After three or four years as a customer, I cancelled my subscription to your online backup service yesterday.
A couple of weeks ago, you offered a 50% discount to loyal family plan members who renew, and to single computer customers who upgrade to the family plan. I tweeted and asked if you had any deal to loyal single computer subscribers. Your response to me was to try to get me to upgrade to a family plan. Specifically, you wrote,
You don’t have parents, siblings or cousins with computers? #cheapholidaygifts
That isn’t what I asked, and I also note that including cousins seems to extend the family plan beyond what you allow. Regardless, when I replied that the single computer subscription fit my needs and I wasn’t interested in expanding it, you didn’t think me worth a reply.
In the nearly two weeks between that exchange and the end of the promotion, I saw many tweets referring to a 50%-off subscription rate to existing customers. At least 75% of them made no mention of this deal being limited to the family plan. Perhaps you expanded the offer? I wrote to ask. No reply. This happened three times. Never a reply.
Then late last night I checked again, and your Black Friday sale kicked in. Both plans discounted, but for new customers only.
I get the hint. You want single computer subscribers to upgrade to the family plan, and you want new customers. Raving for two weeks about a 50%-off renewal is great, but if you usually fail to mention that it applies to only a subset of your customers, you’re going out of your way to annoy those to whom is doesn’t apply.
While these other two issues aren’t directly related to my cancelling, they definitely made it easier:
1. Your service is great in that it offers support Windows, OS X, and Linux, but doing this by using a common Java codebase is less than ideal. Backup software using a gigabyte of RAM is ridiculous. I’m glad to have that RAM back!
2. The Twitter campaign you ran over the summer was a disaster. You have 30,000 followers who are interested in Crashplan news and updates, and you saddled them with tweets like this:
Oh, jeez. The Wolf King just showed up. And he’s wearing that I‑wanna-get-back-together face. ‑MadMaxine #FutureWithoutBackup
You build a following, and then rather than offer what they came for, you tweet this kind of thing? I’ve never seen so many complaints, and for good reason. I wrote, asking if you had a feed for only Crashplan news and you told me I was already following it. When I suggested that this ‘campaign’ was ill-conceived, you explained that more like it could be coming.
I wondered how clueless could you be. I’m through wondering. You seem to have trouble understanding how to treat paying customers.
If you offer something, and repeatedly snatch it away, and then ignore me when I ask about it, I get the impression you aren’t terribly interested in my being a paying customer.
Message received, Crashplan.
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