Look how old this is! I post at SearchCommander.com now, and this post was published 15 years 2 months 26 days ago. This industry changes FAST, so blindly following the advice here *may not* be a good idea! If you're at all unsure, feel free to hit me up on Twitter and ask.
I had a ski shop in the 80’s, and in the 90’s I was a retail manager with GI Joes, Ross Dress for Less and Office Depot.
I ran my own computer store from 1997 to 2002, and handled hundreds, if not thousands of customer service issues, and each one required using good judgement and some common sense.
There’s an internet marketer named Robert Plank who’s put out some really cool packages over the past year, and I’ve bought several. Sunday though, I was trying to use one of them, and was having some trouble, so I sent an email support ticket to get an updated version. What you see below, is my email chain with him over the past couple of days.
Robert has good products, and can probably teach you a lot of valuable lessons, but few may have the impact of this one, about how *not* to take care of a customer…
Read it from the bottom up, so you can see the progression of this complete waste of time.
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From: “Scott Hendison – Search Commander, Inc.”
Date: Wed, 30 Sep 2009 05:30:23 +0000
To: Robert Plank;
Subject: Re: Action Popup 2.3.6 outdated?
Well Clickbank isn’t a payment method, so I don’t follow you… Jeez, you really impressed me before, but I think your success has gone to your head.
Would I really ask for an update on something I didn’t buy? Would anyone? I gave you transaction ID’s for all that stuff I’ve bought from you below, and even a screen shot with the exact date showing of my package download.
If you can’t trust me, fine, screw it, it’s not worth my time, other than to blog about this prime example of how not to take care of a loyal customer. I have to catch a plane at 6am for Elite Retreat NYC, so g’night, and best of luck to you.
Scott
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From: Robert Plank
Date: Tue, 29 Sep 2009 21:49:57 -0700
To: Scott Hendison – Search Commander, Inc.
Subject: Re: Action Popup 2.3.6 outdated?
Scott,
I take both paypal and clickbank.
It’s not running you through the ringer, all I need is a proof of purchase.
Robert
On Tue, Sep 29, 2009 at 9:05 PM, Scott Hendison – Search Commander, Inc. wrote:
So Robert, by your lack of response to my last email, should I just assume I’m out of luck?
If you seriously think I’m trying to screw you out of $49 bucks, I have to tell you I’m a little surprised. Believe me, sending you an email about it in the first place was barely worth my time, and I had no idea you’d run me through the ringer like this…
Scott
From: Scott Hendison – Search Commander, Inc. [mailto:[email protected]]
Sent: Monday, September 28, 2009 11:06 AM
To: ‘Robert Plank’
Subject: RE: Action Popup 2.3.6 outdated?
I would think it has to have been this one –
(Unique Transaction ID #64997908FC247313N)
But that one says it’s for another product, Enhanced Sales Letters –
I bought it as part of a package I think, a week or two after that one in one of your rotating price sales
Here are all the others I can find for [email protected] –
(Unique Transaction ID #58L60422ET549384R)
(Unique Transaction ID #43602502DS160741S)
(Unique Transaction ID #8PV30661JP0066532)
(Unique Transaction ID #10328617GF564851X)
Jeez Robert, I know damn well I bought it – did you ever take credit cards direct, or with other payment form than Paypal?
This is crazy – and I think I bought it April 10 with that whole package – I swear I’m not trying to rip you off, Robert…
Scott Hendison
SEO Automatic
Search Commander, Inc.
877.241.4453
From:[email protected] [mailto:[email protected]] On Behalf Of Robert Plank
Sent: Monday, September 28, 2009 10:37 AM
To: Scott Hendison – Search Commander, Inc.
Subject: Re: Action Popup 2.3.6 outdated?
The payment would have been made to [email protected]… how long would it take to check all the paypal accounts?
Robert
On Mon, Sep 28, 2009 at 10:32 AM, Scott Hendison – Search Commander, Inc. wrote:
Aww, I don’t seem to have it – We use multiple paypal accounts and normally I file the receipts, but I guess I didn’t… Theres nothing in my paypal for you on April 10th…
I’ve bought all these from you though – and even WP on Crack too!
Scott Hendison
From: [email protected] [mailto:[email protected]]On Behalf Of Robert Plank
Sent: Monday, September 28, 2009 9:46 AM
To: Scott Hendison – Search Commander, Inc.
Subject: Re: Action Popup 2.3.6 outdated?
Scott,
Send me your paypal transaction ID and I’ll send you a new download link.
Robert
On Sun, Sep 27, 2009 at 8:34 AM, Scott Hendison – Search Commander, Inc. wrote:
Hi Robert, I’m running Action Popup Version 2.3.6
Settings show this –
You do not have sufficient permissions to access this page.
Where can I get the latest version?
Damn, you’d think the guy was trying to verify a $25000 purchase through an escrow account or something.
This is a prime example of people so freaked out about their work possible being pirated that they run the paying customer out.
To Robert: CHILL. Worry about the things you can control. Take care of the customer or they’ll take care of you (and not in a good way.)
Scott,
This blog post is very unprofessional… it makes you look bad.
I asked for a proof of purchase. It has nothing to do with anything “going to my head.” And yes, people ask me every day for stuff they didn’t buy, pretending to be customers, for many different amounts of money.
I have said repeatedly: show me proof you bought this product, not another product of mine, and I will give you the update.
If this makes ME look bad, then so be it, but I disagree. Robert, I admire and respect your knowledge and skill, and the heights to which you’ve climbed are remarkable. I do wish you continued success, but really, lose the attitude and get a clue. All your fans would probably tell you the same thing, and if they disn’t have their receipt, then they’d probably be pretty that you did this to them too. .
Robert, your customer service lacks in integrity. Period.
Not surprising to find out I’m not the only one you’ve screwed over.
Scott,
You are definitely the douche bag for posting this.
You harm someone’s reputation b/c you couldn’t produce a receipt. Why would anyone want to do business with you?
I don’t believe my reputation was harmed, and please no name calling. Not necessary. This is a customer service lesson and nothing more…
Wow. Reading his response. He still doesn’t get it.
No, Robert. Scott’s post doesn’t make him look bad. It makes you look like a dick. And reading your continued douchebaggery confirms it.
RT’ing your post scott. People need to know about Mr. Plank’s contempt towards paying customers.
Actually, a better solution will be to upload his shit to The Vault.
NOW, sir, you have something to worry about. That way, you can act like a dick and actually have a reason now.
#1, You’re right Jeffrey, Robert still doesn’t get it. Lesson #1 – If someone has a fist full of receipts but can’t find the right one, you err on the side of caution. Why run the risk of losing or alienating the customer?
What I find most disappointing is that I thought Robert was smarter than this. So much so, that I actually thought he might be joking with me at first! One look at his blog and all the comments he gets (and gives) tells me he hares, and knows his stuff. He has a lot of followers, and makes great stuff. Too bad he has no common sense!
#2. Jeffery, maybe I’m just old, but please try to keep the language civil. There’s no need for the profanity here, but since I’m in New York and sort of agree with you, I decided to let it slide 😉
I know I own tons of Roberts plugins, but I would be damned to work out which ones came with which packages if I didn’t have explicitly segregated download folders… and even then it is only a system I have had in place for the last year.
The problem arises where you purchase one plugin, and get another as a bonus.
You might receive updates to them separately, and they end up saved all over the place.
Also I am sure there are cracks in Roberts backend systems, specifically around the enhanced salesletters offering as whilst I have received lots of updates from previous purchases such as JVPlus, and various comments and popup plugins, nothing on the salesletters which seems strange.
Robert is actually leaving a huge amount of money on the table by not streamlining his activities under a central membership and delivery platform where you can see what you own and what other goodies are available.
Yep, I didn’t even want to get into that part with him – Like i said, i really thought he was joking at first! Really too bad… I ended up using another product, a peelaway ad at SEOautomatic.com, because I refuse to pay him AGAIN for what I already bought once.
So obvious that “John” is Robert. Says a lot about his credibility.
Yep, isn’t it weird how a little bit of success and suddenly the Wanker gene kicks in.
Sad thing is that I know damn well that rather than learning the lesson, making amends and becoming even more successful he’s instead following this thread ‘FUMING’ at the unfairness of it all.
He’s off my product creators ‘follow’ list.
Well, that may be the case, but I doubt he cares enough to “fume”. Thanks for commenting though 😉