General Chat

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.

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 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

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 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 ;-)

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.

Sorry Shelley.
Your reply explains absolutely nothing.

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.'

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

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

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.