Misled by SalesRep. It was Like Pulling Teeth for Customer Service to Look for a Solution. The Sales Rep was Arrogant.
In August of 2013, we began service with Meltwater. I had spoken to one of their sales reps who no longer appears to be with the company, who advised me that the newsletter had a particular functionality that I later realized it did not. I wasn't certain if he had made a mistake or intentionally misled me. However, if he is the SalesRep, I would imagine he would know the product inside out. I was told that I would have a 3 person team consisting of the Salerep that sold me the service, a growth rep, and a success rep. I was told that I would always have access to someone. This was not true. I only worked with the Success rep. When I called the Sales Rep, I got voicemail. He would not respond. The Success rep would, after a while, call me back. When I would call the success rep I usually got VM, but again she would always call me back within a few hours at most. This was not what I was expecting based on what I was told when the Sales rep was trying to sell the service. It seemed as if I would always get prompt access to my ''team.'' This was annoying. When I spoke with the success rep, and asked her how I could go about accessing the functionality that the Sales Rep said I had, I was told that the newsletter could not do what I was requesting. I let the success rep know that I had purchased the service based on that functionality. She simply said, sounding a bit arrogant and condescending, that the functionality was not possible but that she would show me how to use the functionality that the service did offer. I explained to her that I bought the service based on that feature. She did not seem concerned. There was no effort, at first, to find a work-around. I felt as if her attitude was simply, ''Deal with it.'' I was upset. Though I told her that the format of the newsletter would not work for my audience, her suggestion was that I send it to my audience anyway to see what they think. I found this response unacceptable. Doing business with Meltwater has been exhausting. After weeks of going back and forth, I inquired as to what it would take for us to get a refund, it was at that point that she made an effort to live up to what the sales person had promised. The service we received was D+ at best. Earlier this month, I told our Success rep that we do not wish to continue our service with Meltwater. She advised me that I had missed the deadline to cancel our service and that we should have canceled it 60 days in advance per the fine print of the contract. Specifically, she said, ''I've attached the contract for the Meltwater service to this email. Please have your legal team refer to clause 8.1 under invoicing and payment which specifies that the cancellation needs to be received in writing 60 days in advance of the expiration date.
I'd be happy to jump on the phone and further clarify this clause with your legal team.'' Arrogant.
Why would Meltwater want to hold a company to a service when it is clear that the company finds the entire experience with Meltwater to be unsatisfactory to say the least.--we never actually used the Newsletter as what they were offering would not work for us. Even worse, the Customer Service rep does not appear to even appreciate us as customers. It seems as if the company just wants the money. There are other issues, as well, for instance, I was told during our onboarding that we would have a conference call with the Success Rep and the Growth rep to discuss how the service is working for us. This never happened, through we did hear from the Success rep. Of course, as you can imagine, she never seemed to be concerned with anything we had to say. She would simply tell us to use the service we had and make the best of it. My only regret was giving Meltwater the benefit of the doubt. I refuse to speak with the success rep. Customer service is supposed to help not cause additional problems for the customer. I don't understand why our Customer Service Rep is in a customer service role.
We would like to cancel our service that is set to begin next month. We are not using the newsletter.