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Visit 21Sextury.com

21Sextury.com (5)

brotherlove (0) 01-01-11  04:13pm
No Badges TRUST USER?   YES (7), NO (0)

Non-existent Customer Support

Overall the 21Sextury network has great content, but you'll occasionally run across broken links (videos not found) or links that point to the wrong videos. Also recently with one of the subsites, Sweet Sophie Moone, they been posting pages for new content, but no actual links to videos or photos, in other words vapor content.

This leads me to their non-existent customer support. Don't bother submitting any problems through their web interface, you'll get a canned, automated email and never hear anything more. If you reply to the automated email you'll never hear anything. Also they never fix the problems you report, even easy ones like broken links. There is no other way to attempt to contact them either. No forums where customers can post, no ability to comment, nothing.

This is really a shame. They've got great content and tons of it, but these problems with occasional broken, wrong and missing links are simply inexcusable for a site of this caliber, especially if someone reports them. It's also inexcusable for a site of this caliber to have no customer support. This is the only thing holding them back and its something that should be easily corrected.

The complete absence of customer support would not keep me from (re)joining, but it's very frustrating if there's something you want only to find the links are broken or missing and no one that works there cares.

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Msg # User Message Date


JBDICK (20) Interesting comments brotherlove...

my take on this is. I think 21Sextury network/franchise is under serious threat from the smaller operators who are probably paying the girls and agents more frequently...

they need to re-invent themselves with some adjustment to the formula...new site layout...

no denying the girls are the most beautiful stable on the planet, with new content from girls like Michelle Moist, Mandi Dee, Blue Angel, Aleska Diamond, Ashley Bulgari, Sasha Rose, Ioana etc...

but the older girls need to be separated now so boys can play with new toys: girls like Sophie Moone, Sandy, Sandra Shine, Mandy Bright, Eve Angel... Sorry ladies we love you but the new girls are tighter and fresher...

so my suggestion for them would be to focus on the fresh talent instead of the long standing divas

note. don't get me wrong, I love the divas but given the choice I'll sit at the clean table when I eat in a restaurant as opposed to the one that needs to be cleaned for the next customer...

to sum up, go to the site and select models tab, then click on most active...guess who comes up, the divas who are probably the least active...change the business model/formula: most active in the last 3 months not since the beginning of time?

01-01-11  04:29pm

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brotherlove (0) REPLY TO #1 - JBDICK :

JBDICK, I don't necessarily agree with you comments, but hey people have different tastes and browsing styles. Personally I don't look through their content by active model or whatever you're suggesting. If you look at the new scenes that go up they have a wide variety. Yes you sometimes get some of their models that have been around a while, but Sophie and Sandy among some of their greats never go out of style IMO. They also bring on some great new girls.

Now, what exactly your reply has to do with their seemingly complete lack of any customer support I'm not really sure. Your reply seems more like a comment on something else entirely then addressing the issue I raised in my comment. Perhaps you're suggesting they have more important things to worry about? I would think responding to customers and fixing problems, especially easy to fix problems like broken links, to keep the ones you have would be important.

01-01-11  06:21pm

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JBDICK (20) REPLY TO #2 - brotherlove :

Hi brotherlove

Apologies if my comment did not clearly relate to yours in reply, I was a bit drunk last night when I logged on (no excuse though).

Essentially, I was agreeing with you that their customer support is suffering but was trying to suggest what might be the cause (IMO).

(IMO) they are losing market position to new sites and under threat are more focused on front shop rather than back office.

Part of that back office is bound to have included moving old content from older servers as they have grown and acquired and linking all that stuff must be an enormous task.

Like any large site, mixing old content with new content will end up with some links that are missing. I remember asking customer support for some Lucy Lee videos that they had listed but when you tried to save them, they didn't exist, the links were active but not working. They replied and explained that they were working through their older catalogue as a background job and these videos would eventually be moved across...

coming back to my main point in reply. A site always needs to keep its front shop fresh to attract customers but I agree with you that they shouldn't neglect customer support which they must be now doing going by your comment, the fact that they haven't even replied. I've had replies to my requests but no results, so whilst I was contacted nothing happened. I've since expired my membership but I was a continuous member for approx 11 months.

Again, apologies if I scrambled some comments with my reply, not intentional. I might have failed to make my point clear again but essentially, I think they are struggling now because they are so big, and some content and services are likely to suffer...again this is only my opinion.

Agree with you final comment though, I'm sure that at some stage I will be a member again, and will check with PU and TBP before I do.

01-02-11  07:09am

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RustyJ (145) REPLY TO #2 - brotherlove :

Strangely they have replied to me here though no matter how bad it might be via email. I agree, empty updates are frequent and sometimes theres a small file instead of complete video or photo zip.

It's almost as if they updated the scene listing first and only then started uploading the content to the servers so you might end up trying to download too soon.

01-02-11  11:29am

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brotherlove (0) REPLY TO #4 - RustyJ :

Well, I've seen a few links on new material at least a couple days old not working or taking you to a file not found page. Even more bizarre, in the case of a few recent new Sophie Moone items there wasn't even a tab for the video or photos so there simply weren't any links you could click. It's like they added a placeholder page without the actual content. That tells me that not only do they seem to not care if there are broken links for older content, but that they also don't care if the new stuff goes online properly. One of those Sophie Moone is from a couple weeks ago and there are still no tabs for video or photos on the page for it. It's simply amazing how they don't seem to care.
01-02-11  03:44pm

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Sandstone (47)
Hello Brotherlove,

There is a customer support, but unfortunately we indeed have too many ways to get there, and some are not handled frequently enough.
We are doing a major revamp on our system so this won't be an issue in the future.
In the meantime, I'd suggest to use the Live Help feature implemented on the join, model and scene pages, I'll get those mails and try to reply them asap (especially that Xmas is over ;) )

My deepest apology for the inconvenience and Happy New Year for you all.

01-03-11  12:21am

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brotherlove (0) REPLY TO #6 - Sandstone :

"we indeed have too many ways to get there"

Really? There is only ONE way to supposedly get help that I've found. Click on the customer support link, in very small text, at the bottom of the page. That takes you to websupportcentral.com. Then click on another small "Contact Us" link near the bottom of that page which goes to a problem submission form. I've submitted about 4 to 6 problems over the last 5 or 6 months using that form. The oldest was about 5 or 6 months ago. At least 3 or 4 were before December. Other then a canned email I've never gotten a real human response to any of them.

I could accept the whole, we didn't get to it because of the holidays argument if the only ones you hadn't responded to were recent, we're talking multiple submissions over several months with no human response.

If you have a "Live Help" feature you have it well hidden. I don't see anything on the Scenes list page or any individual scene's page. I don't see anything on the Models list page or any individual model's page. I don't see anything on any other pages either. What I'm telling you is there is no Live Help feature as far as I can see. I'm not sure why you would tell me to use something that isn't there. Nothing at the top of the pages, nothing at the bottom, nothing on the left side, nothing on the right side, nothing in the middle. I'm using FireFox 3.5.2. Does this feature not work with FireFox? If so that why not? I mean considering it has at least 25-30% of the browser market. Do I need Windows 7 (which I don't have) running the latest Internet Explorer (which I don't have or want) or something to make this supposed "Live Help" feature magically appear?

I am accessing your content through the subsite member.clubsandy.com, where I signed up. Does that possibly make a difference? Is this "Live Help" feature maybe only implemented through some main site? If so how do I get there and can I even log in through there since I signed up through a subsite?

I am happy that at least someone replied here. Unfortunately I don't see this supposed "Live Help" feature anywhere so I'm not so happy about that.

01-03-11  04:23pm

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