YellScam.org

Here you can find a full history of my communications with Yell representatives regarding the introduction of Heavyweight listings and their effects on Mediumweight advertisers.

Please note that I have received conflicting data from Yell professionals relating to the number of heavyweight listings which will appear in search results. Some have said 4, some have said 6. I’ve gone with the conservative position of 4, however, some of my earlier communications say 6.

Call History

Early April 2009: Unknown sales representative.

Received a sales call from Yell informing me about the new heavyweight listings, and asking if I want to upgrade.

20 April 2009: Daniel Patterson, extension 23479.

Called Yell customer services to complain about the problem. Spoke with helpful representative who agreed that I should be concerned and was sympathetic with my issue. Was told that someone would look into it and call me back in a few days.

05 May 2009: Nicola Spence, 0800 93 55 69.

Yell returned my call some 15 days later stating that it was within their rights to change their service offering without requiring consent from the advertiser. I asked the representative for confirmation of where it states this, was told point 10 in their Terms and Conditions.

I pointed out that their T&C’s state that they will “try not to diminish the value and utility of the Services to any material degree”, and that I felt that the introduction of this system affected mediumweight advertisers to a material degree as they would know only be in the last 4 positions (presuming there are 6 heavyweights as told during this call). I calculated this to be roughly a 60% performance decline.

I asked the representative to put in writing that they did not consider a 60% decline to be “to any material degree”. I was told that they would have to consult the legal team, and I asked for the reply to be given in writing.

12 May 2009: Nicola Spence, 0800 93 55 69.

I called Yell to find out if they had investigated this issue and asked for the representative to get back to me in 2 days to update me on the progress.

14 May 2009: Nicola Spence, 0800 93 55 69.

Yell called to state that a response from the legal department had been received and would be forwarded to me in writing, to be received on Saturday 16th May or Monday 18th May at the latest. I was told the nature of this response over the phone.

Mail History

15 May 2009: Yell to Me Letter

Summary: Sorry you are not happy with the changes, they are designed to benefit as many people as possible, but we cannot find a ‘perfect’ solution for everyone. T&Cs point 10 states we can make changes, and after discussing with the legal team we cannot confirm this has had a serious detrimental affect on your financial position.

19 May 2009: Me to Yell Letter

Summary: 4 page letter with technical detail on how changes could affect adverts. Advert performance reports  from February 2009 compared to April 2009 show a significant drop in performance after the change was introduced. Request refund of all monies paid since 1st April 2009.

26 May 2009: Yell to Me Letter

Summary: 4 paragraph reply saying sorry you’re not happy, we’re not going to do anything about it.

15 June 2009: Me to Yell Letter

Summary: Letter to CEO detailing problem and requesting refund, along with reimbursement of expenses for my time.

18 June 2009: Yell to Me Letter

Summary: Sorry you’re not happy, we have reviewed this matter and are not at fault so will not refund any money.

22 June 2009: Me to Yell Letter

Summary: I Ask specific questions relating to how their sytem works and ask who the ombudsman for their industry is.

03-16 July 2009: Email Conversation

Summary: Yell reply saying that they’ll reply sometime in the future! As of 16 July 2009, no reply received!

16 July 2009: Yell to MS Letter

Summary: We think our system is better than it was, so will offer a cancellation of your advert from now on out of goodwill. Your website http://yellscam.org is falsely describing our actions as a scam.

23 July 2009: MS to Yell Letter

Summary: It is of no significance if they think their system is better, the fundamental way it operates offers a diminished level of service to customers on the old pricing method (backed up by statistical research).

31 July – 26 August 2009: Emails

Summary: Yell do not answer any questions from my letter which would clearly highlight the fundamental flaws in their new systems. They repeat their offer to cancel my contract, I decline and ask for a refund from the date of the change. They agree to my request for a refund from the date of the change. Success?