If you dont like a film should you be able to get a refund?
 

Complaint sent to us:

"Hi,
I recently purchased 10 vouchers for www.relishxxx.tv.
My main reason for puchasing the vouchers is that your website says that Vicky Powell is a featured model.
I am a great fan of Vicky Powell and am very disappointd to see that she only appears as an extra in two sub-standard scenes.
You operate a very good website but I feel that I have been a little decieved with the actual content regarding Vicky Powell.
I would appreciate appreciate your comments and a refund if at all possible.
Regards, "

My reply:

"I actually disagree with your views as Vickie Powell being an extra. In the review on the BGAFD it is classed as the best in a move away from gonzo http://www.bgafd.co.uk/films/details.php/id/c0471
The reviewer even states that the scene is "
Etched in my memory are a b/g/g scene with Karina Clarke, Brett and Jade in a Gents,"
I really dont think a refund is possible as what you like others may not and visa versa. The film is produced to a high standard and has won awards for his quality and content.
If when buying a film or viewing one at the cinema the viewer had the ability to ask for a refund even if they didnt like it everyone would be saying that they thought it was rubbish to get their money back.

Can you actually say why you thought she was an extra even though she particiapted in a DP, used a strap on with Karina Clarke and got involved in some way with all the participants in each scene that she was in.

Thanks "

We have shifted over 20,000 copies of this film and got had a complaint. This is the film which he didnt like
http://www.relishxxx.tv/videos/showg.../869/22_1&s=72

It is one of my personnal favourites!

http://www.relishxxx.tv/videos/conte...l-hardcore.jpg

The girl at the bottom of this threesum he classed as an extra.

http://www.relishxxx.tv/videos/conte...ina-clarke.jpg

The girl with the strap on is an extra.

Now he claims I am being sarcastic...

"It would appear that we have a difference of opinion.
I'm just trying to imagine if I treated my customers in the same way as you treat yours. You've not even tried to understand my initial submission and deal with it in a manner that befits a decent customer service policy.
I still maintain my view that Vicky Powell was an extra in the scenes. She was a long way from being the features actress and you could have used any model in VP's place.
Vicky Powell is a major attraction in the UK and I don't think it is fair that you market you website as her being a major contributor.
There are other VP sources on the interent... I shall just take my business there instead. I am sure that you will be a great success if you continue to mislead your customers with your websites content and provide an almost sarcastic level of customer service.
Regards, "

I think my reply was not sarcastic...

the customer is always right

nice pics..but we need more to come upwith an opinion

There are tons of free pictures on the www.relishxxx.tv site plus check my sig for a link to a GFY thread with a ton of videos in it!

fuck him.

Relish, customers like the one you mentioned can rarely be satisfied. They are of the belief that the customer is always right. They are also the type to look for any reason they can to get a refund. I can also tell you that there is a growing number of individuals on the Internet who have figured out how easy it is to get a refund simply by complaining over the smallest detail. They go from website to website get what they want, and then make a complaint in an effort to receive a refund. Any answer to their question other than "here is a refund" results in a reply stating that your level of customer service is not acceptable.
What can be done? Not a great deal, sometimes qualifying their remarks such as saying "Thank you for your comments, we understand that our level of content for this person is not as much as you personally hoped for. We will be getting additional content from the actress in the near future as we also believe she is a great actress. Our site however is not entirely devoted to Vicki and we do have some amazing up and coming actresses that I really hope you take the time to view. While no one can replace Vicki, these ladies have great performances that are well worth the time to view them. I would suggest you view the (insert video name here) starring (insert name) as it is one of my personal favorites. Let me know what you think of the video and what other actresses are your personal favorties. Perhaps we can get more content that appeals to your tastes.

So what does this accomplish?
You qualify their statement, you do not say they are wrong, but you don't come out and say they are right either.
You let them know that you listened to them, you are not trying to say they are in error.
You agreed that one of their favorites is also one of yours.
You tried to "befriend" them, asking them to view and video and let you know what they thought (this also changes the focus).
You are involving them in the direction of the website, letting them know that you think their views are important.

Will something like this work? Many times it does, but it is not a guarantee. It does however open the lines of communication.

That is a kick arse reply....think I am going to drop this into the support desk as a pre defined response template! If you want royalites for it just say!

Thanks!

Dude you should know now that in the UK the customer is wrong until he proves otherwise :winkwink:

Give him his piddley refund and ban his IP from your sites. Quick, easy solution.

Woah that was a good answer ... bookmarked

do you smell it? i smell it






























chargeback

If you dont like a film should you be able to get a refund?

I thought maybe you were referring to "Napoleon Dynamite"
I want my money back. :(

Oh yeah this guy knows about chargebacks and I doubt you are the first site he has contacted about being unsatisfied. I would have replied at first too, but after this I would have just let it go, you obviously can't keep him from charging back if he wants to and giving him a refund would only encourage him to keep this pattern up.
I think best option is ignore here :2 cents: