Here is my final email with NewDemon. Note that they continue to ask if there are "Any further questions" while avoiding those already put to them, that they continued to charge my credit card after maliciously cancelling my account, do not answer their telephone or voicemail messages and insult the client.
Please, hit them where it hurts, in the pocketbook.
--Regards, Albert
-- On Mon, 7/6/09,
george_fergus@www.newsdemon.com <george_fergus@www.newsdemon.com> wrote:
From:
george_fergus@www.newsdemon.com <george_fergus@www.newsdemon.com>
Subject: Re: Rude NewsDemon Support
To: "Albert Lee Mitchell" <alm314159@yahoo.com>
Date: Monday, July 6, 2009, 7:16 AM
I will issue two refunds for the two months you were charged. I was under the impression you had already began charge back procedures with your bank/credit card provider in which case it would have been incorrect for us to issue a refund. You should see the refunds within 3-4 business days.
Thank you.
As a matter of fact, we do log each and every attempt to access our servers, both the nntp server and our web server.
I show you first tried to use an incorrect password using the IP address 76.105.42.255 on 2009-05-30 00:00:36. This is the same IP address you used to sign up for the account and is consistent with the same ISP (Comcast) and general geographic location you used to sign up for an account in November of 2005 and February of 2006. You also provided our tech support with the incorrect password (which Owen should have noticed and is our failure in this case) and you sent me the incorrect password via email. In both of those cases the incorrect password you were sending us matched the one you were trying to use in the system. This is why you were unable to access the news server..
Yes, I gave you the wrong password and asked you to get beyond that transcription error. Firefox remembered my username and password for the second, and subsequent, login therefore the inability to login immediately after being rudely terminated by Own cannot be attributed to a later transcription error.
You asked if there were any questions then slipped these:
1) Why were my live support sessions so rudely terminated?
2) Why were my telephone calls not answered?
3) Why were my voicemail messages not answered?
4) Why were my emails not answered for 3 weeks?
They've been put to you, and Owen, previously. Each time you refuse to acknowledge or answer. I understand that any answer you may give is insufficient for there is no defense. Your claim that no voice messages were received is contrary to my cellphone log.
> > > > >Owen: May I know the Member id/ User name ?
> > > > >Albert Lee Mitchell: Sure.
> > > > >Albert Lee Mitchell: 10111108/e31f48gh
As I have stated repeatedly, e31f48gh is NOT your password but it is the password you have unsuccessfully been trying to use. This was the root of your problem. Your correct password is the one I sent to you via email
More accurately, my password is the one you acknowledged after I resent it the second time correctly.
and the same one that was sent to your email address upon signing up for the service on 2009-05-27 17:34:17.
That I was initially able to login shows that to be obvious..
We are sorry you had a bad experience with our service. We have issued refunds and closed your account and consider this matter closed.
I do not consider the "matter closed." I was insulted by your employees, refusal to respond to many emails, two voicemail messages, and no one picked up your telephone line at any time of the night or day. Multiple days.
A simple refund of the money taken from my bank account is insufficient. To disengage you will need to answer the four remaining questions that you've avoided and issue a better apology than "I'm sorry.."
I have issued refunds for both your month's payments and wish you well with your current provider. If there is any other matter not related to this particular account where I can be of assistance, please let me know.
I have done so above. Now I wait for a serious answer, explanation and apology.
Thanks,
George
Albert Lee Mitchell wrote ..
>
> Response inline:
>
> --- On Sun, 7/5/09,
george_fergus@www.newsdemon..com <george_fergus@www.newsdemon.com>
> wrote:
>
> From:
george_fergus@www.newsdemon.com <george_fergus@www.newsdemon.com>
> Subject: Re: Rude NewsDemon Support
> To: "Albert Lee Mitchell" <alm314159@yahoo.com>
> Date: Sunday, July 5, 2009, 7:55 PM
>
> Mr. Mitchell,
>
> I apologize for your bad experience.
>
> You have stated you are going or have already initiated charge back procedures,
> That is untrue, I said no such thing. Our entire context is in this email below,
> kindly show me where I said that.
> so according to our bank procedures, we should not issue a refund.
> Ethically, and legally, you are required to issue a refund. And more for the lost
> time and angst your horrid customer service has cost me.
> You have found service elsewhere, so continuing your service at NewsDemon.com is
> of no use and I have disabled your current account. You will not be billed again.
> I hope that is true.
> From my research and the limited amount of actual diagnostic data you have provided,
> it appears you were simply using the wrong password.
> That is not true either. Firefox remembered the password from my first login and
> automatically supplied both the username and password used the first time.
> When I asked you to forward the account email you received, which would have had
> your member ID and password information, you never forwarded the email so I can
> only guess you read it wrong off the email.
> True. Firefox is not subject to transcription/reading errors.
> We have logged into our system from multiple locations using your correct member
> ID and password and have server logs to show your account is/was in working order
> if you used the correct member ID and password combination.
> I wouldn't know. After being denied access so many times I gave up.
> Unfortunately we can not pre-configure a news reader software with your credentials
> already programmed in.
> Which is unnecessary. I am an experienced systems administrator and do not need
> your assistance on my OpenBSD system.
> Our business model necessitates that we have to rely on our customers being able
> to correctly enter their own member ID and password either through typing it in
> correctly or using the copy/paste functions.
> You are still building on your original, erroneous, assumption of an incorrect
> un/pw entry. That is not possible. The un/pw worked twice, until Owen terminated
> my account.
> I do not see a history of a telephone call or voice mail in our records. We have
> detailed records of every phone number to call our number, even hang ups.
> How would you know what telephone number I called from to research? Essentially
> you are telling me that I'm lying and did not make the multiple telephone calls.
> That dog doesn't hunt and you're just ****ing me off further.
> As for being able to contact live support, anyone can contact our live support
> services from this address:
http://www.newsdemon.com/help.php You do NOT need
> an active member ID to use the live service.
> I wasn't aware of that having previously used the live support from within the
> login. Note that there are two transcriptions of dialog with "Owen." The second
> proves that my un/pw were functional within Firefox. After being cut off the second
> time that automated un/pw function was denied by your login verification program.
>
> That should put to rest your erroneous assumption above.
> Owen did not cancel your account.
> Ok, "Owen" did not cancel my account. He made it inoperative.
> He did not properly handle your support request, and we will discuss and better
> train Owen internally. But, Owen definitely did not cancel your account. You
> were simply using the wrong password.
> No, I was not using the wrong password. That is your erroneous assumption that
> I've disproven above. Please do not incorrectly tell me what I did again.
> We have server records showing your IP address, the one you used to sign up for
> this account, tried to log into the server using the same incorrect password you
> posted in the chat transcript.
> Please share those with me. I find it difficult to belive that you have transcripts
> for login yet not for the multiple telephone calls and messages left.
> I hope I have answered all your questions.
> No, it does not answer all my questions. To reiterate:
>
> 1) Why were my live support sessions so rudely terminated?
> 2) Why were my telephone calls not answered?
> 3) Why were my voicemail messages not answered?
> 4) Why were my emails not answered for 3 weeks?
> 5) Must I file criminal charges to get my bank account refunded?
>
> --Albert
>
> George Fergus
> NewsDemon.com
>
>
>
>
>
> Albert Lee Mitchell wrote ..
> >
> > George:
> >
> > It has been over a month since this began. I've had no service during that time
> > from newsdemon. Since I was unable to get a response from newsdemon I opened
> an
> > account with newsrazor. I do not have need for two providers and haven't gotten
> > the sincere apology, or even explanation, for the abusive service that I requested.
> >
> > I have no need for newsdemon and truthfully am sufficiently angry that I will
> not
> > pay newsdemon a cent. You have not explained why "Owen" treated me so rudely,
> > why my emails were ignored, why my telephone calls went unanswered or why my
> voice
> > mail was ignored. That does not make me ameniable to continue service even if
> > you fixed access to my account.
> >
> > I am posting this email exchange to websites which rate newsgroup providers.
> You'd
> > do best to explain why and how I was treated so spitefully and chargeback my
> credit
> > card. The option of filing interstate wire fraud charges is still at the top
> of
> > my list.
> >
> > --Albert
> >
> >
> >
> > ________________________________
> > From:"george_fergus@www.newsdemon.com" www.newsdemon.com>
> > To: Albert Lee Mitchell <alm314159@yahoo.com>
> > Sent: Tuesday, June 30, 2009 6:11:31 PM
> > Subject: Re: Rude NewsDemon Support
> >
> > I have your login information as follows:
> >
> > nntp address: news.newsdemon.com
> > login: 10111108
> > pass: e33f48qh
> >
> > Please try that information and let me know if you have good results.
> >
> >
> > Thanks,
> >
> >
> > George
> >
> >
> > Albert Lee Mitchell wrote ..
> > >
> > > Argh! My bad, couldn't read my own handwriting...
> > >
> > > UN: 10111128
> > >
> > > PW: pwe31f48gh
> > >
> > > --Albert
> > >
> > >
> > >
> > >
> > > ________________________________
> > > From:"george_fergus@www.newsdemon.com" www.newsdemon.com>
> > > To: Albert Lee Mitchell <alm314159@yahoo.com>
> > > Sent: Tuesday, June 30, 2009 5:12:42 AM
> > > Subject: Re: Rude NewsDemon Support
> > >
> > > Yes sir, I apologize for the delay. I read through the existing correspondence
> > > but I needed a copy of the original email we sent you with your password because
> > > in the text below, you provided us with the incorrect password. I need to
> discover
> > > if the email had the wrong password and I also need to discover why our support
> > > team did not notice you were giving the wrong password.
> > >
> > > Your correct password is: e33f48qh The next to last letter is a q as in
> "quick".
> > >
> > >
> > >
> > > Thanks,
> > >
> > >
> > > George
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