The Pros and Cons of 'new Dotable' compared with 'old Dotable' - Page 2 - Dotable

hal · 8th March 2009, 08:41 PM

- 8) Unwillingness to handle formal customer complaints in a professional manner

The ticket entitled "Complaint" (see this post) was created by me on 26 Feb 2009 and was actually deleted (not simply closed) from the system 10 days later on 10th March, without addressing the concerns it contained or even providing a comment. I find it quite surprising that a company could act so unprofessionally in response to a formal complaint.

hal · 9th March 2009, 12:25 AM

Brad

The original agreement stated that the price for a chosen plan would not increase regardless of how long the account remained with Dotable.

Bearing in mind that all the plans have increased in price (certainly since I first hosted with Dotable), if you request to be upgraded to the equivalent new plan, does this mean that the new price will also become applicable?

Cheers
Hal

Brad · 9th March 2009, 03:55 AM

Hi Hal,

I would say yes.
I upgraded my account a few times under Aussie Bob.
What ever the price of the plan was at the time of the upgrade, is what Aussie Bob charged me !

Just refer to the internet wayback machine to see how Aussie Bob often changed his plan $$$.

Have a great week Hal !

Brad

hal · 9th March 2009, 04:20 AM

Thanks for the explanation, Brad - that's a lot clearer. The wayback machine is a great resource - I can even see my plan there from when I joined in 2006!
In fairness though, I don't think Dotable allowing existing customers to upgrade to a current plan justifies an extra 'plus' point. Furthermore, this policy was the same under Bob, so 'new' Dotable is not providing it as a benefit over 'old' Dotable.
I hope you can see what I mean.
Cheers
Hal

Brad · 9th March 2009, 04:34 AM

Quote:

Originally Posted by hal

In fairness though, I don't think Dotable allowing existing customers to upgrade to a current plan justifies an extra 'plus' point. Furthermore, this policy was the same under Bob, so 'new' Dotable is not providing it as a benefit over 'old' Dotable.
I hope you can see what I mean.
Cheers
Hal

I do see what you mean Hal, but for me for example....
I have been here for 2x years.
Have upgraded twice (The last upgrade was about 8 months ago (I think).
Then when Aussie Bob went to US$ for the plans, us Aussie's took a 40% increase in plan $$$.
(Another reason I love the new allocations)

So if you have had a plan change in the past year to the current plans, then you could ask for the upgrade - no problems.
And that would be a few Dotable customers I reckon.

So maybe a 1/2 a point for the positive

Brad

waldo · 9th March 2009, 09:19 AM

As a side note to this discussion of package changes - another negative from my perspective has been the convoluted and confusing discussions via the helpdesk of what my actual package is and my annual rate! I did receive a generous upgrade, but have also been given conflicting advice.

SniffTheGlove · 9th March 2009, 09:19 PM

Quote:

Originally Posted by hal

Thanks for the explanation, Brad - that's a lot clearer. The wayback machine is a great resource - I can even see my plan there from when I joined in 2006!
In fairness though, I don't think Dotable allowing existing customers to upgrade to a current plan justifies an extra 'plus' point. Furthermore, this policy was the same under Bob, so 'new' Dotable is not providing it as a benefit over 'old' Dotable.
I hope you can see what I mean.
Cheers
Hal

Hal, see this post where I am accepting the upgrade. If you go back to post 22 of that thread you see me ask about the difference in in the packages and in post 27 Nick states the upgrade is possible by submitting a ticket.

This is the only time I have see any mention of a package upgrade and I am delighted with that option

+3 as well

hal · 10th March 2009, 03:49 AM

Brad and SniffTheGlove - it looks like I have been overruled!
+3 it is! ;-)

Having said that, the upgrade of the package specs seems to me to simply keep the new prices in line with the rest of the market.

Cheers
Hal

hal · 10th March 2009, 03:49 AM

Sorry guys, but I think I need to make that a new minus point!

Thanks to SniffTheGlove's link, I realise now that my plan will increase by $158 (USD) when I renew (that's equivalent to 177%)!

Hence...

- 9) Price hike

waldo · 17th March 2009, 11:33 PM

-10) Lack of Dotable management interaction

I've sat on the fence previously relating to issues of forum usage. I do agree with Dotable's position that the forum is not a first line of support, it should be used primarily for peer support. That said, had we members, in the days of Aussie Bob, posted a long list of complaints like this, you could guarantee he would have posted up promptly his thoughts on the matter.

It seems that, despite numerous threads berating the performance of 'Dotable-lite', none of the management or staff seem fit to reply, even just to say they are taking these things on board.

I really fail to understand the business model in place or are we being milked dry on the basis of Dotable being run by a skeleton staff?

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8th March 2009, 08:41 PM	#11 (permalink)
hal Senior Member Join Date: May 2006 Posts: 231	- 8) Unwillingness to handle formal customer complaints in a professional manner The ticket entitled "Complaint" (see this post) was created by me on 26 Feb 2009 and was actually deleted (not simply closed) from the system 10 days later on 10th March, without addressing the concerns it contained or even providing a comment. I find it quite surprising that a company could act so unprofessionally in response to a formal complaint.

9th March 2009, 12:25 AM	#12 (permalink)
hal Senior Member Join Date: May 2006 Posts: 231	Brad The original agreement stated that the price for a chosen plan would not increase regardless of how long the account remained with Dotable. Bearing in mind that all the plans have increased in price (certainly since I first hosted with Dotable), if you request to be upgraded to the equivalent new plan, does this mean that the new price will also become applicable? Cheers Hal

9th March 2009, 03:55 AM	#13 (permalink)
Brad Smiling can be Infectious Join Date: Jan 2006 Posts: 105	Hi Hal, I would say yes. I upgraded my account a few times under Aussie Bob. What ever the price of the plan was at the time of the upgrade, is what Aussie Bob charged me ! Just refer to the internet wayback machine to see how Aussie Bob often changed his plan $$$. Have a great week Hal ! Brad

9th March 2009, 04:20 AM	#14 (permalink)
hal Senior Member Join Date: May 2006 Posts: 231	Thanks for the explanation, Brad - that's a lot clearer. The wayback machine is a great resource - I can even see my plan there from when I joined in 2006! In fairness though, I don't think Dotable allowing existing customers to upgrade to a current plan justifies an extra 'plus' point. Furthermore, this policy was the same under Bob, so 'new' Dotable is not providing it as a benefit over 'old' Dotable. I hope you can see what I mean. Cheers Hal

9th March 2009, 09:19 AM	#16 (permalink)
waldo Cross Hare Join Date: Jul 2006 Location: UK Posts: 536	As a side note to this discussion of package changes - another negative from my perspective has been the convoluted and confusing discussions via the helpdesk of what my actual package is and my annual rate! I did receive a generous upgrade, but have also been given conflicting advice.

10th March 2009, 03:49 AM	#18 (permalink)
hal Senior Member Join Date: May 2006 Posts: 231	Brad and SniffTheGlove - it looks like I have been overruled! +3 it is! ;-) Having said that, the upgrade of the package specs seems to me to simply keep the new prices in line with the rest of the market. Cheers Hal

10th March 2009, 03:49 AM	#19 (permalink)
hal Senior Member Join Date: May 2006 Posts: 231	Sorry guys, but I think I need to make that a new minus point! Thanks to SniffTheGlove's link, I realise now that my plan will increase by $158 (USD) when I renew (that's equivalent to 177%)! Hence... - 9) Price hike

17th March 2009, 11:33 PM	#20 (permalink)
waldo Cross Hare Join Date: Jul 2006 Location: UK Posts: 536	-10) Lack of Dotable management interaction I've sat on the fence previously relating to issues of forum usage. I do agree with Dotable's position that the forum is not a first line of support, it should be used primarily for peer support. That said, had we members, in the days of Aussie Bob, posted a long list of complaints like this, you could guarantee he would have posted up promptly his thoughts on the matter. It seems that, despite numerous threads berating the performance of 'Dotable-lite', none of the management or staff seem fit to reply, even just to say they are taking these things on board. I really fail to understand the business model in place or are we being milked dry on the basis of Dotable being run by a skeleton staff?