It has now been more than 2 months since StomperNet’s launch for The Net Effect, their new print publication. It was officially released on September 4th 2008 and you probably recall that I was very enthusiastic about this product, and the accompanying offers.
Over the last couple of months I had become frustrated, and ultimately disappointed by this promotion. I decided it was finally time to sit down and draft up a blog post on the topic. As a courtesy, I sent a copy of the draft to Andy Jenkins and Tom Ham before publishing.
A meeting was called immediately, and I was personally invited to the 'war room' at StomperNet headquarters to address the issues. Genuinely interested in resolution, I kept the post in draft and traveled the 6+ hours round trip to join the SN team in Atlanta...
I walked in to find 8 of StomperNet's finest around the table. And when I say finest I dont mean a random group of behind the scenes folks. This hand-selected group of 8 practically stepped right off the cover of The Net Effect, with Andy Jenkins at the head of the table.
I walked into that room representing my market, and also fellow JV partners and affiliates. I had an objective - and so did they.
To be fair, StomperNet was not the sole source of my frustration. There have been a number of sour launches in our industry over the past year or so, and I'm less than pleased with the toll it's taken on the market.
I am very cautious about getting behind people or products these days, and go out of my way to check them out thoroughly for myself before recommending them to my readers. With StomperNet for example, I attended two of their live events (on my own dime) and reviewed the product & offer for this launch with great detail.
There was good reason for my enthusiasm about their product, and for my involvement with their launch. It wasnt just about affiliate commissions, which some may assume. The content was incredible, and the offer was a real no-brainer. This was something I definitely wanted my readers to have.
The launch was for The Net Effect, which is StomperNet's new print publication. The offer was simple: you got the premier issue of The Net Effect plus Stomping the Search Engines 2.0 (StSE2) both for free. The only cost was shipping & handling. Obviously the goal was to encourage people to try the publication, and to build a subscriber base of happy readers.
There were several one-time offers too, which were also a great deal. This was the first time in over 4 years that StomperNet had offered any stand-alone product, outside of their $800/month membership option. It was a great opportunity to get your choice of their products for a one-time affordable price.
The launch was a huge success. They had over 17,000 orders.
You're probably familiar with what happened next. There were some issues with order fulfillment, with people getting their packages in a timely manner, with reaching customer service, etc. Complaints starting showing up everywhere.
StomperNet dropped everything to deal with these issues. They postponed everything else on the calendar, and had everyone on staff working full-time on resolution. Some of their primary product developers were pulled down to personally handle customer service issues on the micro level even.
As one of their top JV partners on the launch, I considered it my personal responsibility to help out in any way that I could. I had highly recommended the product, and was prepared to stand behind it to the end.
I kept a constant FAQ open via both my blog and on Twitter throughout the launch and the weeks following. I also kept a running list of shipping issues from my own referrals, and sent those in as a batch request to my contact at StomperNet - which was of course the affiliate manager.
Fast forward two months: I was still handling a small but consistent trickle of StomperNet issues by email, complaints on my blog, and I still had referrals who hadnt received their package yet. I also received my first affiliate check from the launch, which raised a lot of questions on its own.
It was the final straw for me. I was ready to pull out altogether and just call it a loss. As I mentioned earlier, this wasnt my first bout of frustration with product launches and I'd finally reached my limit.
Mind you, it still wasnt about affiliate commissions. For me it was about my reputation, about time invested in someone else's product and brand, and about my community and their experience with the company I recommended.
But while I was ready to call this particular promotion a loss, I also recognized the potential damage this could do to my business in the long run. Would my readers be gun-shy about ordering the next product I recommended? Sure, and with good reason. I was even gun-shy about getting on board with another promotion myself.
Ultimately it came down to serving my market, and sweeping this under the rug just wasnt the right thing to do. I decided to address it head-on.
I'll confess there was some emotion involved when I sat down to write up the blog post. I was writing it from my personal perspective and experience, and I was none too happy.
As I sat there with my mouse hovering over the publish button, I started having mixed feelings. The offer was awesome. StomperNet had been good to me, and I still held a strong belief that they were "the good guys". The product is absolutely fabulous (I am a paying subscriber myself). And ultimately, my concession would not properly serve my market. As a leader in this industry, accepting the status quo was... unacceptable.
Within half an hour of sending the email, I received a phone call from one of StomperNet's top partners: Dan Thies. Dan is someone that I have grown to trust and respect highly over the last year, and we had a very candid conversation about my issues with The Net Effect launch.
I told Dan that I was least concerned about any current or future commissions, and just wanted my customers well taken care of so I could just put the whole thing to rest once and for all.
Mind you, I only had 2 or 3 referrals left (out of hundreds) who hadnt received their package from StomperNet yet, and plenty of happy customers who absolutely loved the product, but its those few complaints that stand out - and make all of us look bad.
The War Room
For the record, StomperNet was not playing favorites with me nor was I there to brown-nose. We are each an icon in the industry, and each have a strong passion for making a difference. My issues were used as a case study to explore the affiliate experience, take a real look at number samples, and to make improvements across the board.
They were equally as interested in what I had to say as I was them.
The war room was actually set up in a conference room at the Atlanta Hilton. The entire team of 30+ was there to train on their new software systems. Systems which cost them more than 6 figures, and were specifically put in place to resolve the very issues we met to discuss.
At the top of the whiteboard was my name "Lynn Terry" and what followed was an outline of the issues with very specific customer data and a breakdown of all the details.
We talked about specific customers who hadnt received product, about the delivery issues, customer support, billing & cancellations, frequency of publication, inaccuracies in the affiliate stats, etc.
We went over my list of known customer issues as well, and they shared micro-level data with me on every single one. They even showed me the entire history of correspondence and action with every individual person I mentioned.
The list of 17,000 records was broken down to people like Janice, Dan and Roland. We talked detail. It was overwhelmingly obvious that StomperNet wanted nothing more than to resolve each and every case.
They set up a new email address on the spot to escalate any and all customer support issues from my group. This was meant to relieve me of personally handling StomperNet issues, and also as a way for me to personally track resolution.
They walked me through all of their new software systems and solutions, explaining in detail what went wrong and what they are doing to resolve it. I'll be sharing this same information I learned with you soon, as Andy Jenkins is documenting it all and will make that available publicly in the next few weeks.
Specific details that were discussed include:
- Customer Support
Every single customer issue has been responded to at least once. If for some reason you tried to reach customer service regarding your Net Effect order and havent received their reply, email me with your StomperNet receipt and I will personally help you get resolution on that.
StomperNet also has a new toll free number manned by 40 customer service reps, where you'll be able to get someone on the phone live for anything you need related to this offer. I believe the announcement for that is coming in the next week. - Product Delivery Issues
Every package has been shipped at least once. Many of them have been shipped twice, and some 3 times. Their main mission at this point is to make sure everyone has received the product. For those customers that experienced unusually long delays due to a problem with the original fulfillment company, StomperNet has been overcompensating with additional products and offers. - Customer Billing
Billing dates were adjusted according to shipping dates, to reflect a true return date & cancellation period. You werent billed for The Net Effect subscription 30 days after you submitted your order, but rather 35 days after your order was shipped. - Affiliate Stats & Payments
Due to the delay in billing for the first month, referring affiliates would not receive commissions that first month - or until the first actual billing date had passed.
The customer data sheet that was sent out with the first commision check had some inaccuraces. If you didnt recognize the customer records on that sheet, dont fret. Log in to your affiliate account for accurate spreadsheets, and watch for a note from the affiliate manager on that as well.
There was also question about the number of cancellations displayed in those records, which has now been updated to reflect the true numbers. Its not as bad as you thought - your referred customers are actually very happy with the product 😉 - Product Availability
The Net Effect just keeps getting better with every single issue, and you can expect this publication to be around for years to come. The cart is currently closed for new orders while they make sure their current customers are well taken care of, but will re-open before the end of the year.
The second issue of The Net Effect is already arriving on doorsteps, and once all customer issues are properly handled they will be back on a consistent monthly publishing schedule. You are not billed automatically on a monthly basis, but rather when the next issue ships - so any concerns about the space of time between the first two issues can be put to rest.
I walked away from this meeting with concrete resolution, and with renewed faith in the industry as a whole. And my gut instinct about StomperNet was spot-on all along: this is a company that cares, and that is willing to go out of their way to make a positive difference at the micro-level.
I got to see firsthand what caused the problems, and how they are personally working night and day to resolve them...
They have fired the original (personally recommended) fulfillment company and hired another more reliable company. They have purchased high end software systems and are training all of their faculty & staff members to properly operate them. They have spent no less than 6 figures repairing the inner mechanics of their business model, and have put everything else on hold to bring all team members into solution mode.
They are in the hole on this product release, but feel confident that their solutions plus the quality of content in the product will turn this into a success in the long run. That forward thinking is one of the things that impressed me the most. This is not a company that was out to have a "million dollar payday" and then disappear on you.
The truth of the matter is that there are a lot of happy customers subscribed to The Net Effect. The complaints represented a very small percentage of the overall orders. Thousands of packages arrived in a timely manner, and thousands of people are devouring the high quality content.
For the individual customers that I referred who had issues, I hand-delivered those records to the appropriate person and was guaranteed resolution within 24 hours.
Andy Jenkins asked me if I would like for him to personally call those customers, or if I would like for him to join me on one of my live webinars to address the issues. While I appreciated the generous offer, and thanked him for that, I let him know that your faith in me on this matter would be sufficient.
For those of you that are subscribed to The Net Effect, keep an eye out for the 3rd Issue which will be mailing out later this month. I'm featured in it - and yes, really this time (lol).
I submitted the article to them a couple of months ago, which was accepted and scheduled to appear in this 3rd issue well before any negative press or this particular 'war room meeting' was set up. Watch for it. I am stoked to have my content appear in this incredible publication.
I hope this clears up any questions or concerns about StomperNet, or their release of The Net Effect. It did for me. If you have an outstanding issue with your order, feel free to contact me personally for resolution. My email address is Lynn-AT-ClickNewz-DOT-com.
By the way, the only regret that I have over investing 12+ hours of my time into this yesterday... is that I didnt take any photos or video to capture the intensity of this meeting for you. It was hands-down the most powerful roundtable I have ever sat in on.
StomperNet cares. They care about their customers. About their affiliates and JV partners. About Janice in Canada that is patiently awaiting her package from them. About me, and about you.
Best,
p.s. When the cart re-opens next month, you can bet that I'll be promoting The Net Effect again. It will re-open permanently once all of the delivery issues are resolved, and be available publicly - without scarcity or shady marketing tactics. You can expect this product to become an icon in the industry...
If you're looking for Internet Marketing tips & news you can trust, make sure you're subscribed to Lynn Terry's primary mailing list at Self-Starters Weekly Tips. Lynn offers free weekly webinars and an active discussion forum at that site in addition to the informative newsletter.
About Lynn Terry
Gutsy Post Lynn,
I love the Net Effect and it really is a great product. I am glad they are making it an ongoing product and also easier for us to promote without upsetting clients.
Regards
James
Again you stood up for the little guys like us;), thanks, I'd actually put off buying StomperNet’s The Net Effect because I've heard so many complaints!, but i'm glad to see it is being dealt with, so maybe ill get my hands on it now too?.
Hi Lynn,
Just emailed you 🙂 Thanks for your article communicating the behind the scenes and help rendered!
Regards
Martin Chua
Thanks for the detail. As a newbie, it is reassuring that the people on the other end of the websites and product launches are not only legitimate, but that they care.
Holy smokes Lynn. Thanks for the detailed blog post and for caring enough about your followers to go to such lengths to keep us in the know.
I trust and value your recommendations and your sincerity was obvious when you promoted The Net Effect originally and that's why I hopped on board through your affiliate link.
You did something that all of us can learn from. You listened to your gut and didn't hit the publish button. All too often we get so emotionally revved up that we don't see the opportunity to turn a not so good situation into a positive solution.
I received my 2nd edition of The Net Effect on Monday and I have found it to be even more informative than the 1st issue. I'm happy to stay on board and happy to see that you will continue to recommend it because as far as I can see myself and the rest of your readers will surely benefit from it.
To be honest Lynn. Joining The Net Effect was not a no brainer for me until you provided me with your honest review and recommendation. That's what made it a no brainer.
I wish there were more Lynn Terry's around. Even the big guru's have a lot to learn from you.
Keep up the great work!
Scott Tousignant
http://www.FatLossQuickie.com
You're a class act Lynn.
I am so excited to read your post. I am so new to optimization of ALL kinds online, but when I started seeing so much info about it I looked into and I actually got the Net Effect through the same deal you mention above. I found it on my own while searching for info. I got my order quick, about 2 weeks after I ordered it, which was a couple months ago I think. I have mentioned to several SEO people I have met these last months and nobody seemed to know Stompernet!! I have enjoyed the magazine so much, but had not invested any time in the dvd's as I did not want to waste time on something that was maybe not what I had thought. (based on I could not get anyone around me to recognize it) But now! Due to your article, I will be getting those out and watching closely and acting upon what I learn! I am so mad now that I had canceled my subscription to the magazine, Net Effect and they are closed till later this year. Lynn, thanks for this. I highly trust your input, have missed out on seminars with you due to the Mac Compatibility issue. (any chances that will change soon?)
I have a new trust in StomperNet as well now.
Noelle Mena
@TakeRoot
way to go Lynn
I so admire your integrity and your pursuit of excellence in ALL those we deal with, vendors, partners and customers
I'm proud to do business alongside you and purchase based on your recommendations!
Carrie Wilkerson
The Barefoot Executive
http://BarefootExecutiveOnline.com
Thank you for your efforts on our behalf. You are right about one thing for sure - your personal assurances are always enough because your judgement has proved sound over and over again.
Lynn,
What can I say....you are amazing! There are not many people who would have taken the time to email a company let alone drive 6 hours to get issues like this resolved. You are a true angel in this industry.
I happen to miss out of the initial launch but well definitely get my hands on it when they reopen.
Thanks a bunch for all you do!
Natalie
@southernbg
i am one of those that had all kinds of trouble!!! went on to make some adjustments my account and EVERYTHING was canceled!! when i contacted customer support to reactivate, i was told that they were not taking new orders! anyway...i only have the first issue and i love it, but i fear i may never see issue 2 & 3 🙂
Well, as someone who ordered on the first day, and has still not received their package, I hope mine was one of those names mention in the War Room!
They did send me issue 2 of the Net Effect, and it was well worth the money. Sure I'm upset with the unacceptable delay in delivery (or lack thereof) of my package, but judging by the single issue I've seen, this is a magazine well worth having. I just wish they'd get on with delivering my first issue, and my STSE+bonuses as well!
As far as the compensation goes, I didn't actually get much out of it. They gave me a free month for the Stompernet site, but no guidance or welcome, and little help as to how to use it or what to expect. The site is overwhelming at first, and as a result, I ended up ignoring it as I didn't have the time or patience to work out where to start. Given that people pay $800/month for access to this site - and seem to think it's worth every penny - I was very disappointed to have access, and then not get anything out of it.
Anyway, I'm glad they've taken the whole thing seriously, and just hope that I'll see my original purchase soon.
I, like many other, very much appreciate your time and efforts in this Lynn.
I received my StomperNet package, so I guess I am one of the lucky ones. I quickly canceled the subscription though because of the ongoing "Wait! What about this offer?!" upgrades and the deluge of emails from all kinds of partners (as well as being signed up for all the partner emails/newsletters - to the tune of dozens of emails).
I don't doubt this product may be valuable. What caused me to stop my subscription and to not support this group is the inconsiderate attempt to disregard my already-way-too-busy schedule and make time (literally) hours to deal with the extended offers and emails. I'd love to learn from this program and would be fine with the pricing* but all the hoaky upgrade offers and bothersome emails caused me to lose faith in the content.
* Re: pricing, if it was more valuable I could justify the cost. Many of the articles in the magazine were too long on word count and short on valuable content. It appeared like articles were stretched out to appear more pertinent. Again, don't disrespect my time. Give me info but do so in a concise way. Edit yourselves and make it something I can read without skimming because every sentence is important. Well, not me since I unsubscribed but maybe if things change, I'll consider it again in the future.
Great Info. The concept of the offline newsletter really appeals to me. I notice its catching on with the likes of Stephen Pierce, Matt Bacek, Frank Kern and perhaps Myself very soon!
Thanks Lynn!
Lot's can be learned from what happens behind the scenes that no one else dares to talk about.
Plus it's also a great example, both from you and Stompernet, of how to resolve problems and issues that can happen to any of us.
If we always make it a top priority of taking care of our customers first, then it all works out for the best.
Lynn,
I just wrote a post on my blog today about why I consider you a real guru (don't cringe). 🙂
This post is the perfect example of why I believe this. You go out of your way (literally-six hour drive) to take care of your subscribers in ways not often seen.
Our industry is getting a battering from so-called industry leaders who just don't care as long as their commission checks clear.
It's nice to see there are people like you out there still. And I model the way I manage my business and list like you do. My way to pay it forward.
Thanks!
Alan
I am one of the early buyer for the The Net Effect, and purchase one of the OTO as well.
The launch is cool, but as mention, the delivery is not that "good". After waiting for about a month, I cancel future subscription. I am mad, and I still wonder why I never ask for a refund since I never get my stuff 🙁
Anyway, after my cancellation, the package finally arrived. Quite surprise lor 🙂
I must admit that the stuff they provided are good, and much much better than some other gurus' subscription that I used to have.
If I haven't cancel my subscription, I will most likely be in the plan for a few months just to try it further.
They should have a follow up providing an option to join back the membership.
Hi Lynn,
Great post, and you definitely take good care of us! Thank you so much for doing this!
It's good to hear that they fired their old fulfillment company and have gone with someone new. That was long over due. I hope this new company does a better job for them. I submitted a support ticket and never got a response back. Nothing, not even an acknowledgement that they even received it. Also I was billed for the 2nd month of the Net Effect and DVD of the Month, and I finally got a shipping notice that it would arrive 20 days later! Sure enough to the day it showed up! 20 days from billing to arriving at my door? What did they ship it Pony Express? 😉 Unacceptable. At that point, it was almost time to be billed again for the next month! But at least I was getting mine, unlike other members who didn't even get theirs.
Anyway... hopefully their new process will be much better. The content of the Net Effect is well worth it.
Thanks again, Lynn. Keep up the great work, and posts!
Lynn R.
Hi Lynn,
I loved you post, But, I have not yet received my first issuse of The Net Effect & STSE2, I bought through Ed Dale, I have been in contact with SN and have an email for J. David but I have had no other contact from them since 30th October, What do you recommend ?
Hugh
P.S. I live in the UK so I can't call them on the phone.
Lynn, I was one of those who had major issues with the fulfillment. You took the time to personally follow up with several emails and put me in touch with StomperNet directly in September. I finally received my order in early November. Quite a wait. Although I do find value in the content, I'm not ready to sign up again.
I'm glad to hear they are taking the time and money to repair their system, but if I'm going to pay for guidance, I want to follow someone whose systems work.
Your Elite Group is one membership I'll continue because of your great guidance. Bottom line? You've earned my trust.
Thanks!
That's awesome Lynn! Thanks for going to bat for everyone! I love The Net Effect and the Insider's DVD of the month. They're great!
I look forward to seeing your article in next month's issue.
Keep it up!
Good to know you were looking out for us Lynn, but I'm going to pass on Stompernet.
From my perspective, it took 50 days before Stompernet admitted that they dropped the ball.
I reached my limit on Day 71 and cancelled my subscriptions.
The package arrived on Day 73 (20 days for delivery, leaving 10 days to decide).
Based on a response from Stompernet support, it appears that I was billed for the second issue of Net Effect and DVD of the month, so what you said about Customer Billing didn't quite jive. I'm still waiting a response about my query.
I'm sending the whole package back, regardless of STSE2 being free. I don't want to feel obliged or being seen as mercenary by keeping them.
To me, this is a great case study on how to drive customers away by not being on top of things (isn't that something that good marketers are supposed to do?). I call it "How To Stomp Into The Hall Of Shame."
I still have faith in you Lynn, but not with Stompernet I'm afraid.
So I'm calling it a loss and moving on.
Phil.
Hi Lynn,
Paul Colligan just sent me the link to this post.
I 'met' you recently on Internet Marketing This Week and have agreed with what you have been saying about launches and follow up.
I sadly have been one of the unlucky ones but in more than one way.
I have chatted with Paul about this issue .
I would like say that I respect you for having written this and also I believe that you are conveying exactly what you feel.
Now being more aware of the fulfillment issues, perhaps I can understand why I received nothing from them.
However there are many more issues that I have, where I consider them to be lacking and severely dismal in performence.
I decided with some doubt to purchase the initial offer. Paul recommended it, and also the person whose link I eventually used, personally assured me that it was well worth my attention.
When I purchased it I, as everyone else, had to pass through screens of OTOs. In error on, I think the last one, I clicked the accept button. It was for a product that I already had received from them. I immediately contacted them and the affiliate. They replied that the order would be voided.
My first problem is here. I think that it is unethical and highly incorrect that after clicking the accept button, I was not taken to a page where I could confirm the order. No sirree...straight away a confirmation that my card had been charged $154 and some cents.
Far Too Quick.Far Too Slick. And it left me feeling sour about them.
Some six weeks later I had still received nothing from them. I happened to check my credit card statement and saw that they had actually charged me for the order that they told me had been voided!!!
At that point I was very sour!
I mailed them to zero effect over about two weeks. No Response is not acceptable.
Finally, I contacted the affiliate who over the course of the following weeks was able to get my refund ordered. He tells me that several calls were involved.
Finally I received a short note from them that they were looking into it. I immediately replied. My reply did not elicit any human response.
Very Very Sour Now.
Finally when my refund did appear I was charged postage on the parcel that was never sent to me and was in fact a voided order.
And a mail instructing me how to ship it back to them.
Really Much More Than Sour Now!!
I mailed them to that effect and have had once again zero response so...
...as marketers we are always talking about know, like and trust.
Right now I don't like them or trust them.
NO responsible person has bothered to contact me and make an effort to correct things between us, so whereas I believe what you have told us here, my own experience sadly does not bear witness to what you have said.
This is extracted from the mail that I wrote to the affiliate,
"Pretty much all my dealings with them as a customer have been feeble.
I can contrast that with a lot of other organisations that are doing similar work to them, with whom I have not had this type of problem.
I will name several of many who have all responded rapidly with solutions that were immediately effected...
Jeff Johnson Underground Labs
Frank Kern
Eben Pagan Get Altitude
Jim Edwards Guarranteed Marketing
Whereas I have great respect for many of their faculty members, I do not have much for their organisation.
A personal mail from somebody in a responsible position might have done something but it has not happened.
I think that they just don't care...that they feel that they are so potent an operation that details such as a small refund for what was according to them a voided operation, which itself was the result of what I consider to a fast and not correct manoeuvre, are quite unimportant.
And then they shtupped me for the postage!
I hope that you get some reasonable responses from them and if you want to quote parts of this in your correspondace you are welcome."
Why have also like you, taken the time to write here?
The reason is that I did not feel that I had any place to turn, to deal with this matter. Phoning them is a waste of time. I have tried in the past and gone from voicemail to voicemail.
If they want to be respected and be the force that they present themselves to be, I do hope that all the money that they have spent on software and systems is also backed up by the necessary attention to detail!
To borrow from, and renew an old saying...In their business the left hand and the right hand will have to connect with each other!
Kind Regards,
George Kedourie
Sadly, due to inept fulfillment company, I received my shipment well after I had left town for a trip. I did not return in time to review the NetEffect prior to my billing date, so I chose to cancel. Maybe when it opens again, I'll give it some consideration.
Correct me if I'm wrong, but I believe the fulfillment company that failed them was the same company they used to send out the Februrary 2007 StomperNet Orlando dvds and that company created the exact same fulfillment fiasco as with the NetEffect.
Needless to say, that pi#$%ed off a lot of people back then (who paid a lot of money to attend that conference) but StomperNet STILL chose to use them for the NetEffect fulfillment.?
If it IS the same fulfillment company, why in the world would StomperNet risk putting their buyers through such turmoil and denting their own reputation? Seems like S&M for internet marketers.
You are too kind to Stompernet. There is no reason for a internet launch in 2008 to have the kind of problems that transpired.
It's the SOS(Same Old Sxxx)
I'm not familiar with that prior shipping issue snowgirl, so I cant comment on that...
George, Alan & anyone else who had an issue with their order, shipment, cancellation or refund (regardless of the referring affiliate), feel free to send me a copy of your receipt(s) along with what you would like to see happen in the way of resolution (product shipped, etc). My email address is Lynn-AT-ClickNewz-DOT-com.
To those of you that cancelled your subscription to The Net Effect, and now regret that - you *will* have an opportunity to resubscribe 🙂 (we discussed that yesterday as well)
I know that there were a handful of people that had major issues with delivery & customer service over the past 6 weeks or so, but rest assured that is all being resolved. As I mentioned above, send me your order details (including all receipts) and I will personally make sure your ticket is escalated.
And no, I am not obligated to do that - but I do plan to continue promoting The Net Effect (as the awesome product that it is) and want you guys to know that when I'm involved with a product launch to the extent that I was this one - I'm behind it 110%.
I think if you read the upcoming report on the launch issues from Andy Jenkins, it will all make perfect sense. Many of the problems were out of their hands, and they've been in recovery & solution mode full-time since.
I looked at each of them around that conference table yesterday, and one point was very obvious to me: They are all individual people, just like me. They had been working around the clock, on weekends even, and they were all genuinely interested in resolution.
If it was the "SOS" its because some of that "SOS" was personally recommended to them. Somebody had to break out and find a better solution for this particular business model. That's exactly what they're doing.
My guess is that everyone else will follow in THEIR footsteps from this point forward. Kudos to StomperNet for paving that path!
And by the way, I was not necessarily "kind" about any of it. I was not there to brown nose, I was there to get answers. There was plenty of straight talk and truth, and I expressed my feelings - and the feelings of my customers & fellow affiliates - very clearly.
They addressed every single concern and issue, right down to customer records I handed them in person. Two hours of "real data" later, I got a much clearer picture of what had transpired during and after launch - and walked away with renewed faith in the company.
They're good folks. I have faith the next 4-6 weeks will prove that point on its own.
Loved your post! I too am an affiliate for Stompernet and have zero respect for the corporate culture that they have fallen victim to. I expect that the path they are on will cause what could be a great product to vanish due to lack of customer support from their end.
While I have received much lip service, I have yet to find that they are people who can be relied upon at this point. Perhaps they will read this and wake up.
I am greatful to not have sold many subscriptions via the big push thid spast Sept.. I say this because if the horrible customer support reported to me by one of my clients for which I was copied on.
One can only wonder....
Dominic
Thank You Lynn,
You are very kind indeed!
I will over the next days get a file together for you.
Right now for me it is no longer about the money, even though I do expect to be repaid my final outstanding $6 and some cents, but about how I feel they need to listen and respond to their market.
If they wish that their market learn from them, they need to be exemplar in their attention to that market, and they have to ensure that their clients and affiliates are answered rapidly, personally and with effective solutions.
'nuff said!
Best,
George
I appreciate and respect your response. Prehaps if Stompernet had done to start with what they are finally doing.
But to me it is a bit like Big 3 Automakers CEO's who fly in private jets wanting a goverment handout(which I hope they don't get). In a word or two mostly avoidable with proper planning and execution.
I guess I should have been following you earlier. I got the package late which I wasn't that upset about. I really liked the newsletter(Net Effect) and the cd's.
Where I got upset with the stomper crew were that my emails I sent through support were not answered. At All!
Only when I canceled did I have someone respond. 2 1/2 weeks later after I canceled.
The reason I canceled was that I didn't receive the 2nd issue. I sent 2 support tickets to them and got nothing in return.
Then 2 1/2 weeks later I received confirmation that my account had been canceled. 2 days later I received an apology for the botch up and was asked if I wanted to rejoin.
No Thanks!
I don't care who they are or if they are multi-millionaires. You don't do that!
Then I see you(Lynn) promoting them on your blog and darn near unsubscribed. Then I thought it's not your fault they were tragically inept with this promotion.
Yes I was steamed at them but I will not risk the chance of not learning from you because of someone else dropping the ball.
I do trust you Lynn but I will never be associated with the stomper crew again.
I agree, Kudos to StomperNet for what they're doing now (after the fact) to remedy a bad situation. What blows my mind is how they could let this happen twice! Regardless of any personal recommendation for this crappy fulfillment company, StomperNet had already been burned by fulfillment in 2007. I understand Robert's comment about the SOS and the "personal recommendation" thing is not an acceptable excuse/reason. A business owner should be able to objectively analyze recommendations from friends/associates and in the end, make the decision that's best for their customers.
I had mixed experiences with stompernet. But once I had the package, I forgot every sour thing n got to like the product. I guess they haven't expected their product would really meltdown the systems (as some marketers promote their products, lol). Its assuring to know that they really are working to help the customers.
Thanks Lynn for the article. I stopped short of writing a blog about the great delay in affiliate commissions from SN a day or two ago, and decided to drop them another email.
To their credit they did respond, and I got the commissions paypaled within a few hours. I understand that mistakes have been made and we're all capable of this but unfortunately I will be hesitant to promote another launch given the problems that have arisen for customers and affiliates alike.
Mal
Great post Lynn.
Lately I've also been let down as an affiliate due to poor planning by the marketers and I think this is a wake up call for affiliates to do more research into the people behind the launch, what plans they have in place, and what technology they are using.
Interesting how their aff tracking system had to be replaced but it happens to the best of us.
There is no perfect IM launch but I agree that they're on top of things and in the top 1% re the way they take care of their affiliates, and more importantly their customers, so I'm behind them too.
Well, times are, indeed, tough financially and I think a lot of that is reflected w/the comments so far.
Sure, StomperNet made a big mis-calculation on the partner they chose with the fulfillment. Sure, they should have known better. Sure, they need to deal w/ communications issues when they fall short better AND should have been better prepared(esp. considering they are fairly well capitalized) for all scenarios(are any of them taking Rich Schefren's GPS program - whoa! If yr taking this one and you do what he sets forth, you pick up on these possibilities - but that's another post!)
I've not received the first package yet either and I do need to connect w/ someone to get it (i'm too freakin' busy workin' on my business!) but the second issue arrived two days ago and.....well, WOW! THIS is how you do it, folks. For a monthly bundled continuity (DVD/CD w/ magazine), they have the set the standard. After seeing what Filsaime did w/ his(whoa - that was shameful, folks - a full on hack job) and others(no more names- smaller players, though, giving the 'concept' a very bad name this year), StomperNet's kicks major butt. Seriously, it...just...does.
Best compliment I can give it - is that I woke up at 3am this morning chewing on something that was in what I had read a few hours before!
BUT The bigger issue, though, is while there were troubles, rather than getting worked up about them all, a lot folks just get working on building your businesses with other things y ou have going on NOW and deflect the (temporary) negativity of the situation and have a little trust that it will all work itself out - eventually. Whether the charge was $10, $10 or $150 and the fulfillment was not happening quickly enough - just focus on making your business better, more impactful for your customers and more profitable so you don't have to worry about a charge one month for something is slow in coming.
Yes, StomperNet has some disfunction going dealing w/ issues they should be more competent on, at this stage - NO ARGUMENT here. (Hey, I don't have the first package yet, either!) BUT dealing w/ the curve-balls, the screw ups and mis-calculations happens to every one.
StomperNet's success is the envy of many - rightfully so. They should have seen this coming better w/ their past success. Alas, they did not - they are human. A bunch of very, very smart humans who I want to empower, enlighten and engage their knowledge to grow my businesses with.
Lynn, you have have it dead-on right with much of what you imply at the beginning of yr post. There's a LOT implied there and that is NOT being aired out that I can see. Part of it, is that affiliates need to start being a LOT more careful with who they are promoting as there's some troubling trends that everyone is seeing in the market place the last six months and it goes beyond it being worn down by the whole PLF techniqueing.
This whole space is readying itself for an evolutionary step to grow beyond what's going on presently- probably not any time soon, it feels. (and not a lot high-profile IM folks are talking on this subject - the strong future leaders SHOULD be, though, imho)
But the established leaders, like StomperNet, will be at the forefront(for the record, I'm not a member - yup, too pricey for my budget - I'm strictly going what i've seen w/ this second issue of The Net Affect, it vision and execution and content - and some of the great content I've learned in the launch videos and implemented) - I am certain they will be at the forefront of this process and growth.
Arguably, maybe StomperNet needed a bit of humbling inside this concern, restlessness and dis-satisfaction w/ what is going on the IM world(mine is the music biz, not info marketing) . We ALL do (take it from someone battling for his life in the music biz - one of THE worst industries to be operating in the last 5 years) - it just makes us better - AND more in tune w/ what our customers really, really want and desire from us.
Now, it's true that millions of people are going to continue to coming online for the years to come and there's all kinds of opportunity for info-marketers coming up - and the charlatans are only going to INCREASE. I believe, it's little event's like these - high profileish bumps like this one - that will engage critical important mechanisms into the IM space that will make it all the b etter, more transparent, easier to read the 'bad guys' ------ and help make people like all of us, working so hard to make their businesses better, make more money to live the ideal lives that we have set forth for ourselves.
How?!?! By providing a stable industry infrastructure which, when these new people enter in the coming years, they can trust at a MUCH higher level than many of us did at the outset of things 10 years ago(my biz has been online since '97), BUY more and SEE MORE results, QUICKER than many folks here probably have. The California Gold Rush Days(1848–1855) of the internet are done - we are moving into a consolidation of the best capitalized industry leaders growing in their influence over the economies, at large. It still leaves plenty of room for small players to move inside and be wildly profitable, still. Hey, it's just an arm-chair theory! ;-P
Okay, I'm ramblin' and not making much sense but.....all this hub-bub is going to make y'all better, in the long run, if we all just frame it with a more positive, action-oriented manner!
Peace,
Bruce Brodeen
http://www.notlame.com
Do you know if they started shipping the 2nd edition of the DVD of the month? I haven't been billed or received anything yet, so I'm guessing delayed while they were sorting out the fulfillment issues. I had emailed them, but my attempts bounced back a few times.
Lynn,
Awesome stuff and great to finally meet you in person in Vegas! Good times!
Michael
I had the same experience as Steven posted above. Emails (including one directly to an address Brad Fallon personally provided) as well as 2 phone calls and absolutely no response from StomperNet. It took Lynn's involvement to get any action from the Stomper Crew.
I too had been charged postage and never received a package. When I asked for a refund, they sent a canned email saying I had to return the product first. Problem...I had no product!
Anyway it is now resolved thanks to Lynn's followup. No more charges, no more product, no more dealings with Stomper. I've unsubscribed from all emails.
Maybe I would have fared better is I was a customer via you Lynn. As it was I had vey bad experience. I still haven't received my package. I got no responses to emails.
Brad wrote in the Warriors forum after lots of grumbling there, that we were "whiny cry babies" He also said that he would "bend over backwards to help" and would answer if we wrote to the personal email address he gave us.
I wrote to that email address 3 times before I got a response. I was in the same boat as the above writer in that I couldn't return what I had not received. I felt robbed of over $300 and was worried I would never see it again.
I will never again purchase anything that isn't tried and tested by others first. The whole saga has given me NOTHING except worry. Why couldn't they put the mag content online for those who didn't receive it?
It was your write up that made me buy even though not via your link. I can tell that you are completely sincere and I don't think it will rub off on you. Your reputation is too good.
Thanks for the update Lynn.
I have always felt that StomperNet were the good guys who were undone by making an extremely generous offer which was too successful.
However this has harmed their reputation and I am shocked at the number of people on my affiliate list who have bailed.
The Net Effect is excellent value and whilst I haven't finished reading all of issue 2 yet, it is again packed with great content.
Thank you for sharing the details with us, Lynn. I am very pleased with the NetEffect publication and the monthly videos. I feel that StomperNet has a staff of the very best SEO's and marketers and I am happy to have an insider's view with this less comprehensive version, but more affordable than the $800/month membership.
Great info you posted here, I found you b/c I am on the Stomper affiliate list and just came here out of curiosity and now I'll be a regular reader!
Van
Lynn - Incredible post. I took a chance and asked for your help in resolving my SNet issues and because of your help those issues were resolved in two days. I learn more about you every day but today more than ever I am convinced of your dedication to your customers. I am also impressed by your determination to protect your reputation - something everyone should striving for. You are a true hero in this confusing world of e-commerce.
BTW - I was thrilled to see my name mentioned in your post!
Respect. Yeah, STSE2 is the only product that I've yet to recommend to my clients (of course I haven't been "in business" too long!), but I've skipped over a lot of stuff, so far. It's always very refreshing to find someone who really cares about the well-being of their clients, rather than finding opportunities for financial gain.
I've started buying things, giving it a full test, and then will make my first mention of it. Might not be "breaking news," and it might cost me a lot in commissions since the majority of people who were going to buy it bought during the launch, but I'll feel good about putting my name on the line (or not!), and people will know that they can trust my recommendation.
To those of you caught up in this fulfillment problem, hope that you get your package soon! Hate to hear some of you have waited so long, but it really IS a great product!
Lynn,
I've been wondering how this was going to shake out in the end and where you stood. Thank you for going the extra 600 miles -- literally -- to speak about and on behalf of your community. It's that kind of integrity and loyalty on your part, and your willingness to do the dirty work when necessary instead of "sweeping things under the rug" and letting StomperNet die a natural death on your blog and forum.
You didn't say, but I'm hoping now that everything is ALMOST resolved that you will be working in the private forum on STSE2. I don't need one more product sitting on a shelf or gathering cyber dust on my hard drive.
Looking forward to moving on from here. I'm sorry that there haven't been more "I had no customer service issues" or "I love my STSE2" posts here. I can't believe the negatives weigh in as heavily as they appear to, based on this post. Would love to see the stats on satisfied vs. dissatisfied customers from people who ordered through your link.
You're truly a class act, and I'm happy and proud to be a part of your TRIBE!
Deb Gallardo
The Story Ideas Virtuoso
Great Post Lynn!! Thanks! Your post is like a lighthouse, it truly helps to see the light you shed, because trust is such a major issue! When ever I see a tweet or email from you, I immediately feel comfortable! Thanks
What can I say more ?
Lynn, your post is incredible !
You are so truthful and so honest in all you do.
No words can express my profound admiration for you and I want you to know that I am proud of being part of your community.
You really "serve your market " and deserve all the respect the IM industry has for you.
Your personal help in resolving my STSE2 unfulfilled order is greatly appreciated.
Yes, I am patiently awaiting my package and have confidence it will arrive soon, thanks to you.
Merci Beaucoup !
Until next, take care and all the very best.
I'm going to keep this short & sweet.
You never get a second chance to make a first impression.
Kudos to you for posting this Lynn. And kudos to StomperNet for working so hard to pick up the ball after they'd dropped it.