Thursday, August 27, 2009

TrekPay Responds

TrekPay responded to my question/complaint. They didn't even bother with a semi-polite form letter. Instead, I got a half-assed mass mailing:

Posted by: Support Rep: admin Post Date: 2009-08-26 13:14:38
Hi,

We have done some changes to our security and you may have noticed that we are using a security certificate (https) on our site.
We had a problem with our ticket system and are not sure if tickets got answered or not. We can find this out but it would take a bunch of extra time that is difficult to spare as we are adding additions to our business.

I am including a general answer to many questions in this ticket. If your question is not answered within its content then please open another ticket.
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Once a week we convert some of your credits to cash. Check your account balance.

We do not have a preset value to a credit. We are a profit share business.

Each week between Tuesday-Thursday calculations for conversion of credits will be made and values of credits are determined at that time. The dollar amount will be displayed in your back office. You can then decide to withdraw these funds to your PayPal account. (you must have at least $5.50 to withdraw)
This is a profit share program so it is difficult to state what a credit will be worth.
We are still in pre-launch and will be adding other money earning methods shortly.

also....
When you refer someone there are bonus credits added to you. If that referral purchases searches from Trek Advertising you will get 12.5% of the buy. Referrals will become more important when we add our next steps, you will have to wait for the official announcement.
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The T icon is only activated by our cheat team. If you do not see one then it is a good thing. If you happen to see one please click on it and all is ok. If the T icon does not disappear do not worry, it is either a malfunction or a fake one made by somebody else.

……………………….

When you get a cheating message, do not take it as a personal attack. It is only our system and it notifies our cheat team to watch your account more closely. Everyone will have this happen to them sometimes. If it happens all the time then it will become a problem.

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We do not have upgrades available. Everyone is a free member.

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If your question was not answered within this ticket then open another one.


My reply:

Your 'cheating' message is antagonistic. It's not that people are taking it personally so much as the fact that it is poorly worded. Trust is an important component of the relationship between a website such as TrekPay and its members, and a message such as that does nothing to build trust. If a lot of people are getting offended, implying that it is the fault of the people for getting offended by the message is a poor tactic. Further stating that everyone gets the 'we think you're cheating and we're watching you' message every once in a while and that is normal or o.k. doesn't help. Perhaps if you reworded your message more tactfully, members would not get so upset.


As you can tell, I'm not thrilled with how TrekPay treats their members. I may still stick with it just to see how it pans out, but anyone who plans on joining probably shouldn't expect too much help from Customer Support if they ever have a problem.

Edit:
Received another 'cheating will not be tolerated, we are watching' message while attempting to normally surf websites through TrekPay. And, of course, did not receive credits for it. I'll attempt to use this website over the course of the next few days, but if this continues, I'll be dropping it and adding it to my 'STAY AWAY' list.

1 comment:

  1. Wow, that message was harsh. It doesn't seem like their customer support is well developed at all. So what happened after this? Did you decide to stick it out?

    Chris

    ReplyDelete