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Beware of Gunggo *HORRIBLE customer support* (32)

11-05-2015 04:27 PM #1 randomman (Member)
Beware of Gunggo *HORRIBLE customer support*

****UPDATE 11/6/2015****

So thanks to the STM community the issue was promptly brought up to the appropriate GUNGGO reps and it looks like this issue has been resolved. For what it's worth, I think GUNGGO is good on their word, there was definitely an issue with a lot of their reps being at AdTech: NY which screwed up the timing and communication for a lot of things. I didn't take this into account. But it does seem like the money is on it's way and i'm good for the refund.

I have no review on the quality of traffic of gunggo, I've heard many great things, but the lack of communication was a bit worrisome. It did take somewhat of an uproar to hear an answer from them as I wasn't getting any reply from their e-mail support system nor was I able to call directly to their headquarters. I can't fault my rep for anything because she was at AdTech NY.

That being said, the issue has been resolved. Tony had reached out to me in addition to my account manager and everythings good.

Thanks to everyone who helped and reached out and was legitimately concerned. I truly believe the STM community breeds honesty and commitment out of all their partners. The concern from some of the members here alone is worth the price tag on this forum. Thank you to everyone.

I hope that this doesn't tarnish the rep of GUNGGO, I've heard a lot of good things. I just think they need to work on their customer support a little, perhaps fix the issue with their voicemail system being FULL and their e-mail support system. That's my only suggestion.


Been trying to get a refund for my money for over a week and I still haven't been able to contact them properly. Sent them 2 e-mails to which I got no response. Tried calling them but every department I try it sends me to an automatic voice messaging system that says "voice mail box is full" and disconnects me. I try using their live chatting service on their website, doesn't work. I can't login because they haven't provided me any login details. I've tried contacting my manager on skype who's gone M.I.A and stopped responding as soon as I requested a refund.

I was promised that my money would be 100% refunded should I choose to request one. The time came when I wanted to refund my money and i'm getting no response from them.

This is becoming ridiculous.

I'm not sure who or where I can turn to but I figure I can warn some people in the future if they're planning on using this platform. STEER CLEAR. They have absolutely horrible customer support, I've heard some people say their traffic quality is good for certain geos but if you do decide to put money on there, becareful, they might screw you over if you want to take it out. There's something weird about their refund clause.

Hopefully this gets more attention. Before you decide to use gunggo, take note of the risks, they're incredibly hard to contact.

11-05-2015 04:30 PM #2 lsmedia (Member)

Shame, I was really considering using Gunggo. I know what you mean about the live chat, it hasn't been working for months.

Hopefully someone from Gunggo is on here?

Best of luck.

11-05-2015 04:37 PM #3 randomman (Member)

Quote Originally Posted by lsmedia View Post
Shame, I was really considering using Gunggo. I know what you mean about the live chat, it hasn't been working for months.

Hopefully someone from Gunggo is on here?

Best of luck.
I asked their support if an option for refund was available and my ticket was closed almost immediately. Not sure why...

11-05-2015 05:06 PM #4 lsmedia (Member)

Quote Originally Posted by randomman View Post
I asked their support if an option for refund was available and my ticket was closed almost immediately. Not sure why...
Sounds fishy - on a positive note, was the volume any good? Obviously it wasn't converting for you hence the refund, but was there some meaty volume there?

11-05-2015 05:15 PM #5 shakedown (Member)

Getting a refund on Gunggo is impossible. Also, I tried to sell my remaining balance/account to another member....not happening.

11-05-2015 05:45 PM #6 bimoca (Member)

Wow, I'm both sorry and grateful to read what's happening with Gunggo, was also thinking about making a deposit there...

11-05-2015 06:34 PM #7 jleone (Member)

I wired them $100k a while back, after only using about $30k of it I requested a refund and they wired me back the remaining $70k.

Recently started testing with them again and their support has been fine. Never really had an issue with their support, traffic on the other hand has been pretty difficult to get profitable.

11-05-2015 06:39 PM #8 HenryW (Member)

Quote Originally Posted by randomman View Post
Been trying to get a refund for my money for over a week and I still haven't been able to contact them properly. Sent them 2 e-mails to which I got no response. Tried calling them but every department I try it sends me to an automatic voice messaging system that says "voice mail box is full" and disconnects me. I try using their live chatting service on their website, doesn't work. I can't login because they haven't provided me any login details. I've tried contacting my manager on skype who's gone M.I.A and stopped responding as soon as I requested a refund.

I was promised that my money would be 100% refunded should I choose to request one. The time came when I wanted to refund my money and i'm getting no response from them.

This is becoming ridiculous.

I'm not sure who or where I can turn to but I figure I can warn some people in the future if they're planning on using this platform. STEER CLEAR. They have absolutely horrible customer support, I've heard some people say their traffic quality is good for certain geos but if you do decide to put money on there, becareful, they might screw you over if you want to take it out. There's something weird about their refund clause.

Hopefully this gets more attention. Before you decide to use gunggo, take note of the risks, they're incredibly hard to contact.
I've heard some great things about Gunggo from some affiliates, hopefully this is an outlier! - I can give you a contact over there if you want to hit me up via PM - glad to put you in touch with someone!

Hope you can sort this out soon mate

11-05-2015 07:14 PM #9 randomman (Member)

Hey that would be awesome. I have 3k stuck there I'd like to get out :/

11-05-2015 08:21 PM #10 HenryW (Member)

Quote Originally Posted by randomman View Post
Hey that would be awesome. I have 3k stuck there I'd like to get out :/
Thanks for PM'ing me! Hope it works out for you!

11-05-2015 08:41 PM #11 azureus (Member)

Quote Originally Posted by jleone View Post
I wired them $100k a while back, after only using about $30k of it I requested a refund and they wired me back the remaining $70k.

Recently started testing with them again and their support has been fine. Never really had an issue with their support, traffic on the other hand has been pretty difficult to get profitable.
You're pretty brave to do that... lol

Gunggo has been spamming me constantly, they are very shady and my friend tried them with very low traffic quality as a result.

11-05-2015 09:33 PM #12 hlokitty (Member)

Pretty disappointing to hear this- most of my affiliates have had great service with their reps. Perhaps you should try contacting Joel or Tony PM me if you need their skype.

11-05-2015 10:03 PM #13 jack45 (AMC Alumnus)

I've only just recently had trouble getting a response from my manager after requesting a refund. However he is currently at Adtech:NY so will keep that in consideration, will provide further updates later on how it goes.

Their I/O has an out-clause so I see no reason why you shouldn't get a refund, hopefully this is a misunderstanding.

11-05-2015 10:06 PM #14 randomman (Member)

Will update this. I have reached out to Tony. I've heard they are good for their money from another source, so maybe this is just an outlier case..

11-06-2015 02:56 AM #15 gbaker (Member)

They are borderline retarded there. I legit think they huff duster between the hours of 11am-1pm on tuesdays and thursdays.

They gave me a refund though.

11-06-2015 07:43 AM #16 cbrughmans (Member)

We've had a pretty good experience with Gunggo, but we've never tried to get a refund so I don't know whether this is possible or not. Did you check their T&Cs?

11-06-2015 08:14 AM #17 sxk1120 (Member)

I'm also got the same issue, I contact Tony for many times in skype but no response

11-06-2015 10:56 AM #18 vortex (Senior Moderator)

I've just left a message to ask my rep from gunggo to look into this. (Still early morning in Toronto.) Although I have never requested for a refund, I've been with gunggo for a few months and my rep has been extremely responsive. The traffic quality is OK as well - I've had some profitable campaigns there. Hopefully this matter will get resolved real soon.

Amy

11-06-2015 04:12 PM #19 randomman (Member)

haven't received word from Tony yet. But i'm giving him the benefit of the doubt since adtech NY was this week.. (is it stil going on?)

11-06-2015 04:57 PM #20 phillian (Moderator)

Quote Originally Posted by randomman View Post
haven't received word from Tony yet. But i'm giving him the benefit of the doubt since adtech NY was this week.. (is it stil going on?)
Gunngo had like 5-6 people there on the floor easily. Ad:tech wrapped yesterday, figure they're in conference rebound today, give them till Monday. Hopefully this gets resolved for you soon.

11-06-2015 06:27 PM #21 tonylmedia (Member)

Hi Randomman,

Please PM me or email me at tony@gunggo.com. I can be reached on Skype: tonylmedia as well. As phillian mentioned, most of us were attending AdTech NYC and we may have not seen your emails until we get back into office. Gunggo has no reason to hold back anyone's funds.

Let's connect and get this solved for you.

Tony L

11-06-2015 08:06 PM #22 tonylmedia (Member)

Quote Originally Posted by azureus View Post
You're pretty brave to do that... lol

Gunggo has been spamming me constantly, they are very shady and my friend tried them with very low traffic quality as a result.
Hi Azureus, please PM me or add me on Skype: tonylmedia. Would like to know why you think Gunggo is shady and how I can help clear things up. Gunggo is a long standing ad network and we stand by our traffic.

There are many things that needs to be clarified as there are many variables that can affect the traffic such as CPM bids yields your placement on sites and lower CPM bids will not get you premium sites.

11-06-2015 09:11 PM #23 tonylmedia (Member)

Quote Originally Posted by sxk1120 View Post
I'm also got the same issue, I contact Tony for many times in skype but no response
HI sxk1120,

Please PM me or message me on Skype.

11-06-2015 09:14 PM #24 tonylmedia (Member)

Quote Originally Posted by gbaker View Post
They are borderline retarded there. I legit think they huff duster between the hours of 11am-1pm on tuesdays and thursdays.

They gave me a refund though.
Hi gbaker, please PM me or message on Skype: tonylmedia if you have any concerns or issues.

Thanks,

Tony L

11-06-2015 09:21 PM #25 tonylmedia (Member)

Quote Originally Posted by randomman View Post
****UPDATE 11/6/2015****

So thanks to the STM community the issue was promptly brought up to the appropriate GUNGGO reps and it looks like this issue has been resolved. For what it's worth, I think GUNGGO is good on their word, there was definitely an issue with a lot of their reps being at AdTech: NY which screwed up the timing and communication for a lot of things. I didn't take this into account. But it does seem like the money is on it's way and i'm good for the refund.

I have no review on the quality of traffic of gunggo, I've heard many great things, but the lack of communication was a bit worrisome. It did take somewhat of an uproar to hear an answer from them as I wasn't getting any reply from their e-mail support system nor was I able to call directly to their headquarters. I can't fault my rep for anything because she was at AdTech NY.

That being said, the issue has been resolved. Tony had reached out to me in addition to my account manager and everythings good.

Thanks to everyone who helped and reached out and was legitimately concerned. I truly believe the STM community breeds honesty and commitment out of all their partners. The concern from some of the members here alone is worth the price tag on this forum. Thank you to everyone.

I hope that this doesn't tarnish the rep of GUNGGO, I've heard a lot of good things. I just think they need to work on their customer support a little, perhaps fix the issue with their voicemail system being FULL and their e-mail support system. That's my only suggestion.
Hi Randomman,

Glad to hear everything got resolved for you. I know due to personal reason you weren't able to set up any campaigns and hope to see you test Gunggo's traffic in the near future.

regards,

11-06-2015 09:51 PM #26 chillyd (Member)

Tonylmedia,

You were my rep and I can say the customer service stunk once my campaign was live. I was bidding $10 CPM for pop US carrier traffic and couldn't get any volume. I am talking like $20 a day spend max. After 5 days of little traffic and constant excuses, I asked for a refund. Once I requested a refund from you and your team all communication stopped. I emailed you personally 4 times and countless Skype messages with NO responses. I only finally got my refund when I emailed gunggo accounting directly.

12-16-2015 12:46 PM #27 sebastian_r (Member)

I asked for a refund on 11/11/15 after testing a couple of campaigns that did not work out for me.

One months later, nothing has happened yet, besides Tony informing me about a process they need to follow.

12-21-2015 08:42 PM #28 tonylmedia (Member)

Hi Sebastian,

As I had mentioned in our emails, I will have my team process the refund. As you may know, companies have different divisions that takes care of things for our clients. My apologies for the delay but I have been pushing for my client's request.

01-08-2016 02:03 PM #29 sebastian_r (Member)

Edit: Got the refund after sending an email directly to the accounting department (accounting@gunggo.com).

01-08-2016 02:17 PM #30 smalcolm (AMC Alumnus)

FWIW I was in the same boat as you sebastian_r, but I kept pushing and did end up getting refunded.

01-08-2016 02:41 PM #31 buckyuk (Member)

I also would never spend the money with them again, constantly at me to get stuff set up before, as soon as the campaign was set up no contact to see how it was going, which btw for banners the volume was non existent. There is a small amount of pop traffic but all in it was just a pretty poor experience with them.

01-12-2016 12:09 AM #32 dazzled (Member)

I have worked with Gunggo. Had never had issues with any sort like this. Tony has been my account manager since day 1.

I don't seem to have any issues ever. Maybe you guys had some bad experience. But for me it has been great especially working with Tony.

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