When does customer service becomes PR damage limitation?

What a coincidence!

Shortly after Rubo123’s post on the Warrior forum about Keith Wellman and the issues in getting a refund, Keith was able to telephone Rubo and APOLOGISED for the situation.

It must have been a great phonecall, because now apparently Rubo doesn’t even want a refund.

Re. Keith Wellman “Worst IM experience of my life”

Re. Keith Wellman “I can assure you I will not be buying from Mr Wellman EVER AGAIN”

Keith Wellman phones in. Who is “WE” now?

During the call, it is reported by Rubo that Keith Wellman APOLOLIGISED to him and anyone else who had experienced an issue.

Wellman accepted full responsibility but highlighted “1″ member of support staff, who had now been fired. Allegedly this “1″ person was responsible for the issues of every one (allegedly percentage wise, a mere handful) who had experienced a problem.

There is hope that people will now receive their refunds.
There is hope that any that remain on the AutoPilotFX course, will experience what they paid for (a product that works, advice which is sound) and receive a minimum of customer care and quality service.

That’s the great thing about “hope”
We will have to wait a minimum of 5 days for the refunds to finally appear in peoples bank accounts, and that’s if Keith can action them today and have his wishes actually implemented by his remaining staff.

Some facts, as I experienced them, still claw at me;

• Keith Wellman and Hollis Carter both had personal knowledge of the situation for several members of the private forum. They had communicated with us personally.
• The ViralFX management had time before they went on the conference, to action this.
• For an alleged “2000″ clients (803 according to the customer list aka security flaw) he must have a support “team”. That team should have been actioning stuff in his absence. Keith and the management team could have progressed this whilst they were away, with a simple quick telephone call or email.
• This apology is in complete contrast to Wellman’s own reactions in the private forum where he fervently claimed there was no problem and in percentage terms we were just a handful of trolls and bashers.

We all make mistakes.
Things do go wrong.
Communication can go haywire.
We all have a propensity to bury our head in the sand at problems.
Nobody likes admitting they were wrong or of making mistakes.
It takes a big person to go “I am sorry”. In a company, it takes a leader.

Keith Wellman chose for several weeks, not to apologise, not to admit to problems, not to offer remedies and implement a schedule. He chose to ride it out and ignore it. It’s a natural reaction. But not one you would expect of a “guru” and a “mentor”.

But the furony and what I can’t forgive is that Keith Wellman purports he can lead people to millionaire’ship. Is this how Keith Wellman leads by example? Is this glaring example of unacceptable and unreasonable level of customer service, lack of product quality and stability, what Keith suggests is needed to achieve this goal?

How many chances does one man deserve?

How many Keith Wellman’s does it take to change a lightbulb?

I appreciate the old urban expression “do as I say, not as I do” represented in “never look at a cobblers’ children’s shoes”, but who would you buy your shoes from? Who would you put your trust in when it cames to the safety of your children’s climbing boots?

My personal choice should be obvious.
But it’s a free world and you should make your own choices.

Do people learn from their experiences and grow?
Or do bad habits always stick with us?

Just like Bill Clinton, all Keith had to do was apologise at the time and promise to try and sort it ASAP. He chose not to do that. In fact he chose the opposite in the private forum and in his direct dealings with us. You probably know what happened to Clinton…

Is such a person capable of “teaching” you to make money?
Of any that may succeed, would have made money despite him?
Would such a person deserve your time, money, attention and trust?