It all started when I noticed that PayPal tried to deduct my monthly subscription to Keyword Academy multiple times, whereby two of the transactions got through. So I e-mailed Mark & Court using the e-mail address stated in the PayPal details.
Their response was pretty fast, i.e. within the same day I sent my query. The last e-mail I received from either of them is this:
Trusting that action was to be taken, I waited. Since then, I had not logged into the Keyword Academy members site, being busy and all.
So I was surprised when PayPal sent me an auto-notification saying that my subscription was cancelled due to insufficient funds (boy, was I glad I was using a debit card!). This meant that not only was PayPal still trying to deduct my balance, but Mark and Court didn’t actually look into solving my problem.
Now, I realize that the deduction were PayPal’s error in the first place. But even after a week since my request for refund of one of my payments, there was none coming from either of the guys at Keyword Academy.
I waited still. I finally received an e-mail from them.
Too bad it was an autoresponder! Nothing about the subscription problem was mentioned. I replied to that e-mail, and sent a couple more over the next few days.
By the way, before any of you cry “scam” over this, let me be frank with you and say that nothing about this program is a scam — they’re very legit and give good information about how to build your site right to make money. However, their response so far leaves little to be desired.
What the heck is going on, people (and in people I mean Court and Mark specifically)? Did my e-mail fell into your Spam folder? How long does it take to refund a measly $33? Reply already!
Is my frustration obvious enough for ya?
Check out my other posts: « Bookmark: compose music on your PC / Post Scheduling blunder, aww shucks »
I think it is a case of having too much success and not having hired the people to handle it 🙂 Mark and Court are great guys so I’m sure that this is “just” a case of work overload. Not that it makes it “okay” but it’s better than doing it on purpose 🙂
/Mikael
I realized that, and I raved about their program a few posts ago. I suspected they’ve got their hands full. Still, I gotta wonder why they haven’t hired enough people to handle this, with all their know-how and workload, especially if you’re dealing with people’s money.
Mikael, if you happen to be in contact with them or are in their program, could you give a heads up about this matter to them? I would really appreciate the help.
Hey Lorna –
I sent the refund this morning before Court pointed this post out to me. Sorry for the delay.
Mark
I sent two polite requests for information to these guys. I waited almost a week for a reply before sending the second email. No reply to either. I went on to spend $105 elsewhere on similar instruction. The company that rec’d my $105 was choice two. Choice #1 (Keyword Academy, Court) did not seem responsive. Bad will!
Steve, when did this happen? The noise I made when I commented at Grizzly’s web site got their attention, and at that time they had hired a person specifically to handle support. I’m surprised that this issue still crops up. I suspect they’re really swamped, but as I said, it’s really no excuse if you’re suppose to be running a successful program such as this.
I thought i’d post here to let you know (even though this is a few months old) that I now handle support for TKA and should you have any issues, they are dealt with promptly! 🙂
So if somethings not getting handled, you can hunt me down personally 😉
It’s a great program full of great people!