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messmer (137) 01-27-11  10:42am
Rookie Badge  Talk Back  Comments  Pollster  Top Monthly User  Hardcore Badge  Trusted User  Male Profile TRUST USER?   YES (72), NO (1)

Sloppy Bookkeeping!

Just got a notice that my membership had expired despite the fact that I still have almost 3 weeks to go. They weren't slow in cutting me off either! That's why I appreciate Billing Companies like Epoch and CCBill who have never made a mistake like that in connection with a cancellation. I sent KarupsOW an email and we'll see how promptly they re-instate me, if at all.

Update: I finally got a response after three emails and apparently there's a glitch with their Billing Company that affects users who signed up around Jan. 15 and later. They are working to resolve it and will add additional days to the subscription as a compensation. Review being restored to its original score.

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Msg # User Message Date


Capn (28) I thought those were the billing companies they used?

Cap'n. :0/

01-27-11  01:32pm

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messmer (137) REPLY TO #1 - Capn :

Nope. This was on the subscription confirmation:

"Your transaction has been processed by EENT, Inc. through RSBilling."

Still haven't heard from KarupsOW Support yet!

01-27-11  04:07pm

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Capn (28) REPLY TO #2 - messmer :


Not heard of them before.

Cap'n. :0/

01-28-11  12:21am

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messmer (137) REPLY TO #3 - Capn :

01-28-11  09:28am

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Capn (28) REPLY TO #4 - messmer :

Yes it is frustrating.

Mind you, so is 6 weeks & counting for CCBill to get their GEOIP database sorted. STILL waiting!

All a matter of scale, I suppose.

Cap'n. :0/

01-28-11  10:30am

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messmer (137) REPLY TO #5 - Capn :

I'm afraid I'm not a very patient person, Capn, because after firing off a third email I just downgraded my review. A plea for help should be answered immediately even if it is in the form of a ticket advising one that steps will be taken to correct whatever is wrong. The deafening silence on their part really grates on my nerves. It's like shouting into a void.
01-28-11  10:51am

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Capn (28) REPLY TO #6 - messmer :

Like I said.

I know that feeling well.

I don't know if it is better or worse.
With CCBill I get the Goldfish Scenario.
'Oh is there a problem.'

Here we go again! :0/

In your case it is difficult to know if the problem is the Webmanager or the billing company.
Either way there should hsve been some response by now though.

Hang in there.

Cap'n. :0)

01-28-11  11:14am

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Karup (15)
Hi messmer,

I know the issue has already been resolved and that you spoke with Brent about it, but I just wanted to drop you a quick line on here to apologize once again. It was a lousy situation that was out of our hands, unfortunately. We did what we could to make it up to the affected members once it was resolved, but that of course doesn't make it right.

Anyway, all of us appreciate you being cool about it, especially since it was a very stressful time.

Let me know if there is anything I can ever assist you with.


02-02-11  05:21am

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messmer (137) REPLY TO #8 - Karup :

No apology necessary, Jeff, because glitches will happen. I would not even have written the comment above if there had been a reply to my first two emails.

Someone on your side had put an extra com into "reply" and emails ended up being addressed to "support@karupsow.com.com" as I found out a day later when my emails were returned as undeliverable. Until I was aware of the reason it had me steaming about your lack of response, therefore my initial reaction.

But, as you said, the issue has been resolved amicably, all is well, and I do want to compliment you on a fine site (I've re-joined) and also want to praise Brent for his prompt replies and helpful ways. Keep him and give him a raise, he's worth it when it comes to public relations! :-)

A sincere thanks as well to KarupsOW for giving all the users affected by this glitch the generous extra time. That was a class act!

02-02-11  10:16am

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Karup (15)
REPLY TO #9 - messmer :

Thank you for the kind words. :) I agree with you 100% about Brent. He is without question among the best customer service/webmasters we've had.

In regards to the bounced e-mails, we looked into it and sent a couple of test mails with the same settings, but were not able to duplicate the error. The "from" field came through as "support@karupsow.com". Do you recall if the e-mail address that it came from was "support@karupsow.com.com" or if the extra ".com" only showed up when you clicked reply in your mail client?


02-03-11  02:37am

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messmer (137) REPLY TO #10 - Karup :

Hi Jeff: This is the reply I got from Brent on Jan. 31 concerning the extra com:

"As for the extra .com - I was told it was a typo put into the template on our backend. It got fixed on Saturday, but after you got the second email with it in it."

I guess you were not able to duplicate the error because it has now been fixed.



02-03-11  09:21am

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Karup (15)
REPLY TO #11 - messmer :

Hi Messmer,

Indeed, Brent had mentioned to me over the weekend as well that the webmaster who sent the mailer had replied saying that the issue was fixed. The original webmaster that sent it actually couldn't find where the problem went wrong, but after checking it thoroughly, he felt confident to let Brent know that any issue is now resolved.

No worries, you'll receive another one of those mails the day your current membership expires. If it happens again then, please do contact me here or via e-mail.

I appreciate your continued replies & effort. :)


02-04-11  04:06am

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messmer (137) REPLY TO #12 - Karup :

Oh, if it happened again you would hear from me, alright, Jeff! :-) But this time I would be smart enough to take out the extra com!!
It's been a pleasure talking to you,


02-04-11  12:01pm

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Karup (15)
REPLY TO #13 - messmer :


It's been a pleasure talking to you as well. Thx again for all of your help & patience and I'm sure I'll talk to you again sometime in the future.


02-07-11  02:24am

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