Cocoa from Ultimate Pro Sales has left me feeling Scammed.

Scammer's profile link: @Cocoa


Explain the service:

I have used UPS in the past and they have been great. I placed an order for 84-94 magic via Fire Wave at NMZ for 75m. I expected the service to be the same as always. Unfortunately, after a roller coaster of confusion I am now left with an account that has been trained 2 levels (about 5 hours worth of training in a period of 5 days) and big $75 hit to my pocket.


Skype profile ID & conversation pictures:

To start this off - I did a lot of research as to which company I should use prior to placing my skilling order, asking about prices for many different services such as melee and magic training, and how many hours a day my account would be trained. The account I was having training done on is a near maxed pure with a very rare RSN, therefore I am extremely careful with who I give access to it. While doing my search into UPS, I was told that my account would be trained for 10 hours a day for NMZ services.



This was not the case when I finally placed my order for mage training. I went 3 days with around 4 hours total worth of training. The lack of hours was not the main thing that really hurt my confidence in Ultimate Pro Sales, it is the fact that every single day I had to initiate the conversation to ask why my account wasn't being trained. The lack of communication was almost unbearable for me. I would have been much more understanding if Cocoa had been a little easier to get a hold of, instead I felt like I really had to pry information out of him.



After not receiving a reply from Cocoa, I contacted Collin, one of the other department managers for Ultimate Pro Sales. He then proceeded to tell me that my order was not even recorded in the central system for UPS. This made me feel very uneasy about my account and weather or not the training was really being done the correct way through Ultimate Pro Sales... If I placed an order and paid for it, wouldn't it be recorded in the system?? This made me extremely sketched out about whos hands my favorite account was in, and led me to change my password for the time being. You can argue that this is "breaking their TOS", but wouldn't they be required by their TOS to log the order correctly?? It seemed too odd for me and I couldn't bring myself to allow them access to my account until this was situated.



Today, Cocoa finally got in contact with me and this is the outcome. Ultimately, Cocoa is saying that although he did not stand by his word of 10 hours a day, did not properly record my purchase in the UPS database, and failed to communicate with me in a timely manner, I am at a loss here and will not be repayed any money. I believe that there should be a standard when businesses operate on Sythe, and when this standard is not upheld, users should be entitled to getting their money back.





Other relevant trade screenshots:

This was posted on their Skilling service thread just today, verifying the frustration customers are feeling with the lack of response, communication, and leadership going on with this company. Just another viable reason for me to want to secure my account until this was figured out.

[$500 Donator][1k+ Vouches] Ultimate PRO Services [Questing/Skilling][$100k+ Handled]

What I want - Look, I'm not a complicated guy, however I do expect quality service and I am also very careful with my accounts. I just want a partial refund on my order. They can keep the value of the training they completed (84-86 magic).

 

Upon posting this report, Collin (A Department Manager for this Company!!!!) decided to display the professionalism this company represents in a Skype message to me.

 

I can confirm that those conversations are myself.
I'll try keep it short and snappy.

Point 1 -
That 10hours promise as you can see was on the 24th September for a different, previous order. Which was completed to a satisfactory level. 10 hours was never promised for this magic order.
I only promise what I personally can ensure is delivered.

Point 2 -
I did inform Devon of myself being ill and that if I couldn't ensure the progress of his order myself I would assign another worker to it.
As you can see in the screenshot Devon has provided he thanked me for the update.
The next day, I did as I'd said, I assigned another worker and she began to work on it.

Point 3 -
All documentation required of orders was filled out by myself.
All of which was on our logs and in the correct places.
The other manager, Collin, in denial of this had simple not looked in the correct place or directed him to me as I originally took his order.

Point 4 -
This service was arranged and paid for October 10th, meaning this is only the third day. One day of which lost due to password removal.
Everything here is based on 2 days of time between ordering and current status. Not the 5 days Devon is claiming here.

Point 5 -
By changing his password mid-service without notification of doing so is a direct violation of our Terms of Service, which devon had agreed to prior to service commencing.
Due to violation of Term 6 - we did not have full access of the account to continue progress.
Violation of the terms is a breach in the service agreement, meaning no refund is owed should we decide so.


I'm not a complicated person either.
We don't need the negative stigma nor reputation that comes with such a report.

Resolution:
I am willing to offer continuation of service as originally ordered.
As the user Devon has broken the terms of service, and reported us out of spite using out of context information I will not be prepared to offer a refund. We have our terms there for many reasons.

I personally apologise for the lack of professionalism in communication during these few days. It is not something I am proud of, nor is UPS as a whole.

 

I've also come in to add some evidence to this report.
@Spear is advertising the website:
https://ultimateprosales.com

When I've tried to load this, I've gotten this:


It seems like their website is down. Spear has not been online since Thursday so I think the website downtime should be explained as well.

 

Our website has been a pain in our ass for quite a while.
With things not working, things going offline, its been one problem after another.

In terms of inactivity, the summer is over.
Spear is back in education.
Managers are back in education.

I personally am the only manager with no education or full-time job and would usually be the more active one as you can see from the bumps on the thread. As I've been ill the last few days, I haven't been as active as prior.

 

Point 1 -

I was under the impression that 10 hours was guaranteed for my NMZ training as a whole. Seeing as I had taken magic quotes from you prior to that as well.



Point 2 -

This you did, you also assured the worker would "catch up on missed time". Your worker did about 2 hours of training then didn't log back on the account for the rest of the day...


Point 3 -

You are telling me your other manager for some reason does not know where to find the log containing your orders? That seems odd...

Point 4 -

You are right, I thought I had placed the order Monday night when it was in fact 2am on Tuesday morning. That makes it 4 days including today.

Point 5 -
I changed my password in response to a lot of sketchy activity your company put out to me over the last few days. I believe this is 100% warranted seeing as I do value my account very highly.

Resolution:
I am not sure I am comfortable allowing this company access on my account after being harassed by one of the managers (Collin) and being forced to take these measures just to get a response out of this team... I 100% feel my actions of changing my PW were warranted. I feel as a company you should feel like you broke your own terms of service and should really show more professionalism in handling this issue.

 

Considering the circumstances I believe I am being very fair in allowing for your service to continue even though terms were broken.
That was my compromise.

Beyond that, we can wait for a moderator's viewpoint on this scenario.

I am very ill at the moment, I shall try be around to wait for that.
If not, I'll reply first thing when I wake up.

 

I am more than happy to wait and see what solution a mod sees fit. I would be more open to continuing service had I not been harassed by a department manager.

 

Seeing as UPS has managed to be a trustworthy part of sythe im going to give give @Spear the oppturnity to talk with OP and see if they can to some sort of conclusion.

Ill give it 24 hours and if we have not reached a solution by then ill take a more detailed look at the report and rule on it.

 

Thank you Tyler, I am speaking to spear now and we should be getting this resolved.

 

Hey there! Just wanted to apologize for how everything has been handled thus far. I have never been opposed to giving refunds to customers who are unsatisfied with our service. Cocoa was just acting as per our ToS, and thus the situation got a bit out of hand. Nonetheless, refund has been given. Cheers

 

I can confirm @Spear got in contact with me, acted very professionally, and gave me the partial refund I asked for. Thank you again, this issue has been resolved.

 

Thank you @Spear and @DevonRayG