The platform appears to offer a lot of the standard features that most social posting tools do. Review collected by and hosted on G2.com.
We had purchased the platform to help post social content for our Pro Athletes...Quickly we pivoted and had a partner media firm handle the daily posting. As such we never got into to really use the platform. Some 5-6 months later (shame on us) realized we were still spending $120mo for it. I went online there is no online way to cancel your membership you have to contact them. So I contacted support and they answered fairly quickly and submitted the request. It had been renewed just hours before they processed the cancellation. I communicated that we had never used the platform and had just cancel could they please refund what they had just billed a few hours prior for the current month as we were NOT going to be using it. We were told NO it is in their terms they do not offer refunds and basically to pound sand. As a CEO of a tech company and a sports media company I know what service is about and the importance of customer experiences...This was NOT a good one and not a brand I will EVER use or ever recommend. As they say one unhappy customer could lead to a lot of bad press....Well I have shared with my CEO peers from our US and London office and will make sure to share my experience with anyone in the social media space. It is not the $120 could care less it is the principle of the fact and how they handled it. Review collected by and hosted on G2.com.
Hi there Todd, we genuinely thank you for taking the time to provide your feedback. I don't say this lightly. We always appreciate hearing from our customers (especially when there is a great learning moment) and I am genuinely sorry that we were not able to meet your expectations on the billing issues you had. I wanted to make sure I reached back out to let you know we are working our way forward for situations like yours where you weren't using the platform, got charged, and then wanted to cancel. When Covid reared its ugly head, we shifted from the auto-cancellation to a more personal approach, where if you needed to cancel you could reach out to our team through chat being that we are 24/7. We do not aim to upset you with that process.
I would like to apologize on behalf of eclincher for any confusion regarding our Terms of Service. Sometimes policies collide with real life. Our Terms are in place so that members know what they're signing up for when they join eclincher and also speaks to our cancellation policies - it's also there as a safeguard against abuse by those online (it happens) who might take advantage of the platform if refunds were an option or without consequence. With that said, that is not your situation and we know that.
We are working on some safeguards in this respect to help the small percentage like you get more value out of the platform so that you don't fall under the "I don't use it" scenario. We do also understand that sometimes circumstances change and we want to be fair about this with all our clients. The policy is very black and white at this time and this situation was grey. It is a great customer service learning moment, so we will not shy away from this.
Thank you. Seriously.
We promise you we are working internally to come up with a better plan for this type of scenario and we are truly sorry it stained your view of eclincher. This is not our goal. Thank you again for bringing this matter forward and started this difficult conversation - I have passed your feedback along internally and will follow back up if needed.
