Post Reply Billing and Premium service membership management needs a complete overhaul
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Posted 5/23/16
So I've been having recurring problems with my Premium membership since the middle of April, and I'm not the only one who keeps running into problems apparently. In fact, it looks like an epidemic.

Guys, you've gotta get your ducks in a row with regards to letting paid members actually access paid content without constantly having to jump through customer service hoops. It's ridiculous.

The first thing you need to deal with are all the account/membership status errors that seem to crop up on a regular basis. I renewed my monthly membership on or around 5/17 (it's hard to say exactly when CR accepted and processed the payment), and Saturday (5/21) got an e-mail saying my premium membership had expired. Immediately, I lost all premium access. I used the support contact to get it resolved, and was able to access premium content again.

On Sunday (5/22), I got an e-mail saying my Premium+ membership had expired. I never even HAD a Premium+ membership. I immediately lost access to Premium content again and am as of this moment still waiting for customer service to help get me back up and running.

This is not a good look.

Now, let's examine how this all started, which is another area where Crunchyroll needs massive improvement:

Early April, a friend gave me a one-month membership as a gift. I was already a paid member, but I assumed--because it's a natural assumption after years of satisfactory service from Netflix and PlayStation Plus--that if you applied a gift membership to an active subscription, it'd just add time to your active enrollment and skip a billing cycle.

Nope!

With Crunchyroll, you have to cancel your membership before the next billing date, THEN use the gift membership, THEN renew your membership manually when the gift membership expires.

What in the world kind of nonsense is this? That isn't how it's supposed to work. That isn't how reputable, credible online subscription-based services are supposed to handle gift memberships, gift cards, and the like.

So anyway, my attempt to use this gift membership is what originally broke my account, and seems to be the source of my continued account problems. And it never should have been an issue in the first place.

So to sum up: you need to fix whatever problem keeps breaking your customers' Premium accounts, and you need to learn how gift cards are supposed to work for paid members and not do this to anyone else. Otherwise, you might find people not so willing to continue paying for the aggravation of not getting what they're paying for.
Der Zoodirektor
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Posted 5/23/16 , edited 5/23/16
Looks like one of my colleagues messed up a little bit when activating your prepaid gift. I've refunded the latest renewal, as you missed a week of it already.

If you want to sign back up, use /premium_pick_plan?membership=premium.
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Posted 5/23/16
Kind of an odd way to fix it (generated a third e-mail and my CC issuing bank is probably gonna look at it askance and go "WTF?", but thanks. I really hope this fixes it permanently, because if it doesn't, you're losing a customer. :/
Der Zoodirektor
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Posted 5/23/16

mythrilmothV2 wrote:

Kind of an odd way to fix it (generated a third e-mail and my CC issuing bank is probably gonna look at it askance and go "WTF?", but thanks. I really hope this fixes it permanently, because if it doesn't, you're losing a customer. :/


Yes, this should fix it. Sorry about the confusion my colleague has caused.
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