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Instead of renewing, Yahoo cancelled 5 sites
has anyone else encountered this problem
Marnicola

10+ Year Member



 
Msg#: 1492 posted 7:22 pm on Sep 26, 2003 (gmt 0)

In June, our (web design) company had 5 clients due for auto-renewal to Yahoo. On July 1 I noticed that not only were they not renewed, they were missing (found in my inactive file) and upon further investigation, they were cancelled. It says to e-mail if this cancellation was in error. It was, so I did. E-mail reply said to call Customer Care for the most efficient assistance. That was July 3. I've spoken with several folks on numerous occasions: All they can determine is that an end date was assigned to the accounts and it must be a problem on their end (I did not cancel any of them; I am the only one who handles or has access to the Yahoo Account and my credit card was good). They suggested I monitor the directory and when my listing drops out I can resubmit. And that they'll look into it and let me know. Apparently all they can do is send a e-mail to corporate (and they can also cancel accounts - but they cannot reinstate, etc.) Finally in mid-Aug one of the customer reps said he can ask that those accounts be removed from the directory so I can resubmit. I waited a week and then resubmitted. All were approved on 8-22 and were supposed to be added to the directory shortly. Today is 9-26 and still no listing. When I complained last Friday, I was assured I'd hear from someone soon. It's been a week and still nothing. And to make matters worse a "new" client (due to be renewed on 9-30) is now in my inactive file. Help! Does anyone know anyone I can actually talk to that help resolve this matter? or have you had a similar experience? Thanks.

 

Tribewolf

10+ Year Member



 
Msg#: 1492 posted 9:31 pm on Sep 26, 2003 (gmt 0)

You should have just left it all alone. Yahoo almost never removes a site that doesn't renew their directory payment. I have one that is almost 2 years old that was never renewed after the first year.

2_much

WebmasterWorld Senior Member 10+ Year Member



 
Msg#: 1492 posted 5:39 am on Sep 28, 2003 (gmt 0)

Hi Marnicola, unfortunately the only person I knew in Yahoo got fired long ago. Your best bet is to try to keep getting through to customer support. If you threaten them with a chargeback you can often get more to happen.

Marnicola

10+ Year Member



 
Msg#: 1492 posted 5:43 pm on Sep 28, 2003 (gmt 0)

Thanks for your help, everyone. I spoke with our company's legal counsel and she advised I ask to speak to a supervisor until I get someone who can help. That process actually took all afternoon (past 5p) and quite a few calls. (Interesting business practice: Some supervisors do not talk to customers.)

Since we paid for an expedited review and then got approval (which means listing appears in a few days) and our site still did not show up 4 weeks later, we had the basis for some legal action (justified). With that knowledge, I eventually I did get to a real person who was actually helpful.

Good news for non-commercial sites:
if you pay YAHOO for an expedited review and are approved then you don't need to pay an annual renewal fee - so the 5 sites in question (although no one knows why they were flagged to be cancelled), they do not require payment to be renewed (and yes, they are going to refund my recent resubmission fees). Patience and perseverance paid off (literally)in this case.

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