Lazysupper

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Why Base CRM does not suck

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With risk of looking like a prick to Customer Service workers everywhere, I feel this incident makes a nice follow-up to this morning’s earlier post. I recently signed up for a free trial of Base CRM’s Professional service plan, which is $45/month. Because they have (what has become a business standard) an “Opt-out” free trial, I determined the cancel-by date and marked down the day before on my calendar. It is something I always do (and something everyone should make standard practice) lest I find myself paying again for a year of e-greetings I don’t really want.

Well, my two week came and went and I didn’t really get to use Base CRM as much as I had wanted to. So when I went to cancel my trial the site recommended I downgrade to the $15/month plan for a two-week trial. I figured Why Not? So I cancelled my $45 subscription a day in advance of its automatic billing date and signed up for two weeks of the $15 plan.

The next day I received an email from Base CRM stating they had billed me $45 for my new Professional Plan. Still in the aggravated midst of getting shafted by Synology I immediately replied with the following email:

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I had tried to be as pleasant as possible in my angered state… the whole “catch more bees with honey” thing and all. After pressing SEND, I had a moment of worry as I ran through last month’s sign-up process in my head. Like a murderer going over the crime scene, hoping he didn’t make a mistake. I realized I hadn’t taken a screenshot of my registration page (something I also try to do when signing of for Free Traps Trials). Still, I was ready to go battle. It’s not about the $45. It’s about the principle. I’d do the same for 45¢. I received an email reply from Victor at Base CRM within the day:

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I was taken aback, horrified almost. Was I on Hidden Webcam? With slight trepidation I decided to continue my trial. And thank Victor for not going to war.

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Victor agreed. It’s not about the $45. He also followed up with a detailed, non-scripted, non-boiler plate reply to explain what had happened.

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It is so nice (yet sadly uncommon) to encounter a business nowadays who does not treat their customer like the enemy.

It also helps that Base CRM makes a great product that lives up to its marketing.

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16 Comments

Why Synology Sucks

“Why Synology Sucks” is the title of one the threads on Synology’s user forums. I found it surprising the company allowed it to be posted. They had refused and deleted four of my posts, sending me this “Board warning issued” message:

synology sucks

While perhaps I didn’t write the most constructive posts, but I don’t think I was flaming. Here are my flames. And if that guy thinks that this is cursing…

This software is GARBAGE.
It split a DVD of a TV show into a bunch of separate videos. I have tried to edit “season” and “Episode” and connected it to the main show page… all for NOTHING.

I am regretting buying this CRAP.

I just got the Synology NAS yesterday and have had nothing but trouble. The ONLY good experience was one helpful guy in Customer Service in Seattle. Everything else has been a NIGHTMARE. They’re a bloody start-up, no? They should be good. But they SUCK.

Okay. That was pure frustration. But I had just bought their Network Attached Storage (NAS) hardware/software solution that they promote as a simple plug-n-play “personal cloud”. To say that is misleading is an understatement. So you can understand my frustration after trying to set it up for +10 hours.

I OBVIOUSLY want all the extras, interviews, etc. from my DVD of “The Bronx is Burning” under ONE MAIN SHOW HEADING.
This brilliant Video Station software has added each Extra and each Interview as a separate bloody show.
WTF???

Also frustrated, but ban-worthy?

I want my ANSWERS immediately. I don’t want to wait for some latte-sipping, pock-marked tech support to “approve” my post.
Is there a NON-SYNOLOGY Forum anyone recommends?

Insulting and argumentative, yes. But what “global” company has Customer Service (non-toll-free) from 9am to 4pm Seattle time?

I got a DS112j yesterday. Have spent hours fighting with it. An hour on the phone with Customer Service. Got a few things working. Went to bed. Woke up. Nothing works.

This software is TERRIBLE.

Cannot connect to Video Station.
Cannot connect to Audio Station.
Cannot connect to Media Server.
(And yes, my permissions are set.)
Everything is VERY SLOW.
ABSOLUTELY HORRIBLE!

That is fact, not flame.