Hi all,I have to start with the details that I was using Hootsuite from another account with a yearly subscription and I was very happy with their service, also finished their social media course and gained a certificate.However from this account I have opened for a brand I used the 30 days trial option then chose carefully to select the monthly renewal and despite the system charged me yearly subscription. I tried to downgrade but it was only downgrading from the end of the already billed period.When tried to resolve this with the customer service representative, I asked for various solutions, he made a snippet of their T&C as an explanation. I asked to swap for monthly and I am happy to be charged for the month past.He claimed the billing was over a month ago, that I totally understand, but what he didn't understand that I chose the option during the trial to charged monthly.Meanwhile I was explaining this and asking for any solution he ended the chat window on me.It is sad to see that a good service is going down the drain because people at the customer service don't understand anything about customer experience and b2c interaction. This review is just going to be one in the many explaining very similar experiences and I am really writing this purely because I still cannot believe it could be a solution in the 21st century when brand experience is EVERYTHING to close a chat window on a customer spent hundreds of pounds for their service in the past.I really hope the Customer Service Manager will get to read this, as based on the score you have here on this site and the experience how you treat your clients you will be very soon out of business. If this is not changing none of the spent advertising cost on Facebook, Google Ads and Yahoo will bring this company above water.As we all know it is much more expensive to get the new customer in the door than keep the old on satisfied and lead to continuous purchase.I hope maybe these messages everyone is writing will click some light on before you are out of business. If not, Hootsuite will be just another example of the same pattern to rectify the importance customer care.Looking forward to get contacted by anyone from Hootsuite just for an apology,We will see,Thanks,Adam
