Jesthenia F.

I started out loving this service. I thought the price was high, but I needed the ease of remoting into multiple computers to keep my business afloat. End of the year comes, and I get a bill for $500 USD to renew. Ugh, still expensive, but now I've become dependable. Then low and behold they run a special offering the same service for 299.00 for the new upgrade. Excited to save money, (as most small business is) I jumped on the opportunity. I informed the salesmen that I had a bill to renew for the new year and asked specifically if this bill would be removed. I was told that if I purchased the new update that the $500 bill would be removed from my account and the new bill of $299.00 would be my bill for 2019. Well after 2 hours of trying to figure out how to make the discount code work so that I can pay and download the new version, I was told that they had to figure the glitch out and never got a call back. A couple of weeks later I notice that the service has been disconnected. I figure, fine, if they can't give me what was promised then I don't want it anyway. I move on with my life, leaving the software on my computer for just in case the offer goes through or they offer another discount.

Well much to my surprise I get a very snarky credit collections bill threatening to dispatch legal in America if I don't pay it. Okay, I have a couple of different options here as they never sent a perpetual license agreement directly to me to sign, however I figure I will call the company and try to work something out. After all I haven't used the service since the botched promotion, surely, they would understand and have notes of the entire interaction. We'll both call it an oversight, I will pay a fair amount of the bill and maybe continue service.

The resolution. I had to pay for a full year of service, yup another $500.00, and then had to verbally cancel my service for the end of the year so they didn't charge my card again. After receiving payment, they offered to send my call to a supervisor. I declined. They already had my payment, they obviously did not care about saving the business relationship, and their sales made no notes to insure satisfactory customer service. We are a small business and growing. Maybe they didn't need us as a customer, or at least that's how they made me feel. They did offer a discount for 2020 and 2021 after the debacle, but honestly I have lost trust in the company so I passed.