Disappointed. Ask for refund, but no answer from the helpdesk...

  • 1
  • Question
  • Updated 8 years ago
  • Answered
Yesterday I signed up for yola silver, anxious to get started...
Now, what a disappointment when, after paying, I found out that I couldn't use the .nl domain that I needed )-: (I'm in Holland).
I emailed the helpdesk and they anwered very quickly that there can be nothing done about it, except buying my domain elsewhere. I did, and now I have to pay €20,- each year for this domain. So Yola silver is not what I need anymore, because I liked to pay for an all-in-one package, and now have to pay double for something I don't use.
I asked for a refund, but suddenly no more answer from the helpdesk )-: I sent three messages in the past 24 hours but no reply!
I would like to continue building my website with yola, but not with yola silver. I can buy the footer separately. I am very disappointed with this service..
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Anna

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Posted 8 years ago

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Sanja, Official Rep

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Hello Anna

Can you please email support@yola.com so that I can look up your email history and get this sorted out. Thanks.
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Jackie

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Hi Anna,

Apologies for the delay in getting back to your response. I have just sent you a reply - I look forward to hearing from you!

Thanks,
Jackie
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Anna

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My questions have been answered very quickly after I sent my message. (-: Still, sometimes I have to wait for an asnwer more than 24 hours, because the one helping me has a day off, and the message is in his or her mailbox. Good, personal service, but sometimes confusing when one moment answers come very quick, and the next moment there is a long silence...
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Marije, Official Rep

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Hi Anna - thank you for your feedback, we do appreciate it. While we do try to get a response and further replies to support requests as fast as we can, there are some areas where there may be a delay because it's a specialist area (like Payments). We're working towards changing this but in the meantime we have to ask for your patience when there are delayed replies.