Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I want to apologize for the situation as a whole, this is not how we conduct ourselves here at Constant Contact. I have searched for any interactions using the phone number, email address, and name provided. I cannot find a single interaction from Constant Contact. We record every...
single call; so unless the call was made to another number, it doesn't appear to be from an actual employee of Constant Contact. While I understand if the complainant doesn't want to phone our support, we would be willing and in fact anxious to provide additional assistance. I can't think of a reason someone would claim to be selling email marketing services under Constant Contact. I fear it is some sort of malicious attempt to gain personal information. Our service is conducted on the web at www.constantcontact.com. If the complainant wishes to speak with our support, the number is [redacted]. I will also monitor any replies through the Revdex.com.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please credit my account $20. I will evaluate if I continue my account next month.
Regards,
[redacted]
I have reviewed the accounts activity, billing, and support history. I believe I understand the obstacles in this situation and feel like we can move to a resolution. Although the recommendation was to call support, the individual contacted was the original sales consultant the customer...
used to setup their account. This person was not equipped to correct the situation, nor did they forward any wishes to close the account. A support representative needed some basic verification to move the contacts to the appropriate account. With no one in support or billing in the loop the account continued to bill. The service was not used in this time. While we do not have a refund policy, I understand the events that led to the current situation. A refund in the requested amount of $380.00 will be made within 5 business days. We apologize for the miscommunication and sincerely hope we can be of service in future marketing endeavors.
I want to apologize for any confusion or miscommunication. We are not able to refund a different card, but we are able to mail a check. On 12/7/16 the customer was phoned and our Billing Manager confirmed we will mail a check in the amount of $1174.08. I have taken steps to confirm...
that this amount was approved and the check will be received within 2 business weeks. Again, I apologize for any miscommunication, it was always Constant Contact's intent to refund the money.
Constant Contact extends several options to our customers when paying for service. Most common is Monthly, which affords a more "pay as you go" approach to marketing. We also offer prepayment options at considerable discounts. In this case the prepayment discount also includes a reduction due to a non-profit benefit. We are only able to offer such substantial discounts when the customer agrees to a 6 month or 1 year commitment. I understand that after making a 1 year commitment the customer has changed their mind. There is no penalty for ending the contract, but there is no refund available. Whether the customer decides to keep the services active for the agreed upon time period or not is completely theirs to make. The service was scheduled to be canceled upon request. The customer may choose to keep the services active if that is preferred. The cancellation is effective 5/18/17. Constant Contact's commitment to non-profit organizations has been the catalyst for providing the best solutions with industry leading discounted rates.
I have researched the account, reviewing all billing and technical notes over the last few years. Notes in November 2014 and most of 2015 were sporadic and general troubleshooting for anything from reporting to billing questions. I found a conversation in September 2015 where the...
agent wanted to explore a connectivity issue. This is often the explanation when someone is experiencing skipping or jumping. No resolution was reached as the customer ended the call, unwilling to run a speed test. More recently (2/3/2016) an agreement was reached between the customer and a Billing Manager. A refund was made the Credit Card has been removed. A screen shot of the payment selection was provided. The very first item clearly states: “1. Make a non-refundable payment in advance and get a discount. We’ll use the funds to pay your monthly invoices.” Our first priority is to ensure we bring the very best service to all of our customers. I apologize that it took so long to review this case. Over the many years the account has been active there have been a substantial number of interactions. Of these interactions I can only see one instance that includes an issue with the mentioned skipping and jumping, this was the interaction I mentioned above in September 2015. I feel our troubleshooter could have found the cause if allowed the time to do so. We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot. We offer our customers free technical support, of which the customer has engaged often. Both over the phone and chat. We would have continued to be available at their earliest convenience. I will not be able to offer any further compensation. In the end, it was our Billing Manager’s decision to refund a portion because of the value we place on the customer and their length of loyal service. I sincerely hope we can be of further assistance in any future endeavors.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]..
I do not accept that just repeating their policy is justification for holding monies paid that do NOT REPRESENT SERVICES RENDERED. The fact is, that Constant Contact is holding money they are not entitled to. [redacted] has successfully paid for all months that we actually used the service. The remaining amount held is essentially being held as an early termination penalty. [redacted], and any company, should not have to pay for months for which we did not actually utilize the service. Revenue was not earned, thus Constant Contact is not entitled to the money.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you to everybody for the quick resolution! Really appreciate it!Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I waited until today to reply to see if the refund appeared on any of my credit cards, it has not, so this complaint still stands as written. If the funds show up on one of my cards then, yes, I would accept the response. The “timed out” scenario you posed is not valid. I was actively working on the email and saving the work done within each block as I went along. I did not time out.Thanks, [redacted] Your system often has glitchesthat cost me extra time. Just a few daysbefore this issue, there was a problem with apostrophes in social mediaheadings. “Court Refuses toLift Hold on Obama's Actions” became “Court Refuses to Lift Hold on Obama'/sActions”. I called and was told (aftermany minutes and a couple of hold) that indeed there was a problem and no, shewas not sure when it would be fixed. Fornow the work around would be to post directly from the social mediaaccounts. Another wasted 20 minutes.
Regards,
[redacted]
I have reviewed the customer's comments and the notes on the account. The trial limitation was 100 sends. This does include test sends. I am deeply sorry for the confusion and have suggested the trial limitations be changed. We have no desire to mislead our customers. ...
That in mind I want to make things right. Currently the account is active. I can credit the account the $20.00 paid which will cover the next billing period. If preferred I can cancel the account and refund the $20.00 paid. I sincerely apologize for the inconvenience this has caused. It was not our intent, and we will ensure the trial limitations are more clear.
I have identified the active account and reviewed the charges. I have also reviewed the notes on the account. I am certain we can reach a resolution. The account was setup for automatic payments with a credit card. The monthly price for the plan purchased came to $195/month...
and the first payment was made February 19th. We allow the customer to choose a price based on their list size. The plan selected was for 10,001-25,000 contacts. We allow customers to manage their contact level and as such the pricing will adjust up or down depending on the number of contacts (Unique Email Addresses) on their list. For most of the first month of service the customer had 10,454 contacts. On March 8th additional contacts were uploaded to bring their total to 28,116. This placed the customer in our 25,001-50,000 tier. Even though the change was during a billing period we do not charge for the new level until the next cycle. That is why a 2nd billing was for $295 on March 19th. There was not a change on the service, the customer simply moved into a higher priced tier. Sending has no effect on our billing rates. We bill based on the total number of contacts in the account. The customer has mailed to this higher level of contacts several times. We apologize for any confusion, and would like to find a resolution. The account is active and will bill based on the number of active contacts on the account. If the customer would like to delete contacts to fall under the 25,001 level the price would fall to the $195/month. The service is equipped with reporting that will help you identify contacts to keep and remove. Our support center would be happy to recommend contacts to be removed. While this is a simple way to manage the price of the service, it is also limiting your marketing reach. The choice is completely on the customers end. I would also like to provide a $100 credit to the account. This would go towards the April 19th payment. The customer can either remove contacts under 25,000 and be billed at $195/month or continue with their current tier at the $295/month. No matter the decision, I will provide the credit to next month’s billing. I hope we can continue to be a valuable addition to the customer's marketing strategy.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
[ The response from Constant Contact is unsatisfactory as was their service and their product. I want to clarify for anyone who searches online for company/customer interactions. I also want to clarify that when I say I am seeking a “refund” what I asked for was that I did not have to keep paying for a service that I was terminating because of numerous problems. Constant Contact is continuing to make me pay for several months even though their product has serious problems. One of the managers apparently “went out on a limb” to not make me pay for the six months that I was not using only for three months I was not using and this was seen as maverick by the other supervisors. In the message from Constant Contact there is no response to my legitimate complaint that their binding “non-refundable policy” is not apparent except in certain pockets of the Constant Contact website. With that brittle and unyielding a policy, they should not only include it in every place in the website where you receive their discount for purchasing for a year instead of paying by the month, they should include in their text: “non-refundable even if the product and platform fail you” That would more accurately describe the situation. I am especially troubled by their assertion “I feel our troubleshooter could have found the cause if allowed the time to do so. We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot. We offer our customers free technical support, of which the customer has engaged often.”“I feel our troubleshooter could have found the cause.” I was not calling about “skipping or jumping” the last time I called with problems as Constant Contact just said. I was calling because when I tried to save data I got taken to a mysterious error page. This then stopped all my/our work for the day even though we rebooted, waited and tried other ways to be reinstated. My experience in problem solving is that it is best to have all data when trying to find a solution. When I placed the call to CC tech support I was told up front that the problem was an issue of speed. I explained that I had no problem with speed with any of my other platforms, [redacted] and a myriad other. I also said that in fact I was working constantly in the CC platform and saving my work without any gap in time until suddenly the error page appeared. I asked the tech person if he would like to know what the error page said and he said, (and I asked him several times) “NO.” Don’t you think that is strange? Instead he insisted that my browser was slow. He also suggested I work “[redacted]” which I tried and which also did not resolve the problem. How can a tech person resolve a problem if THEY are not willing to spend the time investigating? So- first of all, the problem was not jumping and skipping as Constant Contact said in their response, but obviously the notes taken by their tech support are not very clear. The problem was being taken to an error page that then ended all work because every time that we attempted to work after that the error page came up.To the comment Constant Contact made, “I feel our troubleshooter could have found the cause if allowed the time to do so. We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot.” I have had myriad and repeated problems, which no one at CC seems capable of digesting let alone responding to. I have changed my browser THREE times because the CC platform is so picky and then went [redacted] which also did not resolve all problems. All of this took me time, energy and acquaintance with a new browser. In regards to the jumping and skipping problems that occurred: they were ongoing for a year and a half and no one at Constant Contact tech could resolve them. Perhaps you would like to know what the problem was as one of my young assistants who knows HTML was able to enlighten me. When a CC email prototype is duplicated and (to create a new email) a window is wiped clean to prepare for new text and photos, the CC platform does not completely erase all of the code, tiny bits of code remain and have to be removed by hand from someone who understands HTML. Then the jumps do not occur. My new assistant showed me this and helped me with this. Obviously that is not a good way for a platform to function. As I do not know HTML I cannot solve that issue when my assistant is not with me, nor were any of your technical staff, despite repeated phone calls, able to enlighten me. Perhaps you would like to pass that along to them. Then there is the company response to my just complaint: “We offer our customers free technical support, of which the customer has engaged often.” The inference behind this is that I have sucked off of the free resources CC is so graciously offering me. I am an EXTREMELY small business, there is myself, the owner/artist, and an assistant who comes once a week for six hours. I send out on average three group emails per month. When I called CC it was because their platform gave me technical difficulties that made my group emails problematic, it was not for idle chatter and I called for legitimate reasons. I would expect to be treated like a valued customer and not an irritant. I paid a hefty fee for Constant Contact per month even though my needs were low as I value the people on my mailing list and somehow thought that Constant Contact would be best. One of the reasons I paid that fee was for the technical support they offered and now it is thrown back at me as though it is “Free”!!!!! What??? I now have Mail Chimp as my platform. I get it for free because, as I said, my needs are very small. They do not have technical support very available at all but now I do not need it as their platform is user friendly and trouble free. I have not had to switch browsers once. Nor do I miss needing to call technical support or working with a platform that was so unfriendly. What really upsets me the most though is that Constant Contact feels that they can have a product that does not function for a consumer and when the consumer leaves the service because of problems they still make them pay. I expect more from an American company and am happy that the Revdex.com exists to lodge complaints that signal bad business practices.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Every single time someone has called, they have specifically stated they were with ConstantContact. I don't know why the company would seek to push blame on another company or company name. I have fielded numerous calls, our bartenders have taken numerous messages and each time the caller states they are from ConstantContact.
Regards,
[redacted]
I have reviewed the activity and notes on the account. There was a conversation with Billing on 2/20/2018 where the service was canceled and a month was refunded to the Credit Card on file. There was no error in the billing, automatic payments were setup with the CC on file. There...
was no previous request to cancel the account. This isn't unusual, often customer's want the account active collecting contacts and providing an archive of newsletters between sends. Constant Contact kept the service, reporting, and collection services active. We also understand that mistakes happen. In this case it seems the account was left unused by mistake. I can see from the notes the offer for a Credit towards you bill was not satisfactory and the account was closed. I hope that it is understood that we were simply providing a service as requested. and had no way of knowing the customer didn't need the account any longer. I would like to extend an additional refund to the account in the amount of $400.00. That is outside of the refund already processed. It is our hope that we may be of use any any future marketing endeavors and apologize for any inconvenience this may have caused.
We've investigated this situation the customer has described. It was not a normal user account billing scenario, but rather one related to the customer's business partner account, which actually was still open. His own Constant Contact account had been closed, and there were no charges from that...
one. The monthly charges were for two accounts of clients he'd brought in under his partner account, which were still active, and one of which was still being used frequently by his client. The notice about not meeting the partnership quota which the customer referred to would have been telling him not that his parternship was closed, but that his free personal account status was ending (a benefit of the partnership, providing a certain quota of new sign ups is met) The customer believes he intended to cancel not just his own account, but his partnership however. It's not clear where the misunderstanding happened whereby his individual Constant Contact account was cancelled at his request, but not his business partner account. Nevertheless we are very sorry for the experience and we've worked directly with the customer to analyze the billing record and work out a fair refund based on when he feels he asked us to close his partnership. The refund was processed today, and should show up directly on the credit card. Timing with which it will show in your credit card account depends on the credit card company, and can vary. Generally speaking you should see it within four or five business days. All the best to you and thanks for having used Constant Contact.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I want to apologize for the situation as a whole, this is not how we conduct ourselves here at Constant Contact. I have searched for any interactions using the phone number, email address, and name provided. I cannot find a single interaction from Constant Contact. We record every...
single call; so unless the call was made to another number, it doesn't appear to be from an actual employee of Constant Contact. While I understand if the complainant doesn't want to phone our support, we would be willing and in fact anxious to provide additional assistance. I can't think of a reason someone would claim to be selling email marketing services under Constant Contact. I fear it is some sort of malicious attempt to gain personal information. Our service is conducted on the web at www.constantcontact.com. If the complainant wishes to speak with our support, the number is [redacted]. I will also monitor any replies through the Revdex.com.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please credit my account $20. I will evaluate if I continue my account next month.
Regards,
[redacted]
I have reviewed the accounts activity, billing, and support history. I believe I understand the obstacles in this situation and feel like we can move to a resolution. Although the recommendation was to call support, the individual contacted was the original sales consultant the customer...
used to setup their account. This person was not equipped to correct the situation, nor did they forward any wishes to close the account. A support representative needed some basic verification to move the contacts to the appropriate account. With no one in support or billing in the loop the account continued to bill. The service was not used in this time. While we do not have a refund policy, I understand the events that led to the current situation. A refund in the requested amount of $380.00 will be made within 5 business days. We apologize for the miscommunication and sincerely hope we can be of service in future marketing endeavors.
I want to apologize for any confusion or miscommunication. We are not able to refund a different card, but we are able to mail a check. On 12/7/16 the customer was phoned and our Billing Manager confirmed we will mail a check in the amount of $1174.08. I have taken steps to confirm...
that this amount was approved and the check will be received within 2 business weeks. Again, I apologize for any miscommunication, it was always Constant Contact's intent to refund the money.
Constant Contact extends several options to our customers when paying for service. Most common is Monthly, which affords a more "pay as you go" approach to marketing. We also offer prepayment options at considerable discounts. In this case the prepayment discount also includes a reduction due to a non-profit benefit. We are only able to offer such substantial discounts when the customer agrees to a 6 month or 1 year commitment. I understand that after making a 1 year commitment the customer has changed their mind. There is no penalty for ending the contract, but there is no refund available. Whether the customer decides to keep the services active for the agreed upon time period or not is completely theirs to make. The service was scheduled to be canceled upon request. The customer may choose to keep the services active if that is preferred. The cancellation is effective 5/18/17. Constant Contact's commitment to non-profit organizations has been the catalyst for providing the best solutions with industry leading discounted rates.
I have researched the account, reviewing all billing and technical notes over the last few years. Notes in November 2014 and most of 2015 were sporadic and general troubleshooting for anything from reporting to billing questions. I found a conversation in September 2015 where the...
agent wanted to explore a connectivity issue. This is often the explanation when someone is experiencing skipping or jumping. No resolution was reached as the customer ended the call, unwilling to run a speed test. More recently (2/3/2016) an agreement was reached between the customer and a Billing Manager. A refund was made the Credit Card has been removed. A screen shot of the payment selection was provided. The very first item clearly states: “1. Make a non-refundable payment in advance and get a discount. We’ll use the funds to pay your monthly invoices.” Our first priority is to ensure we bring the very best service to all of our customers. I apologize that it took so long to review this case. Over the many years the account has been active there have been a substantial number of interactions. Of these interactions I can only see one instance that includes an issue with the mentioned skipping and jumping, this was the interaction I mentioned above in September 2015. I feel our troubleshooter could have found the cause if allowed the time to do so. We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot. We offer our customers free technical support, of which the customer has engaged often. Both over the phone and chat. We would have continued to be available at their earliest convenience. I will not be able to offer any further compensation. In the end, it was our Billing Manager’s decision to refund a portion because of the value we place on the customer and their length of loyal service. I sincerely hope we can be of further assistance in any future endeavors.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]..
I do not accept that just repeating their policy is justification for holding monies paid that do NOT REPRESENT SERVICES RENDERED. The fact is, that Constant Contact is holding money they are not entitled to. [redacted] has successfully paid for all months that we actually used the service. The remaining amount held is essentially being held as an early termination penalty. [redacted], and any company, should not have to pay for months for which we did not actually utilize the service. Revenue was not earned, thus Constant Contact is not entitled to the money.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you to everybody for the quick resolution! Really appreciate it!Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I waited until today to reply to see if the refund appeared on any of my credit cards, it has not, so this complaint still stands as written. If the funds show up on one of my cards then, yes, I would accept the response. The “timed out” scenario you posed is not valid. I was actively working on the email and saving the work done within each block as I went along. I did not time out.Thanks, [redacted] Your system often has glitchesthat cost me extra time. Just a few daysbefore this issue, there was a problem with apostrophes in social mediaheadings. “Court Refuses toLift Hold on Obama's Actions” became “Court Refuses to Lift Hold on Obama'/sActions”. I called and was told (aftermany minutes and a couple of hold) that indeed there was a problem and no, shewas not sure when it would be fixed. Fornow the work around would be to post directly from the social mediaaccounts. Another wasted 20 minutes.
Regards,
[redacted]
I have reviewed the customer's comments and the notes on the account. The trial limitation was 100 sends. This does include test sends. I am deeply sorry for the confusion and have suggested the trial limitations be changed. We have no desire to mislead our customers. ...
That in mind I want to make things right. Currently the account is active. I can credit the account the $20.00 paid which will cover the next billing period. If preferred I can cancel the account and refund the $20.00 paid. I sincerely apologize for the inconvenience this has caused. It was not our intent, and we will ensure the trial limitations are more clear.
I have identified the active account and reviewed the charges. I have also reviewed the notes on the account. I am certain we can reach a resolution. The account was setup for automatic payments with a credit card. The monthly price for the plan purchased came to $195/month...
and the first payment was made February 19th. We allow the customer to choose a price based on their list size. The plan selected was for 10,001-25,000 contacts. We allow customers to manage their contact level and as such the pricing will adjust up or down depending on the number of contacts (Unique Email Addresses) on their list. For most of the first month of service the customer had 10,454 contacts. On March 8th additional contacts were uploaded to bring their total to 28,116. This placed the customer in our 25,001-50,000 tier. Even though the change was during a billing period we do not charge for the new level until the next cycle. That is why a 2nd billing was for $295 on March 19th. There was not a change on the service, the customer simply moved into a higher priced tier. Sending has no effect on our billing rates. We bill based on the total number of contacts in the account. The customer has mailed to this higher level of contacts several times. We apologize for any confusion, and would like to find a resolution. The account is active and will bill based on the number of active contacts on the account. If the customer would like to delete contacts to fall under the 25,001 level the price would fall to the $195/month. The service is equipped with reporting that will help you identify contacts to keep and remove. Our support center would be happy to recommend contacts to be removed. While this is a simple way to manage the price of the service, it is also limiting your marketing reach. The choice is completely on the customers end. I would also like to provide a $100 credit to the account. This would go towards the April 19th payment. The customer can either remove contacts under 25,000 and be billed at $195/month or continue with their current tier at the $295/month. No matter the decision, I will provide the credit to next month’s billing. I hope we can continue to be a valuable addition to the customer's marketing strategy.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
[ The response from Constant Contact is unsatisfactory as was their service and their product. I want to clarify for anyone who searches online for company/customer interactions. I also want to clarify that when I say I am seeking a “refund” what I asked for was that I did not have to keep paying for a service that I was terminating because of numerous problems. Constant Contact is continuing to make me pay for several months even though their product has serious problems. One of the managers apparently “went out on a limb” to not make me pay for the six months that I was not using only for three months I was not using and this was seen as maverick by the other supervisors. In the message from Constant Contact there is no response to my legitimate complaint that their binding “non-refundable policy” is not apparent except in certain pockets of the Constant Contact website. With that brittle and unyielding a policy, they should not only include it in every place in the website where you receive their discount for purchasing for a year instead of paying by the month, they should include in their text: “non-refundable even if the product and platform fail you” That would more accurately describe the situation. I am especially troubled by their assertion “I feel our troubleshooter could have found the cause if allowed the time to do so. We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot. We offer our customers free technical support, of which the customer has engaged often.”“I feel our troubleshooter could have found the cause.” I was not calling about “skipping or jumping” the last time I called with problems as Constant Contact just said. I was calling because when I tried to save data I got taken to a mysterious error page. This then stopped all my/our work for the day even though we rebooted, waited and tried other ways to be reinstated. My experience in problem solving is that it is best to have all data when trying to find a solution. When I placed the call to CC tech support I was told up front that the problem was an issue of speed. I explained that I had no problem with speed with any of my other platforms, [redacted] and a myriad other. I also said that in fact I was working constantly in the CC platform and saving my work without any gap in time until suddenly the error page appeared. I asked the tech person if he would like to know what the error page said and he said, (and I asked him several times) “NO.” Don’t you think that is strange? Instead he insisted that my browser was slow. He also suggested I work “[redacted]” which I tried and which also did not resolve the problem. How can a tech person resolve a problem if THEY are not willing to spend the time investigating? So- first of all, the problem was not jumping and skipping as Constant Contact said in their response, but obviously the notes taken by their tech support are not very clear. The problem was being taken to an error page that then ended all work because every time that we attempted to work after that the error page came up.To the comment Constant Contact made, “I feel our troubleshooter could have found the cause if allowed the time to do so. We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot.” I have had myriad and repeated problems, which no one at CC seems capable of digesting let alone responding to. I have changed my browser THREE times because the CC platform is so picky and then went [redacted] which also did not resolve all problems. All of this took me time, energy and acquaintance with a new browser. In regards to the jumping and skipping problems that occurred: they were ongoing for a year and a half and no one at Constant Contact tech could resolve them. Perhaps you would like to know what the problem was as one of my young assistants who knows HTML was able to enlighten me. When a CC email prototype is duplicated and (to create a new email) a window is wiped clean to prepare for new text and photos, the CC platform does not completely erase all of the code, tiny bits of code remain and have to be removed by hand from someone who understands HTML. Then the jumps do not occur. My new assistant showed me this and helped me with this. Obviously that is not a good way for a platform to function. As I do not know HTML I cannot solve that issue when my assistant is not with me, nor were any of your technical staff, despite repeated phone calls, able to enlighten me. Perhaps you would like to pass that along to them. Then there is the company response to my just complaint: “We offer our customers free technical support, of which the customer has engaged often.” The inference behind this is that I have sucked off of the free resources CC is so graciously offering me. I am an EXTREMELY small business, there is myself, the owner/artist, and an assistant who comes once a week for six hours. I send out on average three group emails per month. When I called CC it was because their platform gave me technical difficulties that made my group emails problematic, it was not for idle chatter and I called for legitimate reasons. I would expect to be treated like a valued customer and not an irritant. I paid a hefty fee for Constant Contact per month even though my needs were low as I value the people on my mailing list and somehow thought that Constant Contact would be best. One of the reasons I paid that fee was for the technical support they offered and now it is thrown back at me as though it is “Free”!!!!! What??? I now have Mail Chimp as my platform. I get it for free because, as I said, my needs are very small. They do not have technical support very available at all but now I do not need it as their platform is user friendly and trouble free. I have not had to switch browsers once. Nor do I miss needing to call technical support or working with a platform that was so unfriendly. What really upsets me the most though is that Constant Contact feels that they can have a product that does not function for a consumer and when the consumer leaves the service because of problems they still make them pay. I expect more from an American company and am happy that the Revdex.com exists to lodge complaints that signal bad business practices.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Every single time someone has called, they have specifically stated they were with ConstantContact. I don't know why the company would seek to push blame on another company or company name. I have fielded numerous calls, our bartenders have taken numerous messages and each time the caller states they are from ConstantContact.
Regards,
[redacted]
I have reviewed the activity and notes on the account. There was a conversation with Billing on 2/20/2018 where the service was canceled and a month was refunded to the Credit Card on file. There was no error in the billing, automatic payments were setup with the CC on file. There...
was no previous request to cancel the account. This isn't unusual, often customer's want the account active collecting contacts and providing an archive of newsletters between sends. Constant Contact kept the service, reporting, and collection services active. We also understand that mistakes happen. In this case it seems the account was left unused by mistake. I can see from the notes the offer for a Credit towards you bill was not satisfactory and the account was closed. I hope that it is understood that we were simply providing a service as requested. and had no way of knowing the customer didn't need the account any longer. I would like to extend an additional refund to the account in the amount of $400.00. That is outside of the refund already processed. It is our hope that we may be of use any any future marketing endeavors and apologize for any inconvenience this may have caused.
We've investigated this situation the customer has described. It was not a normal user account billing scenario, but rather one related to the customer's business partner account, which actually was still open. His own Constant Contact account had been closed, and there were no charges from that...
one. The monthly charges were for two accounts of clients he'd brought in under his partner account, which were still active, and one of which was still being used frequently by his client. The notice about not meeting the partnership quota which the customer referred to would have been telling him not that his parternship was closed, but that his free personal account status was ending (a benefit of the partnership, providing a certain quota of new sign ups is met) The customer believes he intended to cancel not just his own account, but his partnership however. It's not clear where the misunderstanding happened whereby his individual Constant Contact account was cancelled at his request, but not his business partner account. Nevertheless we are very sorry for the experience and we've worked directly with the customer to analyze the billing record and work out a fair refund based on when he feels he asked us to close his partnership. The refund was processed today, and should show up directly on the credit card. Timing with which it will show in your credit card account depends on the credit card company, and can vary. Generally speaking you should see it within four or five business days. All the best to you and thanks for having used Constant Contact.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]