Terrible Customer Service.

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  • Problem
  • Updated 7 years ago
  • In Progress
You sent me an automatic email stating you cannot answer all emails. Tsk, tsk - right there it shows terrible customer service. I'm venting in this forum because nobody ever answers therefore I know this will go unnoticed but I want everyone to know you "provide" terrible customer service. Continue to charge people when you've been specifically asked not to. Thankfully the world of social media has enabled sharing information and terrible customer service with ease. You either respond to my email - Or I will get very LOUD and PROUD with my disdain for your company.
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Michelle Murray

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  • p'eed off at your company and no amount of emoticons will help.

Posted 7 years ago

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Monique, VP of Customer Support

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Hi Michelle

I am sorry you have had a negative experience. In reply to some of the points you raised:

1) This forum is monitored by Yola staff so your post has not gone unnoticed as you feared, which is why I am replying to you now.

2) We honor all cancellation requests and you can cancel any or all of your subscriptions at any time. What sometimes happens is that people have multiple subscriptions and only cancel one of them. We would be happy to investigate and clear up any misunderstandings or correct any errors that may have occurred.

3) We are currently not in a position to provide email support to free users, as much as we would like to. We feel that the fairest solution is to offer self-service and forum-based support to free users, in order to avoid passing the cost on to our paying customers. However, if you have a paid Yola account and email us from the email associated with this account you will receive premium support. This would have been explained in the automated reply you are referring to.

Happily threats are not required to resolve problems as we have put systems in place for all customers to receive the assistance they deserve. We will investigate any billing issues on your account and respond to you via email.