If you’ve been following along, I am trying to recover some money that I paid for web design work that I ultimately learned had been stolen from http://www.creative.com by Shayna McCullough under the name of a non-existent company called Iconic Media.
Early on in the process, I went to guru.com which is where the transaction took place, hoping that they had some policies in place to protect me under these circumstances. I search ed all over the place and couldn’t really find anything, so I eventually ended up scouring their terms of service. I was disappointed to see how vigorously they position themselves as a provider of payment services. I guess I understand this in a way since they really don’t have any control over who does what when it comes to actually executing these projects, but it does seem that a basic tenant of their service is to provide some insulation and protection should thing go bad.
I did not get guru involved in this early enough, I guess because I just didn’t think they would offer any help. I was wrong to have made that assumption, and while this is not yet resolved, I think their actions thus far are commendable and I’d like to thank them for the effort they have already expended.
Within a couple of hours of filing my complaint on their website, I received a fairly lengthy reply that was organized and well thought out. This wasn’t the kind of template based reply you might expect, but a couple hundred words that dealt specifically with this case and the people involved. The message described exactly what they would do to try to resolve the matter, and what my options were if they were not successful. They asked for more information, which I supplied to them, and they followed up again to let me know exactly what they were planning to do.
I have not heard what the outcome of those efforts were yet, but I am really impressed by the sincerity with which they are pursuing this. I still don’t know if I’ll hire anyone off guru.com again or not, but I do feel a lot better knowing that they do care.
I think the lesson here is that it is always better to try to get someone to help you than to just conclude based on the their legal mumbo jumbo that you are all alone in these kinds of matters.
To the folks at guru, I thank you for your efforts, whatever the outcome may be!