Sorry. We Messed Up. (Zendesk responds to pricing criticism)
1–10 of 57 posts
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#2Reasonably well-handled. I didn't go through the effort of switching our business away from this because I thought something might happen.
I do have the sneaking suspicion that if we grow a bit the business case for either switching or rolling an in-house solution ourselves will become much more compelling though, especially if I'm forced to upgrade from my current plan to a new one.
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#3This is how a startup should handle pricing changes, so long as the old pricing scheme was viable.
This is the opposite of what Recurly did a month or two ago when they dramatically raised prices and the same revolt occurred. Their response was a big "F You", and their latest e-mails finally announcing even more pricing changes show they lost enough users in the process that it threatened their viability.
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#4For what it's worth, Zendesk is definitely worth it for the five customer support people we have. The amount of flexibility they give you and the api hooks are fantastic.
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#5This is how you do a public apology. Nicely played.
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#6Their customers & readers aren't going to forget the chortling, self-satisfied tone of their earlier communications.
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#7When we decided to make a change to the Zendesk pricing structure for our existing customers, we tried to be as thoughtful, transparent, and straightforward as possible.
Transparent? Maybe you should've given your customers a warning first..?
While the letter is certainly worded very nicely (and carefully), it reeks more of damage control than sincerity. The picture with the puppy dog face puts it way over the top.
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#8When we decided to make a change to the Zendesk pricing structure for our existing customers, we tried to be as thoughtful, transparent, and straightforward as possible. Transparent? Maybe you should've given your customers a warning first..? While the letter is certainly worded very nicely (and carefully), it reeks more of damage control than sincerity. The picture with the puppy dog face puts it way over the top.
How do you get more sincere than, "We failed. We let you down. And we apologize."?
I'm asking this in all honesty; I don't really understand where you see this as being insincere. Just curious.
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#9Did Zendesk bother to grandfather the pricing on their existing customers and instead charge more for new customers?
Re: Sorry. We Messed Up. (Zendesk responds to pricing criticism)
#10Did Zendesk bother to grandfather the pricing on their existing customers and instead charge more for new customers?
no originally existing customers would only be grandfathered in for a year and they had to pay up front.