I called one of our vendors recently to check on a service cancellation we made last month. We used this vendor’s service for an employee who recently left our organization but we only used it for one-third of the days in the billing cycle. Since the service for the employee was canceled the day he left, I just wanted to ensure that we had our credit coming to us for the other two-thirds of the cycle. And you know what I heard?“I’m sorry…we don’t give credit or refunds for cancellations.”
What? Did I just hear that from a vendor that sells cloud-based meter-driven solutions? This vendor will happily provision a new service halfway through a billing cycle and charge you for the half-period but will not refund or credit you when you cancel halfway through a billing period?
I have a number of issues with this.
- Why do you think it’s okay to charge me for a service that I’m not using and that I’ve explicitly canceled? I know it’s not any burden on your organization because your organization is no longer using any resources to manage the service for our departed employee.
- Why is it okay to charge me for a new service halfway through a billing period but you won’t credit me? Is this how your MBAs advise you to “maximize profitability” at the expense of screwing your customers?
- Should I time my hiring and firing decisions based on your billing cycles so I can maximize my profitability?
In the end, this vendor really did pretty good work for us and provided decent support. But I will have a sour taste in my mouth with the way they ended the relationship by saying: F*@^ you since you’re not our customer any more!