Don’t forget to cancel/ bad customer service

  • i have had the premium version of this plugin on a clients site who has their website rebuilt and no longer use the plugin (and haven’t for +9 months). I got my renewal email last week (this will be year 3). As it’s done through PayPal subs I had forgot to cancel it in time. 1 week into a year subscription, I have reached out to support and they have basically told me tough luck as I didn’t cancel in time. In their rights maybe but terrible for business. I will actively avoid this plugin from now and switch others clients away from this company who must be desperate to be operating in this way. Reading the other 1 star reviews it seems customer service is not their strongest skill. ??

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Cristian Raiber

    (@cristianraiber-1)

    @dannbo – I’m always baffled by reading 1* reviews like this. If you didn’t get your way, it’s considered “bad customer service.”

    You admit you were notified one week before the charge, it’s been stated in our ToS that renewals don’t benefit from our 14-day money-back guarantee. It was explained THOROUGHLY to you via our private support channels – to which you quickly replied stating that if you didn’t get your way, you’d leave a 1* review (which you’ve already done).

    I’m curious how you would have proceeded in this case, and I’d love to learn more about the WHY behind your logic if you were in our shoes.

    It feels that we did everything humanly possible; we didn’t bend the rules for you “just this time,” and as a result, we got a 1* review.

    P.S. Please remember that it costs US money to refund a payment. We have to absorb the payment gateway fees to be able to repay the amount in full back to the customer.

    Sheesh.

    Thread Starter dannbo

    (@dannbo)

    ‘You admit you were notified one week before the charge’

    erm – no – I didn’t get a reminder, just an email that said the money had been taken.

    ‘I’m curious how you would have proceeded in this case’

    I requested a refund, for the unused software which I had mistakenly forgot to cancel. Not sure how you have missed what I was after?

    ‘It feels that we did everything humanly possible’

    I asked for a refund as I wasn’t using it and you said no. Human’s can say yes and issue a refund for things that are not being used, I have dealt with plenty of plugins/ services that have done this.

    I’m always baffled by reading 1* reviews like this. If you didn’t get your way, it’s considered “bad customer service.”

    So, I’m not the first then – maybe we’re on to something?

    It’s easy to see just by your public response above that you are not a nice company to deal with. Enjoy the $47 – buy yourself an ice cream.

    Plugin Author Cristian Raiber

    (@cristianraiber-1)

    I’ve gone ahead and refunded your $47. Sometimes, there needs to be a better match between clients and companies.

    I hope you’ll find a better product to suit your needs.

    All the best,
    /Cristian.

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