Hi,

well most of you must have seen the rackshack geotrust deal for $49 (plus sales tax). Well, I'm happy with the certificate, however I'm PISSED OFF at their customer support. Sure they're polite, but don't see my point:

okay, I ordered a cert... didn't receive an email, so I called them and the customer rep said, "you're order isn't in our system, please submit again".

So I did! Now I got the confirmation and my cert in 5 minutes... good stuff!!!

However the next day I get an email with the same cert in it!!!! And then I check my credit card and yep, I got billed twice.

The rep I spoke to refuses to refund the $50 'cos they say "we gave you two certs"...

but why can't they see that a cert for the same domain with the same expiration date IS 1 cert.... so the 2nd one is NOT usefull!!! (I also didn't acknowledge it or get it from the geotrust site) Besides, I only resubmitted after THEIR customer support told me that the order didn't go through initially....

Well, since rackshack owns the board.... what's the deal?

And what do you think? Should I get my $50 back?

Call them again, ask to speak to a supervisor and threaten to have your credit card company go after them. See where that gets you...and if they don't budge, then call your credit card company. They're usually on your side.

ask your bank for a refund:)

I would trust that

headsurfer

would answer your question perhaps via your email or pm or even publically in the forums. Did you get the persons name whom you contacted who said please submit again

;)

hehe, in all honesty, i was waiting for headsurfer to reply. The customer rep is laura_csr@@mail.ev1.net.

I mailed her again, eagerly waiting her reply.

It's just that I hate going through the banks... I'm nice enough to settle things professionally :).

Besides, VISA has been on my side many times... and I only call when it's the last resort.

But I wanted some feedback to see if I'm totally wrong, but I guess it's not *that* hard to see that I'm right....

Originally posted by BrianF
Call them again, ask to speak to a supervisor and threaten to have your credit card company go after them. See where that gets you...and if they don't budge, then call your credit card company. They're usually on your side.

I called them again, supposedly their billing staff has the day off.... it's a holiday in the states I guess? :)

Anyways, guess I'll try again tomorrow....

Yeah, it's Memorial day.

Kind of off topic, but I've been looking into the Rackshack Geotrust certificates. Do they include a Geotrust seal? I can't find any information about it on Rackshack's offer pages.

Originally posted by dhabets
. . . . . I'm nice enough to settle things professionally. . . . I would think the "professional" thing to do would be email headsurfer (if that's who you felt you needed to talk to) directly, instead of starting a thread titled "Rackshack geotrust: ALERT" in hopes that he would respond.
The thread title implies that there is something wrong with the RS GeoTrust deal. Not that you had a billing problem.
Don't get my wrong. I sympathize with your problem. I just think this is the wrong approach.

Originally posted by SoftWareRevue
The thread title implies that there is something wrong with the RS GeoTrust deal. Not that you had a billing problem.
Don't get my wrong. I sympathize with your problem. I just think this is the wrong approach. [/B]

Yep, it sounds like you should have no problem getting the extra $50 refunded. I'd give it until Thursday before contacting my bank. This should give RS time to look into it.

Originally posted by SoftWareRevue
I would think the "professional" thing to do would be email headsurfer (if that's who you felt you needed to talk to) directly, instead of starting a thread titled "Rackshack geotrust: ALERT" in hopes that he would respond.
The thread title implies that there is something wrong with the RS GeoTrust deal. Not that you had a billing problem.
Don't get my wrong. I sympathize with your problem. I just think this is the wrong approach.

I agree partly with your reaction, however I have been calling since tuesday and tomorrow it will be a week of calling almost daily :)
Hanging on hold for 10 minutes at international rates isn't that enjoyable either.... and I did mail them and the person basically says "Nope, you ordered two and all sales are final"....

I'll request the thread closed... but just take from this :

"When a customer support tells you to resubmit because it didn't go through.... wait a day and check your cc first!"

Originally posted by ZeonHost
Yeah, it's Memorial day.

Kind of off topic, but I've been looking into the Rackshack Geotrust certificates. Do they include a Geotrust seal? I can't find any information about it on Rackshack's offer pages.

No seal, but the certs are nice .... :)

Note: I'm think the geotrust cert is GREAT and rackshack offers an amazing deal.

HOWEVER, what I want people to be alerted about is that, from my experience, their system isn't 100% foolproof and I basically was told "you're out of luck"....

I'll request this to be closed now....