Aweber; if you’re listening, you’re not going to like what you’re about to hear. Granted, I am reconsidering what to do with my account there, but that doesn’t mean I want to pay for services not rendered.
And for my normal readers… just a few minutes to let me rant. I normally don’t do this in my blog. I have a couple times and found that it did help me get to a decision maker. I don’t think I’ll have the same results at Aweber.
And there’s a reason for this. They are getting too much business. At least I guess that’s what they mean when they told me earlier today that if I didn’t want to pay my quarterly fee, I could simply cancel.
Who in this economy advises their customers they can just cancel?
But that wasn’t the issue, really. That part sounded funny, to me. I’d never say it to my customers. I’d find out what was irritating them and help them through it. Not Aweber. Aweber is a company that provides services for newsletters. You know, you enter your email address and click subscribe and you’re give an email newsletter from me, or whoever you sign up with. Simple stuff, really. Just too time consuming for the average Jane, or Joe.
The issue with me is that for about a month now, I’ve been on their suspended list – with what they call – limited use. But really, I have no access at all. I can’t log in and use my lists; nor can I add or delete or send out anything. Basically what Aweber is doing is storing some data on a hard drive somewhere. Not an expensive thing, agree?
Yet they told me that I had to pay full fare while suspended. I simply wanted to pay less, or nothing for this month that I haven’t be able to use their services. The answer was that there is no way around it – you have to pay for what you didn’t use. Kinda sucks, I know… I’d never treat a customer in this economy like that, would you? Aweber does.
And the only reason I can think of is that they have too many customers. Too many people signing up and using their service. Even on their main webpage at www.aweber.com you can see who “just” signed up for their service.
Do they do a good job? YES! They are the Cadillac of list serving services – I’d recommend that part to anyone on the planet. Do they have customer service skills? NO… they simply fail here. In a time when people are having a hard time paying for things, they never inquire if there is a different way to break down their service so to better service their clientèle. Yes, they have different plans, but offer no leeway in payment. And when you’re suspended – guess what? They consider it as if you’ve been using their services.
Am I right? I know in the strict sense, yes, I agreed to the quarterly payments. So there I am wrong in not paying that. But could they cut me a break and say – hey, you’ve been a great customer since 2006. I see you skipped a month – is there something we can help you with? And for the month I used nothing, I think they could cut some slack and keep me happy.
Instead, Aweber, you have this page that people will read and make a judgement on. Maybe that’s what it will take to warm your heart and work with people instead of telling them flat out – unfortunately we can’t.
Tags: Average Jane, Aweber, Blog, Couple Times, Decision Maker, Economy, Email Newsletter, Few Minutes, Hard Drive, Quarterly Fee, Simple Stuff, Time Consuming
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