Your Customer Satisfaction Survey Stiffed Me

  • Unknown's avatar
    doveleiger · Member ·

    You sent me an email asking, why did I almost upgrade during your 50% upgrade offer, but then choose not to. The email promised, if I filled out a survey explaining why I didn’t upgrade, you’d give me a second chance at that 50% discount.

    I filled out the survey, then when I clicked send, it failed to send AND sent me to a 404 with no discount offer. Wow.

    Here’s what I tried to tell you in the survey:
    Well, ya see, like the email said, I was ‘this close’ to upgrading, then I noticed that upgrades don’t include the free domain that all the plans promise. I was ‘this close’ to not realizing that, upgrading, then being pissed off to find out too late my one reason for upgrading didn’t apply. Pretty shitty on your part to withhold that feature, AND not mention it up front.

    Then I thought, what if I just get a custom domain on its own, without the discount. Again, I was ‘this close’ until I found out you want $6 PER MONTH PER EMAIL ADDRESS!!(?)! What the heck, guys? In the past I’ve had full web hosting, with all the features of your premium accounts and more, plus nearly unlimited email addresses, for barely more than $6 per month, charged monthly.

    At this point, your paid services aren’t appealing. You want too much, and you give too little. So much so, that you look greedy and stingy.

    If I could have got the $8/month premium account, discounted 50% to $48 annually (I assume it would become $96 after the first year?), the free domain that comes with premium accounts, and a mere eight email address FOR NO EXTRA CHARGE, I would have upgraded. ‘So close’ yet so far away.
    THE END

    So, yeah. You offered a weak, near bait-and-switch upgrade; I had to dig to find out the offer was even worse than it looked; you wasted my time with a go-nowhere survey, then you 404ed me instead of offering a conciliatory second chance at the discount? I may have been ‘this close’ but now I’m solidly ‘THIS far’ from giving you money. What can you offer, when I can get far more, for comparable prices, by getting my own web hosting and just slapping a copy of WordPress on it? Customer service? I wish I could see some evidence that it exists.

    The site I need help with is doveleiger.wordpress.com.

  • Unknown's avatar
    doveleiger · Member ·

    By the way, this would have been a private message, if I could have found any way to send one. I clicked on Support > Get Help where it said your “Happiness Engineers” are here for me, but all I got was a forum post. So here’s my complaint for you and the whole world.

  • staff-blorbo · Staff ·

    Thanks for the feedback! Something must have gone wrong with the coupon, so I’ll make sure we look into that and get another sent.

    All paid plans include a free domain registration, transfer, or mapping for the first year: https://wordpress.com/pricing/

    As for email, you don’t have to use us to provide your email, and we recommend a few alternatives at https://wordpress.com/support/add-email/

    And, for support, we offer forum support for all users on our free plan, email support for all customers with paid plans, and live chat support for all customers with Premium and higher annual paid plans: https://wordpress.com/support/help-support-options/

    Visiting https://wordpress.com/help/contact will always connect you with the highest available support option for your plan.

  • Unknown's avatar
    doveleiger · Member ·

    So the email you sent me was about upgrading. My complaints were about upgrading. The discount is for upgrading. We’re talking about upgrading.

    So when you say, “All paid plans include a free domain registration, transfer, or mapping for the first year,” are you telling me I’ll get a free domain registration if I upgrade?

    I ask because, one inch from the upgrade button it says, “Free domain for one year,” but when I click the info button next to it, it says, “Doesn’t apply to plan upgrades.”

    Do upgrades, discounted or otherwise, get a free domain registration or not?

  • staff-mckluskey · Staff ·

    I ask because, one inch from the upgrade button it says, “Free domain for one year,” but when I click the info button next to it, it says, “Doesn’t apply to plan upgrades.”

    When you purchase any paid plan, you’ll get a free domain registration for one year.
    This wouldn’t apply if you already had a paid plan, used the free domain credit, and upgraded to a higher plan.

    That said, since there are no paid upgrades on your account, if you choose any of our paid plans and register a custom domain, you’d only start paying for it from the second year.

    Let us know if you have more questions – either here, or replying to the email we sent you. Cheers! :)

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