I was a paying customer at $50 per month for several years. Recently, I discovered that the same service is now offered at $12 per month and reached out to ask about renewal options. I was not requesting retroactive refunds - only clarification.
At the same time, I was unable to access downloads tied to my account and contacted support for help. The responses I received were dismissive and did not resolve the access issue.
I was offered promotional pricing, but when I attempted to enroll, I did not receive timely support. By the time I followed up again, the promotional rate had expired. I also requested escalation regarding both the access issue and the pricing concern, and that request was not advanced.
Pricing changes are a business decision. My concern is how this situation was handled - particularly the lack of resolution, delayed responses, and refusal to escalate a long-term customer inquiry. Prospective customers may want to consider how support concerns are addressed before committing.
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