Bad experience with IPMIRROR robot review

A good friend recently wanted to register a .SG domain, and he asked me about SG registrars. This reminded me of a IPMIRROR fiasco a few years ago, and I just wanted to let people know about it. In case someone asks me again, then I can point them to this webpage and I don’t have to repeat myself.

Every year during National Day, SGNIC will run a promotion offering .sg domains for a steal (like $8, instead of $40+ normally). Looking through, I decided to go with ipmirror as the registrar. However, as ipmirror was still charging the full price in their system. I emailed them about this and they replied that their system is not updated, but this is not a problem as they will take note and rebate me the difference after I registered. So I went ahead and register and emailed them.

Posted On: 23 Aug 2009 11:05 AM
Dear Wai Peng YIP,
——————————————————————————–
First Name: Wai Peng
Last Name: YIP
Company Name:
Contact Number:
Email Address: waipengyip@yahoo.com
Email to: sales@ipmirror.com
Subject: I Love sg 2009 promotion
Message: I registered yip.sg. Please help process the rebate
——————————————————————————–

They replied promptly, which was cool

From: Jenelle Bi <sales@ipmirror.com>
To: waipengyip@yahoo.com
Sent: Monday, 24 August 2009 11:41 AM
Subject: [#SWK-630635]: I Love sg 2009 promotion

Dear Wai Peng,

Thank you for choosing IP Mirror as your preferred registrar.

We have received your domain name registration under the I Love.sg 2009 promotion. As you have paid the full price at the point of submission, we have calculated and refunded the excess amount into your credit balance account. This amount can be used for your future domain name transactions and if you have further inquires pertaining to this refund, we will be most pleased to assist.
Best regards,

Jenelle Bi
IP Mirror Pte Ltd
47 Duxton Road, IP Mirror TechHaus, Singapore 089511
Tel: +65 6222-0105 Fax: +65 6222-0210
http://www.ipmirror.com

Fast forward a few years, I didn’t want the domain anymore and wanted to close the account, getting my refund back. I emailed them.

From: “Yip Wai Peng” < waipengyip@yahoo.com >
To: billing@ipmirror.com
Sent: Monday, July 4, 2011 1:32:17 PM
Subject: withdraw credit in account

Dear ipmirror,

I would like to withdraw my credits in my account. My username is <likeyouwanttoknow>.

If you can refund via a check, please send a crossed cheque to

Name: YIP Wai Peng

Address: <redacted>

I got this back in reply

From: ” billing@ipmirror.com ” < billing@ipmirror.com >
To: Yip Wai Peng < waipengyip@yahoo.com >
Cc: IP Mirror Billing < billing@ipmirror.com >
Sent: Tuesday, 5 July 2011 11:35 AM
Subject: Re: withdraw credit in account

Dear Wai Peng,

For refund, there is a 10% admin charge, therefore we will only issue a cheque of $43.38.
Attached refund policy for your reference

Best regards,

IP Mirror Pte Ltd
47 Duxton Road, IP Mirror TechHaus, Singapore 089511
Tel: +65 6222-0105 Fax: +65 6222-0210
Reg No: 200003703C

What? You took my money for 2 years and now you’re charging me an admin charge?!

Thinking that this was a automated reply, I told them of the circumstances why I had a credit, hoping a human can step in and set things right.

From: “Yip Wai Peng” < waipengyip@yahoo.com >
To: billing@ipmirror.com
Sent: Tuesday, July 5, 2011 1:36:23 PM
Subject: Re: withdraw credit in account

Dear ipmirror,

This refund was because of the purchase of .sg domain during the SGNIC promotion previously. Your system was unable to charge the promotion pricing, thus I was asked to pay the full price and get the refund. I do not think it is fair that I am charged a penalty for this.

– WP

The same robotic reply came back

Sent: Thursday, 7 July 2011 4:01 PM

Dear Wai Peng,

We regret to inform you that we will only refund $43.38 cause there is a 10% admin charge. Please refer to our web for refund policy.

http://www.ipmirror.com/en/service_agreements/agreements 

Best regards,

Undeterred, I tried again.

Sent: Thursday, July 7, 2011 6:20:58 PM

Dear IP Mirror,
Please try to understand the situation.

1. .SG domains were supposed to go for $5 during the I Love SG promotion. This is a nation wide promotion by SGNIC. All the registrars are supposed to charge $5.
2. When I choose you guys as my registrar, your systems were still charging the non-sale price.
3. I was told that your systems have not been updated, I should pay the full price and the remainder will be refunded.
4. There was no notification of any admin fee or any other fees at that time.

I didn’t mind paying more and getting the full refund as your systems were not updated. However, it is unfair to the customer to be charged an admin fee just because your systems were not updated. If you had that constraint, you should make it clear up front.

Your policies are set up by humans, Please try to understand the situation and help.

Thanks,
– WP

Same robotic reply

Sent: Monday, 11 July 2011 4:49 PM

We are so sorry to inform you that we will only refund $43.38 cause it is in our refund policy. Please refer to our web for refund policy.

Annoyed, I replied

Sent: Monday, 11 July 2011 10:38 PM

I really understand you have a policy. Do you understand what I have been trying to explain to you so far? By the way, may I know who I am talking to? If you are unable to help me from your position, I would like to escalate this please.

The billing robot didn’t reply after this. A few days later, I sent

Sent: Saturday, July 16, 2011 8:55:16 AM
Subject: Re: withdraw credit in account

Dear IP Mirror,
Any updates o this please?

Robot again

Sent: Monday, 18 July 2011 12:40 PM
Subject: Re: withdraw credit in account

Dear Wai Peng,

We understand what you are trying to explain and you are talking to the refund department. Please refer to our web site for refund policy and we will only refund $43.38.

http://www.ipmirror.com/en/service_agreements/agreements 

I gave up. Never argue with an idiot adage.

Sent: Friday, July 29, 2011 6:23:32 PM
Subject: Re: withdraw credit in account

Ok please refund me $43.38. Thanks.

And the reply

Date: Mon, 01 Aug 2011 11:29:43 +0800 (SGT)

We have issue a cheque UOB 730487 amount $43.38 and has mail out on 28 July 2011.
Thanks

Best regards,
Jasmine Loh

Finally, a human!

Shame on you, ipmirror. Shame on you, Jasmine and the helpdesk / billing robots. You people deserve better then to work for such a douchebag company.

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