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Post Reply Why is CR customer service so bad and confusing?
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Posted 1/6/16 , edited 1/6/16
So, I had accidentally used the wrong card to pay my premium and I canceled immediately hoping I wouldn't get charged. I emailed CR telling them I need card ending in XXXX refunded immediately and when I went to go check my bank account the charge from CR disappeared until today I see 6.95 still got taken out even though I had CANCELED...

Now, I emailed them again today and told them that they double charged me and I just wanted card ending in XXXX refunded, but instead they canceled my whole account altogether when I just wanted a refund for the card I had canceled with.
Werina 
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LOSERVILLE
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Posted 1/6/16
I think they're great
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Posted 1/6/16 , edited 1/6/16
Maybe I just got a CR rep who doesnt understand English. Told him multiple times I wanted 1 specific card refunded not both.
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Posted 1/6/16 , edited 1/6/16
@Glutting95, you probably did get one who couldn't understand English unfortunately. That's thing with big companies these days, especially online ones. They save money by having all their customer service offshore in places like India.

Also, I'm not a paying member of CR. But I find it incredibly suspicious that this "free" trial they keep offering me requires my bank details first. But I thought it was free?
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Posted 1/6/16
I also think they're great, and promptly handle all problems to the best of their abilities with all things considered.

Fact is, is that most of the users who have problems with an issue like this are one of three things: misinformed, easily offended or generally remiss about how they use their money.
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Posted 1/6/16 , edited 1/6/16

eclair-lumiere wrote:

@Glutting95, you probably did get one who couldn't understand English unfortunately. That's thing with big companies these days, especially online ones. They save money by having all their customer service offshore in places like India.

Also, I'm not a paying member of CR. But I find it incredibly suspicious that this "free" trial they keep offering me requires my bank details first. But I thought it was free?


Every free trial for a service that I've seen online requires credit card details so that you can automatically become a member or subscriber if you fail to cancel before the trial is up. I've never seen a site with a paid service anywhere that doesn't do this, so it's nothing unusual on Crunchyroll's part, Businesses offer free trials in order to convert curious window shoppers into paying customers.

On topic, I don't think Crunchyroll's customer service is very good. I've used it twice: once with the store and once with the main site (I don't actually know if there is a difference in reality). In both cases it took days to get a response. My technical question with the site was never resolved, and it took over a week before the guy just admitted he couldn't help and closed my ticket. I did get my question about an order with the store resolved, but it was very slow.
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Posted 1/6/16
I just spent like a week working with them, and they were probably the best I've dealt with in a while... But then again, I may just have dealt with a lot of terrible lines, skewing my view
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Posted 1/6/16
Never really had any problem with them.
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Posted 1/6/16

D4nc3Style wrote:

Never really had any problem with them.


And you don't until you do.

I went quite a while with no issues. Then videos stopped working on my computer, and I received no help fixing the problem. The response was literally a copy+paste from the help section, which I'd already visited.
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33 / M / Florida
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Posted 1/6/16
The help one gets from CR seems to be very hit-or-miss. I've had several issues over the years I've been with CR and so far am batting about 50%. Much of the time, it is failure to comprehend what I am saying, or an apparent lack of attention that results in cut/paste for stuff that I have already addressed and mentioned. The decent help seems to be slower by a day or two, but at least it resolves the problem(s).
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Posted 1/7/16



Every free trial for a service that I've seen online requires credit card details so that you can automatically become a member or subscriber if you fail to cancel before the trial is up. I've never seen a site with a paid service anywhere that doesn't do this, so it's nothing unusual on Crunchyroll's part, Businesses offer free trials in order to convert curious window shoppers into paying customers.

On topic, I don't think Crunchyroll's customer service is very good. I've used it twice: once with the store and once with the main site (I don't actually know if there is a difference in reality). In both cases it took days to get a response. My technical question with the site was never resolved, and it took over a week before the guy just admitted he couldn't help and closed my ticket. I did get my question about an order with the store resolved, but it was very slow.


Well it seems incredibly suspicious to me. If you need to put in your card details before the free trial, I would start to doubt whether it is actually free. I definitely won't be signing up to this "free" trial.
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Posted 1/7/16 , edited 1/7/16
My only issue with CR support is that their answers generally aren't very helpful. However, they have helped me on a few occasions like when the store broke so I missed a sale. They retroactively applied the sale. Asking for when an order is going to ship on the other hand...


eclair-lumiere wrote:
Well it seems incredibly suspicious to me. If you need to put in your card details before the free trial, I would start to doubt whether it is actually free. I definitely won't be signing up to this "free" trial.

There's really nothing suspicious about it, and it actually accomplishes several things. One, they can identify you almost uniquely (varying on the amount of cards you have; now that is suspicious if you do that to bypass this). Two, you have to show you're invested to try it. This prevents people from just willy nilly signing up and using resources that they wouldn't normally be able to. Three, and as mentioned, to convert you to a paying customer.

I'd actually be more suspicious if a service didn't ask upfront. What's in it for them? We all know there has to be something.
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Posted 1/7/16


CostlyAxis wrote:

My only issue with CR support is that their answers generally aren't very helpful. However, they have helped me on a few occasions like when the store broke so I missed a sale. They retroactively applied the sale. Asking for when an order is going to ship on the other hand...


eclair-lumiere wrote:
Well it seems incredibly suspicious to me. If you need to put in your card details before the free trial, I would start to doubt whether it is actually free. I definitely won't be signing up to this "free" trial.

There's really nothing suspicious about it, and it actually accomplishes several things. One, they can identify you almost uniquely (varying on the amount of cards you have; now that is suspicious if you do that to bypass this). Two, you have to show you're invested to try it. This prevents people from just willy nilly signing up and using resources that they wouldn't normally be able to. Three, and as mentioned, to convert you to a paying customer.

I'd actually be more suspicious if a service didn't ask upfront. What's in it for them? We all know there has to be something.


They can identify you through other information. Card details don't ID you, they just provide them with access to your money.
If you sign up to it but then don't pay for it after the time is up, why don't they just take the service away?
And I'm sure if you decided after the free trial that you wanted to be a paying customer it would be easier to THEN give them your card details.
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Posted 1/7/16

eclair-lumiere wrote:

Also, I'm not a paying member of CR. But I find it incredibly suspicious that this "free" trial they keep offering me requires my bank details first. But I thought it was free?

I was going to say something witty like "You've cracked the case!", but this guy explained it pretty well.





On topic, I've had one good and one bad experience dealing with CR customer support, the good was just a quick phone call and my problem was solved.

The bad was when my membership suddenly ran out and I had no idea why, ended up buying another subscription and literally a day later got a reply to my support request.
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Posted 1/8/16
this is why i just CALL them.
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