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Forum Discussion
Re: What justifies the huge subscription price increase?
I am a launch special customer for a family subscription, and the email announcing the pricing change said that my “current rate” was $59.88 and not the $48 that I actually pay. So my thought was “hmm, maybe since they misquoted my price it doesn’t affect launch special customers and I got this email by mistake.”
So I replied to the email, as it advised me to do if I had any questions. Hours later I get an autoreply that did not answer my question. And was just a rehash of the original email. Cool, fine, I’m guessing support is overwhelmed. It says “reply to this email and a member of our team would be happy to help further.”
That has not happened. I’ve replied two more times and have received the same autoreply a total of three times now. So instead I come here in the hopes that a human will see it: are launch special customers affected by the pricing change? Will there be an increase but still some sort of discount over the new regular rate or are we really looking at a 50% increase? If the original email or the autoreply had correctly told me my price, I’d already have my answer - but it didn’t, so I’m holding out hope.
1 Reply
- 1P_Blake
Community Manager
Hey EvanG! When we send large email updates, we get a flood of replies, including out-of-office auto-responses. The first automated message just confirms we received yours and helps us manage that spike. It’s not meant to be the final answer.
If you've already replied once to the initial auto-response, you're in the queue for our team to respond to you. Continuing to send additional follow-up replies will push you further back in queue, so try to refrain from doing that. With the current volume, replies are taking a bit longer than usual, but the team is working through everything and will get back to you.I am a launch special customer for a family subscription, and the email announcing the pricing change said that my “current rate” was $59.88 and not the $48 that I actually pay. So my thought was “hmm, maybe since they misquoted my price it doesn’t affect launch special customers and I got this email by mistake.”
This is precisely what happened. The original pricing update email was sent to you in error. We've just sent an additional email out following-up about this as well.
If you’re on the Families Launch Special plan, nothing is changing and your price stays the same.
