This is very unfortunate ofcourse - but hard to judge on the surface. One thing that immediately jumps out is that you've bought PVAs, or that they were at least aged and not made with our proxies. I assure you that our proxies are private but there are too many variables here that could have triggered FB's defences. The fact that we have a lot of customers that haven't been banned kind of reaffirms that hunch.
Now what's more unfortunate is the notion that we somehow failed to resolve the situation. Since I don't know who you are based on your forum username I can't check but, while we may not be very trigger happy on refunds, we don't ever deny them outright either. In fact, a more suitable solution in your case would be to give you a new set of proxies. Maybe reimburse your PVAs / provide you with new ones - or even better, create new ones with this bot, using our proxies:
http://acesseo.com/fb-pva-account-creator-addon/
The solutions are plentiful! Just give us the opportunity to provide them within a reasonable timeframe before jumping on the old forum soapbox. But it's a good incentive for me to write up something that I've been toying around with in my head for a week or two now. In fact, every time feedback like this pops up I think about it, so now's as good a time as any!
I'd like to take a moment to share our basic business philosophy with everyone (this is not directed at you specifically hackingadda ;-)).
But first, some numbers to put things into perspective. And this is probably a rare insight into a BHW thread's business. But I firmly believe in transparency, open dialogue and honesty - so here goes
In 37 days Proxymillion...
...received 889 support emails which we replied to with an average word count that easily exceeds one hundred
...received 236 Private Messages and replied to those, each reply easily exceeding 100 words on average
...added 31 new Skype contacts and had -long- conversations with everyone. Not just simple question/answer exchanges
...set up and delivered proxies to 167 customers (including trials)
...received feedback 18 times in this very thread, 2 of which were 'negative'. The other 16 varied from very positive to downright lauded.
...coded 1 brand new backend from scratch
Now, keep in mind that this part of our business is brand new, and so is running a business 100% online to us. It has it's upsides, and it definitely has a lot of downsides as well. Most notably: lack of building a relationship with your customers.
I knew this going in! But what I also knew is that the #1 thing of a successful business, next to a killer product, is a good, solid relationship with your customers. So how do you offset the lack of face-to-face communication? The lack of tone-of-voice when speaking to someone live or on the phone?
- Lengthy, detailed emails.
- Proper grammar, capitalization, commas, paragraphs.
- Interest in you as our customer, what you do - how you built your business.
- No canned responses.
- The use of smileys which, believe it or not adds a ton of character and nuance to written dialogue
It's a known scientific fact that we are prone to interpret neutral sentences negatively unless they are given a positive context either by positive words or positive smileys!
So, having said that - those things make up the basic philosophy that Proxymillion (support) is built on. We have fast proxies, good technical skills and take all the time necessary for all our clients. No exceptions. That means doing research, providing alternate solutions, giving advice if we think it's called for, buy software to ensure compatibility, log in to your VPS to troubleshoot, and
always ask questions - never take something for granted.
And this takes
time.
But because we want to build a relationship and provide good support, not just fast support, I refuse to hire someone abroad that doesn't know the product, doesn't know me or my colleagues, just to cover all timezones. It's just not how I want to run my business. I tried it before with another company and it just didn't work out. I choose quality over quantity - or in this case, quality over speed.
We explicitely state that delivery can take anywhere from 6 to 24 hours. If your proxies get delivered after 10 hours - that's on time! In fact, we've never delivered late. Now some say 'other proxy providers do XXXX'. But the thing is, we're not other proxy providers.
I might take all this a bit personal but that's because it feels personal as well. Proxymillion's my baby. And yes - we've dropped the ball a few times! But look at those numbers. There's no way to get a perfect score with those volumes. That many customers, and that many expectations.
I know our weaknesses, and we're working really hard and as best we can to fix them as soon as possible. There's already a backend in place to take care of the authorization editing so you're not relient on support being awake anymore. In about a week's time proxy delivery should be within the hour when I've streamlined that process as well! Then we'll work on our knowledge base that'll be up 24/7 so you know the caveats when using our proxies with specific software or platforms (example: max 2 Instagram accounts per proxy, 1 per proxy is best - and 3 days between registrations).
So here's the gist of it: we're new, we're different, we have strengths, we have weaknesses. We're all humans with different expectations, different wants and different wishes. We do stuff right, and we make errors - and then correct those errors. As long as there's that baseline understanding that we'll do everything to fix a wrong, and you are willing to let us fix it, then nothing can go wrong and we're going to have an amazing time doing business together
For now we have the fastest, cheapest proxies and the friendliest support you'll probably get anywhere. All the reviews in this thread attest to that very claim. And I'm 100% dead set on maintaining the standard we've set these past 40 days!
A wise business man once told me about running a business: "
fast, cheap, quality - your business can only every have 2, take your pick". And it rings truer now than it ever has before. But you can be damn sure I'll try my hardest to provide all 3 ;-)
Now if you'll please excuse me, I have some proxies to set up, a backend to work on and tickets to answer
