Recent searches
No recent searches

Benedek Farkas
Joined Sep 11, 2023
·
Last activity Feb 07, 2024
Following
0
Followers
0
Total activity
8
Vote
1
Subscriptions
5
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Benedek Farkas
Benedek Farkas commented,
Thanks Brett Bowser!
I'd like to note though that there was a communication regarding the upcoming price changes (I think an email we received in early 2023 mentioned a 20% increase across the board), which didn't really raise any concerns for us, since we had a price guarantee in writing. But in our case it was 471%...
View comment · Posted Feb 07, 2024 · Benedek Farkas
0
Followers
0
Votes
0
Comments
Benedek Farkas commented,
Erik, we have a similar story to yours. We've been a customer since January 2015, more than half of the time since this product has existed. We were notified by Sell in December 2022 (ticket #11067572) about the upcoming pricing changes and that we will be upgraded to the Enterprise plan without the subscription fee changing. We didn't ask for it, but that's really nice, actually; give credit where credit is due.
They also stated that "Enjoy this updated plan with no change to your cost per seat unless you either upgrade or downgrade your plan.".
Let me emphasize here that "subscription plan" and "seat count" are two completely different dimensions of a subscription and I've never encountered any situation where these two were confused or were mentioned in an ambiguous way.
In May 2023, we had 1 seat removed from our subscription. Initially, the Service Order Form had the retail price of the Enterprise plan on it ($199 at the time), which has been subsequently corrected (because my colleague called it out to the support agent) to the legacy price ($39) as "Effective price" before signing. This was handled in ticket #11357724.
In July 2023, our monthly recurring card payment jumped up from $156 ($39/month/seat for 4 seats) to $876 ($219/month/seat), coinciding with the overall pricing updates at the time. Let me mention that there were two payments made on the legacy pricing between the seat count change and this pricing update, which is suspicious to me. If a seat count should trigger losing the legacy pricing (even though we have a signed contract that says otherwise), it should've taken effect by the next payment, not 2 months later.
Anyway, I reached out to the support team (ticket #11743651) and it was probably the worst experience I had of this kind. 1-2 weeks routinely passed without getting a reply and there wasn't even a hint of an apologetic tone. After some back-and-forth asking for a refund and restoring our original plan, we asked for an immediate downgrade of our plan (to Growth) on the 14th of August for the first time. Then I asked for it repeatedly and it took until the 10th of October for the agent to reply "I can of course work on the down grade, however I cannot process a refund on this account as this account is not applicable for a refund.". Meanwhile, they tried to upsell me into a 3-year contract, which I declined (and expressed my disapproval), then they had the audacity to try again...
Note: We made 3 payments on the full price of the Enterprise plan, 2 of which were after we asked for the downgrade.
Anyway, I also attempted multiple times get an explanation for being ineligible for a refund, which were completely ignored. Then I opened ticket #12155978 to follow-up about it and it was simply closed without a reply. Wow...
Brett Bowser I saw your replies in other threads (and there are an alarming number of threads about overcharges and ignored seat reduction requests), which gives me some hope that Zendesk cares about its customers (at least I can see that you do). I'm looking forward to your reply with your thoughts on the above.
View comment · Posted Feb 02, 2024 · Benedek Farkas
0
Followers
1
Vote
0
Comments