Dear Winster Support,

Update: I would like everyone to know that Jerry contacted me directly last night and refunded my money today. Not only that, we have entered an actual discussion regarding site issues, and they are working on the server lag, and speaking to me about the concerns themselves rather than using support. So I would like to amend this to say that I regret what's happened, but I still support Winster and will be joining again once the server issue is resolved because I am very happy they took the time to address this situation. Even if you're canceling or downgrading as I did, please try to check with me or test the site to wait out this period of issues. All sites will have problems, but Jerry contacted me quickly and is receptive, and I respect that when it comes to business and when it comes to running such a large site, so I'm going to keep supporting them through this and offer what help/information I can so that I can come back soon! There may be an interview coming up as well, but if you have anything you'd like me to bring up (I've already covered a lot of it), please drop me a message, okay? Most of you have my personal info, or you can comment here. Thank you for your support through the stress and upset I went through yesterday, and don't give up on Winster yet - if you're staying as paid, just try to keep your spins down as much as you can, and hopefully the lag issue will be a thing of the past soon, in which case you'll see your crazy nun hopping around to chat and trade with you. <3 to you all.

About my cancellation - I have downgraded before and kept gold status until the paid time was up, which was the agreement on your site. Now, I've been stripped of my status, right after paying 9.99 for basically nothing, very close to cashing in for my son's prize for his bday next month (I'm a single parent and needed this but it will be IMPOSSIBLE at free level) so I would like you to fix this immediately, giving me my 800 spins and full points until the paid period is up. I am filing with PayPal for a refund otherwise, and I'm so glad to see that you love to mess with your members, when the reason I cancelled is because the server lag makes it unplayable. I've been loyal for nearly a year, and the site has only declined. You may want to know there's a petition against this online:

Protest Winster and Server Lag!

Please let me know within the week what you are going to do or I will be taking further action against you. Thanks for gypping a kid with a disabled single mother out of a birthday present, by the way. Shows what great people you are. By the way, I was paying for both me and a friend, so you just lost $240 a year unless you fix things, in which case I'll gladly subscribe again, and there are a lot more members talking about dropping you lately.

~Colleen Haddock, mercynre on Winster

Edited: I am speaking with Jerry directly regarding what was previously here, since he contacted me himself and a resolution is in the works. Will update, and if he has the time and wants to, would love to interview him with some short questions about Winster to clarify questions from members.

Their response:

Thank you for your email.

To upgrade, downgrade, or cancel your Club Winster membership, click on "Settings" (on the menu bar), then select the "Membership" tab and follow the instructions.

Upgrades take effect immediately. When you upgrade, you will be charged the difference between your current membership level and your new membership level, pro-rated to the end of your current billing cycle. Your billing cycle is not affected. Your spin balance will immediately be increased to your new membership level. Note that if you use PayPal, you will be asked to approve a new Paypal 'subscription' with a partial payment for the balance of your current month, then a full payment each month thereafter.

Downgrades take effect at the end of your current month. If you pay by PayPal, you will be asked to approve a new Paypal 'subscription' with no payment for the balance of your current month, then a full payment each month thereafter.

Cancellations take effect immediately. Winnie does not refund or pro-rate your last payment, so it is best to cancel just before your next membership billing date. However, upon request Winnie will pro-rate your last payment if she made any material changes to the terms of your membership during that billing cycle. Winnie does not refund or pro-rate your payment(s) if she cancels your account as a result of any violations of her Terms and Conditions.

The membership was cancelled not downgraded.
Peggy
Winster.com Support Team

My responses:

So there's nothing you'll do to fix this, despite me having just paid recently? I consider this theft of services and would like to resolve it but will take other measures if you don't wish to help keep loyal members, since I was paying for 2 gold memberships and planned on returning once the server issue was resolved. I'm keeping several of your gold and host members updated with the progress of this complaint. I would be willing to resolve this without a refund if I were just given gold status for the remainder of my paid time, but I have filed with the Better Business Bureau. I was close to the points needed for my son's present, and this is ridiculous.

~Colleen

And:

However, upon request Winnie will pro-rate your last payment if she made any material changes to the terms of your membership during that billing cycle.

Very well. I consider the fact that the site has been unplayable due to server issues to be a 'material change' and would like a pro-rated refund to resolve this, since you obviously don't wish to keep me or my friends as members. Not being able to play because of all your new free members, time outs, and such, has lost me the opportunity to use my spins and get points, or else I would have cashed my current prize by now. That is a material change, so please refund my money or allow me my benefits until the end of my paid cycle.

~Colleen

Watch this entry to see how it plays out.

Comments

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This is Lady Laran on Winster. The poor support for paid members and lag issues make the site an intolerable place to play. They are supposed to give consideration to those who have paid before their downgrade and have gypped people before when this happens.

Winster needs to seriously contemplate its business ethics in regards to Customer Service!

#1 Rayna Santiago on 2008-09-23 12:36 (Reply)

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