My mail exchanges 28/4 with MonsterCloud
It seems what I am getting is very similar to other customers. It demonstrates a unique approach to customer service or business acumen.
Why have they faced such (reportedly) huge increases? Did their "legal councel" (see below) not do a good enough job to prevent their provider making thee alleged hikes?
Like other posters, I wonder how long they will be around for. I see the address on their website is a Regus serviced office in London. Anyway here are the cut/pastes from today: it starts with the webform I completed following their instructions to cancel if I dont want to pay more:
As forced by your outragous price increase I have closed the account.
I expect a 75%+ refund of the fee I paid you as it was active for less than 3 months.
I hope this part of the process is less opaque than your other business dealings.
I’m sorry, did you want our help or did you think this was somewhere you could just be abusive?
Thanks for your email.
The former, in getting my refund.
What you may have interpreted as “abuse” is only a statement of fact. At this stage, I am making no comment on the degree of business disruption caused by your self-publicised 8000% mid-contract price increases necessitating additional resources to change provider.
So factually speaking we did not increase our prices 8000%. Your email this morning was full of attitude, even though you have never contacted support previously. You insinuated that the owners of Monster Cloud have conducted themselves in a way that’s you determined to be dishonest.
So given that factual assessment of your email this morning would you now like to be a nice person, don’t judge on things you know nothing about and ask your question again?
Wow! Great email.
Yes, attitude is definitely there and with justification given the difficulties caused by your imposed price increases.
I have attached the email from firstname.lastname@example.org that:
1. Shows I have contacted you previously (it’s the same email address you are using now)
2. Gives the source of my quoted 8000%. Your figures, not mine. So I take them as fact when you inform me its 8000%.
I am surprised that you have gone on record to suggest that my note below “insinuates..dishonesty”. But a record worthy of retention.
Just process the refund please. Is that polite enough?
If you did read the email we sent, we showed OUR data provider costs had increased 8000%, if you worked out what £4.99 per month, old costs, and £17 p/m, new costs, is then you would quickly learn that it’s not 8000% - the price increase to users was only 340%. So the increase to customers was just 4.25% of the business costs. I would say that was really well handled by our company.
Your email shows you contacted Marketing, you have not contacted Support until today. Different people, different building, different services provided. We are the engineers maintaining and providing the service, we help with user problems, service issues and we give 1st line support for accounts, as they do not have contact with customers.
As we are not here to debate your odd mind, “I am surprised that you have gone on record to suggest that my note below “insinuates..dishonesty”. But a record worthy of retention.“ We can put your weirdness down to the fact you maybe got confused and thought you were in school trying to be clever.
So let’s get back to why you contacted us today, you cancelled your subscription and would like a refund of your fees on a pro-rata basis. This request will now be passed to accounts, they will handle this and determine if your request will go through, though as you have in past indicated you would contact the media then I think they will contact our legal counsel before anything else. So this might take a while.
Thank you for your email.
Please process my refund within the law and we can all put a stop to this.
As we said, this has now been passed to accounts for them to review. The law gives us 14 days to issue a refund, as you have decided to cancel your service after using it for a few months, on the grounds you do not agree to our new prices, this is another matter and why account s will look into this. Had you not consistently been quite threatening in your recent emails I would image this would have gone much smoother, but we don’t like to receive threats as much as you probably don’t, so things will have to be looked at more thoroughly now given what you have said in your emails.
Accounts will let us know in due course what they have decided to do and we will let you know their decision accordingly.
Well, that's it so far.
I will wait the "due course" to see what "Accounts...decide what to do". Let's see if it fit currently law and legislation.