Fu*k You Freshdesk!

A detailed and honest review of our experience and why you should look elsewhere if you care about customer service.

The Short Version

I understand this is a popular company and there are probably some very happy customers. I’m not one of them and I doubt I’m alone. I believe the customer service I received was pretty terrible and this is a completely transparent review of that service, the good, the bad, and the ugly. As a startup, I highly recommend you don’t use Freshdesk and opt to go with BetterDocs or Help Scout.

The Beginning

This started okay. I knew I was going to need some documentation for the site and I thought it would be great to start out having it in place so I could add to it as the site was being developed. A great idea — but a terrible approach on my end. I did some research and decided to go with Freshdesk. Their marketing is well done. No doubt about that.

I reached out to them and wanted to make sure that Single sign-on (SSO) would work because it feels broken to me when you have to sign up for support to a site you are already signed into. They assured me it was no problem and was easy to implement.

I decided to try their service and went for a free trial. Of course, I didn’t really use it that much because I was busy working on the site. Before the trial ended, I was having an issue with the SSL certificate on their end. So we began addressing that issue. It took much longer than it should have in my opinion but they were pretty good at this point and handled things well overall.

I found working in their environment fairly intuitive but the admin section still felt a bit messy and cluttered to me. I think they could improve in this area for sure. I went through their site portal customization and made it so the design matched the azmusicians.com site.

Then I pulled the trigger and signed up for their Blossom plan and added that on 4/27/2020.

My Mistake

Here’s where I messed up and I’ve definitely learned my lesson. I should’ve used one of the plethoras of options to take detailed notes about the site and waited before I signed up for a service until it was near complete. My intentions were good but it was a fail on my part to sign up for their plan to begin with.

Basically, I paid them every month to have a service that wasn’t being used. Sure, there were things added and overall it looked decent before the launch but I’ll definitely remember to do things differently in the future. Let’s take a look at the cost of that mistake.

Freshdesk Costs
BILLING FOR FRESHDESK

Overall Cost

I spent $179.65 before ending up making the biggest mistake of all, which was upgrading to their yearly plan. That put the total cost of this mistake at $374.23.

SSO Issues

So I mentioned the issues with the SSL certificate above and how it was solved but took longer than it should have. At the end of that support discussion, I also mentioned SSO again. Here’s that conversation.

April 30, 2020 at 2:00 PM

Hi, Sorry about the delay Jeremy.
The SSL will take effect only when it is enabled from the backend. I have enabled it now as the CNAME is pointed to  (omitted). 
Could you please check and let me know if that works.

Cheers, Kritika (omitted)

Apri 30, 2020 at 2:02 PM

Thank you very, very much! Looks good now!
You can close that ticket but if you want to point me in the direction of creating SSO for users of the site and their convenience, I’d appreciate it.

Jeremy

May 3, 2020 at 1:24 PM

Thank you for letting us know, Jeremy.

​We will mark this ticket as Resolved. I will create a new ticket on your behalf to follow up with you on setting up the SSO for your users.

​Have a great day:)

Sincerely, Hari (omitted)

Nothing really came from that conversation but at least the SSL was fixed and I could get back to focusing on building the site. I checked back in with them regarding SSO right before the launch of the site, knowing the whole time that I was paying for a service that I hadn’t really used much yet. Here’s that discussion.

January 21, 2021 at 12:24 PM

Hello,

We’ve been using Freshdesks for almost a year and honestly haven’t used it as much as we should since we were focused more on the site but that is launching this month so we are now wanting to finally add SSO to our fresh desk site.

Here’s the situation. Simple. We use WordPress and Freshdesk and need to find a way to get SSO to work. I saw that you had a plugin but it wasn’t rated well and hasn’t been updated for quite a while. 

We’re happy with the look of everything and the functions and feel good about using Freshdesk but I’d really appreciate some help on this one. 

Not sure where to start, the dip or whatever. 

Simple solution by chance?

Thanks,

Jeremy

January 21, 2021 at 2:25 PM

Hi Jeremy!

Thank you for reaching out to Freshdesk Support!

Could you let me know which article you’re referring to over here? We do have an option to setup the SSO associated with WordPress. Please refer the article linked below to set it up:

​https://plugins.miniorange.com/wordpress-freshdesk-single-sign-on-sso-login

If you have any other questions, feel free to reach out to us through this email thread.

Nikhil (omitted)

January 21, 2021 at 3:03 PM

I see. I was referring to a different plugin, the one below.

https://wordpress.org/plugins/freshdesk-support/

Does that work?

The one you sent looks good but REQUIRES the Premium version which is ridiculously overpriced.

https://wordpress.org/plugins/miniorange-wp-as-saml-idp/

Any other options you can think of that are simple to get SSO to work with Freshdesk?

Thanks

Nikhil (omitted)

Plugin Recommended

At the time of writing this, the plugin they mentioned required the premium version in order to get it to work with Freshdesk.

Premium Version Required

And how much does that premium plugin cost?

Premium Plugin Required

January 22, 2021 at 2:53 PM

Hi Jeremy!

I apologise for the delayed response.

I can understand your issue with the plugin I shared in the first response. Currently we do not support the plugin you’ve shared with us due to some changes that WordPress has made on their end which has rendered the plugin outdated. I’d suggest you to make use of another SSO to setup instead of the WordPress SSO like Azure AD or a SAML 2.0 SSO.

Do let me know how you wish to proceed or if you are planning on using another SSO for that matter and we will be more than glad to assist you with this issue. Feel free to share any other queries you may have with this or any other topic in this email thread as well.

Nikhil (omitted)

Now to be fair, Nikhil did follow up with this and then also followed up a couple of times with what I’m assuming were automated responses to the eventual closing of the ticket. I didn’t bother to respond after this because I was busy with a launch. Regardless, SSO was not as easy as it originally made it seem. I was sure I could solve this in a way that wouldn’t cost too much and it would work out well so I got back to the launch but not before I helped them with a typo (took forever for them to fix that) and a navigation menu color link issue in their Freshstatus software. I’ll spare you those boring emails.

My Biggest Mistake

As stated above, the biggest mistake of all was upgrading to their yearly plan to begin with. That cost me more than the prior months altogether and was where I was able to see what the customer support was really like behind one of the biggest helpdesk sites in the entire world.

The azmusicians.com site launched on January 31, 2021, and just before the launch I was looking at costs and decided I would go with their yearly plan. I wanted to get the most out of my money so I thought about waiting until 2/10/2021 to upgrade since my monthly plan didn’t renew until 2/11/2021 but I decided they would most likely just add a year to what I paid for and opted to just get it out of the way. Big mistake. Huge.

That was where the trouble began. They did not do that at all. The yearly plan started roughly 13 days before my monthly plan ended. That didn’t seem right to me at all. So I reached out to them about it.

The Credit That Ended In Their Favor

January 29, 2021 at 10:20 AM

Hello,

My last paid monthly plan wasn’t ending until February 11th.

Kind of surprised that the yearly payment didn’t go from that day.

Not a huge deal but still basically paid for 2 weeks for nothing.

Thanks,

Jeremy

January 29, 2021 at 10:43 AM

Hi Jeremy,

There is timeframe credits being issued with referenced to old paid invoice # FD1199574 for amount of 8.77$ which is adjusted with new Invoice generated for 29th Jan 2021 to 29th Jan 2022.

Please verify credits section for same.
Thanks, Shrikant (omitted)

I thanked them for the credit but still felt it was weird. They should have just changed the date in my opinion to the end of my monthly plan. This so-called credit actually ended up in their favor because it made it appear as though more time elapsed when I reached out to them, not that I believe that would have mattered at all and it shouldn’t have been difficult for them to figure out anyway.

This Guy Is Crazy

So far, you might be thinking this guy is crazy. This seems okay so far. Sure, the SSL thing could be better, the SSO thing kind of sucks, and yeah, they should have just added the year onto the end of your monthly plan but they did credit you a whopping 8 bucks so what’s the big deal? Things happen like this all the time. That’s just tech. I would actually agree with you on all of that. Bear with me though. It’s about to get more interesting.

Buyer’s Remorse

Two days later, the site launched and I was so happy to finally be able to release it. Right away though, I realized I didn’t like the setup of a ticketing system at all and I highly doubted it would be beneficial or even promoted the type of help and support I’d prefer for AZ Musicians. That, mixed with the fact that users were using the contact page to reach out to us and not the ticket system, made me realize that it just wasn’t going to work.

To be fair, if you’re a huge company, you probably need some kind of ticketed system. That makes sense but I hate when I have to sign up for another site to get help for the site I’m currently on. I had to do that for Freshdesk as well and it drives me crazy. That should be a rule going forward for all companies. Not going to happen but it should lol. That’s why SSO was so important to me to begin with.

So here I was, looking at a helpdesk that was okay with a ticketing system that I loathed and a possible SSO issue to distract me from the things I actually wanted to do for the site. But I did not doubt at this point that Freshdesk was not the answer for me.

Refund Questions

I decided I would look into alternatives and initiate asking about a refund. Now bear in mind that it had been 3 weeks since I purchased the yearly plan and if they wouldn’t have credited me for their original mistake of starting my billing cycle during my current monthly billing cycle, then it would have only been 11 days!

February 22, 2021 at 6:45 PM

Hello,

I paid for a year but I’m curious, if I cancel my account, I’m assuming that there would be a refund of remaining funds?

Just checking.

Thanks!

Jeremy

Crickets. So I tried again. More crickets. So I tried again.

February 24, 2021 at 5:45 AM

Hello,

I’ve sent in 2 emails regarding this but just saw this email address so I’m sending a third.

I paid for a year just about a month ago or so but I’m curious, if I cancel my account, I’m assuming that there would be a refund of remaining funds for the year?

Just checking. Seems like it would be bad business not to refund this early into the payment plus I paid you guys monthly for quite a while without even using the product.

Thanks,

Jeremy

February 24, 2021 at 5:57 AM

Dear Jeremy,

Pleasant day to you!

Thank you for contacting the Freshworks Team. We have received your Email. Your request will be reviewed and prioritized, a team member will be in contact shortly to confirm they are dealing with the request.

If you wish to talk to your Customer Success Manager, please write to [email protected] and your CSM will revert at the earliest.

Please feel free to reach out to [email protected]

Karthikeyan (omitted)

February 24, 2021 at 6:14 AM

Hi Team,

Hope you’re doing well.

This is Madhumitha from the Customer Success Team at Freshworks.

I could see that you wish to understand better about our cancellation and refund policies. I’ll be happy to help you with the same.

According to our policy we do not process midterm cancellation requests. In your case, I could see you have mentioned that your subscription renewed last month, if you raise a cancellation request from your end now it would scheduled upon renewal ( your next renewal date ). We would not be able to process refund in such a case.

If you have any questions or concerns please let me know so I can help you accordingly.

Regards,
Madhumitha (omitted)

February 24, 2021 at 6:28 AM

I just bought a yearly subscription on 1/29/21.

Are you telling me that you will not refund that when it was less than 30 days ago?

I’m pretty sure I want a refund.

I was paying monthly for almost a year and never used it. I started using it and I’m not crazy about it. I was just curious about the process but after this reply, I’m asking for a full refund.

This isn’t mid term. This is less than 30 days.

I’m sure you understand.

Jeremy

February 24, 2021 at 6:58 AM

Hi Jeremy,

I completely understand your concern.

I’m afraid, without you having raised a cancellation request from your end before the renewal date we couldn’t have stopped the billing process. Your account was renewed on 29th of Jan, 2021 and if you raise a cancellation request now it would be scheduled upon renewal ( 29th of Jan, 2022 ). Unfortunately a refund wouldn’t be processed in such a case.

​Apologies for the inconvenience caused.

Regards,
Madhumitha (omitted)

February 24, 2021 at 6:28 AM

My account was never RENEWED.

I signed up on that day!

Prior to that I was monthly. I signed up for YEARLY.

There was no cancellation request because I signed up for the YEARLY plan less than 30 days ago.

Do you understand now?

Your customer service is not great right now, especially for a Helpdesk lol.

Maybe I should write a lengthy blog and ask some competitors to post it on their site about my experience.

Listen, let’s try to do something the right way here, huh?

Let’s be fair to each other.

How about I go back to monthly and make a bit more of a decision and you reimburse me the remainder of my yearly payment?

That sounds like a much better deal than a terrible review, a lengthy article promoting several competitors, and possibly deciding to challenge the charge with my credit card company. Mine almost always sides with the customer.

What do you think? Friends?

Jeremy

February 24, 2021 at 7:43 AM

Hi Jeremy,

I completely understand your concern.

I shall loop in your Account Manager who should be able to assist you on this further.

Regards,
Madhumitha

February 24, 2021 at 2:13 AM

Hi Jeremy,

​I’m Suresh, your Account Manager at Freshworks.

​I see that your existing account has been moved to the annual plan from your end. ​Please give me a couple of days time and let me talk to the management if we can provide an exception and move your account back to monthly.

​I cannot promise a refund right away, as it is against our policy. However, I shall see if the remaining amount can be added as credits to your account. Please bear with us while we check internally.

​Best,
​Suresh

One Week Later

Crickets.

Canceling the Account

At this point, I knew beyond a doubt that not only would I not be using their service — with or without a refund — but I also would never use any of their products ever again. They could invent a time machine and I wouldn’t give a fu*k. So I went in and canceled the account and left a pretty detailed reason as to why as well. Shortly after canceling, this message arrived.

March 2, 2021 at 11:05 AM

Hi Jeremy,

​I’m still waiting to hear from the management on this and have followed up as well. I will let you know once I have an update.

​Appreciate your patience.

​Best,
​Suresh

March 2, 2021 at 11:21 AM

Hello,

Interesting that I just received this after canceling my account when I’ve heard nothing back for days.

Now you’re making me do a dispute with the bank, which is a huge inconvenience.

FYI: Here’s what I wrote during the cancellation process.

I contacted you multiple times to cancel this and should have been refunded but you guys were so bad that you actually stopped responding so now I have to go through my bank and then will be writing a lengthy blog article.

Listening and being more open. I paid you for months monthly and then went to yearly. You guys had the wrong date and started from that day instead of the date my monthly plan ended. I then tried to ask for a refund and you fought me tooth and nail even though it was within 21 days. You’re operating a help desk and I’ve had the worst experience possible. I’m tracking it all though and will be writing an article about the experience. Refunding me now would have been the solution.

Suresh exits the stage.

Do You Even Read, Bruh?

So Suresh exited the stage and in walks Shruthi, who seems distraught that I would cancel my service, but not distraught enough to really do anything sincere about it. Now to be fair, this is probably a canned response but considering all the exchanges I’ve had, I think paying a bit more attention would make sense — purely from a customer service perspective.

March 2, 2021 at 11:33 AM

Hello Customer,

I hope you’re doing well. This is Shruthi from the Customer Success team at Freshworks.

It is very unfortunate to receive a cancellation request from one of our valued customer. If I may ask,
could you please let me know what went wrong or if there is anything we could have done to avoid it? I’m keen to know your response and I still think we can make this work.

It would be much appreciated if you could take a moment to let us know your reason for cancellation. It helps me find a solution and also helps us improve our product and services to provide the best experience possible. Thanks.

Looking forward to hearing from you soon!

​Regards,
Shruthi (omitted)

March 2, 2021 at 11:44 AM

Hello,

I wrote a pretty detailed cancellation request. Did you read it?

There’s also plenty of info in your system under this same email address. I’ve had quite a few emails go back and forth regarding what led to this cancellation. Did you read any of those?

You guys continue to astonish me.

If you’re willing to hear this, please find a way to do better and don’t ask a customer (not anymore) the same question over and over when the details are already logged in your system. Perhaps the system itself Is faulty?

Have a good day though!

Jeremy

March 2, 2021 at 3:36 AM

Hello Jeremy,

Apologies for the miscommunication that happened from our end. Be sure that you’ll not receive any further email from our end requesting for the same.

You have a good day too :)​
Regards,
Shruthi (omitted)

No Emails = More Emails

So after Shruthi requested to not receive any more emails from me (a nice touch I thought), they then chose to once again open the gates into their rather confusing world of customer support. Helpdesk software, eh?

March 4, 2021 at 12:25 PM

Hello Jeremy,

Hope you’re doing well!

So I had a check with upper management and according to the observation made, you reached out us post renewal so as per our downgrade policy we wouldn’t be able to provide a refund. Also you informed by Shrikant on 29th Jan that the 11 days of credits were adjusted in the annual billing and you did acknowledge the same.

Currently your account has been scheduled for cancellation at the end of the billing cycle, apart from this if there is anything else you require assistance with please feel free to get back to us, we’ll be glad to help, stay safe.

Kind Regards,

Mario (omitted)

March 5, 2021 at 9:24 AM

Hello Mario,

I had to let you guys know about that. You were fine with just taking 11 days payment for nothing, just like you’re okay with taking 11 months of payments for nothing. He credited me 8 or 9 dollars or something after I let him know that it didn’t make sense to start my yearly plan at that time because my monthly plan should still be in effect. Had it kicked in when it was supposed to, I would be well within the 21 day guarantee that you guys have not taken seriously at all.

Even with that, I asked about a possible refund on February 22nd. My plan should have gone until February 11th. Is the reason I’m supposed to lose out on $185 is because you guys make a mistake in the first place? Then you credited me for 11 days and tell me that I’m not eligible for a refund. What a joke your company has become to me.

Now on my end, I’m the fool that paid such a terrible company for months and months without using their service. I was involved in my project and let it slide. You’ve made $374.23 (minus a minor $8 or $9 credit) for a product that was set up but never used.

You’ve wasted your time and my time over $185. I don’t need the money. This is purely principal at this point and I’m looking forward to writing all about it. Perhaps it will save someone else from wanting to work with your company and they’ll choose a much better company to deal with. It still blows my mind that you’re a help desk with the way things have been handled. Wow.

Tell you what though. How about you keep that $8 or $9 and return my $185? Didn’t think so. Money is your king, not customer service, honor, or integrity.

Enjoy your day!

Jeremy

One Week Later: Part II

March 12, 2021 at 12:16 AM

Hello Jeremy,

​Thank you for responding to us.

My apologies for any inconvenience you have faced, I hope you do understand I just gave you information based on what we’ve been instructed. For now I’ll have this ticket resolved, if there is anything else you require assistance with please feel free to get back to us, we’ll be glad to help, stay safe.

Kind Regards,

Mario (omitted)
Customer Success – Freshworks lmao

Pure Principal

So obviously at this point, there is not a chance in hell I could ever recommend you use Freshdesk. I do realize that their products work for a lot of people but honestly, I can’t believe the interactions I had with Freshdesk over this. I can assure you that this has nothing to do with money and everything to do with how terrible their customer service is. Sure, I do dislike the idea of Freshdesk getting that much money from me when not even ONE ticket was created using their service!

Some of that was my fault though. I should have made better decisions and I shouldn’t have paid them month after month for nothing. I certainly should not have switched to a yearly plan but I believe wholeheartedly Freshdesk should have refunded that yearly payment and I know that I was well within their cancelation policy, had they handled things the correct way.

More importantly, I didn’t want to be one of those people that say they are going to do something and don’t follow through. I said I was going to dispute the charge with my bank and I’ve done that. I’m not sure what that outcome will be but I’m doing it. I also told Freshdesk I was going to write about this experience and I’ve now followed through with that as well. If they had followed through with some of their own advice, this would have never happened.

Before I discuss some recommendations and mention what option I chose in the end, I’d like to re-post a snippet from one of my emails above.

You’ve wasted your time and my time over $185. I don’t need the money. This is purely principal at this point and I’m looking forward to writing all about it. Perhaps it will save someone else from wanting to work with your company and they’ll choose a much better company to deal with. It still blows my mind that you’re a help desk with the way things have been handled. Wow.

Better Solutions

After dealing with the nightmare of Freshdesk, I had to try to find a better solution. I now know beyond a doubt that I hate ticketed systems and to be honest, I’ve always known that. To me, it seems impersonal but I also realize it is needed at times and I think there are better ways to do it. Tickets are fine but not if it means that your customer has to create an account to do so. That is irritating and it’s a huge inconvenience to the customer. If you’re going to have a ticket system, make sure it’s smoothly integrated into your site. I’m not saying I wouldn’t consider using one but it would have to be a very smooth ride.

Help Scout

I tried signing up for Help Scout and right away was treated so much better than I was at Freshdesk. It felt like I was a customer and not a number. They were helpful, kind, and generous. I loved how clean the site was and it was extremely easy to navigate and very intuitive. SSL was a breeze and there was really no need for SSO because customers reach out via email from your site. I know Freshdesk has some of this too but Help Scout just makes it such a better ride.

I loved how email works there and the fact that it’s tied into everything was refreshing and nice. I’d like to see them make it even easier for people to bring their data in from Freshdesk and not have to use a third party but you can upload a CSV file to make life a little easier.

However, I did not end up going with them. It was nothing to do with them. I think they are great and I might consider moving to them in the future if I feel that I outgrow what I did end up using but based on my trial period, I can definitely say I recommend them as a better (and far more superior) solution than Freshdesk.

Better Docs

In the end, I chose to go with a plugin developed by WPDeveloper called BetterDocs and I’m very pleased with it. They have some great products and I heard good things from a few developers. The thing I like the most about it is so far is that it’s part of the site so it’s a breeze to add to the knowledge base. I love that! It’s also easy to export the data since it’s in the database of azmusicians.com, which means if I decide to transfer to another service in the future, it’ll be an easy process.

That’s not all though. The features of the plugin are really nice, simple, clean, and extremely intuitive. I’m highly impressed. It’s easy to customize too by simply opening the WordPress customizer. There’s built-in Analytics, instant answers, email options, feedback, comments, and more. It’s truly a great product and it’s available at an incredible price too. I’m paying $29.25 per year!

Summary

If you’re a startup, I highly recommend BetterDocs. It’s an incredible value and you can easily switch to something else later if you feel it’s even necessary. They have a 14 day 100% no-risk money-back guarantee and a 25% renewal discount as well. It’s a no-brainer for me and I wish I would have gone with them to start with.

Let’s look at some simple math. Freshdesk cost $374.23 for less than two years of service (that’s supposed to be a discount too) and let’s also keep in mind that their product wasn’t used for even one support ticket. Damn. That stings a bit. BetterDocs is costing $29.25 per year. I could use BetterDocs with updates and support for almost 13 years for the amount Freshdesk costs for less than 2 years!

Full disclosure: I’m including an affiliate link to BetterDocs but I wouldn’t do it if I didn’t believe in it 100%. Who knows. Maybe this lengthy rant will be enough to make back the money lost by using Freshdesk.

Even if it doesn’t make a penny, I kept my word and wrote about the experience. I’ve exported all my support tickets from Freshdesk and kept all the emails sent and received. I’ll be sending them this article as my final response.

I think it was very unprofessional and pretty silly that Freshdesk chose to fight me on this. Just seems like a bad business decision. Not to say that this will impact them greatly but I do believe it will eventually cost them more than the $185 that they should have refunded me.

I’m very happy I made the switch to BetterDocs though and if I save even one person or startup company from having a similar experience by writing this, then it’ll be completely worth it.

Everything below this transpired after this review was published.

Update

I mentioned I would contact Freshdesk after publishing this review. Here’s what I sent.

March 19, 2021 at 8:28 AM

Hello,

I’ve posted a promised review of my experience with Freshdesk. If you’re interested, you can view it here:

https://azmusicians.com/fu-freshdesk/

This ticket is showing as still open. You can close it now.

No need for a response at this point.

Have a good day!

Jeremy

At 9:07 AM, I started receiving emails from Freshdesk. They chose to refund every payment I made and then sent a confirmation email that my account had been canceled. Less than three hours later, I received an email from the CEO and Founder.

Email From the CEO

March 19, 2021 at 11:47 AM

Subject: I’m Sorry

Hi Jeremy,

I write to you as the CEO & Founder of Freshworks in response to your post about your experience with our company. As a company that was founded precisely because of a poor customer experience, I completely empathize with you. In fact, 11 years ago, I posted online about my bad customer experience, like you.

So let me first sincerely apologize for your experience. While I can’t make that better, I can learn from it and help to avoid it in the future. We will provide a full refund to you because it is the right thing to do. Your experience is not how we do things at Freshworks. One of the core tenets of our culture is “Be a True Friend to the Customer.” Clearly, we have failed you on that count.

As part of learning, we will review our refund policy to make it more customer-friendly. Additionally, we will look at how we can make our SSL experience and SSO experience better with WordPress without having to buy a premium 3rd party plug-in.

As I read your post, I felt terrible for some of the support folks you called out. Freshworks employees are hard-working, dedicated, and believe in our mission – and they do their best to delight our customers on a daily basis. The fault for the issues you articulated is mine, not theirs.

All of us here want customers to be happy when using our product and then pay us. We are in the SaaS business, and unless we add value to customers every month, we don’t expect to be paid. Again, we will learn from this experience and work to make things better.

And Jeremy, I wish you all the best for AZMusicians.com. I am a music lover myself, and I love what you are doing to support local musicians – with their livelihood impacted by COVID, they need all the support in the world. More power to you on that mission!

You have my email – please don’t hesitate to reach out directly if there’s anything else you would like to share.

Thanks and Regards,
Girish Mathrubootham

I was not expecting a refund at all, let alone a full one. I decided to donate part of it to charity and chose Musically Fed. I then responded to Girish’s email.

March 19, 2021 at 9:37 PM

Hi Girish,

I want to thank you for taking the time to write this and for responding in this manner. It’s truly a class-act reply and one that I can respect. I also appreciate the refund. I was not expecting that at this point and I’m glad you felt it was the right thing to do. I just donated a portion of it to Musically Fed, a locally based non-profit organization that works to mobilize the music industry in the fight against hunger.

It’s always great when a CEO and Founder takes responsibility and is willing to learn and listen. I really applaud you for this. It seems like you truly care about your team at Freshdesk and it shows when you look at what you could do better instead of just placing the blame on them. It didn’t bring me any joy to call out any of your support people, which I why I chose to omit their last names altogether.

I’m impressed that you’re going to review your refund policy to make it more customer-friendly and that you’re going to look into making SSL and SSO a better experience for your customers. I think they’ll appreciate that.

I will update what I wrote and mention that there was a full refund and that you reached out as well. Out of respect, I will not post what you wrote without permission but I think it would make a good addition to the review. Would you mind if I added it?

Either way, thanks again for your tact and for the kind words regarding AZ Musicians as well.

I wish you the best that life has to offer.

Take great care,

Jeremy

AZ Musicians
https://azmusicians.com

March 19, 2021 at 10:05 PM

Hi Jeremy
Thank you for your response and understanding.
I am ok if you want to share my response. Please do what you feel is right.

Thanks and Regards,
Girish

Wrap-Up

I think Girish handled this very well and if this was based on his response alone, it would be a shining review. But it wasn’t. I’m as happy with the end result as I can be at this point. I respect what they did in the end but unfortunately nothing can undo my experience.

I believe if they do make the changes mentioned, their customer base (which is huge) will be even happier and I imagine their future customers will be too.

As for me, I’ll be sticking with BetterDocs for now. It just makes sense.

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