I opened a leased account with Clientexec last year.

After a few weeks however I decided to continue with Modernbill.

I requested Clientexec to cancel my account.

Months later, and without any response from them after further demands, they continue to bill me each month.

The email address they publish is below and I quote from Clientexec:

"If you have any questions regarding your account, please feel free to contact us at billing@clientexec.com"

Has anyone here had similar difficulties ?

Is Clientexec a Bone Fide company, or is it run by a teenager from his bedroom ?

Sorry for your difficulty in canceling your account.

As stated in the terms of service you need to open a support ticket to cancel your account. This is in place to protect our customers and us. We need to document cancellations so that not just anyone can cancel your license on your behalf.

Also, I can not monitor and make sure that issues are handled in a timely matter unless a ticket is submitted.

Please submit your ticket and you will see that we will take care of the matter with care like we do all our customers, even ex-customers.

May I know what is Clientexec's URL? Thanks

Originally posted by Alberto
Sorry for your difficulty in canceling your account.

As stated in the terms of service you need to open a support ticket to cancel your account. This is in place to protect our customers and us. We need to document cancellations so that not just anyone can cancel your license on your behalf.

Also, I can not monitor and make sure that issues are handled in a timely matter unless a ticket is submitted.

Please submit your ticket and you will see that we will take care of the matter with care like we do all our customers, even ex-customers.
Alberto, am I to take it that your response to my thread is on behalf of the Company in question - Clientexec ?

If it is, perhaps for the benefit of myself and other Clientexec users here, you might like to comment on the fact that your company failed to respond to my emails.

Regardless whether or not I had followed your procedures, if you had answered emails from me, this would demonstrate a common courtesy; which usually helps in building customer confidence.

Alas though, you missed this opportunity to admonish me in correct procedure - of which apparently, I was hitherto ignorant - resulting
therefore in me incurring many otherwise avoidable transactions on my credit card.

Originally posted by cavalry
May I know what is Clientexec's URL? Thanks

http://www.clientexec.com/newsite/

Thank you, Cornopean!

Originally posted by cavalry
Thank you, Cornopean!

My Pleasure.

I hadn't realised they have a new site - nice.

I've had issues with other vendors not responding to my refunds requests. Luckily there is my trusty ole AMEX card! No questions asked...

Originally posted by Cornopean
Alberto, am I to take it that your response to my thread is on behalf of the Company in question - Clientexec ?

If it is, perhaps for the benefit of myself and other Clientexec users here, you might like to comment on the fact that your company failed to respond to my emails.

Regardless whether or not I had followed your procedures, if you had answered emails from me, this would demonstrate a common courtesy; which usually helps in building customer confidence.

Alas though, you missed this opportunity to admonish me in correct procedure - of which apparently, I was hitherto ignorant - resulting
therefore in me incurring many otherwise avoidable transactions on my credit card.

I find this quite hard to believe as I have never had a problem getting ahold of anyone at clientexec at any time weather it be through support ticket, email, or their forums. I have also been a customer for over a year and have had numerous support requests.

Originally posted by RossH
I find this quite hard to believe as I have never had a problem getting ahold of anyone at clientexec at any time weather it be through support ticket, email, or their forums. I have also been a customer for over a year and have had numerous support requests.

I am pleased you enjoy a good experience with this company.

However, it doesn't necessarily follow that everyone does.

I do not seek to denigrate Clientexec in any way - but merely to point out that, my failure to understand how their support system worked should not incur a penalty at the expense of common courtesy.

Because they refused to respond or even acknowledge my email requests to cancel my account, I incurred financial penalties representing several leased months and they appear unwilling to offer a full refund for those months, apparently.

Cornopean, did you or did you not read what Alberto had said? I will take it as a not and explain very basicaly for you, Email is not used as an official support method at clientexec..

He also states that cancelations must be made via submiting a ticket at their support centre.

Now I understand it must be frustrating for you but if you do not follow the offcial method to cancel what do you expect?

Note: I am not in any way connected to ClientExec or Alberto, I just thought it be wise to point of the facts Alberto made.

Originally posted by adam-pca
Cornopean, did you or did you not read what Alberto had said? I will take it as a not and explain very basicaly for you, Email is not used as an official support method at clientexec..

He also states that cancelations must be made via submiting a ticket at their support centre.

Now I understand it must be frustrating for you but if you do not follow the offcial method to cancel what do you expect?

Note: I am not in any way connected to ClientExec or Alberto, I just thought it be wise to point of the facts Alberto made.

Thank you for your kind comments. However, I don't think you've quite grasped the situation here.

It might help you if you read thoroughly what I have said about lack of email response from this company.

It would seam both sides has a point here, ClientExec does not offer support via Email thus they do not have to reply or contact you in that way.

Yet they tell you to Email them at billing@clientexec.com, meaning they are opening the doors for people to contact them via email and they should respond to the emails sent.

Personally I agree ClientExec is in the wrong, if they give someone email address to contact it is obvious that someone will use it.

I myself check all email's I recieve wheather it is an "offcial" support method or not. I even sometimes plough my way through the catch-all emails to check if someone has made a mistake in the email address and respond accordingly.

It would seam ClientExec expect people to use their support centre and that is that, sadly they need to realise that this is not always possible and that people make mistakes. It is their job as a company to allow for these mistakes and work a way out to aviod them happening again, a possible solution would be to have emails piped to their support system.

So to sum the post up ClientExec needs to either make a way for people to have/use email for support or make it more clear the support centre is the only way.

Adam

Originally posted by adam-pca
It would seam both sides has a point here, ClientExec does not offer support via Email thus they do not have to reply or contact you in that way.

Yet they tell you to Email them at billing@clientexec.com, meaning they are opening the doors for people to contact them via email and they should respond to the emails sent.

Personally I agree ClientExec is in the wrong, if they give someone email address to contact it is obvious that someone will use it.

I myself check all email's I recieve wheather it is an "offcial" support method or not. I even sometimes plough my way through the catch-all emails to check if someone has made a mistake in the email address and respond accordingly.

It would seam ClientExec expect people to use their support centre and that is that, sadly they need to realise that this is not always possible and that people make mistakes. It is their job as a company to allow for these mistakes and work a way out to aviod them happening again, a possible solution would be to have emails piped to their support system.

So to sum the post up ClientExec needs to either make a way for people to have/use email for support or make it more clear the support centre is the only way.

Adam

Thanks Adam, you've hit the nail on the head !

I blunded because I hadn't realised that to cancel my account I was required to open an support ticket.

Now whether or not opening a support ticket for an incident that doesn't quite relate to a support issue is perhaps blurring the line here, but nevertheless, I was ignorant of the fact and the mistake was mine.

BUT ..... the company has a responsibility to look after it's customers, which includes responding to emails; if only to point the customer in the right direction !
That is just sound business practice and good common sense.

Thanks for taking the time to get involved here Adam, your input is very much appreciated. :)

[i]It would seam ClientExec expect people to use their support centre and that is that, sadly they need to realise that this is not always possible and that people make mistakes. It is their job as a company to allow for these mistakes and work a way out to aviod them happening again, a possible solution would be to have emails piped to their support system.

So to sum the post up ClientExec needs to either make a way for people to have/use email for support or make it more clear the support centre is the only way.
Adam [/B]

Adam, as an after thought ....

ClientExec or the person who runs it ( Alberto ?) just stubonly refuses to answer any mail that breaks his rules.

That policy of course does guarantee more payments to him for the leased account - since he wont cancel it this way !! :angry:

Heh, if I was you I would have simply contacted my card company or paypal and told them to not pay it. I am sure ClientExec would have responded fast enough that way.

I personaly think that a company setting very limited methods of support are not worth my time. This is one reason why I tend to stick to very well known software or develop my own. That way I know I can easily get in toutch with the company if there was any need to.

Also, if he won't cancel it I would simply stop the payments and continue to use the software.. I am sure the cancelation would come fast enough. :D

Adam

Cornopean

The issue is not that we do not support people who send emails. We support hundreds of emails a day. Which is point number 1, cancellations are important which is why we state in the terms of service that they get requested only via support ticket. If this is done then we do not lose track of them.

I can't monitor the hundreds of emails we get every day to all our staff, but I can make sure all tickets are handled in a timely manner.

Point 2. You say you emailed billing[at]clientexec.com and we have no record of it. The ONLY record we have is one dated the day you posted here. It was after your last transaction was processed and you stated something to the effect, "Hey you billed me and I cancelled already". There were no other emails at billing[at]clientexec.com with any such request from you. I instruct our billing manager to make sure she doesn't delete any email.

Point 3. What were are actions after getting your email. We first grumbled a bit because someone didn't follow instructions, then we created a ticket on your behalf in our support center with the same text of your email and then replied that we would cancel your account plus refund the last transaction even though you failed to follow the terms and conditions. This was done 2 or 3 days ago. That is how we handle our business and how we like to treat customers.

I LOATH having to post on this thread because this kind of stuff should be handled internally, heck a post from you in our forum would have been more appropriate then here. But I felt that it was time to post our actions and though there is nothing to defend, at least explain a little more of what happened.

So, I'm sorry you had a bad experience with us. I want nothing more than to make our separation a good one.

Well Alberto seams to have worked around Cornopean's problems, but there is always two sides to a story. But off past experiance I am sure ClientExec handled this well. :)

Adam