Mazzitmo
Minnamurra,#2Consumer Comment
Mon, December 17, 2012
I have just had an issue resolved using Just Answer. I found the service useful because I could provide the "expert" the specifics of my computer and my problem and implement their tailored solutions. I spent much time trawling through various forums prior to going to Just Answer.
My issue with Just Answer only arose after I posted a satisfactory rating. I did not receive an book-keeping style bill. Instead I received a personally written email saying I had been charged twice because I submitted a second question (saying "I think I just paid you") and that this charge has been refunded and that the email will server as a receipt. I asked for a tax invoice and was told "sorry but you will not be able to use this on your tax" without explanation.
At this stage I have just submitted a request for a proper receipt.
The billing system makes Just Answer seem unreliable. If they themselves "asked an expert" about basic book-keeping, they could be more trustworthy.
Transparency is crucial in internet transactions. Reputation and repeat customers lead to profits. If people just spend less time in trying to make "easy money" eg: tricks and misleading statements and put that same effort into actually helping others, they would make the just as much if not more money.
I am bracing myself for over charging and no receipt. This is unfortunate and I actually came online tonight to ask them another question.
EthanA
San Francisco,#3UPDATE Employee
Mon, July 30, 2012
Hi Ecosense,
Thank you for your reply and I apologize for any confusion. As mentioned in my last post, "We do say that you don't pay unless you are satisfied as you don't pay your Expert until you indicate you are happy with their answer. You do pay a refundable deposit up front so the Expert that answers you knows you intend to pay."
Please let me know if there is anything else I can assist you with.
Regards,
Ethan
Customer Service Supervisor, JA
BBSB
somewhere,#4Consumer Comment
Sat, July 28, 2012
Thank you for saying so clearly what I have been saying for many years.I love Just answer.I use this since 2009. The doctors are great. but I don't like some answer I tell them that But I still pay them. A loyal Ja customer JA-Has heart.
ecosense
United States of America#5Author of original report
Fri, July 27, 2012
You state:
"Nowhere do we claim that you won't be charged upfont."
And yet your web site says:
"You will have the option to view and rate the expert's service before agreeing to pay them for helping you."
See the attached screen shot.
I am still confused.
EthanA
San Francisco,#6UPDATE Employee
Fri, July 27, 2012
Hello,
My name is Ethan and I am the Customer Service Supervisor for JA. I apologize for any confusion you experienced using our site. Nowhere do we claim that you won't be charged upfont. Please take a look at our "how it works" page:
http://ww2.justanswer.com/how-justanswer-works
We do say that you don't pay unless you are satisfied as you don't pay your Expert until you indicate you are happy with their answer. You do pay a refundable deposit up front so the Expert that answers you knows you intend to pay.
Regards,
Ethan
Customer Service Supervisor, JA
ecosense
United States of America#7Author of original report
Fri, July 27, 2012
Perhaps your comment was mostly in response to someone else's comment. If you read my original post, please recall that my concern was that 1) JA attempted to charge before we had had but one exchange of information and 2) JA doubled the charge. Please see the attached documents, which were screen shots of the 'contract' plus the attempted charge alert on my iphone.
I think that JA is a WONDERFUL idea and a great business model. I would consider being a consultant myself. I mentioned a possible solution to the problem of refusal to pay. That would be a two way feedback system for both users and consultants or perhaps an initial partial payment system.
I had concern for the consultant. It worked out badly for all of us. I didn't get an answer, he did not get paid and I wasted a few hrs on the site plus filing this alert. And that was only because JA has a rather shady way of billing - they charge you first but claim that they don't! "You don't pay unless you get an answer".
Cheeziegal
Florida,#8Consumer Comment
Thu, July 19, 2012
My husband is a full time legal consultant on JA. Working from home allows us to avoid the expense of daycare, as well as avoid having to work for a law firm, because who wants to be around a bunch of lawyers all day? I don't know how you got charged more than you authorized but I am more concerned about the comment a few posts down about how you can reject the answer if you don't want to pay. The consultants on JA don't split deposits, in fact they don't get paid at all unless the answer they give is accepted. If you ask a question and the answer you get isn't clear, you can ask for clarification. If the answer you get isn't the one that you want but it happens to be correct, please accept the answer so that the expert can get paid for their time and research. He has gotten Bad Feedback because the client has said " I knew that, I looked it up online", well then your research was confirmed, pay him. Your 18 year old son slept with his 16 year old girlfriend and her parents are crying statutory rape? Yes, it's serious and he will become a registered sex offender. I'm sorry he gave you bad news but it happens to be the law so don't give Bad Feedback because the truth is upsetting you, accept the answer and pay him. Experts have to monitor questions sometimes 10 or more hours a day to make up for the folks that take the answer and run. Bad feedback lowers their overall approval rating and makes the expert look like they don't know what they are talking about. Please, give the expert the benefit of the doubt, ask for clarification if you need it and pay your expert if they answered your question even if you didn't like the answer. Thanks!
EthanA
San Francisco,#9UPDATE Employee
Mon, July 09, 2012
Hi ecosense,
My name is Ethan and I am the Customer Service Supervisor for JA. I'd like to look into what happened with your account and get this resolved for you. Please email me directly at [email protected] with the email address that you used to post your question. I look forward to the opportunity to assist you with this.
Regards,
Ethan
Customer Service Supervisor, JA
Franky G
Abingdon,#10Consumer Comment
Sat, July 07, 2012
I have used Just Answer many times. This is my understanding.
You place a deposit on the site with your credit card. It stays in your Just Answer account until you ask a question. Normally, asking the question and placing the deposit are done at the same time.
The amount you 'put up' is going to have an effect on how quick you get an answer. The experts on the site are all in it for a share of the deposit. The more the deposit, the more they get so larger deposits will get a quicker reply (in my experience having asked and paid for about 25 questions over the last year).
An expert in teh correct field will respond to your question and hopefully he will be able to provide an answer after some back and forth information exchange.
Only when the expert has answered the question to your satisfaction do you click ACCEPT. That is when the money is transfered from your deposit to the expert.
So, yes, money is taken out of your credit card account but at any time you can initiate a refund yourself. After an answer has been given you can STILL requests a refund if you don't like the answer.
It's a great system but can be confusing and appear at some times 'scammy'.
They also have a subscription plan which is not hard to avoid although I suspect some will click on it and get billed monthly. Anyone with teh slightest internet savvy will not click on teh subscription link.
Good luck.
Ramjet
Somewhere,#11Consumer Comment
Thu, July 05, 2012
Thanks for the response ecosense.
The Outlaw Josey Wales
Golden Meadow,#12Consumer Comment
Thu, July 05, 2012
Ramjet did OP correct you????? How dare they to a member of the Team Rebutt, what is this world coming to???? Have a nice day
ecosense
United States of America#13Author of original report
Wed, July 04, 2012
Yes, that could be a problem with people not wanting to pay. However, the solution is not to violate the terms of the contract with the customer. One solution I see would be to have feedback on the customer in addition to the consultant. Customers with a high rating would receive better response and conversely, customers with poor rating would not receive responses. I would have been happy to pay $39 for a response that could save me $200 or so.
Ramjet
Somewhere,#14Consumer Comment
Wed, July 04, 2012
Not having used the site before, is the procedure normally that you don't pay until you get an answer that you like? That seems fair but I wonder how that works out for the site. If you get an answer you like and it solves your problem but you tell them you don't like it and won't pay, how do they get paid for their service?
You may well not do that but plenty of people would.
Just curious about how it's supposed to work for both parties.