Streamload – Mediamax – Nirvanix – The Linkup – Email From Steve Iverson – My Response.

Following on from Steve Iverson’s email response, here are my responses -

Text in Black Bold is the original email.

Text in Red Bold is Steve Iverson’s response.

Text in Blue Bold is my new response.

Hi Dave S,

Responses inline below.

That’s rubbish and you know it – you and John Hood are nothing but liars.

I don’t know what you’re referring to, but if can address a specific issue please do.

I am referring to you and your company.

Mediamax or the Linkup or whatever you are called this week hasn’t worked for two years, I know because I used to be a customer, firstly at Streamload and then I was forced on to Mediamax. I am not a customer now, I wouldn’t touch you with barge pole, you are the worst company I have ever used.

You are clearly an expert to pass judgment on how well our service currently works.

Yes I am an expert on how well your service ‘currently works’, it doesn’t work it’s as simple as that. I was a Streamload / Mediamax customer for 4 years, and I know about the two years I spent dealing with you as Mediamax and all the problems that went with it.

Thousands of people might use The Linkup everyday and thousands are complaining about it, are you blind or just stupid?

Yes, we have customer complaints, and expect some having lost customer files last year and anytime one introduces a new service, but we certainly do not receive thousands. As we finish this migration to The Linkup, I expect complaints to go down and customer satisfaction to increase significantly. I don’t understand your personal attacks, especially since I don’t even know who you are and you choose to write to me and post on blogs anonymously. Honestly, feedback to The Linkup has been very positive in general.

So what about the customer files you’ve lost this year, and this is not a new service it’s just Mediamax under a different name. The more I research you the more complaints I find, people are loosing files they have spent hours, months and years collecting due to your negligence and stupidity.

As for the personal attacks, well, you ‘run’ the company don’t you, you’re the man at the top, the big cheese – who else are we going to blame, take some responsibility you moron.

Where is your customer service?

We only provide email customer support, and I’m sure you now where it is – support@thelinkup.com. But if you’re not a customer, why do you care? Regardless, we currently answer 70% of all emails within 24 hours, and all within 3-days. I expect those numbers to improve with time too, but it’s not bad and better than we’ve done in the past.

I care because I know what it’s like to deal with your companies, and if by blogging about you I can put one person off using you then I have a result.

Why are you still trying to charge credit cards of old customers?

Some people had old accounts on MediaMax that were never fully cancelled – they had invalid payment details and their account was left in a state of limbo. Those accounts are still in a state of limbo and they still have invalid payment details – we have no mechanism to charge them even if we wanted. The Linkup’s new billing system has a process now to weed out those old accounts or people who have invalid payment info.

My old account was cancelled and I made damn sure of it, so how come you still tried to bill me two weeks ago.

Have you never heard of Database Administrators?

The simple fact is you don’t know who you’ve charged and who you haven’t.

Why doesn’t anyone ever answer the phone?

We don’t provide telephone customer support – it would be cost prohibitive. But given you’re passion for discussing all-things-MediaMax though, I’d be happy to take a call. How does 11am PT Monday (tomorrow) work for you?

In this day and age where methods of communication have never been so prevalent, email, telephones, messaging and VOIP you can’t even manage to sign up for a Skype account and give your customers some means of actually talking to you – cost prohibitive – that’s rubbish.

Where have all the missing files gone?

As we posted on our old blog, we lost some customer files in June 2007. Those files are gone – they are nowhere and not retrievable.

Seeing as you have lost a lot of people’s very personal data, did you not think to email those customers and tell them, or offer some form of compensation?

No, and the reason is because you don’t know anything about customer service apart from how to get money out of them, and you don’t know who’s data you have lost and who’s you haven’t, your running a shambles!

And what about the files your loosing now Steve, where are they going?

Why isn’t there an option to cancel or remove credit card details?

You can cancel at anytime by clicking on “Upgrade” and then “Unsubscribe”.

Steve, have you ever heard of web accessibility standards and semantic markup, you know, about putting everything in it’s right place?

Which idiot builds a website and puts the unsubscribe button in the upgrade section?

Would you trust a storage company who lost your possessions and couldn’t careless but still charged you?

I agree it’s going to take a lot to win back customer confidence, but we do care very much about our customers and assuring that that does not happen again.

You’re not doing very much to justify this statement are you Steve?

The reason you keep re-branding is because it gives you a chance to run.

MediaMax was not a good product or a success for our company. So we’ve launched something new – The Linkup. What is your concern here?

You haven’t launched something new, you have just re-branded.
You can fool some of the people some of the time Steve.

Mediamax was not a good product is the understatement of the last two years and The Linkup will be exactly the same, the give away is that John Hood is already spouting the same rhetoric on blogs to people when they have complained.

I’ll tell you want I want Steve; I want to see you in a court of law for deception and theft. I hope it happens soon. Have a crap day like most of customers trying to use your service.

Dave.

Let me know if you’d like to continue this conversation via email, or like I said, tomorrow at 11am Pacific Time works for me… Or suggest another time. I can provide a toll free dial in number.

Why don’t you provide a toll free number on The Linkup website Steve, where your customers can speak to you ?

As stated, I just hope I can stop one person from ever using your company and having to go through all the problems that a lot of customers suffer, and to be honest having read some of the comments on The Linkup blog, you’re already doing a good job of that yourself.

-Steve

I didn’t ring Steve Iverson, despite he’s offer.

I wanted to provoke some response and I managed to do that, and I hope by reading all the information I have provided it will save someone from giving these people their files and credit card details.

If someone wants to speak to Steve Iverson, please let me know and I will be happy to email him back and take up his offer.