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Erik Christensen
Joined Apr 16, 2021
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Last activity Feb 07, 2024
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Latest activity by Erik Christensen
Erik Christensen commented,
Benedek Farkas You make an interesting observation, and glad it was in writing for you as well.
They also stated that "Enjoy this updated plan with no change to your cost per seat unless you either upgrade or downgrade your plan.".
Considering I haven't changed my plan then the policy about not offering adjustments to our subscription is bogus as the plans not changing, just the user count. Two separate items that should have been clarified differently if Zendesk was confusing / mixing the two.
This whole thing infuriates me, and even tho I am a small company, it's actions like this that destroy the reputation of such a good product.
I hope other managers or ops take note, the agreements and contracts are one sided with Zendesk and quite frankly the lack of billing/account support has been a consistent failure point for customer experience... Just look through the forums for what all of the people here and other places are noting – Brett Bowser and team aside, along with the rep who called me after raising issue on this post, again.
I would imagine that payment providers would take issue with the terms of the service being misconstrued like this. Why am I being forced to pay for users when my plan level isn't changing? Months and months of inflated charges and NO value for the money along with inaction on the part of the provider
eg. Zendesk basically saying tough luck we don't offer that plan anymore so no changes... except quantity of users is not the plan itself... LOL
Perhaps that's what has to happen here! / s
ZENDESK WAKE UP. Give the users who supported product development and were loyal over many users, the ability to actually change user counts just like all the other users on the platform who have a subscription. It's within your power to do this and you should respect paying customers a bit more than saying tough luck.
Forcing us to fight back is not right and a terrible way to honour the "legacy" users you gave thanks too with these "upgrades at no extra charge".
I don't want to hear from another rep who doesn't really have any power over this. The powers that be at Zendesk should take note and realize that these are ridiculous ways to force people into moving off legacy pricing, it's predatory and an insult to those who invested around the platform (time and money).
I'd be down with even talking about different price plans, but what's the chance this kind of tactic doesn't happen again? Imagine if you had 1000's of users, etc. Insane!
I hope some enterprise customers take note and maybe the little fish down stream (our co's) will benefit from policy change once some large accounts take notice. Imagine all the savings IT MANAGERs :D
View comment · Posted Feb 05, 2024 · Erik Christensen
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Erik Christensen commented,
My Account Manager told me too bad, if you change you're agent count at this point you loose your legacy pricing.
Ticket #11585540 goes back to June 2023.
When we were granted the legacy pricing we had unused users on our account as we were laying off people and I was very clear on this in my request because with this locked user count for agents we are now paying all this money for people no longer on staff.
I have no problem locking into a term contract, but basically this term was pushed on us without us agreeing. All we got was hey, you are valued as a long time customer so here's legacy pricing.
I was pushed away from this over and over but I insist to see the agreement and policy outlining this that I agreed to. I have no problem paying for contracts where I lock in like this, but it feels forced and with no response other than telling us to bugger off when pricing changed if we needed to lower our user count.
I would prefer an account manager who would work with us through changes we needed rather than telling me we're forced into a situation that we have no control in.
If I can't get my user count down to just a few people then I need to get off the platform and that really sucks.
View comment · Posted Jan 28, 2024 · Erik Christensen
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Erik Christensen commented,
I got signed to a legacy pricing plan under the assumption we could change our user count. I've reached out a few times and I'm being told that if we reduce our license count we loose any legacy pricing, so we're stuck playing for seats that go unused. How is this treating legacy users fairly?
I want to reduce operating costs when needed and being locked into a contract where there is zero flexibility is a really bad experience.
@brett bowser is there some policy in place that prohibits user count changes on contracts?
View comment · Posted Jan 23, 2024 · Erik Christensen
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Erik Christensen commented,
Hi Brett Bowser,
I reached out to support to modify our license count after being complimentary upgraded to a new plan but now I am being told we can't reduce our license count without loosing the pricing for the plan which we were grandfathered into.
In the email notice to our team we were advised that as long as we kept the plan there wouldn't be any change to the billing. Modifying the license count doesn't change our plan, and certainly it seems a bit odd that we can't optimize our user count for agents.
I am communicating with the finance team, you can find my ticket on this matter via my user on support, but ultimately I would like to make sure we can keep our pricing in line with what was communicated to us.
We aren't changing the plan, but not being able to modify user licenses seems a bit ridiculous considering that would mean we can't even add users to our plan for fear of breaking the agreement.
I would appreciate if you can escalate this for me as I have been given conflicting information from support and finance, and to be fair I just want to ensure we can continue using Zendesk for years to come and as a legacy user which Zendesk also noted thanking us for being loyal customers it seems a bit odd to be hit with this type of policy that doesn't even exist on the official communications when our plan was upgraded as part of a process to streamline pricing plans.
View comment · Posted Jul 18, 2023 · Erik Christensen
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