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Webmaster : Sumom Ltd (9)

View Feedback:   Replies (18)         Other:   Site Feedback (262)   |   Replies Received (14)

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1
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REPLY TO #4 from xraix: (Sumom Ltd's Reply)

Hi,

contrary of what "Nicky" says here she does not react in any way ... she does not answer emails sent to her concerning cancellation issues and I doubt she forwards them ... well, she might forward them with a note to ignore that douchebag wanting to cancel as long as possible.

Woody is perfectly right.

Hoping many people read this.

xraix


05-07-14  11:43am

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2
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REPLY TO #3 from Marcus: (Sumom Ltd's Reply)

Why do so many people have problems unsubscribing from your site? Seems not a week goes by without some PU member having problems. With respect, are you trying to scam people?

03-06-14  02:27pm

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3
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REPLY TO #4 from thrashyman1: (Sumom Ltd's Reply)

I to am having a terrible time with centrobill. Charges are still appearing even after talking with the support rep to cancel my account. I have emailed both you and Nicky and would like a quick resolution. A different billing provider or complete policy change might be in order to make the customer experience better. Right now I dont know if I will ever come back to this site.

03-02-14  12:27pm

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4
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REPLY TO #15 from bibo: (Sumom Ltd's Reply)

[quote]In most cases the delays were caused by missing cancellation confirmation e-mail from the requesting member.[/quote]

The big Q here is, why you would require a confirmation email from your customer in the first place and why you don't TELL your customer during the cancellation process that he needs to send you a confirmation email to complete the process. Call me blind but I didn't notice any mentioning of an email when I clicked the "cancel" button. All I got was a message that my case is taken care of. And I usually don't read each and every mail that lands in my spam folder. Oh wait... maybe that's the point?!

[quote]Once the cancellation request has been received, it is forwarded to our customer support representative, who initiates contact with the requesting member and asks for a confirmation of the cancel request.[/quote]

Why on earth do you forward a cancellation request to a representative (who then - magically - never bothers to reply)? Cancelling a subscription is the most fundamental form of seller/customer interaction. It's a simple check out and if you want to retain your customer, you can give him a chance to rethink this decision during the process like all the other billing companies do. ON the website, DURING the process. It's not that a cancellation request is something that requires careful consideration and evaluation by an employee.

[quote]Centrobill is a reliable and legitimate billing processor which has served us very well for a long time already. It has a good reputation among its clients[/quote]

It's borderline cheeky to post stuff like that in reply to the ammount of problems that are discussed on this site, especially considering that the ammount of people who are posting here are just a tiny fraction of all the customers out there, who are facing the same problem minus your generous "send me an email and I'll sort it out for you" support. For them, I guess the only way to avoid being billed to eternity and back by your non-existant customer support is to block their cc.


03-01-14  05:27am

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5
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REPLY TO #14 from Marcus: (Sumom Ltd's Reply)

And today yet another PU member has a problem:
http://www.pornusers.com/replies_view.html?id=87990


02-23-14  09:48am

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6
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REPLY TO #9 from sevencity77: (Sumom Ltd's Reply)

I haven't been contacted by anyone yet and my account is still active. I have refered this to my credit card company for further action.
I can't believe the length of time I am trying to get a decent reply to my requests. This is one of the worst customer experiences I had for a long time, and I wokr in client service myself.

Thanks
Oliver


02-04-14  12:10pm

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7
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German Goo Girls
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REPLY TO #2 from woodyxxx: (Sumom Ltd's Reply)

They are always VERY quick to answer these complaints, but they don't really have the intention to do anything.
-they STILL like to trick you to sign up for another paid website at an extra $34.95 pm in a very sneaky way
-they have NO respect for your privacy: they pass on your real name to spammers and you get spammed to death with your real name all over the internet
-they still REFUSE to properly inform you on their website on how to cancel an account making the procedure unnessecary difficuylt. ALL subscriptions can be cancelled direclty and without pain here: https://centrobill.com/consumer/
GGG/Eurorevenues simply lies to you when they say that it cannot be done this way. It's CentroBill that handles the accounts, NOT EuroRevenue: they are the middleman.

Eurorevenue has no intention to treat their paying customers with any respect, making it impossible to legally watch online GGG movies. And that is a shame.
It's VERY unwise to trust these people with your credit card info.


02-01-14  06:07am

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8
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REPLY TO #1 from hs1648: (Sumom Ltd's Reply)

Just want to throw in my two cents here.

I can see that several users have been posting about being unable to cancel their memberships, and that this has been going on for a while now.

These problems should be sortet out ASAP. Not only are people seeing it as an unethical way of treating customers, but it is probably scaring away potential customers. Myself being one of them.

I have been wanting to join this site for some time now, but that won't happen until the problems about membership cancellation are fixed. I simply can't trust this site at this point

That sucks, because I really like the content on germangoogirls.com, and I would have been happy to join otherwise


02-01-14  04:11am

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9
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REPLY TO #1 from woodyxxx: (Sumom Ltd's Reply)

"But you should also be able to make a cancelrequest via the form on our members area."

O really, Nicky??
That's not what your ToS 7.4 says: it explicitly states that using the form on e-support24.com is THE ONLY way to cancel the membership. This is a lie.

And what does your FAQ say about cancelling a membership? O yes, you "forgot" to include that in your FAQ.

Here is for everyone else who is cheated by this club. Go to this web-address: https://centrobill.com/consumer/index.php
There you will find buttons to cancel any membership instantly, an overview of all your payments, and a button to reclaim any payments that you consider unfair.
This way you directly deal with the people that actually control the memberships and payments, rather than these eurorevenue folks.
Also, this is the only way to make clear to centrobill.com that one of their clients behave in a unacceptable fraudulent way.

Still, also make a complaint to your creditcard company; they will contact centrobill.com and this way it puts pressure on them to deal with their client Eurorevenue.

Last, contact-info of the actual GGG movie company can be found on this page: http://www.ggg-film.de/ggg-john-thompson/info/
John Thompson Productions is very active in fighting piracy, and they'll be interested in hearing stories on how their fans who watch their movies in a legal way get cheated by the company that has exclusive rights handling their online content.

This behaviour has to stop.

PS:
-CENTROBILL has officially acknowledged my membership is cancelled (within 24 hours they replied)
-CENTROBILL has accepted my request for a refund

..and after all that: the eurorevenue-support send me a short message "Sorry for the late answer due to our technical difficulties. We have already processed the issue.."

Yeah right.. "technical difficulties". How hard is it to put a hyperlink to centrobill.com? 30 seconds work??


01-23-14  02:52am

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10
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REPLY TO #2 from woodyxxx: (Sumom Ltd's Reply)

OK, "Nicky" replied:

"Hi I have forwarded this to the customer support. I myself can't do the cancel or refund but I can personaly email them which I have done now.

Best,
Nicky"

Note how she doesn't really say anything. To which 'customer support' has she sent it? Eurorevenue.com? Or Centrobill.com?
And of course, she herself can't do anything. And again: NO confirmation that my subscription has been officially ended.

It is better to address centrobill.com directly. Also you can cancel your subscription there. When you log in with email/username/last 4 digits of your card, you can see an overview of all your creditcard transactions, click the 'refund' button, and explain why this transaction was fraudulent.

As far as I understand it now: centrobill.com is the company that actually does the financial transactions and keeps track on who is a member of what side.
"Nicky" and "eurorevenue.com" are the owners of the websites, and use centrobill.com services.
I have a good feeling that the problem isn't with centrobill, but with eurorevenue.

What I am going to find out is what the relationship between eurorevenue and the actual GGG/John Thompson company is. I can't imagine this is real GGG policy. I think Eurorevenue simply buys the license for their online streaming/downloadable content.

So, it might be a good idea to contact GGG as well. I will update when I find out more.


01-22-14  07:45am

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11
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REPLY TO #1 from woodyxxx: (Sumom Ltd's Reply)

I have done that last night to the email address you provided in another complaint thread; I forwarded my email to this address.

Apart from what I want (cancelation of my subscription, and refunding of the money that was unrightfully taken from me on Jan 16), there is a general thing that I want:

-you do NOT provide proper information on how to cancel a subscription
-you DELIBERATELY make it very vague and difficult for people to cancel their subscription.
-while subscribing, you try to trick people into subsribing to other sites without properly explaining to them it will cost them more
-you "thank" your paying customers by selling their personal info and emailaddress to spammers; up to the day I subscribed I had zero spam; from the day I did, not only is the amount of spam increasing every day, it also uses my real name. You were the only company that ever had my real name connected to this email-account. I know you are going to deny it, but I am 100% sure that either you, or the billing company caused this, and I am extremely unhappy with this.

How can you complain about piracy if you treat your paying customers like this?? This is completely disrespectful, and not only it chases me away from your website, but I will definitely think again before joining another one.

Do not steal from your customers. Do not abuse the trust that your customers have given you by providing you with personal information. Is it really necesary that a bonafide company should be reminded of these things??

So, it's not just about 34.95; it's about your company's policies. They are extremely bad.


01-21-14  12:07am

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12
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REPLY TO #1 from tangub: (Sumom Ltd's Reply)

That's 3 reports in 3 weeks from 3 different users on the same subject. About time you got to grips with your customer service!!

01-19-14  02:56pm

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13
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REPLY TO #1 from PeTho: (Sumom Ltd's Reply)

I've already sent you an (unanswered) email on January 9th, but OK, I'll send you another one...

EDIT:
And sent...


01-14-14  08:43am

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14
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REPLY TO #2 from tdq4567: (Sumom Ltd's Reply)

No, not a browser issue and the charge cleared on my CC. Sending an email to Nicky now.

Thanks for the quick reply.


08-22-13  06:20pm


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