Support Means You Fix It, Not Them

  • I recommend you avoid Yoast. It is broken, and they will ask you to fix it. It drops support. It blocks Google search. And according to Yoast, everything is either your fault or your responsibility to fix. Perhaps after the program matures, it will be worthwhile. I asked for a prorated refund, and, instead, they just canceled the subscription and said they offered no prorated refunds. I explained they my cancellation was based on receiving a prorated refund, so they should reinstate my subscription. However, they failed to act and ignored me—good luck dealing with them.

Viewing 7 replies - 1 through 7 (of 7 total)

  • My experience exactly.

    Hi @kevinfitz,

    Thanks for your review.

    We’re sorry to hear you’ve had a bad experience with our support team. I can imagine this must have been frustrating. I’ve just reviewed your case and noticed that one of our team members replied to you on December 6. In our last email, we offered to reinstate your subscription and further troubleshoot the problem you were having.

    If the above sounds like a good solution to you, please follow up with our support team so that they can make the necessary changes to your account.

    Thanks!

    Thread Starter KevinFitz

    (@kevinfitz)

    I am sorry that you responded after my subscription had already expired. If you had responded earlier, perhaps you could have solved your bug problem. I did reply to this message by email, but you never responded. I wanted to know if you were going to renew my subscription and fix your bugs. Interesting that you made such a pleasing offer only when it was not possible for me to accept it. Interesting that you did not reply to my email. I guess keeping up appearances here is what matters.

    Thread Starter KevinFitz

    (@kevinfitz)

    Thank you rscimagery for confirming my experience. Sorry, that you had a bad experience too. As we all know by now, only a few ever bother to complain, but they represent many more, and by some estimates, hundreds or even thousands of others.

    Hi @kevinfitz,

    Thanks for your follow-up messages.

    I’ve reviewed our records but, unfortunately, didn’t find any replies from you to our last email sent on December 6, 2021. That said, our support team has just reinstated your Yoast SEO Premium subscription and contacted you via email.

    We appreciate it if you could follow up with our support team so that they can investigate the initial problem you reported.

    Thanks and sorry for the inconvenience this has caused you.

    Thread Starter KevinFitz

    (@kevinfitz)

    I do have records of my email replies if you ever need to verify or troubleshoot your email system.

    Yes, your team did reinstate my subscription so that I could make the updates that occurred while I was a paid subscriber.

    Yes, the problems magically vanished with the new subscription for two weeks.

    Glad I don’t have to spend any more time on this.

    Imagine if every plugin on my website wanted me to troubleshoot for them? I prefer to spend my time making content.

    Thanks and Happy New Year!

    Hi @kevinfitz,

    I am glad to hear the initial problem is now resolved. Thanks for letting us know and for your continued patience. We totally understand that you prefer to spend your time making content instead of troubleshooting.

    Have a fabulous New Year and, please, feel free to contact our support if there’s anything else we can assist you with!

Viewing 7 replies - 1 through 7 (of 7 total)
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