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21Sextury.com (11)

Monahan (38) 01-31-12  09:10am
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Unfortunate News About 21Sextury Customer Support

Three months ago I reported here how rapidly the Customer Support staff at 21Sextury responded to an issue. I love the content of their site and have been a member for a long time and their response to my issue was outstanding.

Unfortunately their Support function appears to have changed.

Suddenly, and with no warning, my access to the main site, 21Sextury, was locked right after the last monthly billing was processed. I now have access only to 21Sextreme.

Although I sent an email and submitted three customer support tickets, there has been no response of any kind other than acknowledgements that they have received my tickets, nor has there been any correction of the issue.

I am posting this comment here because I'm interested in finding out if others are also experiencing the same problems with the Customer Support function at 21Sextury.

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Comment Replies (15)

Replies to the user comment above.

Msg # User Message Date

1

pat362 (365) I'm not completely sure what your problem was. Did you have access to both networks prior to the recent changes? I know you now have to join both networks seperately if you want to get access to the complete content whcih was different in the past. I know because I have a 21sextury membership. Mind you that's not a huge problem for me because there is very little 21 sextreme content that interests me and since they now have the reward system then I simply use my points to buy the 21sextreme scens that I want.
01-31-12  12:44pm

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2

Sandstone (47)
Webmaster
Hello Monahan,

You are totally right about your complain and our deepest apology for the sudden drop of support speed. For a short period of time we had a bit of reorganization at our hand which kept us busy. Not to mention that - as usual - we struggled with numbers on the support department at the worst possible time (isn't that typical? :) )

Either way, now everything is back to normal, and we're working on the slightly piled up tickets with full speed. Though it may take a day or two to fully restore the balance, we will make sure to compensate everyone for the possibly lost time.

Please accept our apologies again, and everyone who might be involved.

01-31-12  02:07pm

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3

Monahan (38) REPLY TO #1 - pat362 :

Until the problem arose, I had access to both sites because I have been a continuous member since before the two sites were split.

The issue is that I am now blocked from the entire 21Sextury network. Hopefully the just posted response from Sandstone, the webmaster, means the problem is temporary. I'm optimistic this problem will be corrected because, until this incident, the support function has been quite good and timely.

01-31-12  11:14pm

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4

RustyJ (145) REPLY TO #3 - Monahan :

I too lost total access some months ago but I was left with -tury, not the -treme side so I'm quite ok with it. Too bad that the old subscribers eventually lost it but I guess I can get whatever little I want from the Sextreme with those points.
02-01-12  05:23am

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5

pat362 (365) REPLY TO #4 - RustyJ :

I hope you get to keep both sites but I suspect that at some point you will lose access to one of them since they have split them apart and they probably need to money from both membership.
02-01-12  09:40am

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6

Monahan (38) REPLY TO #2 - Sandstone :

All is back to the way it should be. About 12 hours ago I received an email that my access to both 21Sextreme and 21Sextury was restored. However when I attempted access the password failed.

About 30 minutes ago I received a new password that works.

Thanks Sandstone.

02-01-12  11:04pm

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7

Monahan (38) REPLY TO #2 - Sandstone :

Sandstone, It looks like your support function went back on break. The same problem you fixed a month ago has returned and I'm getting no response from your support team when I submit a ticket.

Can you check it out? Again?

03-03-12  10:06am

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8

Sandstone (47)
Webmaster
REPLY TO #7 - Monahan :

Sure, Monahan. I'll look into it first thing tomorrow morning.
03-04-12  05:57am

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9

Monahan (38) REPLY TO #8 - Sandstone :

Thanks. I'm looking forward to getting back to my daily 21Sextury fix.
03-04-12  11:20am

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10

Monahan (38) REPLY TO #8 - Sandstone :

It's now tomorrow morning and as you promised all is fixed. Thanks, Sandstone. (Some good stuff was posted while I was gone!)
03-05-12  09:38am

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11

Monahan (38) REPLY TO #8 - Sandstone :

Once again I'm blocked from access to the 21Sextury site and, despite submitting yet another ticket this morning, nothing has been done to correct the problem.

Note that the problem seems to occur on a monthly basis at the start of each calendar month and also just after my monthly renewal is processed.

I've been a continuous member since 26 August, 2010, a year and a half ago, so there's no reason I should be losing access to the entire site.

I'm sure it will be corrected again but the fact that it keeps happening is quite annoying. Worse, I keep losing two or three days of access each month while I await Customer Support to correct the problem.

The quality of the site makes it worth the wait but I really think something needs to be done to correct the problem permanently.

04-02-12  11:40pm

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12

Sandstone (47)
Webmaster
REPLY TO #11 - Monahan :

We are really sorry for the continuous problem, but unfortunately the issue is not on our side (or more fair to say, that not only).
To permanently correct it would require some work on the payment processor's part, and unfortunately we don't have real control over there, thanks to the secure nature of the transactions itself.

It is sure that the issue comes from the false synchronization between their system and ours, which modifies your subscription data in ours in a wrong way.

Nevertheless, I'll try to dig into the problem, call them and see if we can solve it somehow for good. Until then, let me ask for your further patience, and naturally we will add the lost days as a compensation.

04-03-12  04:26am

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13

Monahan (38) REPLY TO #12 - Sandstone :

Thanks, Sandstone. I'm looking forward to regaining access shortly.
04-03-12  08:29am

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14

Monahan (38) REPLY TO #12 - Sandstone :

The problem came up one more time on Saturday, 28 April. As requested I emailed your support team. NO REPLY and it's now 5 days later. I still don't have the access I paid for.

I love the site but this constant problem...and the lack of response by anyone, is truly a major problem with 21Sextury.

05-02-12  12:46am

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15

Monahan (38) REPLY TO #12 - Sandstone :

UPDATE - I just received a response to my ticket and was advised that the problem was corrected.
05-02-12  09:44am

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