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| Customer Street | Hi Gary443695, Customer Street has high levels of staff training in place to ensure that our staff deliver to the customer accurate descriptions of how the package works as well as exactly what it can and can’t do. The volume of sales calls that we make mean it is impossible to listen to every call made each day but calls are randomly sampled throughout the day and if a member of the sales team are promoting something that is not factually correct then we will always take immediate steps to make sure this is addressed. We value our brand and reputation as being able to deliver an award wining service which is pushing our market leading innovation in the promotion of small businesses ever higher. Other than changing your mind was there any other reason for wanting to cancel the package? I am not sure how you could make a decision that we had lied to you and could not deliver the product that you were sold in the space of less thank a day. As ever though I am happy to have your individual account reviewed and look forward to hearing from you with your account details.  graham armstrong at 27th Feb 2009, 02:31PM |
| Customer Street | Hi Cunningham Construction, I can see having logged into your site that you have regularly logged I to the software yourself and made alterations to the content. You have extra pages on there already but I noted that one page unparticular has failed the seo rating because the content does not relate to your keyword and headings, density, descriptions etc are not to the right levels. We have optimised your first page and your site is now achieving a whole host of positions on the first page of Google under different search terms. It is great that you have shown a keen interest in making amendments to your own site yourself but some of the changes that you have made will be viewed by Google as trying to “spam” them and can actually be doing your rankings more harm than good. I have spoken to our SEO team who create our own directory websites and trade portals and have asked them to have a look at the site for you to make a few amendments which will pull together the benefits of the rapidsite with the content that you have already provided and we will be in contact shortly to discuss the changes that will be beneficial. |
| Customer Street | Hi Fair2087, whilst you say that you never had a service provided we can’t tell what the accurate situation is without checking your account notes. Three years ago we introduced new procedures and policies which would mean that our customers were dealt with far more effectively in respect to contacting them regarding outstanding arrears on their accounts. It is now impossible to slip through these procedures if there is a problem with a payment so all I can assume is that this must be a historic case. As with all our dealings with customers we make sure that those customers with older debt are listened to before proceeding with escalating the action taken. We will only expect customers to pay for debt on their accounts when it is genuinely due and I can ensure that if you contact me I will personally have a look over your account and advise you how we will proceed. I hope to hear from you soon. |
| Customer Street | Hi Dan, I have found your account our system and have also been able to listen to the sales call as well. I will ensure that we contact you directly to make sure we can get things to the point where you are happy. I can also confirm that I have listened to the sales call and our sales agent did confirm to you that there was the one off set up fee but also that there would be monthly fees of £29.95 plus vat which were due as part of the annual contract. |
| Customer Street | Hi Monkey, I have read with interest your comments below. With the exception of the point you have made regarding “acupuncture east london” I cant actually see anything else in your posting which would indicate you have any other reasons for wanting to cancel. Don’t think you have been either “fooled” or “preyed on”. You have bought a market leading service for the promotion of small businesses which works on lots of different levels and also represents excellent value when trying to maximize your presence on the internet. I can appreciate your concern regarding other things that you come across on the internet when researching companies you may want to do business with but I would exercise caution regarding taking everything that is leveled as criticism as being as being accurate. Someone reading your comment may assume that you have been misled, when in actual fact it appears that you have either misunderstood what you have bought or perhaps it may not have been explained clearly enough to you. The key phrase of acupuncture east London can be a domain name but in this instance we are using it as a phrase, along with other ones relevant to your business and location, which will appear at various points in your website. It is phrases like this which form part of the optimisation of your site and which will help it to get rankings on the internet. If this is your only cause for concern then I cannot see why you would want to cancel a service which, because of the short length of time you have had it, you haven’t even given the chance to work. If your account is the one I have found then you are already achieving rankings on the first pages of google for a variety of your keywords which is great for only 4 weeks worth of promotion. It is also worthwhile mentioning that both your website and directory listings have also achieved several hundred hits each in February. Whilst it would be unrealistic to expect that all of these will convert directly to business there will be a proportion them that will contact you and hopefully you will then be able to in turn convert them into business. |
| Customer Street | Mrs E, I’m sorry that you appear to have experienced problems with the package you purchased and sadly from the information given it really is impossible to identify your account but I am very surprised that you have struggled to contact us. Our website is prominent on the internet and features full contact details and you will also have had a contact number and possibly email provided by the sales person during the sale. The welcome packs are usually processed the same day or the day after and as an extra way to ensure that customers receive then we always send them by email as well. The service commitment that you received didn’t sign is not the contract for the package. The document relates to taking payments by direct debit from a bank account as well as regular card payments, however payments are covered in full in the terms and conditions as well as appearing in several other places in the documents mailed in the Welcome Pack. Have you checked the statistics package with regards to the volume of enquiries that have received? We offer customer several different ways of monitoring the interest generated from their promotional package which include an 0845 number with an identifying “whisper” before the call is connected as well as statistics information for the number of people who have seen your listing online and that have viewed your website. I do not accept that our customer service is lousy, we have a tried and tested system in place for dealing with support issues which means that we resolve around 95% of our customer service issues first time. Without specifically looking at your account it would be difficult to comment on your individual situation regarding the outstanding debt on your account. But it is reasonable to say that we, as a business and you as a business customer have entered into an agreement where we each have obligations to each other. There are occasions when things do go wrong, and I can promise that we do our utmost to make sure these issues are resolved and should a customer still wish to cancel we will always review it, however we will not cancel packages purely because someone has changed their mind. |
| Customer Street | Amberg, unfortunately you don’t really go into any detail whatsoever about the issues you feel you have which makes it very difficult to comment. I am confident that if you have been in touch with our team here they will have already looked into your request to cancel. It may be that you have not heard the reply that you wanted to hear but please remember that we always put our customers needs first and are happy to look again at your account with a view to trying to ensure that it meets your expectations. If you are still experiencing problem s then please let me know and I will arrange to have the matter looked into for you. Please call out support line on 0845 338 0500 or email me at ad@customerstreet.com. I look forward to hearing from you. |
| Customer Street | Hi Dianne, I feel that to say you got “sucked” into being a customer of ours is misleading. You had a choice, as all our customers do and the decision to take out a service through us was your decision. Also I think it is fair to say that you were already an existing customer of Customer Street before you took out a premium design website package with us. If you were unhappy with the service at this point then I would question why you felt compelled to buy another service form a company who had already not delivered the service you expected. As your business has purchased a bespoke service there is no requirement offer a cooling off period and as you are already an exiting customer you would be aware of the terms and conditions surrounding our service which had already been sent to you when you first took up the service. This said you would still receive a copy of the terms and conditions again within the Welcome Pack for the premium design website which accompany the invoice we sent to you. When anyone purchases a website it is reasonable to ask for some input from the customer with regards to design, content etc, this is discussed at the point of sale as well as being confirmed in the checklist we send out to you in the Welcome Pack. Although I cant locate your account to check dates etc it is reasonable for our design team to check on issues regarding layout, content positioning etc in order to try to make sure that the customers expectations are met. It may have been one of the rare occasions when our system has been offline, but this obviously didn’t stop us to check on the layout as we don’t need a design system for this. If anything I would suggest tat this shows our staff as being proactive rather than reactive when it came to the design of your site. With regards to responses to your promotion via our directories and initial website service you will have had them, have you checked the statistics package via your online customer control panel? The control panel provides plenty of useful statistical information which goes into great detail and allows you to see which search engines spiders have visited your site, ip addressed of those who have viewed the site as well as the number of times your advert has been viewed. I don’t believe that the site has been mis sold, if a customer cancels their service with Customer Street then they can take a copy of the site with them, depending on the age and style of the site it may mean that there is very little change, the customer can then upload it to a new hosting service elsewhere and its business as usual. It may be that if it is one of the more modern sites which are even more effective at achieving exposure on the net, then you will be more restricted. You will be able to take a copy of the site but due to how it is constructed it will not be as easy to make amendments to. Either way there is no ongoing monthly fee payable. The premium design site is fully optimised at the point it is signed off and is made live and both the site and your directory listing can work independently so you don’t need the listings to have the site. However we also use the directories and links from your listings to help drive traffic to your site, therefore you will see a reduction of traffic to your site over a period of time. Like wise if you don’t take a copy of your site before the hosting is cancelled at the point the package is ceased then you will unfortunately lose your site. This is nothing to do with Customer Street being awkward, it is just a fact of internet life that any website needs hosting and without a copy of it once its taken down its gone. With regards to your domain name not renewing you will find that relates to the fact that we will not renew it as part of your package, given that you are the registered owner of the domain you will be contacted prior to renewal by nominet to check if you still require it or not. Your last comment regarding not being given an access code for a site, again I cant comment on this specific case but as a generalisation if a customer has an outstanding balance on an account then we will not allow a customer to have full access to taking the site until the account is cleared. |
| Customer Street | Idrivesom, when we sell a promotional package our staff make it very clear that in order to offer the opportunity to achieve rankings on search engines for your website we need to have control over it, and, in relation to our service it means that we need to have built the site so that we can ensure it is fully optimised. Up to the point when our support team were asked to redirect the site we had built for you to your own site you had been achieving a good level of site hits, we do not have information beyond this point so we cannot now say how your site is faring. Your listing stats also have produced good volumes of viewings and visitors seeing your listing are still clicking on your website link. At the time when you purchased the package you were given one of our new RS3 websites which, as the software is web based, was editable by MAC users, there are also notes on your file which indicate that you had accessed the ftp information to make alterations quite soon after taking the package out. The Welcome Pack sent out initially details the first steps that you need to take in order to get the service fully set up for yourself, part of this easily accessible guide covers forwarding emails form your site, once we were notified you were having issues with this our support team quickly assisted you by doing this set up feature on your behalf. I’m sorry that you seem to be dissatisfied with the service but from your account notes everything that you have asked about has been dealt with appropriately and quickly and with the exception that you prefer your own site to the one we provided as part of the package. |
| Ufindus.com | Hi RuthL, As the posting you have made does not contain any specific facts that can be used to identify your account it is not possible for me to make individual reference to your fathers circumstances. We have a clear process for dealing with cancellation requests and I can confirm that all our products are sold on the minimum contract term being 12 months. This is of course confirmed again in writing in the Welcome Pack. A lot will depend on what exactly the reasons were for your father feeling the need to cancel his account but as I am sure that you will appreciate as well as businesses having a responsibility to act within the law and in a reasonable manner towards customers, the customer likewise has to respect their contractual obligation as well and occasions will occur when we will not agree for a customer to cancel. I would be very interested to hear how long ago it is since the last contact was made with someone from our customer relations department. As other postings on here will confirm UFindUs has undertaken to make many changes over the last 3 years which have helped to redress areas that have previously been highlighted as being not thorough enough from a customer service perspective. However if you can let me know is this is a historic sale that was made along with your fathers account details I can get in get in touch directly with him to see if we can clarify matters and bring things to a satisfactory conclusion. Please let me know at ad@ufinduis.com, and I look forward to hearing from you. |
| Customer Street | Hi Jim Spark, I cannot locate your account from the information which you have provided in your posting on here. I am more than happy to look into the matter fruther for you and see if we can address the issues you have written about if you contact me directly. |
| Customer Street | Hi Brum252, I would like to look further into your dealings with ourselves and how your account has been looked after. Please can you contact me directly on 01524 529000 or by email at ad@customerstreet.com. I look forward to hearing from you. |
| Customer Street | Hi Andrew, Thanks for taking the time to talk with me today. I can confirm that the the site itself was part of the package and that is why you are unable to access it now. However the two domains that we purchased on your behalf do belong to you and can be transferred once you have your new hosting in place. I am pleased that the matter is fully resolved but if you have any further questions then please don't hesitate to contact our support team on 0845 338 0500. |
| Customer Street | Hi Kris, I am aware that whilst we had tried to contact you last week without success we have managed to speak to your wife with a view to contacting you tomorrow. I am sure that whatever the issues you feel you have had we will be ableo to get them resolved for you shortly. Graham Armstrong |
| Customer Street | Hello rsc, I’m not quite sure what your comment is driving at. Customer Street make no secret of the fact that we are a sales organisation and as such we do, like any other sales organisation, have targets to meet. Our branch managers may be given from time to time special discretion to discount the packages sold, it may be a promotion that runs for a few hours, half a day or longer depending on the circumstances. The discounts that you may have been offered just go to make the service even better value as these will then stay on the package for its lifetime and not just up to the first renewal date. If you are saying that yell offer a more competitive service at a cheaper price then I don’t feel that that is correct. We offer a very comprehensive service which we believe beats any of our other competitors in the UK market. |
| Customer Street | Red shoes, I am unfortunately unable to trace your Customer Street account from the information that you have given in your posting. We pride ourselves on the fact that our packages are very successful and we should have no need to lie about what we are offering or why we are contacting you. All the packages that are sold will have an account manager assigned to them so if you do find that you have any problems with how the package was originally sold to you then they will be able to clarify everything with them. We try to make ourselves as accountable as possible to the customer and this is another way of ensuring that when you are sold a package it is sold correctly. Customer Street don’t have a policy whereby customers can cancel within a month for several reasons. It is an individually made package with website and domain names etc which all, as I am sure any business person will appreciate, have a cost attached to them to provide. Some sites may find they achieve rankings very early on and others not so to cancel within a month will generally not be giving the sites sufficient time to be spidered by the different search engines, they all work differently and some of then may work on a daily or weekly basis and some may leave longer times in between. You will also have the terms and conditions sent to you in the welcome pack that you can refer to which will clearly state the length of the term and what is or isn’t included within the service. I am not sure what exactly you mean by registering your original website to the wrong address, regardless of if the domain is transferred in to us or not it still exists. If it is not pointing to the correct domain then that is a very simple task which can be rectified in a matter of minutes but our support team (0845 013 5104) or this can even be done via the customer control panel that you will have been sent full details on how to access. Please take the time to contact us directly and I am sure that we can help clarify everything for you. |
| Customer Street | Hi devongirl, firstly I’m sure that you will be aware it is your responsibility to make sure that your sites are all approved by the FSA compliance department. Whilst you are able to make amendments, add extra pages, logos, pictures etc using the software provided free of charge within your packages our Customer Street support department are also on hand to make any of these changes too. Please make sure that you contact them on 0845 338 0500 and they will gladly raise a support case to resolve any problems that you are having. All the SEO techniques that we use are legitimate and follow closely Google to make sure that we constantly adapt our techniques, especially relevant with all the changes that Google have been making this year. Websites won’t just stay at the top of the rankings permanently once they are there, there is always someone else coming along to try to achieve a top ranking. I can assure you that the SEO we use will not damage the rankings of your site, the only way this would generally happen is if you are using duplicate content which they then view in a similar way to spam. Regular content changes may be required to help make your rankings more effective. It is also the customers responsibility to make sure that the they use the rankings checker on our sites and if they either don’t achieve the results they feel they should be or they results start to trail off then they can either use the software to make changes themselves or they can again contact our support department who will do it free of charge. If your rankings have changed it may be down to Google rather than Customer Street. I think it is also worth while pointing out that it sounds like you have got potentially 5 free sites there and have not paid £1k each for them. This would be more likely to be for one of our designed sites and even then unless you had specifically asked for additional items it would be considerably under £1k. I would really like you to contact me so that I can make sure that any of the problems that you feel you have get addressed if they haven’t been already. |
| Ufindus | Hi Glassman, when we sell our packages we don’t offer any one month trials and as you have said you entered into a 12 month agreement. However there is no need to go forward thinking being concerned. Please contact me so that we can discuss you account in greater detail and see if we can get this problem with your UFindUs account resolved as quickly as possible. Please send me an email to that ad@ufindus.com. I look forward to hearing from you shortly. |
| Ufindus Ltd | Hi jhg, If this is the case then I can only apologise on behalf of the company. However if you had called into complain about this then your complaint would have passed over my desk and I can assure you that it would have been fully investigated. I am still happy to look into this for your and would appreciate you contacting me on ad@customerstreet.com. I look forward to hearing from you. |
| Ufindus | Thanks for your comments Fernel, it is very easy for people to make negative comments but so easy to forget, or not to bother to make postive comments. I know that I managed to sort out your issues in a matter of minutes and you have now dealt with our support team and they sorted your quiery. Whilst I am the person who dealt with you I am not unique within the comapny. Our whole ethos is driven towards making sure that our customers get the support and the service that they deserve and expect. |
| Www.ufindus.com | Hi jhg, If this is the case then I can only apologise on behalf of the company. However if you had called into complain about this then your complaint would have passed over my desk and I can assure you that it would have been fully investigated. I am still happy to look into this for your and would appreciate you contacting me on ad@customerstreet.com. I look forward to hearing from you. |
| Www.ufindus.com | Hello Mr Tregunno, I am very impressed with the overall content that you have added to your rapidsite. It shows your services off to very good effect and I am not surprised that you have had good levels of business from it either. As a free service, included within your promotional package that you took out, it would be impossible for us to create sites such as this with as much content for all of our customers. Many of our customers don’t have the ability to invest either the time or patience that you have done to achieve a comprehensive site. As an internet based business it is reasonable for us to offer individually built sites which take the basic introductory website to the next level. However this doesn’t stop our Rapid Sites being found, they are renowned for being able to achieve excellent rankings on search engines, especially Google. The stats will only show the traffic information that is generated from actual directory listings or website hits. You can drill down through the results to see who has been looking at your site and which search engines or phrases they have used to find it. Over the last 18 months you have had a couple of months where the number of hits has spiked but overall the results are within the same range and all reflect excellent volumes of traffic which show customers are checking out our site and it is not just a case of “click on and then close.” I can only see two occasions where our agents have contacted you with a view to selling a premium design package and one of those was at an early stage in your account with us a couple of years ago before your site had achieved the ranking s it currently has. You have proved that it is not always necessary to buy an individually made site and we have made the services of our Customer Support Team available to help and guide any of our customers should they encounter any problems. I am also pleased to see that you have contacted our Support centre a few times as well and they have been able to make the amendments that you wanted accordingly. A lot of what has been achieved is directly attributable to the service that we provide but the fact people have spent so much time on your site and this has obviously resulted in the good levels of business that you talk about is down to your commitment to adding relevant content to your site. |
| Iomart Ufindus | Goldrex I would like you to contact me to see if we can take a fresh look at your account and resolve your issues. Please either call me or email me at ad@ufindus.com |
| Iomart Ufindus | Hi Sharon, I notice that you haven’t taken me up on the offer of speaking to me directly so that I can look at your account with a view to resolving any issues that you feel you may have. All I can assume is that you are happy not having your matter resolved and feel more comfortable making public statements which we are obviously not able to defend. My comments from my previous posting still stand in view of the very limited information that I have to work off. We have already stated that in the past our support systems didn’t grow at the same rate as our customer base which has resulted in some problems but as a customer from 2002 your comments do not reflect our current promotional service or the levels of our customer service. At the end of the day the decision is yours as to whether you wish us to try to help you or not. |
| Ufindus.com | To date KCC haven't taken up my offer for them to get in touch with me in order for me to fully review their account. |
| Ufindus Ltd | Hi Derek, having located you account it looks like it should be fairly easy to sort out. I will arrange for someone to get in touch with you. I can see that we did try to speak to you last year but unfortunately you refused to talk to us which has resulted in the current situation. Hopefully we can soon have all this resolved for you. |
| Iomart Ufindus | Hi Sharon, please give me a call on 0845 013 5105 and I will be more than happy to take a look at your account. You need to remember that the internet has progressed a long way in the last 6 years and likewise the service we have offered has continued to change accordingly. Our rapidsite software was a basic introductory website presence and apart from some minor alterations hasn’t changed much. This will be changing with a new package in the coming months which will be a market leading product. I am very surprised about the rankings as we have always had great results with the search engines as our sites are so search engine friendly. Canceling the direct debit, as I am sure you are aware, doesn’t cancel the package. All of our customers have access to their control panel which shows them their billing so all of our customers have full control of their accounts. Whilst we should, from what you have said, acknowledge if we haven’t followed up the debt as thoroughly as we could have done it would be reasonable to expect that if someone was aware of a debt having built up then they would ensure that the matter had been resolved before assuming it was resolved. As I have said I am keen to see if we can try and sort the matter out for you as soon as possible. Graham Armstrong |
| Customer Street | Hi Sparky, Firstly I would be grateful if you would contact me directly regarding your complaint about your Customer Street package. When you check you terms and conditions you will see that there is a commitment to our customers with regards the service level that they have received from us. In certain instances over a three month period there may be the option to cancel the package early should we not be able to achieve an increase in the figures. I’m sure that if you have looked around you will have seen that we are aware that the rapidsite we provide as a free part of the package are dated, but it doesn’t get away from the fact they are fantastically search engine friendly. They will in 90% of cases be producing great search engine result sin anything from a matter of days to a few weeks. Our support staff can obviously only work within the limitations of the site software and our director Stuart Forrest has posted on his blog (theforrests.co.uk/customerstreet) about the new software only last week. The rapidsite replacement will, when it is launched in a few months time, be a market leader and anyone with a rapidsite already should then be able to upload the content of their old rapidsite straight onto it giving it a fresh modern feel. You have to remember that the internet is ever changing and a bit like the latest mobile that you get it is already outdated before it ever hits the shelves. Our new software will be web based so it will avoid all issues with compatibility with pc’s operating systems etc. Updates will be able to be carried out as often as they are needed to make sure the software stays as up to date as possible. I would be interested in looking at your account as the process you have described with regards to your refund is not the way a refund can be authorised in such a short space of time. We would normally carry out a full investigation into the issue and then make a decision based on that. All this being said I am pleased that we have listened to your complaint and resolved it to your satisfaction. |
| Www.ufindus.com | Hi pgobey, I can’t clearly identify your account on our records so please get in touch with me and I will happily get the matter looked into. I can’t understand why it is that you have struggled to get in touch with us, our contact details are on the website as well as being included in the Welcome Pack that was sent to you when you took the service out. Whenever any one calls out support line they speak to real people, our service reception staff will then create a case for you which will be assigned to a person who is trained to deal with your query. The best thing is because a case is raised on your account it gives us the ability to track it through from start to finish, meaning that the job gets done and a named member of staff is responsible for achieving the outcome. It isn’t as if you would have to wait in a long call queue either. A real person will answer your call and direct your enquiry to where it need to go. We answer all our calls in an average time of around 40 seconds so you should find it no problem to talk to someone. If you have had a case raised then I am very surprised that it hasn’t been resolved. Are you saying that we have raised a support case for you and never called you back? I feel it is fair to point out that whilst the direct debit guarantee does state that you can cancel the direct debit at any time it does not mean that the service has been cancelled. Your contract is for an initial term of 12 months and payments are due for this period. You would also have been contacted by our accounts department over your failed d/d and they too would have been able to raise a support case for you unless you had refused this. Please contact our Support team on 0845 338 0500 or email me directly at ad@ufindus.com and I am sure we will have the matter resolved very quickly. |
| Www.ufindus.com | As of yet lafra123 hasn't been in touch with me to discuss their account. Graham Armstrong UFindUs Ltd |
| Ufindus Lancaster | When you signed up for the account you will have received your welcome pack which will have contained your terms and conditions that clearly detail the process for canceling your package. If you send me an email regarding your cancellation I will make the necessary arrangements for it to cancel on renewal. I have identified what I think is your account and can see that there have been no issues that you have raised over the course of the last year. The traffic through to our UFindUs site has only increased over this last year and is continuing to achieve fantastic results. Since you took the package out we have increased the coverage that we can now offer customers and if you want to know more about our extended product range then I am happy to arrange for this. If there is a particular reason for canceling your account that you have not mentioned then our Support team are available on 0845 3380 500. Either way please drop me an email and I will make sure that everything is dealt with. Graham Armstrong |
| Iomart Ufindus | I have been able to locate your account mhewett and can see that you did have issues at the start but we gave you the service free of charge for a period of time in light of this. There is nothing on file to indicate that you had not accepted this and your billing continued until you advised us that you wanted to cancel. By this time you had entered another 12 month contract period and it is reasonable for us to expect your to pay for this period of time. However I am happy to cancel the outstanding invoices off as a gesture of goodwill. Whilst we are not always right customers need to take on board that they are bound by the terms and conditions. In business everyone needs to take their responsibilities seriously, whether it is as a business customer who has bought a service or the business who is providing the service. Customer Street and UFindUs do take customer service seriously and we continue to improve our services and processes. As I have said previously the best way to make sure that complaints are handled effectively is to contact me directly at ad@customerstreet.com. |
| Customer Street | The website Gavin purchased is still being built to his specification at the moment, as it was when he made his posting at the start of January. We are hoping that his site will be finished and signed off soon. Not everything can always be sorted in an instant and I think that this shows Customer Street’s commitment to providing excellent customer service. Graham Armstrong Customer Street |
| Ufindus Ltd | Hi Jackette, I have managed to locate your account and can see that this matter was already settled on the 22nd January. I think it is worthwhile pointing out that we have tried on many occasions to make contact with you whilst the account was open. All of our packages include an enhanced promotional listing on the directory, in this case UFindUs.com. The wont always be seen at the top of the page but they all appear on the first page someone comes to and they will rotate to make sure everyone gets to be at the top in turn. Our directories received vast numbers of hits, UFindUs has had over 4million since the start of the year and is steadily growing month on month. So far this month searches relating to the Costa Blanca are standing at over 150 and this number will no doubt also be increasing as more people look to book holidays for later in the year. |
| Www.ufindus.com | Hi lafra123, Without being able to locate your account I cannot check for certain but I am sure that if you had advised us at the time of any problems on your listing it would have been altered. Also anything that appears on the UFindUs directory as an enhanced (paid for) listing will by default appear on the first page of any searches. I am sure that you would have been found on the listing again and again. I can’t however speak for when you had the package due to being unable to confirm any dates but UFindUs.com is currently continuing to build on its success year on year, month on month achieving huge levels of internet traffic as well as additional business for our customers. If you would like to contact me then I would be more than happy to look into your account history. Not only this but I will gladly provide you with our Customer Street package free of charge for you to evaluate both our customer service and also the level of business it will generate for your business. Please email me directly at ad@customerstreet.com. I look forward to hearing from you. Graham Armstrong |
| Ufindus.com | kcc, it is not possible to identify you from your posting but if you would like to contact myself at ad@ufindus.com I will be happy to arrange for your case to be reviewed. I look forward to hearing from you. Graham Armstrong |
| Ufindus Ltd | Kevin, having looked through our records I have not been able to identify your account which makes it very difficult to comment on your posting. I would like to point out that it would certainly unusual for someone to pay for a full year in advance, but also that even if your package was paid for in advance you would still have received your welcome pack which would have included the terms and conditions that were also available on our website. Please contact us so that we can take a look at your account as we are more than happy to try to resolve this for you. Graham Armstrong |
| Ufindus | Hi ASG, There are obviously two sides to this and having look ed at your file it would seem that the only reference to the email address not working was made over a year after taking the product out and that other changes to the listing which were made (around 9 months after you took the product out)as soon as they were requested. The first steps guide which was sent to you when you took the package out detailed the steps that you needed to take to set up the forwarding on the email address info@(domain name). I believe that most things can be worked through by discussion and I hope that we can address your issues and bring about a resolution. |
| Iomart Ufindus | Hi Scott101, I think that you have answered your own comment. The contract that you took out does very clearly state that it will automatically renew, as with the majority of similar contracts, unless it is canceled before the renewal date. Our contract is approved by trading standards and is no different to lots of contracts issued for things like mobile phones etc. This information is on the terms and conditions on our website as well as you pointed out, in the welcome pack and also on each of the paper invoices that had been sent to you each month. The information certainly wasn't hidden away from you. It sounds like you are annoyed with yourself about the fact you never read the contract that was sent through to you and you failed to pick up on this point. Please however get in touch and I will go through your account. Graham Armstrong |
| Customer Street | Hi Brucey, We have tens of thousands of customers who are all very happy with the level of enquiries they receive. Very often we find that people aren’t aware of where the enquiry has come from because they don’t ask everyone they speak to where they came across their details. It may also be that some people say they found your site on the internet, when in fact it is Customer Street who have put the site there and promoted it so that it can be found. We don’t have a fast track queue for building the sites, mainly due to the fact that our premium design sites are usually built within a week to fortnight of us receiving the information that we request from the customer. It may be if there has been a delay in you sending the information in then we haven’t been able to complete the build of your site. There is no easy way to really find out how your customers find you unless you ask consistently. However if you don’t feel that either your Customer Street promotional package or your premium design website aren’t working as effectively for you as you think then please let us know and we will do our utmost to get things back on track. If you still feel that you are having problems then please call our support line on 0845 338 0500. Graham Armstrong |
| Ufindus | Hi Ufindusvictim, I think that your comments are deliberately missleading and despite your wish that UFindUs don't respond to you I think it is worthwhile addressing a couple of things in an open forum such as this. Firstly your comments about buying a domain name for "I think £200 or maybe £300" are completely inaccurate. You comment makes it clear that you cant remember the amount you paid and the fact that this payment is being attributed to the purchase of a domain name is also incorrect. It shows that you don't seem to be able to remember what you purchased as you admit that it was only after you gave your details you were told it was a domain name you had purchased. With all the packages that we have sold over the years we will always provide a domain name free of charge as part of the package, dependent on the package taken it may even be an additional one or two domains that are provided, again free of charge. Why is it that you don't want me to contact you and try to see if we can rectify your problems? It is fair enough that you feel you want to vent steam in this forum but I am at a loss as to why you blatantly don't want to make contact with us,despite what you say it seems that it is you and not UFindUs that have something to hide. Please do get in touch with me as I would like to try to help draw a line under this for you. The only other explanation for your posting and making it impossible for me to contact you is that you are not actually a customer at all and that you have other motives for doing this. |
| Www.ufindus.com | With reference to the comment made by AndiMillard at the end of October I am pleased to be able to state that two weeks after making the posting on here about UFindUs the issues were resolved and that AndiMillard is continuing as a customer. |
| Ufindus | Thanks Karen for taking the time to redress the balance with your comment made on 5th December. I fully appreciate that the issues raised can be emotive but, as I have previously said, the vast majority of comments that people make here can be resolved. It is always worth while to contact us and talk things through. If there is anyone else who feels they have a problem with either Customer Street or UFindUs products then please let me know. Graham Armstrong |
| Www.ufindus.com | In order to help keep everyone informed for the record I thought that people may be interested in the comment that Karen has posted on another thread on Blagger. "I would just like to say that since I submitted my blagger about Ufindus that I have spoken to Graham Armstrong and he was a very reasonable man. I would advise that if anyone has a problem to contact him. He phoned me regarding my collections letter that I had been sent and it has all been sorted out. Luckily they had a recorded conversation that i had made where i read out the letter from them saying my account was closed if I paid the £161, which I did. My case has been closed now and the collections dept have been informed to cancel everything. I was extremely upset about it from the beginning as the account was closed months ago and they had informed me of that by letter which they couldn't find and then they send me a letter from a collections dept to say I owe them £328 ! Graham had admitted it was their mistake and that it shouldn't of happened which I knew but it was nice to hear it ! The funniest thing is that after I spoke to Graham I found the letter that I thought I had got rid of, saying my account was closed so I guess I am one of the lucky ones. My advise is speak to Graham if you have a problem." KarenKille at 5th Dec 2007, 09:18PM |
| Iomart Internet Ltd | Hi Graeme.h I have located your account and will try to contact yourself to discuss the matter further. Just from a brief look over your account it would seem that some 15 months after taking your account out (and over 3 months past the first renewal date of your subscription) you were using your control panel to request changes to your account with no reference to cancellation of the account at any time before that date or in your communication to us on that date. And the upgrade that you talk about actually happened only 6 months after taking out your initial package which would suggest that you were happy with things at that point. Hopefully we will be able to clear things for you and I look forward to talking to you. Graham Armstrong Accountability Department UFindUs Ltd |
| Iomart Internet Ltd | Hi Pasha, I have not been able to locate your account on our system from the very brief information that you have given. Please contact me in order that we can take a closer look at your account in order to review things for you. I look forward to hearing from you. Graham Armstrong Accountability Department |
| Www.ufindus.com | Andi, as you are aware your case is still being dealt with over the queries that you have raised. Hopefully once these have been clarified then your account can be resolved. As regards the automatic renewal of your account, this is an standard clause in contracts. If you have, as a for instance, a contract with a mobile phone provider it will automatically renew after the initial contract period as per the terms and conditions. Our terms and conditions are very clear, and this point is also confirmed on the initial letter that you receive with your terms and conditions. The terms and conditions are easily accessible form our website as well as being sent to you in your welcome pack. I hope that is isn’t too long before your account can be resolved. |
| Iomart Internet Ltd | Empiremonkey, it sounds like you have an Easyspace account and not a UFindUs or Customer Street account. I am surprised about your comments about the Easyspace team but if you contact me directly at ad@customerstreet.com I will make sure that Easyspace give you a call back with a view to helping sort things out. I hope to hear from you soon. Graham Armstrong |
| Iomart Internet Ltd | Hi keirajc, Thanks for taking the time to put your positive posting about Customer Street and UFindUs on here. I don’t propose that we will be able to sort out every case as easily as yours but I can promise that we will do our best to reach a fair resolution. Being able to reach an agreement about an account will obviously require the cooperation on the part of the customer. Very often the reason behind customers saying they have been unable to resolve issues is because they have not been prepared to accept that their view on some things may not be correct. If customers refuse to talk to us we really don’t have much hope of being able to sort things out. If anyone wants to contact Customer Street and UFindUs to discuss their case with our Customer Support Team then they can do so on 0845 338 0500. Graham Armstrong |
| Www.ufindus.com | It is very hard to make comments about your positng as I am unable to identify your account. If you want to let me know your account details I will happily look into this and try to help you if possible. I look forward to hearing from you. Graham Armstrong |
| Iomart Internet Ltd | Hi petejoiner, I have now been able to locate your account. You contacted us to raise a case for our support team on 4th October, and we tried several times to contact you without success which resulted in Melanie sending you an email at 1.50pm that day asking you to contact us again which resulted in contact with you within 20 minutes and further contact from Melanie on Friday 5th. Your invoices were sent out in July and these are all readily accessible through your online control panel, a service that is provided for every customer inline with the policy of many other similar companies. At the time of writing this posting Melanie had promised that an agent would give you a call back in respect of cancelling your account, which you duly received on Monday lunchtime (bearing in mind you posted to blagger late on Friday night). The only dealings I can see with Jacqui were with regards to an issue of uploading pictures to your site. I have listened to the calls relating to this and can confirm that this same issue was successfully dealt with by Jacqui in May this year, and after both conversations with her you seem to have fully understood how to do this. It is my opinion that there is nothing wrong with the level of service we have provided for you and your questions have been answered promptly and effectively and I am uncertain of what it is that you are really finding fault with. Graham Armstrong UFindUs Ltd |
| Iomart Internet Ltd | Hi Mart Victim, from the sounds of your comment it is a good number of years since you had any dealings with ourselves. I am sure that you will have seen that there have been a great deal of beneficial changes over the last 18 months and we have changed our terms and conditions to make sure that we now exceed our obligations to our customers. It is a shame that you feel the need to try to influence other people by making comments that are no longer relevant. Graham Amrstrong UFindUs Ltd |
| Iomart Internet Ltd | Hi Mart Victim, from the sounds of your comment it is a good number of years since you had any dealings with ourselves. I am sure that you will have seen that there have been a great deal of beneficial changes over the last 18 months and we have changed our terms and conditions to make sure that we now exceed our obligations to our customers. It is a shame that you feel the need to try to influence other people by making comments that are no longer relevant. Graham Armstrong UFindUs Ltd |
| Iomart Internet Ltd | Hi Robert, I think I have been able to identify your account and it seems that you didn’t cancel in 2004 but after discussion decided to continue with an upgrade on your account. Since then we have spoken to you many times to try to sort the matter out but without success. Graham Armstrong UFindUs Ltd |
| Ufindus | To date "JoGarnham" still hasnt been in touch with me to discuss the detail of her posting earlier in September. Graham Armstrong |
| Iomart Ufindus | Hi Anita, Please get in touch with me and I will have a look at your case for you. Unfortunately from the brief information that you have given here it is impossible to identify your account details and make an infomred response. Graham Armstrong |
| Iomart Ufindus | Hi Avery77, From your posting it certainly looks like you have not been happy with the service that has been provided. However I am sure that if you feel frustrated your account of events will be bound to portray UFindUs in an unfavourable light, and I do feel sure that if we were able to look at your account many of your comments could be satisfactorily explained. It is very difficult without seeing your account to make any valid comments as to what has actually gone on in the past but I would be more than happy to publicly explain our response if you would care to contact me at UFindUs. I look forward to hearing from you. Graham Armstrong |
| U Find Us | Hi bobyee, I think that before making a judgement on this I would like to know if you have contacted our support department to let them take a fresh look at your account. Whilst we cant promise to get anyone business we offer a service that will, in general get you excellent rankings on search engines and we have a range of online directories and trade specific portals that achieve fantastic levels of traffic. You also don’t state if your website was part of your original package or whether it was a bespoke site made by our web design team to your own specification. Please feel free to get in touch with me directly and I will be more than happy to have your individual case looked into. Graham Armstrong UFindUs Ltd |
| Ufindus | Hi Jo Please get in touch with me about your remarks that you have made. Unfortunately without being able to identify you on our system I am unable to check further into your comments to try to resolve things. Graham Armstrong |
| Iomart Internet Ltd | Hi mooncrystal, To put this posting in context, Customer Street is one of 1700 UK businesses featured on this site including some of the UK’s top brands such as Tesco, Barclays and almost every large company you have heard of. Being featured does not imply that the person making the posting is correct or that they are portraying an accurate description of their experience with UFindUs. Without knowing who you are it is difficult to comment on your own case but I am confident that if your account has now been closed then you will have dealt with someone within our support department who will have guided you through the process to close your account down and will have dealt with any issues you felt you may have had at the time. Graham Armstrong |
| Iomart Internet Ltd | Hi Wary, I read your comment with interest. What exactly is your connection with UFindUs or Customer Street. I would be interested to know and look forward to hearing from you please feel free to contact me at ad@customerstreet.com Graham Armstrong |
| Customer Street | Hi alurch, As you had also taken the time on Friday evening to email our feedback mailbox on this matter I was able to speak directly with you on Monday in order to look into the matter with a view to bringing about a speedy resolution. Our National Sales Manager has been in touch with you today and I have been informed that the issue has now been dealt with to your satisfaction and that you have accepted our apologies regarding your complaint. Graham Armstrong |
| Iomart Internet Ltd | Hi Brucie, You haven’t made it clear what type of package that you have purchased or when. If it is one of our packages then you are incorrect with regards to the 2 day cancellation period. For just under the last 12 months now we have been offering a 5 day cancellation period, which excludes weekends and which wont start until the date the welcome pack is sent out. The Rapidsites are some of the most successful websites on the internet, very often we will find that in under a week these sites will be achieving front page rankings on the likes of Google. We can’t promise this for every site we publish but in general terms their success Is truly market leading. If you mean that it was “useless” because it doesn’t look as swish as individual bespoke sites that you will pay many hundreds of pounds for then that is true. We are currently redeveloping our Rapidsite software to become totally web based which will improve functionality for customers as well as allow us to offer a more modern selection of skins for the sites. Customers do not need to fight to get their money back, if you cancel within the cancellation period then it will usually take 7 days to have the amount refunded to your account or card. |
| Iomart Internet Ltd | Just to advise that neither johnsw who posted on 26th February or foamy who posted on the 14th March have chosen to get in touch with me so that I can identify their details and look into their issues further. Graham Armstrong Accountability Department UFindUs Ltd |
| Iomart Internet Ltd | Hi lrcwoodlands, I have managed to trace your account and can advise you that the account is now closed. Now I know how to contact you I will give you a call and confirm the actions I have taken. This should have been closed earlier but had been missed in our accounts process. Graham Armstrong Accountability Department UFindUs Ltd |
| Iomart Internet Ltd | Hi lrcwoodlands, Sorry to hear that there seems to be some confusion surrounding your account. If you wish to contact me with more detail then I can have this looked into. Graham Armstrong Accountability Department UFindUs Ltd |
| Iomart Internet Ltd | Hi foamy, If you want to contact myself then I will be able to make sure that your query is answered. Please email me on ad@ufindus.com. Graham Armstrong Accountability Department UFindUs Ltd |
| Iomart Internet Ltd | Hi Johnws, I have sent you a private message as well, but unfortunately I am unable to identify your account from the brief information on here. Please can you contact me in order that we can clear this matter up. Graham Armstrong Accountability Department UFindUs Ltd |
