Matterport Cancels Classic21316
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SpencerLasky private msg quote post Address this user | |
| I'm suppose to write a nice letter however I have pulled all the hairs out of my head - which had none to begin with. The constant discussions with people 1000's of miles away programed to just say what they are told with out any ablity to reason or come up with an options other then charging me 300.00 a more a month to re-instate is fustrating - there shutting down the account while understandable on some level never hit 30 days - one credit card bounsed, we thought it was my other account and shortly after it was shut down - and all they can say is "we are sorry we know how you feel but the classic plan is not available any more" Programed response now again and again. I explain I've helped multi companies by enterprise accounts for the work I do with them, I have movie sets that could be used to a PR advantage, nothing gets through. I've started with them, I had this account when the company was barely in the phone book, and all of the work on it is NGO or legacy stuff that does not pay - I was keeping it for potential marketing, marketing which I feel helps both of us. Any thoughts on how to get to someone inside matterport and not fustrate myself with this endless far-off phone support staff, who are pleasant but unable to really help. Thank you - very disappointed in how matterport treats solo providers - it is understandable we are not there model but I need to work with someone to sort this out with what ever options could help me remove some of the pain - economy is attacking us on all sides right now. That might sound over dramatic but I work 7 days a week to keep my head above water so not untrue. |
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 WGANStandard Member Bon Secour, Alabama |
Chemistrydoc private msg quote post Address this user | |
| @SpencerLasky So sorry this has happened to you. Can't imagine the frustration you are feeling. Could you try to call support and ask for an "ONSHORE SUPERVISOR"? A couple of companies I deal with use these magic words to get you to a predominantly english-speaking person who may be able to make a decision. Beyond that, I would seek legal counsel. I know that doesn't solve the problem at hand, but it might get some attention. It is because of this arbitrary and capricious action by Matterport that I check my primary and secondary payment methods monthly on my classic account and screen shot that info. Best of luck - keep us apprised. Keith |
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SpencerLasky private msg quote post Address this user | |
| Ah yes smart - we post forensic the account - it seems something was off on there end - charges where paid yet it trigger something in there system and that was sudden death. I can try but there was one I had spoken too and he seemed to get it but then ghost me when another agent pick it up. There is a lag for getting responses from them of many day - to that end even if I wanted to pay to get them reconnected I don’t know how, they seem to fail on landing me to a solution point. I have them organize with a large client and that client can’t wait to move onto a new system for the same reason - over charging and terrible support - thanks I’ll try some how to reach out to Corporate, there are real advantages I can offer in the PR realm like big name movie scans which I can do as I’m in the union and active DP as well but just can’t get any purpose on my win win! Offer  |
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Realwalk3D private msg quote post Address this user | |
| I’ll be direct. I experienced the exact same situation — a payment on my Classic account somehow got “stuck,” and I only found out when all my virtual tours were suddenly disabled. I lost a lot of time and money because of that. I also had a PRO account tied to a Pro3 camera — I still own the camera but no longer need it. I intentionally didn’t pay the last maintenance period for the PRO account because I had already suffered significant losses when the Classic account was shut down. Matterport treated me like a Classic-account customer — the Classic account was disabled well before the period allowed for filing a complaint — while PRO accounts were reminded by email and kept active well beyond payment deadlines. That is outright unfair. I understand that Classic accounts may be unprofitable for the company — I run a business too, so I get cost optimization. But I cannot accept the company’s callous treatment of customers: long response times to emails or ignoring them entirely, essentially no support or highly selective support, a lack of real software innovation, and a lack of willingness to sell or support their products and services. This is a complete disrespect for the customers who pay monthly subscriptions and keep the company afloat. Because of this, I immediately warned my clients after the original Matterport was sold — I told them there could be problems. I offered every client migration to a new platform. Some agreed right away; others were left with disabled tours and are now calling me asking for a replacement platform. Matterport is no longer a monopoly — there are several companies offering the same services, often much better, cheaper to maintain, and with real support (responses immediately or within minutes). I personally use RealSee — in my view the best on the market: a much better platform than Matterport, cheaper to maintain, a free app, free 24-hour publishes, advanced accounts that can be delegated to sub-agents or clients, and individual support (you can, for example, contact support on WhatsApp at any time). Summary and call to action: Get away from Matterport. Move your clients to better, modern platforms and offer new, superior services. I am furious at how they treated me and my Classic account — it’s disrespectful and unprofessional. For clients and partners: don’t risk working with a company that treats its users this way. And below are a few examples from another platform: |
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SpencerLasky private msg quote post Address this user | |
| Thank you - that was what I was afraid of. If this is how they manage things - we have to consider what works best for us. It's always a shame when you start with a company, have good and logical relationships at the start to find they have no idea who you are once they get going - by using you or us. I apprciate your comment and thank you for making it. I'm always trying to find the positive path but these folks seem adverse to just communication with me in a way that can work - 3 for days later you get a response and then nothing again for three of four days - I'll figure out my short term and then look to longer term, my large (and I mean large - like top of the food chain luxury) can't wait to move behind them too, which is a shame since I brought them into the system. Spencer | ||
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HelloPado private msg quote post Address this user | |
| This happened to me about 2 years ago. I was able to get the Classic account reinstated because I could prove that I had two forms of payment and they did not use my backup payment option, so it was their fault. Did you have a backup payment option? I strongly suggest anyone with a Classic account have one or two backup payment options on your account. More recently, I received an email stating that my payment had been declined and I needed to correct the billing option. When I went to my account, everything was paid in full and there were no issues. I have taken multiple screenshots of my billing page to prove over time that my payment options are up to date and my account is paid in full. MP is shifty and what's crazy is that I hoped that change in ownership my improve the situation over the years but so many of us are continually disappointed. I hope that you get the resolution you're looking for. Good luck. |
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