out-of-the-ordinary customer service from eSpotting

[Iknow2little]

Anyone else experiencing out-of-the-ordinary customer service from eSpotting?

Espotting's Support always answer my queries straight away. Not this time.

I think I have asked them a very simple question 2 weeks ago, and they are still working on it, I was told (again) today?

Up till now eSpotting has been excellent. i.e. A living person answering the phone. Easy to use, comprehensive reports, consistent and fair with reviewing the descriptions...

Anyway I was just wondering whether eSpotting is going down the drain, or maybe I actually asked them something interesting?

[tigger]

I've been using Espotting for sometime and I've not got any complaints with the service they offer me

[Shak]

Espotting customer service has improved so much over the last year, that I am surprised that this incident has taken place.

They are 1 company I have found where you can actually speak to the likes of Founder, CEO, Head of Sales etc etc.

I would try phoning them up and asking to speak to the Head of Customer Service/Client Relations.

or alternatively post the question here (if not too specific to your own business) as there are many Espotting clients on Webmasterworld, who may have the answer to your question.

Shak

[tigger]

Shak.

Perhaps we should post our account details so they can pay our commission direct :)

[Iknow2little]

Wow People! Thanks 4 the quick response :)

My question probably is alright for the forum, but hey it would problably just bore you all.

Anyhow, I'll give it a go

I have a problem identifying the nature of one of my top referrers <snip> coming from eSpotting. I just asked them about 2 weeks ago 4 more info on it, as I had never heard of it. No asnwer...

I have already called a number of times, they tell me that they are actually working on it. I just have no clue why it is taking them so long? And, I guess I expect them to at least warn me about the delay... Maybe my standards have been set too high?

Hmmm, I think I will wait 1 more day, and then ask for a manager..

Thanks!

[edited by: engine at 3:46 pm (utc) on April 29, 2003]
[edit reason] No specifics, thanks [/edit]

[Shak]

Max Moore or Satish at Espotting should be able to give u the answer.

go straight to them and ask them what its all about, if they get lippy then blame it on me :)

I know in the past they have always been very helpful on these sort of things.

Shak

[tigger]

yep I agree with shak give them a ring I'm sure they will clear matters up for you

[Iknow2little]

Thanks Shak you rule!

So I am not crazy here, right? And no worries, I'll try and stay polite :)

[Iknow2little]

For the people interested...

eSpotting has called me, and everything is cool now.

They apologised for taking so long, and they actually refunded me for clicks that I do not need. And that only because they agree with me that that particular traffic from that site is not what I want...

Very cool, very impressed!

PS Shak, Daniel McIntosh helped me, no need for Heads this time ;)

[tigger]

glad to see it all worked out ok for you

[Iknow2little]

Hey Tigger, thanks for your help too of course!

:D

[bada_bing]

Daniel McIntosh is starting to get himself an excellent reputation...he's the man when it comes to getting straight to the point and sorting your problem..

[sammyp]

Mmmm... not entirely convinced! I also have been dealing with Daniel. My first query was dealt with not at all well, two weeks before a substantive reply. The second query (overbilled), though admittedly not dealt with by Daniel, promised that I would get a credit the next day and an e-mail confirming it. Two weeks later nothing. Daniel now dealing again and he has promised to respond by 6/5. We shall see. I have to say that when I phone up on a general enquiry and Daniel answers the phone, it doesnt impess upon me that this is a significant organisation. But I wont hold it against them for the time being.

[pandabear]

Well to be honest I cant complain about Dan I have found him extremely helpful and if he cant answer my question he is always quick to find out off someone else whats the best thing to do....
Wish there were more like him that worked there...

[sammyp]

An update, daniel has now come back and agreed that 30% of clicks last month were fraudulent. Now my new best friend.

[Bobby_Davro]

30%...blimey. That's a massive percentage. Do you know and can you prove who is responsible for it?

[sammyp]

Im pretty sure who it is but no I cant prove it. Mainly because I dont know what I am doing re tracking though I am on a very fast learning curve at the moment. Ive been using PPC for over a year and always knew that not all clicks would be genuine. However, in the last three months click fraud has been a real problem. Funnily enough, a competitor surfaced about three months ago. Furthermore, I noticed money zooming out of my account like a bar of soap every time I got ahead of that competitor, but no enquiries coming through. The market I operate on is v competitive. On espotting top 15 search phrases are around £5 even to get at No 3. Overture is double that and Google triple. The click fraud has been spread evenly across about 12 search phrases, and across partners of espotting. They know what they are doing. Obviously I need to devote time to tracking and am now looking at the software options. Any suggestions?

[Bobby_Davro]

You should inform Espotting of who you think it is - they may also receive complaints from other companies advertising in the same keyphrases.

I am not very experienced in tracking PPC traffic, but AFAIK it is the IP addresses that you need to be looking at. If you can show that all the clicks that you think are fraudulent are by the same IP address, or even the same ISP, then you may add some real strength to your complaint.