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What do I do if a seller has broken my website and Fiverr won’t help?


homefrontpl
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I used Fiverr to simply update plug ins. The seller broke my website. The menus have disappeared and I can no longer login. I reached out to Fiverr and they cancelled the order while the website was broken. The seller then blackmailed me and said he wouldn’t restore the website back up to its original state unless I paid him. I have asked Fiverr to correct their error and step in. I have asked to speak to a manager. Fiverr are continuing to ignore me. My website is my business. What can I do now? I am shocked at this appalling customer service and inadequate behaviour. I need my website fixed. My customers are getting angry. How do I get Fiverr to do the right thing here?

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Unfortunately, if Fiverr have refunded you, there isn't a lot more they can do. 

I would change your passwords at your earliest opportunity and ask your hosting company to revert to a backed up copy of your website. (Prior to the changes taking place)  If your site doesn't have backups then it may be worth contacting another freelancer to fix the changes.  Once you change your passwords then the previous freelancer will have no influence over your website, so their threats are pointless

Choosing an appropriate freelancer is really difficult, and sometimes the cheapest an quickest to answer isn't always the best.  

 

Edited by breals
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The foundational problem is Fiverr Customer Care’s actions.

This is the point I am trying to address. Fiver has escalated an already dire situation and made it impossibly worse. Moreover, they are ignoring my pleas for them to fix their MASSIVE error. 
 

1. Fiverr Customer Care refunded / cancelled the website order without insight and understanding that you can’t do that before the website back up was retrieved from the seller  

2. This caused the seller to refuse to give me my original working back up  file - he broke my website  - no menu no login - for a steaming website 

3. Seller extorted me - I have to pay him to get my website back to where I started - I agreed to pay - but he is so incompetent he couldn’t bring it back - refusing to give me the file  - now silent  

4. Fiverr is ignoring my pleas to fix their error.  They are deleting all tickets I am creating and have been silent for 48 hours - no response at all 

Can you see my dire situation  I did my research the seller I chose had the 4.8 stars etc etc  

I know Fiverr can’t physically fix my website but I wouldn’t be in this mess if they had a clue and not cancelled and refunded the order before I could get my working back up file from the seller  

I am astounded at Fiverr being so unprofessional and not responding to my issue and simply ignoring me - how is any of this acceptable?

So, how do I get a manager to respond and fix the mess Fiverr Customer Care has created through their lack of insight ?

 

 

 

 

 

 

 

 

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50 minutes ago, homefrontpl said:

Seller extorted me - I have to pay him to get my website back to where I started - I agreed to pay - but he is so incompetent he couldn’t bring it back - refusing to give me the file  - now silent

If you know they're extorting you, why did you pay? Please tell me you didn't also agree to pay them outside Fiverr... I am very sorry to say that if you did, you lost that money. Fiverr is not obligated to respond for any money paid outside their platform.

52 minutes ago, homefrontpl said:

This caused the seller to refuse to give me my original working back up  file - he broke my website  - no menu no login - for a steaming website 

Fiverr can't force a seller to deliver anything, as far as I know. They give you the refund and case closed. Is only fair you get your money for something that wasn't made up to decent standards. I understand that having a broken website interferes with your business, but Fiverr can't really solve that problem beyond giving you a refund, the seller is the only one who is responsible for the work. You can report the seller and maybe Fiverr would terminate the account, but... You will still have a broken website until someone else solves the problems you're facing now.

54 minutes ago, homefrontpl said:

Can you see my dire situation  I did my research the seller I chose had the 4.8 stars etc etc

Some people over here were outed as fraudulent sellers buying reviews. It won't be surprising if that seller did.

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Of course I didn’t pay him. With Fiverr ignoring me and not helping I had to say yes I would pay him. I am desperate. 
 

Fiverr could request he give me my file or he is removed from the system.  Fiverr could at least respond to me to find a solution. Their behaviour is unacceptable - unless it is ok to ignore customers?  I have pleaded that they help me and respond.
 

I guess their silence highlights they know they have done the wrong thing and don’t know how to fix their error. If Nohan had just not jumped in and cancelled the order I wouldn’t be in this predicament. Retraining is obviously required to prevent this in the future. 
 

It is Fiverr’s lack of response that is so unprofessional here. Worse than the incompetent seller. 

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18 minutes ago, homefrontpl said:

It is Fiverr’s lack of response that is so unprofessional here. Worse than the incompetent seller.

Well, you did tell CS gave you a refund and they answered. As everyone here explained, that's as far as they can go. You DID receive a response, you can't be mad just because it's not the response you expected or wanted.

CS plays by the rules of the ToS. They can't please every and each customer that comes asking for whatever they want, nor they can solve something out of their range of action. They don't expect sellers to do it either. Read the ToS and you will know why Fiverr can't and won't force a seller to work again with you or to deliver anything. Also, why would you want to pay to the very seller who is extorting you AND messed with your website, to fix the website? That's nonsensical. He will extort you again.

18 minutes ago, homefrontpl said:

Of course I didn’t pay him. With Fiverr ignoring me and not helping I had to say yes I would pay him. I am desperate. 

Not a good look if you want to report the seller. If you report the extortion to CS now, they will probably give you a warning too for trying to pay to the extortionist.

Edited by moonstaredits
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19 hours ago, homefrontpl said:

I used Fiverr to simply update plug ins. The seller broke my website. The menus have disappeared and I can no longer login. I reached out to Fiverr and they cancelled the order while the website was broken. The seller then blackmailed me and said he wouldn’t restore the website back up to its original state unless I paid him. I have asked Fiverr to correct their error and step in. I have asked to speak to a manager. Fiverr are continuing to ignore me. My website is my business. What can I do now? I am shocked at this appalling customer service and inadequate behaviour. I need my website fixed. My customers are getting angry. How do I get Fiverr to do the right thing here?

"I used Fiverr to simply update plug ins"

If this is a job you can describe as "simply update" why did you not "simply update" them yourself?

Any decent CMS has tools to update plugins, so my questions are:

  1. Did you really hire someone to "update plugins" as in login to your site, click a few things, and let the repository do what it does? 
  2. Or did you hire someone to take some existing code, work with it and reupload it? 

In either case I don't see the need to share any site credentials with someone yet to be personally vetted, and you should have known if you're going to hand credentials out, then you need to have backups sorted out first.

This might be worth checking out:

https://snapshooter.com

Speaking from personal experience, giving site access to a jerk is the kind of thing we tend to only do once! 

Who originally installed the plugins and why couldn't they update them?

"The seller broke my website"

I'm sorry but I'm viewing this in the same way as I'd view someone saying "I gave my car keys to someone, they crashed and my insurance isn't paying out".

Where is the last full backup?

When was it taken?

How do you revert it to live?

"My website is my business"

Then why did you not have some SHTF disaster planning in place?

There is no easy way to learn this lesson, hell, when I first learned it the cost was huge, I missed a dot from an SSH command and murdered a live server which was powering sites that made bank, each hour we were down it was costing us money but the recovery process made me tighten things up for the better.

Are you back online now?

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