I’m posting this here because the events that transpired over the past two days have involved a company that does business in the social media arena. I will not be pointing this article back to any previous posts, but it shouldn’t be that hard to figure out who/what I’m talking about.
It all started with a little post. I was disappointed. I only noted that I was not the only person deleting the application. Take a look:
I got all set to download the new version only to be stopped dead in my tracks: I was going to have to pay $2.99 for a previously free service. I, with just about everyone else, then proceeded to remove the software from my phone.
I continued on:
If you want to charge for your service, add a Pro version. Don’t force all users to pay. Keep one “Lite” ad supported version available for free, and have the option to upgrade to the paid version. This was a bad move. There are several other apps that can do the same thing that are available out there, and that offer both free and paid versions. I’m sure they don’t just decide to charge you out of the blue.
So far, all I can see is that I managed to state a fact (at the time of the writing, the application’s comment section was filled with people uninstalling this app) and then stated my personal opinion. Nowhere above do I seem to say that trying to monetize is a bad, evil thing. Nowhere do I encourage others to uninstall this application.
With those points made…
I was informed last night that the company in question had rolled out a free version. I replied to said company:
Yes, I did go out of my way to make this comment, but up to this point, they had not allowed my comments to be posted on their company blog and had not taken the time to address this issue publicly. Rather, not publicly enough. There was no update on the company’s blog (there still hasn’t been one as of the time of this writing), no word at all about what was going on.
So, instead of giving me information or even just letting this slide by, someone at this company decided they would reply to me:
The tone in this reply, especially the “Seriously, why?” came across as snarky and rude. Keep in mind, this tweet came from the company’s official account. Someone who was clearly representing the company. After having read that, I was a little miffed, I’ll admit. I’m not used to a company replying like this to an individual who has made a complaint. The debate went back and forth at this point, with me stating that more warning would have been nice, the reply being that there isn’t enough room in the description area to let everyone know about the update. At this point, I was getting angry. Now I was being told that it can’t be done. Even though I have seen several other devs remove a word or two from their description to add version information or small warnings about how their app was now no longer free.
Yes, I cursed. I was frustrated because of the way I had been treated. I was thinking at this point the person on the other end would just walk away. At least, that’s what I would have done. Leave it alone. This was the first time I had made noise about the situation since my post half a week prior. Does it seem like I’m out to get the company in question?
After a few more rounds of whether or not some other info could have been removed to make room for a warning or notice of some kind, the person on the other end decided to try the previous argument again.
Again with the “Seriously.” I commented that I understand about monetization, and the money wasn’t the issue, but I would have liked a little more warning that the previously free service was now going to become a paid app. I then asked if there were plans to start charging for the iPhone version of the app (yes, I’m rocking an Android handset), and as of the time of this writing, I still haven’t gotten an answer to that question.
At this point, I turned to FriendFeed. After posting my original article, I was asked to let everyone know of any updates to the situation. I let everyone know that there was now a “Lite” version and a “Pro” version of the app, and yes, I did mention how I was treated by the representative of the company.
I then had this to say:
I wish I could find a way to delete my account. I want absolutely NOTHING to do with these morons
Ok, I’ll admit it. Maybe I shouldn’t have used the word “morons.” however, I felt insulted that a representative of the company would treat me in the way that I had been treated.
I figured I would just let it go at this point, and went to bed.
And then I woke up.
Someone named [redacted] who claimed to work for said company had gone on a rant saying I was trying to incite a riot. Here’s an excerpt:
You are being unreasonable. The mob of users that somehow imagined it was all a nefarious plot to screw them out of $1.99 are acting more like a mob than rational people. You weren’t forced to upgrade. Why do you assume that it was some giant bait and switch? That doesn’t even make sense. Android market share is still tiny. If we were going to attempt some sneaky bait and switch and then run away to Mexico with your 2 dollars, don’t you think we would have done it with a much larger market?
This comment was followed up by a series of links that lead back to articles about trolls. Add that onto the fact that [redacted] had actually used the word troll in the original comment. Along with jerk. Oh, and the tag #HumanityFail was in there for good measure, as well.
There were already several replies from other regulars in FriendFeed’s Android room where this had been posted. But I couldn’t resist. I replied:
@[redacted] Let’s get a few things straight, shall we? First off, when the upgrade was launched on Tuesday, it was $2.99. It wasn’t until just yesterday (Friday the 17th) that the Lite and Pro ($1.99) versions came out. Second, as of midnight Pacific time this morning, the iPhone version of the app was still free. How is that fair to Android users? Third, my use of the word “bullshit” occurred AFTER the FIRST time I was asked “Seriously?” sarcastically. In customer service, you’re gonna run across irate customers, and to treat them as such is beyond stupid. Next, you have at least 10 services listed in the description, taking one o r two out so you could have added that this was a paid upgrade should have been no problem. As far as me “acting like a monster,” this is how the conversations started last night: I was informed that there was now a Lite version of the app (after a few days of waiting) so I said “@[redacted] Sorry, but you’re already lost me as a user. I’m surprised it took you THAT long to add a lite version.” This is where someone at [redacted] decided to start asking me “Seriously?” THAT is what made me the most angry.
When someone treats a customer like that, it is wrong. I’m not worried about having to pay $1.99. That’s not the issue. What the issue was was that there was no warning that the new version was going to cost $2.99 until the Market asked me to confirm my purchase. That was where the issue was with me. That is, until someone there started BERATING me.
To top it off, the way you’re acting here is EXACTLY the same issue I had last night. I’m very disappointed this this is the way you would treat your users. I hope, for your sake, you figure out how to treat your customers, both paying and non-paying, sooner rather than later. Maybe one of these days someone there can take the time to apologize to me. Quick note: I was more than happy to let it go where I had left it last night, but you just threw the fuel on the fire. Sometimes you just have to know when to walk away. #CustomerServiceFail.
Again, I would have been happy just to let it all go at this point. But I’m a stubborn person. And when you insult me, I’m gonna reply. [redacted] started in on me again, claiming I was trying to start a mob, that I was personally insulting them and that I was just a plain old jerk. Again, I replied:
Do you think you could treat me the way you did last night without rebuttal?? Your tone last night was sardonic, you were treating me like shit BEFORE I even posted another word in here last night. Want the timeline? I’d be glad to show you. Tell me how to deactivate my account, and this can just go away.
After a few more requests to find out how to delete my account, I was given the information I needed to make it happen. And happen it did (one has to wonder that with the speed in which my account was deleted if the top dog wasn’t aware of what was going on the whole time. I then received this comment:
Sorry Dan. It has been a frustrating couple of days. I’ve been working really long hours since this whole fiasco started and there has been a constant bombardment of people insisting that we were being evil when that was not our intention at all. We tried to rectify the situation as quickly as possible. Sorry.
While I appreciate the apology, I don’t need to hear all the excuses. There’s NO excuse for treating a customer/user in the manner in which I had been treated.
Again, I wanted to let it go at this point. I thanked [redacted] for their apology and wished them and the rest of the team the best. I thought this was over.
Until the top dog [redacted] decided to throw his two cents in as well:
Dan, I went in and personally deleted your account today based on your request. One thing I noted that was puzzling however was that you’ve never uploaded any media to us or even added a singe destination. I have to say I’m a little confused as to why you are so passionate and outspoken on the matter when you’re not even a [redacted] user. While we’re curious I’d much rather close the matter and move on. I see that you and [redacted] have made up and so I’ll consider the matter closed. Thanks for all of your feedback, we’ll be sure to incorporate it ongoing.
As if I hadn’t already removed all of my content from the service after the way I had been treated so far? Do these people not know how or when to just stop?
Shortly after this last comment, the people from [redacted] went in and removed all of their comments save the apology.
i have just a few more things to add to all of this:
I accept responsibility for the things I said. I stand by most of them. If anyone at the company is reading this, I’m sorry if any of my comments were taken as personal insults.
That said, the way that everyone handled the situation at said company was terrible. Every single person I spoke with wanted to argue with me, put me down, berate me, insult me, or make me feel like I’m an idiot. That is NO WAY to handle a customer complaint. I don’t care if you’re offering ad supported software for free, making my hamburger, or if I’m paying you thousands of dollars per year so I can talk on my phone, you do not EVER argue with the customer. Especially in a public forum. The way the development team handled the issue was wrong from the get-go, and insured the fact that I will not ever use their service again. Not only that, but I will be passing the word around about the way I was treated. It might be on a blog, it might be via Twitter, hell, it might be while I’m chatting with a friend, it doesn’t matter, I will steer those I know away from this service.
I hope that everyone has learned a little lesson from this episode, especially the bullies at Pixelpipe.
