Hi Anna,
Thank you for your feedback. We regret that you are dissatisfied with our service, and we appreciate the opportunity to clarify a few points regarding your concerns:
1️⃣ Support Response Times: We understand the frustration of not receiving timely support. However, we want to clarify that our team has been in direct contact with you on several occasions. After receiving your request to cancel the contract, our Customer Success Manager reached out to you by phone and listened to your concerns. Unfortunately, you did not make use of several available options that would have allowed for an easier resolution, including:
👉 The 30-day money-back guarantee after your purchase, which would have allowed you to cancel the contract within this period.
👉 The opportunity for an extended consultation to address specific workflow challenges, which could have been booked to better align the tool with your needs.
👉 The option to adjust your contract to a shorter term if the 2-year commitment did not meet your needs, as this was available at the time of your purchase.
👉 Since these options were not utilized, we are unable to accommodate the request to terminate the contract.
2️⃣ Callback Promise: We did indeed try to reach out to you by phone, and there was a delay in the follow-up, which was due to a high workload on our side at that time. We sincerely apologize for this delay and are actively working to improve our processes to ensure callbacks and follow-ups are handled more promptly in the future.
3️⃣ Features and Workarounds: We would like to emphasize that awork has delivered all promised features as agreed. During our consultation, we worked together to find solutions for your workflows. You chose a work management tool, and while it may not fully meet all of your specific needs, this is not something that the tool can be held responsible for. We did, however, try to provide suitable workarounds to accommodate your particular situation.
4️⃣ Cancellation and Automated Email: Regarding the cancellation process, it's true that you received an automated email offering an extended trial period. We understand that this may not have been the most helpful for your situation, and we’ll work on improving the communication to make it more relevant for customers in your position.
In summary, we understand that the situation hasn’t met your expectations, but we must stand by our previous decision as outlined in our email. We encourage you to continue reaching out if you have specific questions about the tool, and our support and Customer Success teams are available to help with any further inquiries. 🙏
