Earlier today, I sent a request to ManageFlitter — a Twitter service that helps you follow and unfollow accounts — for an account credit because their system has been having a terrible time over the past couple of weeks. Some of the problems I’d been having with the service had been going on longer than that, and technical support was always helpful and kind — until today, when I asked for the restoration of account credits I could not use because their system was down. As promised moments ago on Twitter, this is the article detailing what happened.
As a long time business level customer with ManageFlitter, I would get 10,000 “bonus” RAM actions per month for $49. That meant I could follow and unfollow Twitter accounts automatically using a system of sophisticated filters I’d created, and for each Twitter action, a RAM credit was spent.
You could buy RAM credits as needed, or you could choose to pay for a monthly plan where RAM credits were bundled with the price.
The problem with ManageFlitter, is that, over the past couple of weeks or so, the service was unavailable. That meant the RAM credits you paid for could not be used because the system was down.
Last Friday, I took the ManageFlitter CEO’s public advice and emailed him and asked for some sort of account restoration for the RAM credits I was unable to use. He did not reply.
Earlier today, I decided to drop down to the pay-to-play Plan, the Pro Plan, because I did not want to continue to pay for 10k monthly RAM credits if I wasn’t able to use them if the system was down.
When I dropped down to the Pro Plan, I lost 4,000 remaining RAM credits. Those were credits I was unable to use on the Business Plan before my next $49 payment was due because ManageFlitter was unavailable.
Earlier today, I sent a request to ManageFlitter support to ask about RAM credit restoration and, for the first time in my long history with ManageFlitter, I was told something cruel: Because I had switched plans, I had lost the RAM credits!
When I explained I could not use those credits because ManageFlitter was down, I was treated stonily and told, again, for the first time, those RAM credits on the Business Plan were actually “gift” credits, and not real credits that I paid for as a user.
ManageFlitter are going to punish me for their service being down?
No thank you.
That last bit about the credits being deleted from my account because they were a gift was incredible! Since when does one pay $49 per month for a gift?
The RAM credits are purposefully included with the ManageFlitter tiered service to entice you to sign up for the higher-priced monthly plans! The Business Plan is not worth $49 per month without the bonus RAM credits — a gift, they are not!
I can take hatred and rudeness, but don’t play me stupid!
ManageFlitter technical support took a hard-line and told me those credits I’d paid for, but could not use, were gone forever!
ManageFlitter support would not back down from that unreasonable position — I lost all remaining “gift” credits when I changed service tiers — and my argument that why would I continue to pay for something that does not work, did not get an effective reply.
I then took to the public square that is Twitter to lodge my complaint against the private ManageFlitter policy.
When the CEO finally touched in via email after I Tweeted about ManageFlitter for their refusal to restore my account credits, he was polite, but scolded me for going public with “Shaming Tweets” on Twitter — all complaints which I had previously, and patiently, held private until I was told there was no resolution.
Sorry, ManageFlitter, but if you make your living on Twitter, and you’re a company doing business in public, you can’t be warm and kind on Twitter with the world watching — and then privately charge your loyal customers, who stuck with you, and who paid full price for a service that did not work — with “shaming” you on Twitter.
The shame, dear CEO, is not in our stars,
but in ManageFlitter, that we are underlings.
So, I did the only reasonable thing left after being pressed off — I canceled my ManageFlitter account by following my own, right, advice: “Vote with your wallet!”
Don’t pay to be treated poorly by a company that does not value the entirety of you — even when you are making a human and reasonable request to have things set right that were wronged beyond your hand.
You shouldn’t have to write a blog article to cull a company into doing the right thing.
As I promised ManageFlitter CEO Kevin Garber in the comments below, if Dave Zoradi deleted his Tweet, I would republish the screenshot here to keep alive the fact of what happened with his continued “Twitter shaming.” An hour after I published this article, Dave Zoradi published this:
On this blog, we believe in the power of the people and in the righteousness of the written word. Perhaps, one day, Dave Zoradi of ManageFlitter technical support, will also be a believer.