Another Great Matterport Support Story21659
Pages:
1
|
ron0987 private msg quote post Address this user | |
| Well, I am back to give Matterport another glowing support review NOT!!!!! Background signed up for classic plan in 2014 with my business partner. At that time, I handled billing real estate photography and Matterport, he handled our scanning business and training everything related FARO systems. I setup the Matterport account basic classic account, at that time we always placed both names on all of our accounts for obvious reasons. So simple but at that time we could not both be account owners and then one listed as billing were forced to assign one as account holder one as billing agent. You think no big deal, I looked thru the account and could see we both had equal privileges. So after all this time I know my classic account is ready for renewal and so I go in to cancel my subscription. The cancelation is not there. I don't understand. I go to online help screen follow the steps watch the video and nothing. No cancelation button. So waste all this time to find no button. Step two go to online chat, say I am trying to cancel my account, and they refer me to videos. I tell them I watched the videos and followed the steps and there is no cancel acct. Spend 10 minutes until they out of all things say contact customer support. I said I thought that what I was doing and that is why we are talking. I get the steps to cancel the account that I already followed and nothing there. Then I get you need to call support. I call support go back and forth with them and simply make the request to cancel the account and after a short time she goes you can't. I tell her I do not understand, she goes you're not the account holder. I pointed out in 2014 I set the account up by their guidelines. She goes yes, I ask can you see that you set up the account and she acknowledge this. I point out that I set it up by their guidelines. She agreed, but I cannot cancel, she again said no you cannot. Matterport's current policy is the account holder has to cancel. I had been pushed to my limit said ok I follow your guidelines and you see I set up the subscription and you will not cancel after identifying me as doing so. I seldom do this but I know we were on a record line and said ok then I wonder if the Federal Trade Commission understand your subscription practice and I know I always get a transcript but did not ask this time and also said I am also going make a complain to our Attorney General about your subscription practice. She asked me to hang on and then came back and said she understood my frustration and elevated to next level and waiting for an answer. She said she now outline all the details. She then said she got permission to cancel the account and would send an email verification and would call back. I did go into why do think people leave and say customer support is not there and said I do not want call back. An hour later no email no transcript of customer support. I had my partner go in cancel the account. Could have been simple but to go thru all of this and they still did not do what they said they were going to do. Good luck to all you Matterport supporters. YOU NEED to take a second look at REALSEE, the support the product everything is there. |
||
| Post 1 • IP flag post | ||
 Owner,Managing Editor and Publisher of WGAN Forum and WGAN-TV Podcast Fairfield, California |
TomSparks private msg quote post Address this user | |
| @ron0987 Thanks for sharing... Who was listed as the billing agent, you or your partner? If it was your partner then I can understand there not being a cancel button under your login. Partnerships go sideways all the time. I'd hate to have a falling out with a business partner and they go into my Matterport classic account and wipe out 300 tours I have. that wouldn't be good!. If it was your card on file and they refused to cancel i'd probably call the CC company, block the transaction/dispute it, then provide that proof to Matterport to say "my card, cancel". I do agree that the level of customer service these days in general is in the trash. Call center agents reading off of scripts is nothing new, add AI in the mix and you are just talking to a live robot who is reading an ai script, an endless circle (nightmare). Glad that it was able to be cancelled for you. Matterport has several competitors now. Realsee, Giraffe360, iGuide. I've had great customer service experiences with all! |
||
| Post 2 • IP flag post | ||
|
|
ron0987 private msg quote post Address this user | |
| @TomSparks I was the billing manager on it they were happy for me to pay the bill, when the card expired, they were happy when I updated it. Yes, I could pulled the card but there is a system in place. I would rather see a step added in the instructions, if you're not the account owner this process needs to go thru that person. That could have been in the instructions or first customer service not got thru all those steps. I would also like to see a definitive break down of what each can do it would have save me a lot of time. I understand what your saying Tom but from the beginning I stated we had equal access on day one and can understand that could happen. But we followed Matterport direction in 2014 and at that time would not allow two of us as account owners. This is the also when everything you or you worked with required a new email when working with new clients. I have now seven Gmail accounts for working with different clients so they could access to some admin features. After I posted and after I had my partner cancel the account, I finally got the customer support email that I was told I would get right away. |
||
| Post 3 • IP flag post | ||
|
Owner, Managing Editor and Publisher of WGAN Forum and WGAN-TV Podcast Fairfield, California |
TomSparks private msg quote post Address this user | |
| @ron0987 Super frustrating... I have cancelled a few subscriptions recently for some platforms i'm not using and they hide the cancellation process and make you jump through hoops, it definitely should be easier. | ||
| Post 4 • IP flag post | ||
Pages:
1