Thumbnail of user ds100

D S.

1
Level 1 Contributor

Contributor Level

Total Points
342

4 Reviews by D

  • LastPass

2/17/21

We WERE happy and satisfied users of LastPass for several years. Then last week, we got an email from LastPass, kind of bluntly stating that the free service we've been using would be pretty severely limited starting in about a month, so maybe we would want to "upgrade" and PAY to get what seems like a slightly LOWER level of service. I guess the time had come when LastPass needed to get us free users to start paying. Kind of an annoying money grab really.

Well, if we're going to have to pay for our password management software, it seemed sensible to us to check out what other companies were offering, something we never even THOUGHT about before. Within a few minutes, I found Keeper. Costs pretty much the same as the 25% OFF LastPass was offering. Recommended ABOVE LastPass by PC MAG.

Keeper had a chat widget right there on their home page (good luck find this on LastPass). So I clicked in, and got a nearly immediate response. I asked, "Why should I choose Keeper instead of sticking with LastPass?" I got an IMMEDIATE and kind of compelling response. This rep knew exactly what his company was offering, and he seemed to know exactly what LastPass was offering. I asked whether Keeper would make switching over easy. I got an IMMEDIATE RESPONSE with a link to a video that showed just how easy it would be. At this point I was pretty convinced to switch, especially considering the slightly disrespectful way LastPass announced these changes.

But, I thought, it would only be fair to listen to the LastPass sales pitch. So I went to the LastPass website, logged in, and after a good bit of searching, I finally found a link to chat. What an unmitigated fiasco! After waiting a long time to get a rep online, I asked this simple question (many times in many ways): Apparently, I'm going to pay someone for this service. Why should it be LastPass instead of Keeper? In a chat conversation that lasted more than an hour, I never got ANY answer to that question. Every response took SEVERAL MINUTES and I never got any closer to an answer.

I did get this: "Unfortunately we do not have knowledge about terms and conditions from Keeper to address them here. Feel free to visit their website to check difference on products." Do they really want reps to recommend this? The Keeper rep WAS knowledgeable about LastPass. Of course, I might forgive the LastPass rep for not knowing about Keeper, but she also didn't tell me ANYTHING about LastPass, not a SINGLE feature that would be added if I started paying for the service. Even the ONE webpage she sent me was about the many features of the free version of LastPass that I'm going to LOSE on March 16, and the additional features they're going to take away on May 17.

REALLY? Your upselling move made me check out the other guy. Then, in an effort to be fair and smart, I contacted your company with considerable difficulty. I asked your representative to give me ANY kind of sales pitch to get me to buy this service from you instead of the other guy. You gave me NOTHING! You rewarded my fairness with time-wasting incompetence. How is your strategy going to avoid moving a BUNCH of your free accounts over to the competition?

Finally, the rep promised me they would escalate this case, and I would get an EMAIL someday from a supervisor. Do you think I'll get that email before I'm done switching to another provider?

Sad. Avoid this company. Others do it better for less, and they don't disrespect you.

  • Mixbook

7/20/19

"Each year I publish photo calendar, and last fall, Mixbook was recommended to me. I decided to check out the Mixbook system. It did not go well.

When ordering more than 10 of anything Mixbook wants you fill out an online form to request a quote on a bulk order. What a hassle! I was pressed for time, so I chatted in to Mixbook to see what could be done. The agent said he could give me a promo code for 50% off, which would match the bulk rate. Great! Problem solved (though why you can't automate a bulk order quote remains a mystery to me).

Placing my order I discovered that the shipping charge on this order of 50 calendars was going to be $106.50! And then sales tax on top of that, so the total price was just shy of $800, roughly double what VistaPrint was going to charge. So I chatted in about the shipping. I got no sympathy and no help! If I shipped a box of 50 calendars from California to Nashville, it would cost less than $40 (the post office could do it for $10).

I sent an email to Mixbook asking for assistance. The reply offered no explanation or justification for the crazy shipping charge. Instead, it referred me to the Volume discount team. The first agent's promise -- that this discount code would approximate the bulk deal -- turned out to be false.

Meanwhile, I had filled out the bulk order quote request, giving my email address and my phone number, and checking PHONE as my preferred contact method. The website says "We will respond to your quote request using your preferred contact method." And this contact will happen within 24 hours.

Later that day, I got an EMAIL (not a phone call) with a quote. I replied, "Wasn't I supposed to get a phone call?" There were some other issues we need to discuss (getting a proof, sales tax exemption). I tried contacting the chat support, and that went NOWHERE. NO UNDERSTANDING. No ability for the only people I can contact to provide any actual help. Also, NO AVAILABLE MANAGER OR SUPERVISOR. I explained to the rep that this large order and the potential for a good deal of future business was at stake. Didn't matter. I explained that the Mixbook website asked me how I wanted to be contacted, and promised to abide by my preference. Didn't matter.

Then I got a SECOND EMAIL (not a phone call) from the bulk order guy, responding to my request for a call by SENDING ANOTHER EMAIL! Are you kidding? I replied: "I'm ready to receive the PROMISED PHONE CALL!

Finally, way past 24 hours later, I got a call from Jonathan Lee. No explanation or apology. No reason given for this strange policy of taking LONGER on a big order. No reason given for responding to my second request for a call with a second email!

After all this, I asked Jonathan to give me a sales pitch; why, after all this, should I want Mixbook to print my calendars? What's special about Mixbook's work? He had nothing.

I REALLY DON'T UNDERSTAND WHY I WOULD HAVE TO FIGHT WITH MIXBOOK PEOPLE TO BUY STUFF FROM MIXBOOK. I'm ready to spend $500, and you can't be bothered to make a phone call to close the deal? I don't understand a company that provides customer service reps that can't actually help. I don't understand a company where that rep can see a situation that needs management intervention, but can't do anything to get it. I don't understand a company that doesn't even TRY to do what they say they will do on their website. It seems DESIGNED to be frustrating to new customers.

I gave up, except to send a hail Mary email about this whole experience to my best guess at the CEO's email address. Mixbook has lost my business, and here's why. Then I got a phone call from the CEO, to whom I told the whole awful story. He seemed genuinely concerned about all of this, and as a show of good faith, he gave me a really good deal on my calendars, which came out beautifully--the only reason this isn't a one-star review.

Finally he promised to "fix root causes." So last month (eight months later), as I was gearing up the design of my 2020 calendar, I thought I should give Mixbook another look. Looking at the website, NOTHING had changed. So I sent Mr. Laffoon (the CEO) an email to ask if any changes were in the works. That was a month ago. NO RESPONSE. I guess he wasn't taking my feedback seriously after all.

Meanwhile, I received two emails from different managers at Mixbook. These emails were invitations to get a phone call to discuss my experience with the company. I replied, gave them the information they asked for, including the best time to call. They didn't call me.

This company acts like they're interested in listening to customers, but they can't be taken seriously."

  • Dropbox

10/13/15

When it's working, dropbox is great.
BUT... if you have a problem and need some help, Dropbox is an utter failure. Their help center is impossible to navigate, and the forum is full of Dropbox apologists who will tell you that if you have a problem with Dropbox, it's your fault and your problem. There is NO PHONE to call, and NO CHAT support. This leaves a support ticket system with a 3-day response time (not that the response is likely to be responsive) which is guaranteed to drive you crazy, especially if you need an immediate solution.

As long as you stay below the free storage limit, you're probably okay, but as soon as you have to actually deal with the company, you're screwed. The Better Business Bureau gives Dropbox Customer Service a grade of F (http://www.bbb.org/greater-san-francisco/business-reviews/storage-data/dropbox-in-san-francisco-ca-*******). It's time for tech users to insist on good service. Do yourself a favor and avoid Dropbox.

  • GeekBuddy

1/10/15

It is impossible to express the level of outrage i have experienced in my interactions with comodo representatives. Rather than fixing my computer, three different reps left it in worse condition than they found it. My browser software was completely disabled and had to be uninstalled and reinstalled. The DISPLAY control panel has completely disappeared, leaving me unable to manage the monitors i use with this computer. These problems were caused by comodo techs while working on an unrelated problem with windows updates.

During the course of my FOURTEEN HOUR session, a SALES rep--at least that's what he said he was--actually attempted to destroy PERSONAL FILES on my computer screen. To be specific, he started deleting Word files where I was saving a copy of my chat sessions with comodo. I watched him do it and literally had to fight him for control of my own computer. If I hadn't seen it with my own eyes, I would find it hard to believe.

Having not finished repairs to my computer, TWO different reps came to the end of their shifts and simply handed me off to another rep without any communication of the issue. Of course that means we're basically starting over each time. More hours of watching this guy do things the last guy had already tried.

All three of the techs failed to respond for LONG periods, and none of them communicated anything to me about what they were trying to do. They heard "windows update problem," and attempted standard solutions without any effort to observe specific symptoms. When i mentioned that i had already completed a step they were starting, they simply ignored me (they did a lot of this). They did not respond at all; just kept working. No explanation. Of course, it didn't work for them just like it hadn't worked for me or for the last comodo tech who had tried it.

The third so-called expert to work on my machine restarted it AFTER he had disabled all of the services that enable the computer to communicate with a network. I had to CALL another person on the phone so they could talk me through restoring those services so that i could reconnect. All of this added about 40 minutes to the marathon un-help session. After this error, i was convinced of what i had already suspected: that this guy was so incompetent that if i let him keep working on my machine, he was likely to inflict additional damage.

My interaction lasted from the time i got home from work on Wednesday evening to the time I had to go back to work Thursday morning. I was willing to pull the allnighter if it solved the problem, but instead, my computer was further damaged by comodo reps. Now I anticipate that I will have to hire a competent professional to fix issues CREATED by comodo reps. This will probably cost me more than I have spent on the comodo service during my whole subscription period, which now includes four yearly payments.

I asked for a refund of this year's subscription fee, and was totally stonewalled--even a pro-rated refund was refused. An equitable settlement would require a full refund of all the payments i have made to comodo for the entire four year subscription period. Certainly, the damage inflicted on my computer thoroughly outstrips any "service" the company has provided. Someday, there should be a class action lawsuit.

I am convinced by this experience that the business practices of comodo go beyond incompetence into the realm of unethical. This is certainly the case with the rep who began attacking my personal files. The company's website says, "Our mission is simple, to create trust online." My experience leads me to believe that that slogan is not just incorrect, but deceptive. I now feel a moral obligation to exercise whatever influence I can to actively warn people to avoid doing business with comodo.

What i went through was THE WORST customer experience of my entire life. I actually find myself hoping that comodo will go out of business, something i never thought i would say about any company.

Outraged.

Service
Value

D Has Earned 22 Votes

D S.'s review of Dropbox earned 5 Very Helpful votes

D S.'s review of GeekBuddy earned 15 Very Helpful votes

D S.'s review of Mixbook earned a Very Helpful vote

D S.'s review of LastPass earned a Very Helpful vote

D hasn’t received any thanks yous.

D Has 1 Fan

Thumbnail of user omroldo
Omrold O.
1 Review
10 Votes

D is Following 1 User

Thumbnail of user janeth109
Janet H.
1 Review
3 Votes

Empty.

Similar Reviewers on Sitejabber

Thumbnail of user andrews2056
1/3/24

I like LastPass and use it for all my passwords and other secure information. It works fine on my...

Thumbnail of user sarehv
8/18/23

I permanently closed my account months ago and contacted you to stop renewal and received several...