37 AdWords Secrets blog

Here’s a good case study on what’s wrong with a lot of customer service associated with internet products, these days. I recently had an unfortunate encounter with Matthew Griffin (trading as G.N.I. Marketing), an internet marketer who distributes Private Label Rights (PLR) and other info products – typically by blasting out sales emails to subscribers on a very regular basis.

Unfortunately, a number of his products have proved disappointing and I want to warn you to stay away from purchasing such products, after the disastrous experience I had. The product in question was ‘PLR Cable’ which purports to be an internet TV application that comes with PLR rights.

I’ve been interested in the internet TV niche for some time, as it has a lot of potential and there is a good deal of traffic for it on Google, Facebook and other sources – especially for sports. The PLR Cable product itself is very poor, and would be unacceptable for me to sell it to any of my customers or friends – it just does not work as advertised.

But rather than focus on the ‘PLR Cable’ product (which – not to put too fine a point on it – sucks) what I want to highlight in this post, is this; the awful experience I had with Matthew’s customer service (or lack of it) following significant installation problems with his program.

Here’s a transcript of the PayPal resolution process, so far – makes for interesting reading (I’m the Buyer-OnVideo1). Note the accusation at the end of the exchange… what a nice way to treat a customer;

From Buyer – OnVideo1

7/15/2010 02:42 PDT

Requesting refund. Registration does not work

From Seller – G.N.I. Marketing

7/15/2010 12:01 PDT

Registration issues have been resolved. Sorry, was a misunderstanding on how the software operates, but has been fixed.

Ok, got the problem fixed. I would like you to redownload all the sales material here:

http://plrcable.com/cablemazster.com

Make sure to uninstall all related world wide web tv on your computer, then reinstall

the software. When it prompts you for a registration code, here is the new one (copy and paste into your browser):

http://softlocker.net/ca.asp?l=469&p=[redacted]

That URL will be included in your sales material that you are downloading again.

This should solve all the problems for you and you should be good to go. If you

have any more questions, or run into anymore problems, please let me know.

Talk Soon,

Matthew P. Griffin

From Buyer – OnVideo1

7/15/2010 22:07 PDT

Unable to install – requesting refund

From Seller – G.N.I. Marketing

7/15/2010 23:49 PDT

It works fine. All my customers are using it. I have no way of knowing if you are requesting a refund and then still using my software. I have tested it true and as long as you deleted all the old files, and download the new ones, there should be no problem. Here is the link again:

http://plrcable.com/cablemazster.html

Let me know how it works for you.

Matthew P. Griffin

From Buyer – OnVideo1

7/15/2010 23:53 PDT

Requesting refund. Unable to install.

No response needed. We’ll automatically escalate this to a PayPal claim on 22nd. Thanks

From Seller – G.N.I. Marketing

7/15/2010 23:59 PDT

Ok…escalate…but you should really try to use the software because it works. And when paypal tries it and sees that, they are going to rule in our favor. There is nothing wrong with the software. There is even a Mac OSX installer on the download page. I cannot understand why you would say that it will not work. It works, tested and true for everyone that has purchased and every one I’ve had test it.

From Buyer – OnVideo1

7/16/2010 00:02 PDT

OK, will be interesting to see. In addition, I will be posting your comments and lack of response on my blogs. It’s unfortunate I have to do that, but I believe my subscribers need to be warned about you.

I’ll ensure the blog posts rank highly in Google, next to your name and products

(as indeed I did about 3 minutes later – CLICK HERE for PROOF)

From Seller – G.N.I. Marketing  (Matthew P. Griffin)

7/16/2010 00:08 PDT

You can do that. It will not effect me. Your the one that has bought a product that is now in perfect working order, bug fixed almost immedietly apon hearing from you…I kept in constant contact with you through here about it all. And now your the one saying it does not work when infact it does, so you are the one looking like a crook…like so many out there online, who buy, download product to use for life and then ask for a refund. I would understand if there was not an instant fix for the problem you stated above, but there was. All Internet Marketers know very well the type of customer you are, buying a really good product and then requesting refund, knowing that you can use it even after refund granted. I bet you will not post this message in your blog.

From Buyer – OnVideo1 (Roger)

7/16/2010 00:14 PDT

Actually, I’ll post everything including your comment above, and will send you the links.