About a month ago we reviewed some recent complaints about UseNeXT and drew a few points that we'd like to see changed. At the time we contacted UseNeXT for a reply but unfortunately received no response. However, an employee from Aviteo (the parent company of UseNeXT) recently got in touch and offered a response to all the points raised. The reply was in the form of a PDF document which is available for download at the end of the article.
While you may download the PDF, we'll be summarising their reply here:
UseNeXT, a service which provides access to the Usenet, is a product of Aviteo Ltd. Contrary to your opinion the company was founded in 2004.
Our exact words were, "UseNeXT, a relatively new company on the Usenet scene (compared to the likes of EasyNews)", so we stand by that comment seeing as EasyNews started business in 1994, a full decade earlier!
The following are their responses to our points:
“If you’re going to offer a free trial, let people cancel it within the time specified.”
All new customers are offered a 14-day free trial with no risk and no obligation. They may cancel at any time during the free trial. The cancellation can be carried out by sending us a message via the online support form or simply by clicking on the respective button in the member area (see screenshot in PDF).
Besides, our contact information, including our address and phone number, is stated on our website so that customers can easily reach our support team in case of difficulties.
The trial period will be extended to a full membership only if the 14-day free trial is not cancelled in due time. The cancellation will be accepted until the very last minute of the 14-day term.
Moreover, debits are announced beforehand. Customers receive the following reminder notice one week - and again five and three days - prior to the debit: [see email in PDF]
Which is fair enough, we take their word that cancels will occur; this does leave us wondering about past cases where customers have been billed 2 years after cancelling however.
“Make it clear during sign up that failure to cancel will lead to a full years subscription being charged.”
The contract period is explained in detail at several occasions during the registration procedure. Users have to confirm that they have read and agree to our Terms & Conditions. They can complete the registration only after checking the appropriate box, otherwise the order cannot be completed (see screenshot).
In the course of registration users are also made aware of potential charges the contract entails. Furthermore, the Terms & Conditions are sent via e-mail immediately after registration.
[See screenshots in PDF]
Again, our point wasn't that the fact was missing from the sign up process but that it wasn't clear. We don't count small print hidden away in the Terms & Conditions box as clear; and nor do we count emails sent after you registered as clear and neither do the Plain English Campaign. Our point was also not that the user didn't realise they would be signed up to a monthly payment plan but that they wouldn't automatically assume they would have to pay for 12 months of service upfront: how is that fair and not meant to cause entrapment? There's a reason why other providers don't follow a similar path after their free trial periods are over (for example: Giganews, Newshosting, EasyNews all offer free trials and all only charge for one month of service if you forget to cancel)
“A faster responding and polite payments team, cancellations in the free trial period should not take longer than 24 hours.”
Our support team is available 24 hours a day, 7 days a week. Listed below are various ways to get in contact with us:
Online support form http://usenext.de/index.cfm?DL=sf.
Aviteo Ltd. Theresienstr 6-8, 80333 München, Germany
Phone: 0049 - 180 500 9602 // Fax: 0049 - 700 87 36 39 81 3
Most requests are responded within four hours. As has been mentioned above, it is possible to cancel the contract by clicking on the respective button in the member area – a mail to confirm the cancellation will be sent immediately. According to our Terms & Conditions the receipt date, which corresponds to the sending date as far as online cancellations are concerned, is essential.
We commend UseNeXT for allowing us to post their direct support details - if you need to test them and they work then get in touch. Especially if they solve any issue you may have had.
“Stop with the shill reviews, it makes the company look unprofessional.”
We are in no way connected to “jack0n” who posted (Fri Jan 30, 2009 11:02 am) on http://www.slyck.com/forums/viewtopic.php?f=9&t=26238&start=50#p505182 in our favour.
This self-proclaimed #1 UseNeXT supporter is not an employee of Aviteo Ltd. Posting shill reviews on our product is not our way of advertising our service, instead we prefer to convince with the quality of our product. We are neither related to nor do we wish to be associated with any kind of forum discussion about UseNeXT. In contrast, we support freedom of opinion on the Internet. We appreciate constructive criticism as well as positive feedback from our customers.
Thanks for letting us know, we've updated our old article. We hope it is clear why we and a lot of the Slyck community jumped to that conclusion. It isn't a practice that is unheard of.
“Stop claiming “big sites” like the ex-mininova supported you.”
It is true that we promote our service using various methods, including affiliate marketing and co-operations, which in our opinion is a legitimate and common practice. We would be glad to comment on this specific case if you provided more details.
It is absolutely a legitimate and common practice and we use them both ourselves - the point was raised because jackson (see above point) was claiming that UseNeXT was legit due to the fact mininova was supporting them. Obviously, as mininova were getting paid for advertising UseNeXT, there would be a very tenuous link with "supporting". But the point is moot if jackson was not an employee of UseNeXT.
“Two companies CCI Legal and Pro Faktura are chasing former accounts”
Yes, CCI Legal and Pro Faktura are working for us in accordance with the respective laws depending on the customer’s domicile.
Imposing a fee for provision of services is a common consequence. Outstanding payments induced by contract prolongation must be settled. If a customer is unwilling to pay the original invoice, a collection procedure will be initiated.
Concerning the user complaints cited on your blog, we would be glad to comment on these remarks as well if you provided more details.
We understand a fee is needed to provide a service; all we'll say on this is that we hope UseNeXT thoroughly check that they are charging the right users with 'outstanding payments' as we've heard a lot of cases where they may be chasing the wrong users. (see previous articles' UseNeXT comments).
As for the user complaints, we have told UseNeXT they are more than welcome to respond by hitting the reply link on the comments - we will personally verify the comments are theirs our end (Update: Aviteo have replied below, please read their comment and contact them directly quoting this post if you have issues).
If you've got your own story that goes for or against what they've said, please comment below or contact us on twitter @usenetshack.
Their official comment is available to view in this PDF.
22 Comments
Nice honest follow up. Although I (like UseNext) am fairly new to Usenet even I can appreciate what a marvellous thing it is, so it’s good to see you ‘leading the charge’ for consumers and getting such a thorough response from the provider.
Seems then that maybe UseNext aren’t deliberately malicious, but they certainly do have an aggressive approach to billing and contracts. Will be interesting to see how they fare in the long term against other providers with a more generous/up front approach.
We regret that we are not able to comment on specific cases without knowing the details. Therefore we invite you to contact our support team directly via the support form on our website http://usenext.de/index.cfm?DL=sf
We will be glad to comment in detail on the individual questions. Please state on your request that you are referring to the review on http://www.usenetshack.com so that we can forward your request immediately to the department in charge.
Aviteo Ltd.
Verified as Aviteo (parent company of UseNeXT). Many thanks for that, we’ll update the article pointing to this comment.
I managed to get myself into this load of bull a few days ago. Luckily I found out (thanks guys) that it’s a scam and I cancelled today. I took a screenshot of the “cancellation done” and sent it to them via email. I also received an email from them telling me the cancellation was confirmed. I am going to save that email till I die, LOL.
Also, whatever UseNeXT says, their fax number is NOT working, I tried to send a fax a few minutes ago.
Krisztina
Dear Krisztina,
We are very sorry to hear that problems occurred when you tried to contact us via fax. Difficulties may in fact occur when sending a fax from outside Germany. We apologize for this inconvenience and invite you to contact our support team via the online support form http://usenext.de/index.cfm?DL=sf if you have any further queries.
UseNeXT/Aviteo Ltd.
Greetings Everyone!
Let me just say that I’ve used UseNext for several years now and had NO PROBLEMS whatsoever from the service and can only vouch for how good they are with speeds I’m getting well into my maximum of 20 mb/s on the connection and this is also useing SSL.
The software they use is GREAT and easy to use, you dont need a newsreader or other bits of software either as its all in one with UseNext incl a chatroom and forums.
I also saw many bad reviews at the time I started my membership saying its a scam etc but I dont always take others words for it because you have to ‘test’ the water and make your own mind .. glad I did.
For me the number one problem folk have with UseNext and why all this scam crap has surfaced is because the billing system isnt 100% perfect regarding credit card transactions … I have always used PayPal with UseNext and this is no hastle at all because I SANCTION when the payment is made, so nothing is credited until I say so and this also means that until I do this I cant use my UseNext acocunt either, so I’m not useing credit I havent paid for … do you understand me here?
Somehow in my opinion the automatic billing system for the credit cards is just doing its thing on aito and billing people incl the wrong ones perhaps? as paypal customers incl me have no problems.
I’ve also posted my own review on the service here on my blog http://itsamixturereally.blogspot.com/2008/07/usenext-offers-great-service.html
If everyone did read the terms & conditions they would have known full well anyhow about the 14 day thing but UseNext could help themselves out with it being on the front page in bigger fonts so no one can moan.
Lastly they are VERY SUPPORTIVE with e-mails via the support link as I used them approx one month ago when I couldnt get onto the servers. The response was fast and helpful albeit didnt solve the problem but they were right with it being on my end.
I found out the problem was that the MS update had installed MS Framework version 3 which had prevented the UseNext software from connecting to the servers … only use version 2 of Framework otherwise you will lose your connection.
Thanks
sounds like employeer /shill mofo of usenext.
I have had 3 contracts with usenext and the most recent ending end of 2008, in July 2009 I received an automated invoice for 15.95 euros for a contract that I canceled in 2007 over 2 years ago. I logged onto the usenext site, it was showing canceled and could not understand how i owed money so far back when i had been paying regular premiums since. Then I received a letter from a debt collector asking for 85 euros, I have asked for a copy of my contract and i did receive an invoice auto generated. The whole thing looked like a scam especially the profaktura letter which asked for my bank details and date of birth, they stated that they do not accept cheques of any other form of payment. There a hundreds of other people who are also being sent demand for accounts over 2 years old. AFTER LOOKING ON THE WEB I FOUND OUT ITS A SCAM AND THEY ARE BEING INVESTIGATED. PLEASE BE AWARE TO NOT USE THEM.
UseNext is not a scam as I have been useing it for several years no problems at all. I’m the same guy who posted before you as ”Happy Customer”. Sounds hard to believe what your saying 100% and if its true than UseNext need to sort it out.
Provide proof here such as scans and links to your documents with private info edited out. Its all TALK at the moment mate.
You should use your words carefully as it sounds like you are labelling the system as a whole scam when they actually may be able to explain things plus where is your proof?
below is the initial email I received, as you can see they are chasing me for a payment in 2007 when i had been a paying customer upto the end of 2008 without any contact regarding this so called unpaid amount.
I will scan the letter from profaktura and put it on here, it will show they are asking for my bank details and that they dont accept any other form of payment.
Look at the dates, it doesnt make sense, I have been sending letters and emails to them for months and they have either been ignoring them or just sending me this invoice.
There are other emails that are complete rubbish, i will also send them.
Thanks for the extra info buddy. I hope that Usenext/Aviteo Ltd get back and sort your problem ASAP. I noticed the response here from them that you can contact directly themselves, well I think they should do more in the open on this page so you and we know its being sorted out.
Like I have said in the past, I have had no problems with them but when things like this appear it needs sorting out otherwise it does look pretty nasty.
As you can see they have data issues at UseNext or they are just trying to get extra cash, if you look on the internet you will see I am not alone in this matter.
I would not be so upset if they would explain the debt other then an invoice which is incorrect, but they have just forwarded my account to debt collectors and increased the amount with charges, I have just sent them letters today and would be happy to see them in court as I will be asking for compensation.
As for profaktura the letter will be posted on here tommorow as proof of how dodgy they are.
if it is not a scam then its a data issue, if it is a data issue then why are they not looking into my case?
Dear Paul,
thank you for getting in touch. You have been sent an informed reply which hopefully solves the problem. If you have any further questions please do not hesitate to contact us again.
Regards,
UseNeXT/Aviteo Ltd.
Please cancel my free trial... Never received my log information, so I can't use your website support form(which is by itself, extremely frustrating, considering I now have to rely on emailing and posting on forums like this to get your attention.) I tried calling your support line 3 times at different times of the day(during which your website indicated it was active), and was unable to connect.
Please fix this problem asap.
Paul I hope all goes well and it gets sorted out. I can only comment from my own good experiences with the service and I dont work or have anything to do with Aviteo Ltd or UseNext whatsoever.
I think it must be a data issue but like you say it should be sorted out and not ignored.
Let us know how it goes.
To be honest, I have been using UseNeXT for quite some time now and have found it to be generally problem free. The billing side of things does need them to make some serious changes though. I also have recieved a letter from Pro Faktura in the past for a cancelled account — the reason behind the cancellation was that UseNeXT stopped accepting my credit card due to some problem — I was advised to cancel and create a new account. It took 2 calls to UseNeXT and 1 call to Pro Faktura to sort out.
I have also had other issues with the billing system — such as the inability to change credit card (unless a payment fails) — I would also recommend using PayPal if you use UseNeXT services.
What I would advise is that if you do need to cancel / downgrade etc then you MUST do so before the billing date — failure to do this will result in the bill for your next period being automatically generated — at which point if you fail to pay then UseNeXT become quite aggressive (even if it takes a few years)
Hello everyone,
There is a whole bunch of victims right now in the Netherlands who are chased by debt collectors on behalf of UseNext. Many of them unjustly, after they have canceled their trial accounts that were setup two years ago. Others are chased for not having canceled. Regarding Aviteo referring everyone to the support on their website, let me just say they keep referring you to the Terms and Conditions and further do not respond to any other issues you raise. For example, in the Netherlands since some time ago it is illegal to silently extend the subscription after initial free trial periods. When requested to provide article numbers of the German law based on which UseNext operates (according to their own TC), they keep silent. One of the debt collectors they hired to claim payments from (ex)clients, cannot be reached neither by phone nor by email. I would be happy to get some kind of explanation of these issues from Aviteo.
Regards, Yet Another Victim
Thankfully, I never used Usenext. I read reviews of premium providers and ended up going with Astraweb which as of date is great.
Usenext = the way to not do business. That is like biting the hand that feeds you. I feel for the people that got screwed over. Having a confirmation of cancellation in hand should be enough for any company to "correct" billing issues but these guys are just jokes.
Astraweb are indeed a good provider, thanks for your comment.
I have had UseNext for over 3 years with NEVER A PROBLEM. Their support can be slow and if you somehow over pay, getting refund is slow. Overall, I have nothing but positive feedback for UseNext.
Except for your 2nd sentence?! You should not be able to overpay and any billing or support related issues should be carried out quickly, including refunds. Other providers manage it for the same price, if not less, that you pay to Usenext.
As soon as these issues are in the past we can probably recommend their service as we've heard very little complaints about the service quality itself.
I signed up with Usenext last April and all went well - fast download speeds and a decent enough selection of content (although there is vastly more German content that English). then in October, my 25G monthly download allowance disappeared overnight and so did my next months allowance. So I lost about a sixth of the years download overnight. I called emailed customer support to find out what had happened - I thought it was just a glitch but basically got the runaround from them - a circular set of standard responses that were unhelpful and unrelated to my issues. So, I then phoned them up on their premium line support number and spent ages trying to explain the problem and how I felt to one of their representatives, who basically said - tough luck, your account has probably been hacked into and you have to buy more from us to replace it. On posting this experience to the Usenext forums, it turns out that this is a well know problem - I was told that there are even applications out there to generate passwords for accounts to hack into them. So, I had to get all my passwords changed and carried on. Well, 4 months later and the same thing has happened again - 25G gone from my account overnight. No interest from Usenext and no attempt and any security fixes to stop this from happening. Needless to say, I will not be giving them any more money.