So, it took over 5 months of regular follow-up emails to GlobalTest Market (to be referred to as GMT from this point onwards) but I was finally rewarded the 550 Lifepoints I had never received after completing a 45 minute survey.
For those of you who don’t do online surveys as a means to earn some extra money, that missing 550 Lifepoints is a SIGNIFICANT amount to be missing. I immediately opened a Support Ticket (# 5298032) on July 20th, 2018 and requested that the matter be looked into.
It took GMT/FrontDesk 11 days before getting back to me
“Support Team (GlobalTestMarket)
Jul 31, 20:47 BST
Dear Member,
Thank you for taking the time to contact us.
We have escalated your issue to the correct team. Once there is an answer we will update this ticket.
We appreciate your patience and understanding.
Support Team”
In early August, I finally got what I first thought was some good news.
“Support Team (GlobalTestMarket)
Aug 3, 21:23 BST
Dear Panelist,
We apologize for the delays in getting back to you. However, we have just heard back from our Project Team and they are reviewing once confirmed your account will be awarded.
Support Team”
Huzzah, I shouted inwardly, pleased that this had been one of the faster Support Tickets I had opened over the years which had been resolved.
However, on August 8th when I logged online to my GMT Account Dashboard, I discoved that not only had my Lifepoints not been rewarded, Support had closed my Request Ticket. Confused, I reopened the ticket and politely asked what the heck was going on?
Now, I don’t know about how any of readers feel, but I absolutely hate is when a company’s Customer Service department resorts to formulated replies to support requests. I consider the use form letters to be insulting and beyond disrespectful to a concerned consumer. Yet, for the next 4 months THIS was exactly how GMT representatives and their FrontDesk dealt with me while I pursued my remuneration.
The first formulated response was received 2 weeks after I reopened my Support Ticket.
“Support Team (GlobalTestMarket)
Aug 23, 20:12 BST
Dear Panelist,
We apologize for the delays in getting back to you. However, we have just heard back from our Project Team and they are reviewing once confirmed your account will be awarded.
Support Team”
When I replied to their email, complaining that this excuse had already been used once before, and that I had essentially been told I would be rewarded my outstanding points shortly thereafter, that’s when the situation started to deteriorate.
GMT/FrontDesk suddently went dark, with no acknowledgement of any my follow-up requests, starting on August 28th:
“Christopher King August 28, 2018 10:49
Well?
Where are my points!!!!!!”
and a second time that same day:
Christopher King August 28, 2018 11:30
Still waiting for a final resolution. When will I be receiving my outstanding 550 points?”
and then once again in September:
Christopher King September 18, 2018 17:23
Well, it’s now September 18th. Still no sign of the 550 points owed. No follow-up either from your end. Do you actually intend to honour your commitment, or are you just going to cross your fingers and pretend that I’ll go away, because that’s not happening.
I really want my 550 points!! Thank you”
On September 25th, I decided to play it smart and use a new Support Ticket (# 5403717) to see if I could get their attention.
“Christopher King
Sep 25, 22:06 BST
You realize that I still have outstanding support requests for more than 2 months now regarding a missing 510 points that I keep getting the run around?”
Unsurprisingly, that Support Ticket went unanswered as well until all of a sudden, out of the blue onOctober 30th, I received a surprising and completely unsatisfactory reply to ticket #5403717
“Support Team (GlobalTestMarket)
Oct 30, 18:05 GMT
We apologize for the issue you experienced regarding this survey. However, please be assured, your concerns have been escalated to our Project Team and they are looking into them.
Also, we have now requested that this study be audited. If you completed this study you will be credited once the audit has been completed. Please keep in mind this is a very time consuming process since it’s done manually. If points are awarded, they will post to your account within the next 4-6 weeks.
If the 6 weeks has passed and your account still hasn’t been credited, this means our Project Team determined that your participation in this study did not qualify to be awarded.”
To say I that was extrememly unimpressed 🤬 is being polite. So after GMT/FrontDesk pretty much told me I was going to receive my rewards back in July, now without any apologies for ignoring me they were now asking me to be patient and wait 4-6 weeks for this Project Team to allegedly go over that survey.
Even more insulting was the caveat thrown in that GMT/FrontDesk would not get back to me if the Project Team ruled in GMT’s favour.
Still, I’m a fairly understanding person when it comes to delays, as long as those delays work out in my favour, so I decided to try and gracious but by the time yesterday, November 20th rolled around, I just couldn’t take it anymore, so I emailed a follow-up request on the original Support Ticket 5298032 thread.
“Christopher King Yesterday at 10:22
Survey #5298032
It is now Tuesday, November 20th. Almost 5 months since I first created this Support Ticket regarding the missing 550 points I was supposed to receive upon completion of a 45 minute survey.
The Survey #5298032 consisted of 4 parts, all of which I did, thanked me for my time, then told me my session had expired. At that time, I figured this would be a no-brainer, that GlobalTestMarket staff would check things out and I would eventually receive my 550 points.
Yet here I am, still waiting and extremely p***ed off by the lack of progress and communication from your survey company.
I have been a member of this survey site now for more than 8 years now, I believe. I think I deserve just a little respect when it comes to a Support Ticket that has been outstanding SINCE JULY!!!!
WHERE THE HECK ARE MY POINTS!!??”
Barely 15 minutes later, which had to be a new world record when it came to replies from GlobalTestMarket, I got this Copy/Paste AGAIN as their response:
Support Team Yesterday at 10:37
We apologize for the issue you experienced regarding this survey. However, please be assured, your concerns have been escalated to our Project Team and they are looking into them.
Also, we have now requested that this study be audited. If you completed this study you will be credited once the audit has been completed. Please keep in mind this is a very time consuming process since it’s done manually. If points are awarded, they will post to your account within the next 4-6 weeks.
If the 6 weeks has passed and your account still hasn’t been credited, this means our Project Team determined that your participation in this study did not qualify to be awarded.”
I cannot recall my facial expression upon seeing that form response email, or if I muttered something truly dripping with the profrane, but my dog Jasper, who had been sound asleep up until that point, woke up with a start and quickly vacated my room for somewhere else in the house.
In any case, my next email was a tad angry and perhaps a wee bit aggressive:
Christopher King Yesterday at 10:59
DEAR GLOBALTESTMARKET SUPPORT TEAM,
I AM SO TIRED OF THE LIES AND FORM ANSWERS I COULD SCREAM!
THE ORIGINAL SUPPORT REQUEST IS DATED JULY 20TH, 2018. YOU HAVE HAD FIVE F***ING MONTHS NOW TO INVESTIGATE, AUDIT AND USE EVERY OTHER BULLSHIT EXCUSE YOU CAN COME UP WITH TO DELAY THE PROCESS.
ENOUGH IS ENOUGH! I DEMAND THAT YOU COUGH UP THE 55O LIFEPOINTS THAT I EARNED FAIR AND SQUARE.”
That finally earned a genuine response from whomever was sitting at GMT/FrontDesk that afternoon, because that’s when they tried to play hardball with me by threatening to close my account, which would also forfeit all of my earned and outstanding Lifepoint rewards
“Support Team Yesterday at 15:07
Dear Panel Member,
According to our records, your account was not in compliance with the User Agreement, notably Section 6 – Appropriate Communications:
If you communicate with FrontDesk or other GlobalTestMarket personnel (“Personnel”), you agree to do so in a respectful and appropriate manner. You shall not send, share or otherwise distribute to Personnel, Personnel affiliates or other users of the Services any communications having obscene, vulgar, sexually-oriented, threatening, hateful or illegal content.
GlobalTestMarket reserves the right to terminate any account suspected of User Agreement violations and further forfeit all awards earned from said account.”
I quickly opened up GMT’s User Agreement and read section 6 carefully, but after careful consideration at how the section had ben worded, decided they would have a hard time proving my email fell under that.
Add to the fact that the majority of User Agreements are filled with legalese non-binding nonsense that no court would or could enforce, and it’s game on.
So I sent a purportedly contrite email which used their own Section 6 against them:
“Christopher King Yesterday at 17:37
I’m sorry if my email felt “threatening”. I’m upset and frankly annoyed at how long this Support Ticket has gone outstanding.
In all honesty, it is me who feels that FrontDesk already voided the User Agreement, notably Section 6 – Appropriate Communications by failing to to resolve a consumers complaint in an appropriate length of time, and then proceeded to further exacerbate the situation by disrespecting said consumer (me) by refusing to respond to previous emails over a period of 5 months in an appropriate and timely fashion.
The fact that this is the first email I’ve received, clearly a direct response to my most recent email, demonstrates that FrontDesk and GlobalTestMarket representatives are in fact, capable of responding to consumers with more than just form answer replies.
So why have I been left hanging for 5 months now? Back in August your reply to my Support Ticket update request was this
Support Team (GlobalTestMarket)
Aug 23, 20:12 BST
Dear Panelist,
We apologize for the delays in getting back to you. However, we have just heard back from our Project Team and they are reviewing once confirmed your account will be awarded.
Support Team
It’s not fair at all to tell a consumer that their account will be awarded, and then fail to uphold that commitment month’s later. Can you blame me for being angry when I send a follow-up email only to receive an excuse that had already been used twice before to delay things?
Anyways, that’s my story and I’m sticking to it. My apologies for any hurt feelings, but I do want an honest and genuine answer once and for all regarding my outstanding 550 points.”
Throwing it back in to their faces must have worked, because today, five months after this bullshit started, I was finally rewarded my 550 points.
Don’t be afraid to stand up to these types of companies. They need us more than we need them. We’re their bread and butter, and should things get heated make certain you have all your documentation and take a good hard look at their useless User Agreements to determine tactics.