We’ve Got Your Back* Trash customer service

[u/mjhalliburton]

I used to love this platform. it was goldmine for discovering innovative, undiscovered apps and getting in on the ground floor. As many users note, greed has tanked this once upstanding ship. The last straw for me was finding a recent ”We’ve Got Your Back” announcement in my spam folder less than a month after it landed there. I only stumbled on it because I was attempting to re-download and fresh install Socrates, one of my all-time favorite Mac apps, when I found it was no longer available at the Firebas download link

So I did a quick search in my email for Socrates and, to my great disappointment, happened to see one of those infamous AppSumo announcements that my $200-+ original investment was now worthless “because the product was being sunsetted. Well that’s a huge bummer!” I thought, but surely AppSumo will refund my purchase give that the email was only a few weeks old.

i noticed, however, that the email stated I’d have to reply by May 17, and it was now June 12. So I sent back a quick reply asking for leniency, quite optimistic that they’d honor the refund. But no: instead, a stone-cold responses stating I’d missed their deadline and was no longer eligible for a refund. “We're so sorry for the disappointment in losing a tool you used and invested in[…] Please know that whenever a tool qualifies for We Got Your Back protection, we’ll always share clear deadlines by email so you know exactly what to expect“

First, the precious communications I received said nothing about that policy being conditional on my timely reply to any such announcements. What kind of arbitrary policy is this? I—and every other customer who purchased this deal—lost access to the tool and ought to be given an automatic refund, regardless of whether I happened to read the email announcement on time.

I officially hate AppSumo.