This customer signed up on May 10th for the recurring annual planWe were doing a price restructuring at the end of moving from a space driven model to a user driven modelThe customer was notified in December that these changes would take affect at their next renewalOn January 16th of we send another notice with their current pricing as well as the new pricingThat noted the price would not change until their next renewal on May 10th to Any changes to the account would need to be made prior to that renewalThat email was received by them on Jan16th at 9:am EST and was opened by them on Jan 16th 2:54pm ESTThey had months to make any changes necessary prior to the renewalThe customer did not reach out to make any changes until May 19th after the renewal was already completeThe customer didnt respond to that message until June 5thWe let them know they could cancel their subscription but the account would remain active for the time they had already paid for as it is laid out in our terms and conditions they agreed to and relayed to them in the emails in December and January.The terms can be found herehtttp://www.smartfile.com/termsCancellation Policy.Subscriptions can be cancelled at anytimeUpon cancellation SmartFile will terminate all subsequent billingYour SmartFile site will continue to be available for use until the end of your subscription termYour account will be deleted one day after your end dateUnder no circumstances will SmartFile issue refunds for subscription payments
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Although SmartFile did inform us of this pricing change, we never accepted it and the renewal date was not statedWe have said from the day we got the attached notice that the new pricing model will not work for usI have called and emailed about this and have gotten nowhereThe attached email does not tell us when our plan renewed and our SmartFile account page did not have the renewal date on itThe only way that we knew about the renewal date was because we got an Amex bill with this unauthorized charge on itWhen we saw the Amex bill on May 18, we immediately contacted SmartFile to request to pay month to month until we could find a provider with a more suitable plan.It would have been much better if they had told us they were going to charge our card BEFORE they charged itWe should have gotten subscription expiration notices that said something likeYour subscription will expire in x weeks/daysWe should have gotten an email before or at the time the charge occurred, so that we could address this issueIf they had done that, we would have worked out a month to month plan at that point or made other arrangements to manage our business critical data
Regards,
*** ** ***
Prepaid SmartFile for 1 year. Was a waste of money. Customer service is poor, tickets were often closed without the questions within being answered. SmartFile is inflexible with their plans, they are not granular as claimed as there are only 3 options and no ability to add or remove features individual features. Based upon my legal advice, the SmartFile terms and conditions contravene Australian law. Better and cheaper options than SmartFile are available.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business response never addressed my issues. I called Smartfile for technical supportFriday night 11/7/2014 at 8:46pm EST . There was no answer. I calledback several times and got no answer . Smartfile promises 24/7 technical support by phone but doesnot really give the service. To further prove that, I just called them at 6:08 AM EST this morning,11/13/2014. Again there was no answer. They should either stop claiming that they provide 24/7 tech phone supportor they should really provide it.
Regards,
[redacted]
This customer signed up on May 10th 2013 for the recurring annual plan. We were doing a price restructuring at the end of 2014 moving from a space driven model to a user driven model. The customer was notified in December that these changes would take affect at their next renewal. On January 16th...
of 2015 we send another notice with their current pricing as well as the new pricing. That noted the price would not change until their next renewal on May 10th to 2015. Any changes to the account would need to be made prior to that renewal. That email was received by them on Jan. 16th at 9:30 am EST and was opened by them on Jan 16th 2:54pm EST. They had 4 months to make any changes necessary prior to the renewal. The customer did not reach out to make any changes until May 19th 2015 after the renewal was already complete. The customer didnt respond to that message until June 5th. We let them know they could cancel their subscription but the account would remain active for the time they had already paid for as it is laid out in our terms and conditions they agreed to and relayed to them in the emails in December and January.The terms can be found herehtttp://www.smartfile.com/terms12. Cancellation Policy.Subscriptions can be cancelled at anytime. Upon cancellation SmartFile will terminate all subsequent billing. Your SmartFile site will continue to be available for use until the end of your subscription term. Your account will be deleted one day after your end date. Under no circumstances will SmartFile issue refunds for subscription payments.
This customer signed up on May 10th for the recurring annual planWe were doing a price restructuring at the end of moving from a space driven model to a user driven modelThe customer was notified in December that these changes would take affect at their next renewalOn January 16th of we send another notice with their current pricing as well as the new pricingThat noted the price would not change until their next renewal on May 10th to Any changes to the account would need to be made prior to that renewalThat email was received by them on Jan16th at 9:am EST and was opened by them on Jan 16th 2:54pm ESTThey had months to make any changes necessary prior to the renewalThe customer did not reach out to make any changes until May 19th after the renewal was already completeThe customer didnt respond to that message until June 5thWe let them know they could cancel their subscription but the account would remain active for the time they had already paid for as it is laid out in our terms and conditions they agreed to and relayed to them in the emails in December and January.The terms can be found herehtttp://www.smartfile.com/termsCancellation Policy.Subscriptions can be cancelled at anytimeUpon cancellation SmartFile will terminate all subsequent billingYour SmartFile site will continue to be available for use until the end of your subscription termYour account will be deleted one day after your end dateUnder no circumstances will SmartFile issue refunds for subscription payments
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Although SmartFile did inform us of this pricing change, we never accepted it and the renewal date was not statedWe have said from the day we got the attached notice that the new pricing model will not work for usI have called and emailed about this and have gotten nowhereThe attached email does not tell us when our plan renewed and our SmartFile account page did not have the renewal date on itThe only way that we knew about the renewal date was because we got an Amex bill with this unauthorized charge on itWhen we saw the Amex bill on May 18, we immediately contacted SmartFile to request to pay month to month until we could find a provider with a more suitable plan.It would have been much better if they had told us they were going to charge our card BEFORE they charged itWe should have gotten subscription expiration notices that said something likeYour subscription will expire in x weeks/daysWe should have gotten an email before or at the time the charge occurred, so that we could address this issueIf they had done that, we would have worked out a month to month plan at that point or made other arrangements to manage our business critical data
Regards,
*** ** ***
Prepaid SmartFile for 1 year. Was a waste of money. Customer service is poor, tickets were often closed without the questions within being answered. SmartFile is inflexible with their plans, they are not granular as claimed as there are only 3 options and no ability to add or remove features individual features. Based upon my legal advice, the SmartFile terms and conditions contravene Australian law. Better and cheaper options than SmartFile are available.
SmartFile offers 24/7 support. You are welcome to call 877-336-3453 at any time and you will speak with a representative.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business response never addressed my issues. I called Smartfile for technical supportFriday night 11/7/2014 at 8:46pm EST . There was no answer. I calledback several times and got no answer . Smartfile promises 24/7 technical support by phone but doesnot really give the service. To further prove that, I just called them at 6:08 AM EST this morning,11/13/2014. Again there was no answer. They should either stop claiming that they provide 24/7 tech phone supportor they should really provide it.
Regards,
[redacted]
This customer signed up on May 10th 2013 for the recurring annual plan. We were doing a price restructuring at the end of 2014 moving from a space driven model to a user driven model. The customer was notified in December that these changes would take affect at their next renewal. On January 16th...
of 2015 we send another notice with their current pricing as well as the new pricing. That noted the price would not change until their next renewal on May 10th to 2015. Any changes to the account would need to be made prior to that renewal. That email was received by them on Jan. 16th at 9:30 am EST and was opened by them on Jan 16th 2:54pm EST. They had 4 months to make any changes necessary prior to the renewal. The customer did not reach out to make any changes until May 19th 2015 after the renewal was already complete. The customer didnt respond to that message until June 5th. We let them know they could cancel their subscription but the account would remain active for the time they had already paid for as it is laid out in our terms and conditions they agreed to and relayed to them in the emails in December and January.The terms can be found herehtttp://www.smartfile.com/terms12. Cancellation Policy.Subscriptions can be cancelled at anytime. Upon cancellation SmartFile will terminate all subsequent billing. Your SmartFile site will continue to be available for use until the end of your subscription term. Your account will be deleted one day after your end date. Under no circumstances will SmartFile issue refunds for subscription payments.