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EMPLOYEE
Monthly Subscription Confusion Update
It came to our attention yesterday, when the BNO News App hit the Apple Store in some parts of the world, that the application description contained in the App Store was not the description we intended to launch with. We immediately updated the description to make note of the subscription costs and assumed it would propagate to the Apple Store before launch, as our release date had already been set. Unfortunately, this propagation is not taking place as fast as we assumed. We are working feverishly towards fixing this inconsistency and finding a resolution to this issue for all involved. Our goal has always been to provide a great product offering featuring a low monthly subscription cost which has been consistently stated in all of our official announcements leading up to product launch.
The current description in the App Store is missing the following paragraph:
As part of your purchase, you will receive a free month of unlimited notifications from the BNO News Headquarters. If you choose to pay the subscription fee, these notifications will continue. Even if you choose not to pay the subscription fee, you will still get a free notification each day (which you will be able to disable). The subscription fee is the current minimum product price in the App Store ($0.99 in America).
The current description in the App Store is missing the following paragraph:
As part of your purchase, you will receive a free month of unlimited notifications from the BNO News Headquarters. If you choose to pay the subscription fee, these notifications will continue. Even if you choose not to pay the subscription fee, you will still get a free notification each day (which you will be able to disable). The subscription fee is the current minimum product price in the App Store ($0.99 in America).
I’m working hard to fix this issue
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Inappropriate?When I bought this app I wasn ́t aware of a monthly subscriptione fee;
(I have never read your official statements)
I would probably not have bought this app when I had known this in advance.
Come on, be generous, and reward the early buyers (the ones that bought the app before you published /this/ statement) with an extended free subscription of, say 3 months.
Thanks in advance,
Cheers,
Peter Huesken
I’m awaiting a positive response
1 Comment
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Hi Peter,
Our team is working on solving the inconsistent app description in the App Store. Once we fix the source of the problem we will be focusing on a solution for users like yourself who were affected by this situation. We plan on putting our heads together to come up with a solution for you and the other affected users. Please be patient in the meantime. At the end of the day, happy users make us happy too. -
Inappropriate?I was not aware of your intent to charge a subscription fee, and would not have purchased the app if I had known... I already follow BNO News on Twitter. Please update your post with instructions for getting a refund.
I’m Awaiting instructions for getting a refund.
1 Comment Add a comment
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We are working to clear up the confusion and will have options for users like yourself who were affected by this situation shortly which will include being refunded. Thank you for your patience in this matter.
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Inappropriate?I had no idea that there would be a monthly subscription appociated with this application. I would not have purchased the app if I knew this. Please advise me on how to go about receiving a refund. Thank you.
I’m awaiting instructions on how to receive a refund.
2 Comments Add a comment
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We are working to clear up the confusion and will have options for users like yourself who were affected by this situation shortly which will include being refunded. Thank you for your patience in this matter.
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Thank you Daniel. I'll sit tight and allow you to work through the problem (hopefully soon).
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Inappropriate?$12/year to have immediate news summarized for me is well worth it. I don't think that we should fault the developer for Apple's posting problem here. Furthermore, the implementation of such a non-uniform rebate policy as you suggest (the 3 mo suggestion) would likely cost the company more than the lost service they'd have from potential subscribers dropping off out of frustration. I agree that we're in a grey area as to customer service sponsiblity though.
However, I hope that like me you'll find over the next month that this service is well worth the cost. I have been receiving SMS alerts via Twitter exclusively from BNO for some time, and I can say that it's fantastic. Thus far, they haven't missed a story I care about, nor flooded me with ones that I don't. All in all, I think BNO has the finest editors in the headline news business right now.
Hopefully you'll change your mind about the subscription.
Regards,
Andrew Freyer
I’m confident that Apple will figure out how to post applications properly.
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Inappropriate?Andrew,
The issue at hand is not solely about whether $12/year is a good price for the services offered by the BNO News app; it might be a good price (but, on the other hand I bet that within a year we ́ll have even better iPhone Twitter clients that support push notification + auto-refreshed search)
This issue is also about the disappointment of buyers who were not aware of this subscription fee, because it wasn ́t stated in the app store description.
BNO News and/or BitMethod should seize this momentum of disappointment by rewarding these early buyers; these people are your biggest fans; they shouldn ́t abandon them with statements suggestion they should ́ve better informed themselves.
It ́s not about whether BNO News and/or BitMethod can "proof" that they ́ve done enough;
It ́s about what they will do /now/ to comfort their early clients.
Rewarding these early buyers would be my suggestion; The reward could be a free subscription for an extra 3 months.
Linking to Apple ́s procedure to get a refund is another.
I’m hoping that BNO and/or BitMethod will "get it"
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Inappropriate?Peter,
First let me say that I agree - this is an opportunity for the company. My comment wasn't made as a criticism of your request for a prompt financial solution to the problem. Rather, I'm just saying that "I agree that we're in a grey area".
I'm not suggesting a solution, but rather pointing out that in the grand scheme, $2.99 isn't that big of a deal and although on principle every transaction in the App Store should be made with full disclosure, there will always be chance occurances of publication error. Fighting for refunds on principle just isn't worth it sometimes.
Frankly, if $2.99 is going to break the bank, you shouldn't own an iPhone, LOL. (I am aware that money isn't the issue).
You and I have already spent way more than $2.99 of our time and intellect hashing out this debate online. Best of luck.
Regards,
Andrew Freyer
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Inappropriate?Monthly subscrption fee? I think NOT! Why would I pay a monthly subscription fee, when I read your Twitter updates, like some read the bible!?
Either charge for the app, like everyone else, and your true fans will follow, but not like this!
It should be free for early adopters, who are already your loyalist readers! want my money for this App back, as soon as possible.
Big mistake to be making at the launch of your App!!!!! To start out by charging per month!
VERY DISAPPOINTED BNO FAN
I’m Angry
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Inappropriate?The correct description has begun propagating through the global app stores. We are now changing our focus to those who were affected by the initial description snafu. Stay tuned.
I’m thankful
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1 Comment Add a comment
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We are working on a way to collect the necessary info to facilitate what we will be offering users like yourself who where affected.
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Inappropriate?I also purchased the app yesterday before the subscription info had appeared in the app store. Honestly didn't know it was a 'subscription fee' app when I purchased (though had I known, I probably still would have got it!).
Like others have said, it’s probably worth the subscription fee.. it’s just a bit of a shame to find out after the fact that the app is going to become yet another ongoing monthly cost. Don’t get me wrong, I know it’s my choice whether to pay the sub - but it would have been a little nicer to perhaps pay a little higher fee for the app, and then got lifetime push alerts for 'free' with the initial purchase.
Will be interesting to see what you guys have in mind for the early adopters.
I’m a little annoyed, but not too much!
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Inappropriate?Well, I found the app itself is working just fine, but as many others I am not willing to pay a monthly subscription fee. Not worth the fuss about the cost of the app in the first place, but you're saying 'if you choose to pay the monthly subscription fee' ... where and when does the choice come across, because I would like to opt out right now.
I’m Ialso a little annoyed, but not too much!
1 Comment Add a comment
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I agree in that I just am not willing to take on another monthly charge for anything (even if it's only 99 cents). We're still waiting to hear how to get a refund...
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Inappropriate?Shawn, you can go through the iTunes store for a refund. Anyone like yourself will be offered a free subscription shortly if you can be patient a little longer. We are setting up the system & process to handle this offer and will announce it once all the pieces are in place.
I’m excited
3 Comments Add a comment
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I'll hang tight Daniel. Thanks.
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Good to hear this is being worked on.
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Hello Daniel, when will the system & process to handle the free subscription be ready?
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Inappropriate?What would my $1 a month pay for? Does it fund subscriptions to actual news agencies, staffed by working journalists? Or does it just go to BNO, while you use free news feeds intended for readers, not aggregators? I might pay a BNO subscription fee if at least some of the cash went to those who gather the news; I won't pay just to line the pockets of a vulture.
I’m awaiting an answer
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Inappropriate?All parties involved in creating and supporting the BNO News app are evaluating how alert subscriptions work to match up with customer expectations. Once a decision on how to best utilize the alert subscriptions for customers is reached there will be a concrete solution we can offer to fix this problem.
I’m confident
1 Comment Add a comment
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Thanks for the constant updates on the situation.
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Inappropriate?Since it's been 9 days since the last correspondence, I was wondering if there have been any new developments for people such as myself.
I’m hopeful
1 Comment Add a comment
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Hello?
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Inappropriate?Shawn & Others:
Much thought & discussion was put into making the alert subscription value proposition and functionality associated with it a top notch solution. We have been putting all of our efforts towards integrating those solutions and ideas into the BNO News app. Anyone who purchased the BNO News app before our correct description propagated to the App Store will be offered a complementary alert subscription good for the life of the app. The process of formally offering/collecting affected user information will start immediately after we submit the eminent new version of the BNO News app to the App Store for approval. It traditionally has taken 10-14 days for applications submitted for approval to be approved and show up in the App Store. After submitting it for approval we can share all of the great new features we have been working as a result of users feedback and our own imagination. It also allows us to clearly communicate (through screenshots, etc) what the alert subscriptions are and exactly how they work. Thank you for your continued patience and I hope you are looking forward to finding out what the next version will offer. Our timeline for submitting the updated version for approval is about a handful of days away :)
2 Comments Add a comment
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Thanks for the update Daniel. Looking forward to the next release of the BNO News app.
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Daniel,
Thank you in advance for the complimentary alert subscription for the life of the app. I assure you that I'm more than grateful for the courteous resolution and will do all I can to positively "advertise" the BNO app through any avenues available to me. It's a fantastic app that deserves more recognition. I'm certainly looking forward to the updated version and providing you with the information that you will need from me. Again, thank you for your excellent customer support.
Shawn -
Inappropriate?Thanks, Daniel. An excellent solution that should satisfy all early adopters, at least myself. I am only still puzzled a little bit on how this subscription would work (never subscribed to anything through the app store): how and when would the choice be given to opt in or out for the monthly fee. I still would like to know, as I am actually very interested in your app's next version.
Gerard
I’m totally satisfied
1 Comment Add a comment
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The next version of the app that we are getting close to rolling out will enable the subscription purchasing. It contains advanced filtering mechanisms that will make a subscription worth it for our users. We will be using a "bankable" model were you simply add credit (days) to your account. It works as a simple opt-in system. Does that answer your question?
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Inappropriate?Daniel, I just got a push notification that the BNO News iPhone application is no longer supported by BNO News. What does this mean? What does this mean for people in my situation?
I’m concerned
1 Comment Add a comment
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There is a mis-communication between the parties at this moment. BNO decided to react publicly without our knowledge. I'll have more info soon.
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Inappropriate?So I see the update has gone live in the App Store - now what happens re: subscriptions and the likes?
I’m concerned
2 Comments Add a comment
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I'll be posting the instructions in the next few hours. It is a simple form to fill out and then we will get the original affected users all fixed up!
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Thanks Daniel. If only AT&T had your level of customer service...
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Inappropriate?Daniel,
I just got the update in the app store and it states that I have 10 days remaining on my free trial. About a month ago (above) you said, "Anyone who purchased the BNO News app before our correct description propagated to the App Store will be offered a complementary alert subscription good for the life of the app." How do I go about obtaining this?
Thanks,
Shawn2 Comments Add a comment
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Thanks! Now if we only had a support staff the same size as AT&T we'd be set :)
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My name is Mel Handelsman. E-mail is: rachel28@optonline.net. I am in precisely the same position as Shawn Potter. Please advise.
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Inappropriate?As promised, if you purchased the BNO News app before our correct description propagated to the App Store we are offering you a complementary alert subscription good for the life of the app.
To get your subscription activated please do the following:
1) Search & download the program called "Ad Hoc Helper" from the App Store onto your iPhone or iPod touch.
2) Run the Ad Hoc Helper program. It automatically composes an email with the information we need to adjust your subscription. Send the email to info@bitmethod.com
3) Within 48 hours you will receive an email asking for confirmation that your subscription was correctly adjusted. Check the BNO News App to confirm those settings and reply.
4) Continue enjoying the BNO News App!
Thanks!
-Daniel, BitMethod, & the BNO News Team
p.s. If you have any troubles with this process, email info@bitmethod.com and we will gladly guide you through the process.
I’m happy
10 Comments Add a comment
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I was part of the group that purchased the app literally within the first hour it came to the appstore ... I appreciate the stellar customer service though.
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Thanks Daniel! I just sent my info through the Ad Hoc Helper...very easy setup.
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Daniel,
Using the Ad Hoc app, I sent my UDUD this morning. I have already been issued the lifetime subscription...thanks again. I do have one question though...since I sent the UDID which is unique to my iPhone, what will happen if/when I get a new iPhone? I would probably sell my old phone on eBay or something like that, so I wouldn't want my lifetime subscription to transfer to a new owner and myself no longer have it with my new phone. Any thoughts? I just thought about it this morning and wanted to throw that out there. -
Users should note that this glitch only affected a small number of users who purchased the FIRST version of the BNO News App on AUGUST 3rd.
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Shawn: Just get ahold of us at that point in time and we'll fix it up. Those situations will be rare and isolated given the small number of folks who were actually affected. Thanks! -Dan
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Thanks Daniel (as always)!
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Daniel, I just used the Ad Hoc app to send my information. I'm not sure what information I need to provide to show that I was one of the first batch of people to buy the app. I do have a receipt from Apple on 8/2/09 @1:42PM showing the purchase of the BNO app. Thanks, Don
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Daniel I'll send my UDID tomorrow (it's 1:16am here and I'm off to bed) - also wondering if you want the receipt from Apple?
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I just got the update. Thank you for all the great support!
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Hi Daniel, I just found out that the new BNO news app hit the appstore and that a way to get our complementary alert subscription was put in place. I ́ve just sent my UDID via the Ad Hoc Helper program and am now awaiting your email...
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Inappropriate?I keep trying to purchase a 1/3/6 month subscription within the app and it tells me I'm not part of the sandbox? What is that about? It says my subscription will run out in 6 days.
[update] Please see my comment above, but also keep in mind that it looks like something may be wrong with the in-app subscriptions purchasing. -
Inappropriate?Hi. My husband directed me to download and send my "UDID" information for my phone since we bought the BNO app before the subscription information was provided when purchasing the app. I believe I did it right, but can you confirm you got an email from ruthiepotter@bellsouth.net? Do I need to do anything else? So confusing!
Ruthie7 Comments Add a comment
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We received the email, but we're not able to verify a date that lines up with the problematic description. Can you send your receipt?
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Sure, but how do I do that? The main account on iTunes is under shawncpotter@bellsouth.net (we have both of our phones on that account). I believe his went through without a problem this morning...my husband is Shawn Potter. I can see above that he has been communicating with Daniel over the past few weeks. Just let me know what I need to do! I'm not as technically savvy as he is.
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Ok, Shawn said the invoice on iTunes shows up at 8/1/09 at 8:16 AM. The Invoice # is 158003007895. Is that what you need? iTunes won't let us copy or send the invoice...
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Neil/Daniel,
Are you still haing problems lining up my other phone (wife's phone) with the timeframe? Is there anything else I can provide to prove that both phones are on the same account with the app purchased at the same time?
Thanks. -
Neil/Daniel,
Are you still haing problems lining up my other phone (wife's phone) with the timeframe? Is there anything else I can provide to prove that both phones are on the same account with the app purchased at the same time?
Thanks. -
Neil/Daniel,
Are you still haing problems lining up my other phone (wife's phone) with the timeframe? Is there anything else I can provide to prove that both phones are on the same account with the app purchased at the same time?
Thanks. -
Neil/Daniel,
Are you still haing problems lining up my other phone (wife's phone) with the timeframe? Is there anything else I can provide to prove that both phones are on the same account with the app purchased at the same time? -
Inappropriate?Hi Daniel,
For some reason the email address bounces my email? Anything wrong over there or with mine? I try another email account now hope that this one works...
I’m confused
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Inappropriate?Hi Daniel,
I'm still not able to send my UDID, email keeps bouncing back... What to do?
Thanks for your help!!
Best, Rick1 Comment Add a comment
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Try sending it to dan@bitmethod.com and we will get you taken care of.
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Inappropriate?I sent my UDID several days ago and the app still says I'm currently on the free trial. Any updates?3 Comments Add a comment
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We received you email, and once verified, it will change shortly. There should be no disruption in your subscription between now and then.
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:( http://skitch.com/beau/nn3wp/photo.jpg
If this isn't resolved I might have to downgrade to the original version, without the fancy sounds/etc :( -
This has been resolved. There should have been no disruption in service, subscriptions are being enabled today. Also, for anyone else hoping that downgrading will let them skip payments, it should be noted that our system simply checks for valid subscriptions. The original version won't prevent our system from checking for that.
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Inappropriate?I also sent my UDID and have totally stopped worrying as you guys have been giving great response so far... but was wondering; can I upgrade the app in the meantime, of should I wait? Best, Gerard
I’m confident
1 Comment Add a comment
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The free trial is still in effect and will be until the end of the week, for everyone that purchased the application.
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Inappropriate?Neil/Daniel,
Are you still haing problems lining up my other phone (wife's phone) with the timeframe? Is there anything else I can provide to prove that both phones are on the same account with the app purchased at the same time?
Thanks,
Shawn Potter1 Comment Add a comment
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Shawn: Her account has not been in danger of expiring during this time. We have been unable to verify the account yet because of disruptive behavior exhibited in the support forums and over email. Given that we truly love our customers and always strive to make things right... we have gone ahead and given Ruthie a complimentary lifetime subscription.
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Inappropriate?Daniel, thank you!
I'm also sorry to hear that others have been exhibiting disruptive behavior in the support forums and email. This was a remarkable customer service gesture (unique in this day and age), and it's unfortunate that this generous action isn't being respected.
I’m impressed with BNO
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Inappropriate?Hi Dan,
I just checked my account and, yes, I now have a lifetime subscription !
Thanks again for all your efforts and patience.
Will broadcast this via twitter as well.
I’m completely satisfied with the BitMethod customer service
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Inappropriate?Daniel/Neil, I just thought to take the bet and upgraded... while I wasn't sure that all would have gone well with my UDID and all. Once again, hats off to you guys. Account appears fine and I'm all set. Many thanks, I think you are doing an excellent job for customer satisfaction and sincerely wish you make a fortune out of this app and all that comes with it. Cheers, Gerard
I’m totally happy
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Inappropriate?Dear Dania
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Inappropriate?Dear Daniel,
I bought a new iPhone and now my lifetime subscription has been reset by a trial version. I have send several eMails to Bitmethod, so far without any results.
I think this should not be hardware dependable.
Please advise?
I’m frustrated
1 Comment Add a comment
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We only just got this information. If you are unhappy with the speed of our support, please request a refund for the application.
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Inappropriate?Dear Neil,
It's been arranged, thanks a lot! I hope this will be the standard by now.
I’m happy
EMPLOYEE
