Can improve customer service

  • In December last year I paid for a 1 year subscription. Since a few month, Modula’s payment service keeps writing me, saying I need to update my payment details (I already paid). Now they cancelled my subscription, my website is useless without my galleries, I paid for a service I cannot have and they pretend they can’t do anything because the issues comes from their “payment processor”. I don’t have time for this, tired of people who are not responsible for anything. Worst customer service, next step is to get a refund.

    EDIT : the customer service took care of the issue, although it took a bad review to answer it, I hope this won’t happen to anyone else. The galleries not working at that time were probably an issue on my website (bad timing), although that was not the problem.

    • This topic was modified 3 years, 7 months ago by justinfrg07.
    • This topic was modified 3 years, 7 months ago by justinfrg07. Reason: Problem solved
Viewing 3 replies - 1 through 3 (of 3 total)

  • Dear @justinfrg07,

    I just saw your review here and wanted to reach out to you personally here as well, as I already replied to your support ticket earlier with an explanation.
    Before I jump in, I want to take a moment to apologize for the rough experience. We strive to offer a quality plugin and stellar support and we clearly failed to meet your expectations.

    I believe this was a misunderstanding and I’d like to acknowledge that this was mostly a poor job of communicating on our part and I apologize for any confusion so far.

    We’re not trying to pass blame or responsibility, we just want to explain what happened and why it happened. You first purchased your license key in 2019, on July 3rd. That subscription expired July 3rd, 2020 (all licenses are active for one year if they are not renewed). You then renewed that license in December, 2020 – when a new subscription was created. Our licensing system cannot reactivate old subscriptions, it creates new ones.

    The first subscription was still in our system as expired, and our payment processor along with Churn Buster (an advanced failed payment recovery application) was automatically trying to resolve the issue and recover the payment. That application was not aware there is another subscription that was renewed and is currently active. We take full responsibility for this and will look to improve the process.

    Your current subscription was still active as well as your license key. All this information can be seen in your account here. Even if your subscription expires/is cancelled the Pro plugin and galleries will still remain on your site.

    Once again, I apologize for the trouble and poor communication and I hope this along with the email we sent at least helps close those gaps. I’ve gone ahead and fully refunded your payment and extended your license key for another year.

    Thanks for leaving a review — we hope we can earn another chance from you down the road and earn more stars in the process.

    Respectfully,
    Mihaela

    • This reply was modified 3 years, 7 months ago by Miha. Reason: grammar
    • This reply was modified 3 years, 7 months ago by Miha.
    • This reply was modified 3 years, 7 months ago by Miha. Reason: grammar
    Thread Starter justinfrg07

    (@justinfrg07)

    Mihaela,

    Thank you for your reply. It is just sad that we have to get to that point in order to have an issue solved. I’m not happy that I had to post that review, but that seems to be the only thing working (saddly with a lot of companies now). That’s the sad part because I sent 3 emails before that (6th, 11th and 23th of July), to ask you calmly if you could solve the problem, with a first really quick reply from you on the 7th, stating that the problem was under control. I understand that you might have some problems with your payment processor, but those are your issues, I can’t help you with that. Your payment processor sent me a lot of emails. We are all working hard, doing our best, but I don’t have the time to deal with that. Hope you can get something better out of this for your users, otherwise I’m really happy with the galleries. I do have to state that the galleries are back on this week so it might be an issue on my side.

    Thank you for your quick response.

    Dear Justin,

    Thank you for explaining! Once again, on behalf of the whole company, I want to extend our apologies for your experience with our payment recovery application and support.
    We investigated further and from what we can tell this seems to be a bug from ChurnBuster, which was sending those emails. We already notified them about our findings, your experience, and this issue.

    Here’s a bit more background into the issue and why it was so troublesome to figure out.

    In their documentation it states that the most reliable way to immediately stop a campaign (those emails you received) and prevent new campaigns from starting is to cancel the subscription, which I went ahead and did from the first email you sent, and I mentioned this in my reply.
    When you let us know that you were still receiving those emails I double checked and the subscription was canceled – in our system there were no emails being sent to your email after I canceled your subscription. This never happened before and we were trying to investigate why you were still receiving those.

    Upon further investigation and your third email, we found that your campaign was still active in ChurnBuster’s dashboard despite canceling it from our system, and stopped it manually.

    That’s no excuse, and I apologize for taking so long to offer a solution. In the future, we will be sure to act and investigate on all ends quicker.

    I am happy to hear you are satisfied with the plugin and that your galleries are back to normal. I hope we’ll be able to earn the rest of the stars from you in the future.

    Respectfully,
    Mihaela

Viewing 3 replies - 1 through 3 (of 3 total)
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