General Chat

Problem is Shelley, if Customer Support look at a complaint you make over a hike in price when your membership renewal comes due, by the time they have sorted it out, your membership has lapsed & you will be treated as a new member & charged accordingly.
Surely it wouldn´t be impossible to freeze any action on the membership until the complaint has been sorted out.

Yep look at them individually, then send the exact same reply

"Sorry you are unhappy ect ect"

Sorry but please do not insult our intelligence

We are NOT talking about lapsed members it is the different renewal prices you have been sending out....yes some have stuck to the same renewal price, where others have been charged up to double what they have paid in the past.....and NO THEIR MEMBERSHIP DID NOT LAPSE

Edit - Just to add after my fiasco last year where within a week my 6 monthly sub went from £7.98 to £12 ...then after receiving the 'Sorry you are unhappy' email I get this

Dear Jax

Thanks for your email

If you would subscribe at the price shown on site and then let me know I will refund you the difference this time, as you had been initially given the discount.

Kind Regards,

I didn't bother with the messing around and went for the Yearly membership which of course was not offered to me at any discount as by looking at that last email I wasn't going to get it at that price next time.....when I have been using this site every day for 4 years

FMP on the other hand did allow me to change my 6 monthly membership to annual with the same 10% discount......Plus I was able to speak to them on the telephone....same building as yourselves :-S :-S

Hi Everyone,

We run offers for lapsed members from time to time to generate new business. As you know, we also reward our loyal members with discounted subscriptions when you renew.

That is why many of our older members are still paying a much lesser amount for a standard subscription than a new member.

Customer Support do look in to every case individually, please do not feel as though responses are standard. If any member feels that they have been short changed, our Customer Support team are more than happy to look into each situation if you contact them directly.

Regards,

Shelley

Shelley,
I am a long-standing standard member and so are many others who have replied to this thread. Many members are heartily sick of GR changing the goal posts when it comes to subscription renewal and the ever changing prices.
As wisechild says,'Your reply explains absolutely nothing.'

Sorry Shelley.
Your reply explains absolutely nothing.

Shelley, be honest, there is no point in contacting support because nothing is done.

Support have a standard email response that is sent out to everybody. Several people have received it including me. Every word in it is the same all that was needed on the part of 'Support! was to click on 'send' and forget about it.

I for one, will never understand the disparities, that members get in the responses from support, and not just in relation to subscription fees - a game of roulette or pot luck is how I would describe them ;-)

I contacted support some time ago regarding random discounts - I had renewed in the June and had no discount but others who renewed in May and July (same year) did get a discount. Response from GR - the offer had ended!!!!!!!!!!!!!!!!!!!!!!!!!!

Is there really any point in contacting 'support'?????????????????

Get it out in the open!

I think you need to read the other threads about this Shelley from last year, when other staff members have said everyone will be paying the same eventually.

Maybe you would like to tell me why My 6 monthly subscription went up from £7.96 after discount to £12 after discount...which then forced me to take out the annual sub of £19.95 with NO discount as it would work out cheaper in the long run...and would mean I wasn't paying more than a brand new member


Edit - Just to add I have no intention of wasting my time contacting support anymore

Hi Everyone,

Customers are receiving varying prices due to offers and discounts which have been launched. We understand, due to timings, that members may have different renewal prices.

Any members who have queries regarding their renewal price, please can we ask you to contact [email protected] who will be able to look in to each case individually.

Regards,

Shelley

I had to change my card no. last year. The facility for doing this is no longer available under "My Account" so I asked Genes about it.

They sent instructions which I followed - result
1. They treated me as a new member with the usual welcoming gumf!!
2. They took my money immediately!!! i.e. two weeks early.
3. They took the correct amount, so I didn't bother to make any further fuss. :-S :-S :-S

I have paid £9.95 for 6 months since I joined, sometimes with a discount (no obvious reason) reducing it to £7.96.

I just cannot believe their accounting system. Do they have accountants???

I believe I paid £15.95 in December. That was with a 20% discount for being a loyal customer.

I may be wrong, but I think I paid the same in 2012!

:-|

It seems they have made mistakes with a lot of peoples subs.....are they now making it up as they go along?

Well it has taken a long time but GR have apologised that they made an error in 2013 re my subs and that I had never cancelled and was in continuous membership and it has been sorted.

Chris .....................

I don't have the time to sort out my statements!

I do remember that it was £6 when I joined in April 2004

It then went up to £7 or £7.50 in either 2005 or possibly 2006

the next increase was to £9.95

However, we did get some discounts for being long term members.

Then there was the first change in ownership, and there was a grandfathered clause for long term members that sheltered us from an increase that took place after that.

It has varied in the years since, but there seems to have been an almost constant 10% or 20% at different times of the year discount for both new members ("special deal until xxxxx"), and for long term members.


I have never paid more than £9.95 for a 12 month subscription

It does seem strange that so many of our members are paying different subs. (some have been members for many years).

I began to check my statements (unfortunately OH shredded some just days ago!).

So far I have been able to track the following 2/1/05 I paid £6.
2/1/09 I paid £9.95, 7/1/11 £7.96, 6/1/12 I paid £9.95 and 19/1/12 I paid £15.96.

Now those with unbroken subs should be able to check their subscription payments over the course of their membership.

Last year I was able to and suddenly GR decided (wrongly) that I had broken service.

Why the different rates? Why did I pay £9.95 in 2009 and 2012?

A ti tambien Tenerife Sun, y feliz año nuevo.

I have never had mine as continuous but have had to change card details twice.

A month before sub runs out you get a notification at top of screen (subscribe) then you have until a month after said date to do so at that price

Wisechild

Feliz Reyes ;-)