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Post by Deleted on Feb 11, 2014 16:13:44 GMT 12
I am slightly hartened by the fact that they say the promoter has the final say about refunds........ Where does it say that? I thought Dacast, the American mob, would have the final say (which means I don't fancy our chances). Although, like you, the normal way in this country is you seek redress from the person you deal with over here, that being VideoHub. What they do to recoup their losses is their business. Barry B this is an email we got yesterday from Video Hub yesterday. In the interest of transprancy i copy the whole thig here except his signature that has his phone # ----- Forwarded Message ----- From: Chris Morton <chris@event-tech.co.nz> To: 'Allan & Shelley Buxton' <our.com@xtra.co.nz> Sent: Monday, 10 February 2014 3:25 PM Subject: RE: RE: Re last nights event Hello Allan & Shelley. I must hand all these requests to the promoter. While it is in our terms and conditions that no refund will be offered unless it is rained out, your arguments will be considered. If your request is successful it may take two weeks for the funds to come out of the US Thankyou for your patience. Chris Morton |
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Post by BarryB on Feb 11, 2014 16:17:11 GMT 12
Thanks Ramjam. I wonder whether he means the promoter of the Teams Champs, or the promoter of the coverage?
Barry B
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Post by Deleted on Feb 11, 2014 16:22:48 GMT 12
Thanks Ramjam. I wonder whether he means the promoter of the Teams Champs, or the promoter of the coverage? Barry B I assume he means the event. I would have thought he was the promoter of the coverage and DaCast were a third party he used to provide that coverage. I liken it to DaCast are the landlord, Video Hub is their tennent and seller of the product, Palmy promotion are the supplier of the prodct that Video Hub sell. Am I out of whack with those thoughts? |
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Post by BarryB on Feb 11, 2014 16:34:57 GMT 12
Dunno.......just that in your personal email he refers to funds coming out of the US. I'm still waiting for a response, to both a question asked early afternoon on Saturday and to my refund request from yesterday.
Barry B
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Post by Deleted on Feb 11, 2014 16:43:56 GMT 12
I have been in touch with DaCast sepratly about a refund but this is what they have listed in their FAQ's reguarding PPV its ob's aimed at answering questions that ppl selling a stream have if you read it in that context  EDIT: I think Video Hub are being tricky, the easiest thing to do is pay refunds out of their payout |
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Post by Dirt_Fan on Feb 11, 2014 16:45:34 GMT 12
Sadly I think he had worn out his goodwill with the handling of this.people need two things when purchasing something,a guarantee that it will work and a guarantee that if it doesn't work they well be compensated accordingly. Sadly video hub has neither, you really are gambling, it's either fine and all's well or it didn't work and your nuts out of luck which he ACTIVELY promotes with his no refund policy.
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Post by tiroto on Feb 11, 2014 17:01:25 GMT 12
Just got an e-mail from Chris Morton with an apology. Apology accepted. All the best for the future. Tiaki
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Post by rebelnvodka on Feb 11, 2014 17:19:01 GMT 12
Just emailed this to Chris.
An email saying sorry will not cut it for me....
"Hello Chris.
For the purpose of this email I'd like to know the following details.
Is there still an offer of a refund for the lack of product service received on Friday night last week?
If there is not, what options are you providing to paid customers?
I think it is very important to be aware of the speedway network you are dealing with.
We (the speedway fraternity) may only be small in number, therefore a vital customer base to correspond with.
What I believe happened was that you over promised and under delivered.
Wether that was due to an increase of viewers that your provider could not cope with causing the stream to crash, is of no interest to me sorry.
It may have been caused by the third party company you chose to stream through, again of no interest to me personally.
The myriad of communication errors you have mentioned in your email to me suggest the business itself is in need of a review, however this is not my priority of interest either.
What I am concerned with is that I paid for a service (at an increased price I must add) and it was not delivered.
I look forward to your response for remediation of this issue.
Jason"
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Post by rebelnvodka on Feb 13, 2014 9:30:06 GMT 12
Just emailed this to Chris. An email saying sorry will not cut it for me.... "Hello Chris. For the purpose of this email I'd like to know the following details. Is there still an offer of a refund for the lack of product service received on Friday night last week? If there is not, what options are you providing to paid customers? I think it is very important to be aware of the speedway network you are dealing with. We (the speedway fraternity) may only be small in number, therefore a vital customer base to correspond with. What I believe happened was that you over promised and under delivered. Wether that was due to an increase of viewers that your provider could not cope with causing the stream to crash, is of no interest to me sorry. It may have been caused by the third party company you chose to stream through, again of no interest to me personally. The myriad of communication errors you have mentioned in your email to me suggest the business itself is in need of a review, however this is not my priority of interest either. What I am concerned with is that I paid for a service (at an increased price I must add) and it was not delivered. I look forward to your response for remediation of this issue. Jason" No response yet (should I be surprised?) Has anyone received any favourable responses from EventHub |
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Post by BarryB on Feb 13, 2014 9:43:19 GMT 12
I've been waiting for a response since early Saturday afternoon (and to one other email sent since). At least Ramjam and others have got something, albeit not what they are seeking.
UPDATE; Since others were getting a response I thought I'd drop him another line. At least I got a reply this time, which basically states my refund application is under consideration along with 1000's of others.
Barry B
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Post by mordecai on Feb 13, 2014 11:48:39 GMT 12
I've been waiting for a response since early Saturday afternoon (and to one other email sent since). At least Ramjam and others have got something, albeit not what they are seeking. UPDATE; Since others were getting a response I thought I'd drop him another line. At least I got a reply this time, which basically states my refund application is under consideration along with 1000's of others. Barry B this does not sound good at all I reckon ring fair go they will sort your refunds |
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Post by BarryB on Feb 13, 2014 12:22:44 GMT 12
Give him a bit of time I reckon, to be fair
Barry B
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Post by lorryathuntly on Feb 13, 2014 12:30:41 GMT 12
If the management team who put together this weekends coverage wish to charge a "pay per view' price
people are going to and should expect a "pay per view" quality which this weekends effort was not.
If they don't front up and offer an agreeable result , for which I and many paid an exccesive fee for
what was in reality , piss poor, I and maybe others will not trust them again.
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Post by BarryB on Feb 13, 2014 13:04:16 GMT 12
And that's the reality for them really lorryathuntly - if they don't sort this out to everybody's (or at least most people's) satisfaction, they're toast as far as future streams go.
My view is this; While I very well understand both the problems and the frustrations (having previously worked many meetings for Speedbox at both Palmerston North and other tracks), the simple fact is their official communications first offered a free stream for the Saturday night (which they now don't even acknowledge in their emails, but I saw it with my own eyes) followed by the refund offer, which for many I imagine was the catalyst behind them purchasing Night 2. I know for me it was, as I'd have never spent the money on Night 2 had I of known there was no refund likely on Night 1's poor quality effort. That appears to be what they're now saying however. A mistake or not, both offers WERE made via an official VideoHub source, and to withdraw them AFTER we've spent even more money with them (the Saturday night stream was much better) means we've been conned. And while the stream WAS much better (although still not worth the almost twice-the-price of Speedbox that they were charging for a lesser production IMHO), on principle I would not have purchased it had I of known they were not intending to honour their offer of refunding Night 1. Hopefully this can all be sorted out amicably to everybody's satisfaction.
Barry B
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Post by lorryathuntly on Feb 13, 2014 17:36:35 GMT 12
The Teams event charged a "pay per view" price per daily event via US therefore I expected that.
If the management chose to use cameras that offer a sub quality standard
that fact should have been advertised and not charged as top quality coverage.
No normal person will accept a US$40 fee on eg Sky or online for anything less
I note the time for refunds via credit card has expired.
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Post by BarryB on Feb 14, 2014 5:32:46 GMT 12
I note the time for refunds via credit card has expired. Is that in their Terms & Conditions somewhere? They hadn't better try and use that as an excuse........ Barry B |
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Post by rebelnvodka on Feb 14, 2014 7:55:43 GMT 12
I received a response to detail what happened during my Friday stream.
These details are going to be passed onto Bruce to be sorted out "equitably"
I paid via paypal so I have also emailed Dacast (as instructed to by eventhub) last week with my receipt.
A bit of a make or break situation for eventhub I'd say.
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glenn
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Post by glenn on Feb 14, 2014 8:09:29 GMT 12
Received this email yesterday from Chris
Hi Glenn.
"I’m compiling a list for approval and then will forward it to Dacast.
If all goes well, 2 weeks."
Chris.
A little different from his fb message to me that it will be about 2 days to get refund, am really starting to doubt if it will happen!!
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Post by BarryB on Feb 14, 2014 8:45:52 GMT 12
I didn't see a message or an email suggesting we contact Dacast. I thought the instruction was we had to email our Dacast receipt to VideoHub?
I'm not sure if there really have been "1,000's" of complaints, which is how Chris described it to me in the only communication I've received to date, but that certainly adds up to a lot of money at $50 a pop, or $100 per person for those that had issues both nights (which wasn't too many I don't think).
Barry B
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Post by pinkmod89 on Feb 14, 2014 15:29:12 GMT 12
I honestly think that everyone who had issues in the weekend with the service/product from video-hub/dacast should be contacting the Commerce Commission and laying a complaint, having read different peoples experiences with this outfit and not just for this teams champs weekend Mr Morton is failing miserably and get a feeling many if any will see a refund.
Video-hub failed to provide a service/product which did not happen
Video-hub offers a refund.......
Video-hub offered free viewing which did not happen
Then some have received mail from Mr Morton with explainations of excuse but does he accept responsibility for the non service/product, no he seems to say everyone else is at fault.
This does not bode well so that is why I say file report with Commerce Commission so if nothing happens and he does go down the drain then a precedent at least will have been set to stop others from doing this and not just to us speedway fanatics.
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