Answered

[Solved] Overcharged

Hi Viki,

 

I went to upgrade from the basic plan $4.99 to plus $9.99 plan and I was billed

for a yearly subscription and Im unable to edit until next year.

 

The UX really needs to be updated as it's very confusing for customers...here is the journey:

customer is watching show and uh oh gets to an episode where you need plus...user is prompted to "learn more" However you present the customer w 4 options instead of  showing them the one option 9.99 per month.

Customer cant upgrade - or is confused by which to choose - no clear direction or clear customer support

for paying customers.

 

I love Viki but upgrading, canceling never works and has been such a headache that Im completely put off.

 

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Comments

2 comments
  • Official comment

    Hey nikki_miudinha,

    I'm so sorry that the upgrade process was confusing and that you experienced issues with it!

    I've just responded to your email with directions on how you can go about resolving this issue with your upgrade. Please follow-up there.

    Thank you!
    Kristie

     

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  • Also, it a serious flaw that nobody responds to any messages. It says I dont care about our customers. No phone number, no chat, no response to emails.

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