a message saying my system will not support IE
My present system is bitWhat do I need to do to get to Windows 7?
Expert: Carl L
Back when first came out to correct all of the issues with Windows Vista, eMachines offered it as a free upgrade on qualifying systems by going to www.emachines.com/windows7upgrade which is no longer an active pageThat free upgrade is no longer available and you'll have to purchase the Windows Upgrade with Product Key
As for IE9, it is supported with both and bit versions of Vista but it requires that you have the
Service Pack installedComplete all of your Windows Updates and it will eventually install SPOnce it does, it will also install IEautomatically and you'll be able to access the site that you are having issues with
Let me know if I can be of anymore assistance with this
Thanks!
Note - following the above, I completed the JustAnswer customer survey and gave the lowest available rating to the service I had receivedI then received the following correspondence
Expert: *** L
I have no control over the Free upgrade so please don't punish me with a bad rating when I am only
providing you with accurate answers
Customer:
I do thank you for your answer, but I can not give you a higher rating, as it did not solve my problemBasically,what you said is that the only solution to upgrading the Vista is to pay for a new Windows 7, and that the only solution to the failure of the IE update is to just wait until SP is downloaded
This is exactly what would have happened in any case, so your advice was of no helpRegarding the SP 2, I have installed all updates that I have received and my query to the control panel states that no important updates
are available
Note - I did not receive any further correspondence and the company subsequently billed me for the "service"
Overall, although I am pleased to have received at least a partial refund, I do not feel that the company has been honest in their response to you nor in the handling of my complaint
*** ***
Final Business Response /* (4000, 9, 2014/11/07) */
Hello,
Thank you for your reply
I apologize for the oversightThe $deposit has also been refundedThe funds are made available to your bank the next business day, however, the bank may take 3-business days to release the funds back to your account depending on their policy
It sounds like there may have been some confusion about my initial responseI was able to locate your account and question but what I could not locate was a refund request from youGiving a poor rating doesn't initiate a refund and customers must contact our customer support team with any refund requests, as it states on the site, or they may use the self-refund tool that is available in our help center here: http://www.justanswer.com/refund/refund.aspx
Please let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Customer Support Supervisor
Final Consumer Response /* (2000, 11, 2014/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/09/28) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the problems
you have experienced with our siteMost questions are answered in a timely manner, but response can be affected by certain factors including time of day posted, amount of Experts available in the category and Experts familiar with the issueOur goal is to answer every question within minutes but it looks like we were unable to do that for you, again, I'm very sorry this happened
After checking your account, I can see that your question has been closed and your deposit has been refunded
I hope that your dog is doing well and that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue was not the moneyIt is the fact that they project themselves through their advertising as though they have someone standing by to answer questionsThis is not the case and this should be stated prior to initiating serviceThe fact that a pop up screen projects this followed by the statement that someone will respond shortly is absolutely wrong
There should be a statement indicating that certain hours do not allow for that type of responseThat would keep someone from waiting for long periods at that time of the night!!
Initial Business Response /* (1000, 5, 2015/08/23) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the
confusion you have experienced with our sitePlease let me explain how our deposit system works
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $
We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund
I see that your refund has already been processed on 8/
I hope that all of your concerns have been resolvedPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
I just used this service and received excellent professional advice for my dog's odd behaviors within minutesThe responding person was a vet tech, knowledgeable and conscientious
Initial Business Response /* (1000, 5, 2016/01/05) */
Hello,
My name is *** and I am with the customer care team at JustAnswerI received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns
Firstly, I am sorry for the problems
or confusion you have experienced with our sitePlease let me explain how our deposit system works
When a customer posts a question on JustAnswer, they choose the price they are willing to pay for a satisfactory answerAfter checking your account, I can see that you chose $as the total cost for your questionOnce the question is posted, an initial $deposit is made and when an Expert responds, the balance of the deposit is made, in this case the remaining balance was $
We have a 100% customer satisfaction policy, if you do not get an answer or you do not get a satisfactory answer, you are entitled to a full refund
Upon reviewing your account, I see that both refunds of $and $was processed on 12/29/back to your card ending in *** due to a chargeback you made on your cardHad you contacted us directly, we would have refunded both charges for you
I encourage you to contact your card issuer to confirm this information and please reference the refund authorization codes, XXXXXX and XXXXXX respectively
If your bank cannot confirm the refund, please write back with your phone number and the best time to reach youI will arrange for a member of my billing team to do a conference call with you and your bank so we can get this resolvedMy billing team is available Monday-Friday from 8:00AM-5:00PM PST
I hope that I have resolved your concerns to your satisfactionPlease let me know if there is anything else I may assist you with and I would be happy to help
Best regards,
***
Senior Customer Support Specialist
this service helped me a lot with the advice I received from them