- I thought we were forced to upgrade to get talk and voice - as it didnt work before in the essentials
- we selected a monthly upgrade but we make a mistake going back and forth reading and comparing plans and it went back on to annual as we upgraded
- we did not know we had made a mistake until surprise bill we were not expecting arrived so we tried in vane to get in touch with billing and had to wait days after many tickets sent
- In addition we got none of the services delivered no talk no text - and no one will fix since then we are using another zendesk instance from old... we have 3 zendesks.
- it took 3 days - we got sent a canned answer from a manila help center who are powerless to assist!!!"
Ivy | FSS Revenue Operations Analyst | APAC - Manila"
Mar 29, 2023, 9:14 PM CDT
(8:59:27 PM) Z Bot: Hi there.
(8:59:28 PM) Z Bot: Need help with your order?
CONNECT TO SALES
(8:59:35 PM) Web User email@example.com__zendesk__105…: incorrect billing and subscription
(8:59:43 PM) Z Bot: Let me connect you to a Sales team member.
(9:00:41 PM) Web User firstname.lastname@example.org__zendesk__105…: we wanted team monthly for 2 agents for monthly and somehow got the annual
(9:01:19 PM) Marvin: Hi, Tom! This is Marvin from Zendesk Sales.
(9:01:25 PM) Web User email@example.com__zendesk__105…: Hi Marvin
(9:01:31 PM) Web User firstname.lastname@example.org__zendesk__105…: my power might go out
(9:01:49 PM) Web User email@example.com__zendesk__105…: scheduled outage
(9:01:50 PM) Marvin: The plan you are trying to purchase is Zendesk Suite Team?
(9:01:54 PM) Web User firstname.lastname@example.org__zendesk__105…: so excuse me if that happens
(9:02:00 PM) Web User email@example.com__zendesk__105…: So we wanted to use the Team
(9:02:03 PM) Web User firstname.lastname@example.org__zendesk__105…: for 2 agents
(9:02:16 PM) Web User email@example.com__zendesk__105…: and somehow i messed up and got annual instead of monthly
(9:03:01 PM) Web User firstname.lastname@example.org__zendesk__105…: i i thought i needed to upgrade yesterday to get chat and various items
(9:03:44 PM) Web User email@example.com__zendesk__105…: so i did that and today i see a charge for 973.32
(9:04:01 PM) Web User firstname.lastname@example.org__zendesk__105…: look at the sub it thinkis was feb
(9:04:07 PM) Web User email@example.com__zendesk__105…: so not sure what happened tbh
(9:04:16 PM) Marvin: Since this is a billing concern, I will transfer you to our Finance team for the possibility of changing to monthly. Please expect a response from them by email.
(9:04:26 PM) Web User firstname.lastname@example.org__zendesk__105…: ok np
unable to speak to a human in a call and had to wait a few days later!!!!
Your request (#11380406) has been updated. To add additional comments, reply to this email.
Ivy Masilungan (Zendesk Support)
Mar 31, 2023, 2:03 AM CDT
Good day to you! This is Ivy from Zendesk Finance and I'd be happy to assist.
Upon checking, your account has recently renewed last February 1, 2023 for the billing service period 02/01/2023 to 01/31/2024 (February 1, 2023 to January 31, 2024) and you have reached out to downgrade your subscription to monthly.
My sincere apologies, but we are unable to provide your mid-term downgrade. Subscription downgrades may only take effect upon renewal as per the terms of our Master Subscription Agreement. Unfortunately, your request occurred during your subscription term and cannot be honored at this time. Per our Master Subscription Agreement:
SECTION 4. BILLING, PLAN MODIFICATIONS AND PAYMENTS
4.3 Downgrades. You may not downgrade Your Service Plan or reduce the number of Agents under any Service Plan during Your Subscription Term. If You desire to downgrade Your Service Plan or reduce the number of Agents under any Service Plan for a subsequent Subscription Term, You must provide Zendesk with thirty (30) days advance written notice prior to the end of Your then current Subscription Term. Downgrading Your Service Plan may cause loss of content, features, or capacity of the Service as available to You under Your Account, and Zendesk does not accept any liability for such loss.
I see that you have already downgraded your subscription of which our system has automatically made effective on your next renewal, February 1, 2024 in accordance with our downgrade policy as stated above.
I hope this clarifies. I will mark this ticket as solved for now but please don't hesitate to reach out again for further assistance.
Ivy | FSS Revenue Operations Analyst | APAC - Manila
There was not way to confirm this pre buying and no post pay notice we saw and did not realize until paypal sent me the bill and so next day we acted.
12 days later - i won the "fight" against Zendesk billing and got my mistake rectified - sad to use the word "fight"
I would recommend the zendesk product without hesitation!
BUT! be very careful when ordering!!! in the upgrade admin center you can get caught out it can switch back to annual instead of monthly and you will not know its ordered annual - then you are caught out - it almost feels like a scam, like be abandoned and ripped off, they got you and wont give you back the money. They will fight you for it regardless if you are honest, the billing finance people will get in contact days later and tell you no midterm downgrade refunds - policy..
HERE IS ALL THE REST OF IT
Tom LeesonMarch 31, 2023 07:42
Posted in public so people can see this issue!
Zendesk Finance billing callcenter in manila will not assist an order process mistake – Zendesk help
You need to fix this ASAP!
Tom LeesonMarch 31, 2023 08:47
1) it's not possible to directly contact billing in zendesk support
2) you have to go through hoops of robots and then get answered by another dept who then tell you wrong dept will get finance to contact
3)so even though we immediately reported the issue it took days and by the time finance considered it a mid term downgrade request not an order mistake.
4) So then finance contact and then say no mid term downgrades, and close the ticket as they are a scripted call center with no power - only to close the case and move on
thats how they get paid.
5) where they have gone wrong with this scammy tendency is they did not deliver the services!
To deal with the real billing you have to do a chargeback to get the real people to step up and deal with the issue
Jellyn SantosMarch 31, 2023 11:49Hi Tom,
Good day to you! This is Jellyn from Zendesk Finance.
I completely understand your frustration. I’m sure I’d feel the same way. Please accept my genuine apologies as you weren't satisfied with the result of your support request. Let me assist you on this matter.
Upon looking into your account with subdomain algotradingsystems (Zendesk Number ZD00200703), I see that you've upgraded the subscription to 2 agent seats of Zendesk Suite team last March 29, 2023. On the same day, you reached out to us about this concern. To assist you in fixing the account, may I kindly ask for reconfirmation if your preferred subscription is 2 agent seats of Zendesk Suite Team on a monthly subscription terms which is $118 per renewal.
Looking forward to hearing from you soon and I'd be happy to help.
Tom LeesonMarch 31, 2023 11:51
yes please "2 agent seats of Zendesk Suite Team on a monthly subscription terms which is $118 per renewal"
Jellyn SantosMarch 31, 2023 12:23Hi Tom,
Thanks for your response. From here, I'll now proceed in escalating your request to our Renewals team for further approval.
Appreciate your patience while waiting for our feedback. If you have any other concerns, please feel free to update this ticket.
Kristine A.March 31, 2023 20:12
I hope all is well with you. Thank you again for your patience on this matter. Upon checking my resources, the ticket number 11380406 that you have open with the Finance team has been escalated for further review. No worries on this. The Finance team is now looking on what they can do to help to get things sorted. To consolidate our efforts I will merge our ticket to the open Finance ticket. For additional inquiries regarding this matter, kindly please reply to ticket number 11380406.
Rest assured, that our team is working on this for you. They will send you an update as soon as possible.
Have a great weekend!
Customer Advocacy Specialist
Tom LeesonTuesday at 08:08
1) Zendesk Chat/ Messaging works now
Talk Voice does not work yet "There is a problem with your Talk account. Please contact our Customer Service team."
Note: If it easier for tech to delete the existing algotradingsystems.zendesk.com and start from fresh install please do so -we do not mind if all the data is lost -
3)No paypal refunds yet
4)no subscriptions changes still waiting..
5)Note: The PayPal Chargeback was already launched last week before the above actions to assist, so that might throw a curve ball into the proceedings - the Amex Credit Card Chargeback is paused.
Jellyn SantosThursday at 22:01Hi Tom,
This is to give you an update that we are currently working in your request to fix the subscription. I've already received the approval to proceed on the necessary actions. However, please be advised that our system will not allow us to process any refund if there's an existing chargeback.
To further check your concern in Talk, may I kindly ask a screenshot of error message?
Tom LeesonFriday at 00:30
1) "However, please be advised that our system will not allow us to process any refund if there's an existing chargeback"
ok thank you so i will provide paypal your intent to resolve so they can cancel that.
2) The same problem exists as day 1- as above as reported and still has not been fixed.
"There is a problem with your Talk account. Please contact our Customer Service team."
Due to the ongoing problems and the fact we still have not been delivered what was order we are unable to use the ZD Help desk and instead use this one - which has chat and talk
Should cancel this one http://algotradingsystems.zendesk.com/
Then we can keep the helpdesk articles here:
and then start again and add 2 other domains:
Jellyn SantosYesterday at 17:13Hi Tom,
I hope you're doing well. After validating your request, we're making a one-off exception on this even though our Master Service Agreement doesn't allow us to make any refunds. Kindly be advised that $925.77 has been refunded back to the card on file and it should reflect within the next 7-14 days, depending on your bank. See attached negative invoice that will serve as your credit memo due to adjustment request. Moreover, your account with subdomain algotradingsystems (Zendesk Number ZD00200703) is now fixed with monthly billing of 2 agent seats of Zendesk Suite Team, $118 per month.
3.5 No Refunds. Except for Your termination rights under Section 3.3, if You elect to terminate Your subscription to a Service or cancel Your Account prior to the end of Your then current Subscription Term, no refunds or credits for Subscription Charges or other fees or payments will be provided to You.
4.3 Downgrades. You may not downgrade Your Service Plan or reduce the number of Agents during any Subscription Term. If You desire to downgrade Your Service Plan or reduce the number of Agents under any Service Plan for a subsequent Subscription Term, You must provide Zendesk with thirty (30) days written notice prior to the end of Your then current Subscription Term. You must demote any downgraded Agents prior to the beginning of the subsequent Subscription Term. Downgrading Your Service Plan may cause loss of content, features, or capacity of the Service as available to You under Your Account, and Zendesk is not responsible for such loss.
To further check your other issue related to Talk functionality, I already created a separate ticket 11413060 to escalate this concern to our Advocacy team for further investigation. Someone from their team will be reaching out to you for an update.
If you have any other concerns with your billing, please feel free to update this ticket and I'd be happy to assist.
Tom LeesonToday at 11:10
Confirmed refund received - better late then never!
5/10 is your grade 10/10 it would have been if
1) services were provided and delivered
2) you provided a better conclusion as below
As the audit proves above,. this was not a downgrade and mid term...refund.. requiring an exception. This was an order system problem rectified for a customer befuddled by your bad order system design..!
1)CHANGE YOUR POLICY!
add in a clause for this exact thing!
your system has a design flaw and your policy makers are not aware.
PLEASE MAKE SURE THE REAL ZENDESK MANAGEMENT GETS THIS!
1) This was not a downgrade - this was a wrong order rectification due to your website design flaw and order process design flaw!!! look above at the audit proof!
2) The services are so late we are using a different solution..!
What you should have said was something like this:
We understand the problem you had with the ordering system and are sorry for the misunderstanding for your situation and delay in rectifying the problem, we are happy to inform you this has now refunded and corrected the subscription for you.
In regards to the non delivery of services we are very sorry for this, we are glad to inform you these services are now working as ordered. We have refunded the 2 weeks off your first month as you were unable to use the services you purchased -take this as token of our appreciation and our wish for your ongoing custom in the future - all customers not matter how big or small are our utmost priority at all times and we thank for giving us a chance to pout this right and make you happy again with zendesk.
please don't hesitate to contact us for any reason at all!
2) YOU NEED TO FIX THIS!
From within the admin center - billing -subscriptions when someone is upgrading
1) When selecting monthly and a user decides to look at the details before clicking upgrade do not change it back to annual - have a state maintain the selection so the user does not click upgrade and get the wrong selection when going to and fro on the browser!
2)when they place the order - popup a summary
Annual sub are you sure you want to place this subscription etc? click here Yes/Cancel
3)When the sub is places send the full details on screen and and send them an email
have on the screen - a was this a mistake click here to contact billing... and it sends to you immediately so there is not fun and games chasing your attention.
LESSONS TO LEARN
If a customer falls foul of the current setup and contacts you as i did
do not fob them off, do not try to scam and keep/steal their money!
be honest and put the customer first rectify the mistake
make the customer feel you value them not that they are a piece of flotsam and lucky to be dealt with. Tell them it was a joy to assist them and you will be adored not be hated and lose customers and get bad press.!
Thank you for doing your Job!
And the services?
- Got chat
- Still not got Talk had to open a new ticket 12 days after the order!!!!
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