Double Burnination of a Customer

محروم.كوم · #1 10-31-2009, 10:00 AM

I've been a customer for several years now* with an active license renewed every year. I run a loyal small board as a hobby* I'm IB and vB's presumed target market (up til the other day). And I know the social media sector very well* I work in it.

I've read stories* gripes* bitching on these boards for the last few weeks. Some have valid points* some don't. Most have been burninated and I dont think that can be disputed.

I've now been burned twice.

After receiving an automated email reminder on October 13th* and after some time in the hospital* I had my first chance in a month to sit down and renew my license* that was expiring on October 19th. I had logged in* was on the credit card page entering my renewal details when the site hung* and then went down.

Thinking nothing of it* I went about my daily routine and went to check later* when I received an email* informing people of the licensing change. I'll be honest it stung* I went from having a week to pay my renewal fee* to having to get together more money for a whole new license.

To which* through several suggestions* I opened a support ticket as did everyone else.. I got the following :

Quote:
Unfortunately the email you received was automated.

What you're saying is more or less right. The only thing that's incorrect is* if you take advantage of the pre-sale offer then you will have access to 3.8 immediately (even after your existing license expires) and 4.0 when it's released.

I know it was automated* the point was more that without warning (as if I'd had warning of an impending maintenance to vB* I would have tried to purchase earlier* or at the very least would have been notified* and not caught seconds away from having an active license for the next year.)

I'm not one to hold a grudge* its business* fine. I however felt it appropriate to try to explain the situation again* and got the following:

Quote:
Since your license has not expired yet you can take advantage of the pre-sale upgrade offer which allows you to upgrdae for $130.

Again* thanks for listening IB.

In other words* thanks for nothing you have less than a week active on your license* instead of spending $40* please give us more* k* thx* bai.

Now* after being stated that the presale would end:
Quote:
This is a truly limited one-time special offer giving you $120 off the upgrade price but will expire on Friday October 30* 2009.

and
Quote:
These limited time offers expire on October 30* 2009. Beginning on October 31* the price will be $285.

That the presale would run through October 30th. A fair assumption based on the language provided. Seeing as how IB is based in California* one could presume it would run through at least midnight GMT and even midnight EST.

I was reconsidering it* seriously. As I determined that $130 would be a fair value at least to give the developers the benefit of the doubt.

To my dismay* this evening* after seeing it showing at $130* I turned to purchase* and watched the price jump to $205* priced now for the 'extension' and since my license has now expired* because I couldnt renew it. I'm now charged at the expired license rate. Touche IB and vB* for the elusive double burnination* not listening and proving that good moderation and management of a community often can do wonders for your image* and destroy it if you dont do it right.

Attachment 36774

Congratulations for taking a customer that was willing to give you money* even after all that he went through* and then burning him one more time. Thanks* I'll take my business elsewhere.

p.s. - please fix your css for the footer page navigation* its bothering me your containing div isnt setup very well so its negative margin and position hacks really arent gonna help if you're floating the element.. just saying.
Attached Images
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المواضيع المتشابهه
الموضوع	كاتب الموضوع	المنتدى	مشاركات	آخر مشاركة
Double Burnination of a Customer	محروم.كوم	منتدى أخبار المواقع والمنتديات العربية والأجنبية	0	10-31-2009 12:40 PM
Double Burnination of a Customer	محروم.كوم	منتدى أخبار المواقع والمنتديات العربية والأجنبية	0	10-31-2009 09:50 AM
Double Burnination of a Customer	محروم.كوم	منتدى أخبار المواقع والمنتديات العربية والأجنبية	0	10-31-2009 07:20 AM
Double Burnination of a Customer	محروم.كوم	منتدى أخبار المواقع والمنتديات العربية والأجنبية	0	10-31-2009 07:10 AM
Double Burnination of a Customer	محروم.كوم	منتدى أخبار المواقع والمنتديات العربية والأجنبية	0	10-31-2009 06:50 AM