I really don't do this often, but I'm feeling forced by circumstances to do it in this case. In general, my approach to dealing with software developers is praise in public, criticize in private. I read flames from disgruntled customers and most of the time, they just sound like vendettas or someone looking for a discount or free license. And, while such a diatribe may earn a rapid response from a developer, if your goal is to contribute to an application your generally like but have some issues with, it's not going to be likely to further that goal if your opening remarks are the equivalent of a flame-thrower.
In this case, however, I don't have much other choice than to post a negative review. A few months ago, I subscribed to CloudApp as part of figuring out what I was going to do going forward in terms of online sharing that I could control and that worked best for me. Ultimately, I decided to go another way. So, I visited CloudApp's website to find the cancellation form.
Imagine my surprise when, after slogging through their online documentation, I discovered that the only way a customer can actually cancel the service so they stop getting billed is by calling a telephone number. Ignoring the irony of this requirement from a company that makes it bones - and presumably, its revenue - from being all about online connectivity and functionality, I called the number.
And got some kind of digital error. The voicemail system seemed stuck in a loop. I’m not sure what the problem was, but hey - these things happen. No big deal. So I resolved to try again later. Later turned out to be the next day or even the day after — I can’t honestly remember at this point, because it was a while ago now (don’t worry, I’m getting to that). This time, when I called back, I got what I assume I was supposed to get the first time: a high-quality voice-prompt system that thanked me for calling CloudApp and then led me through several options. However, when I got to the part about customer service and speaking with an actual representative - which is the only way to cancel the service, remember - the polite, high-quality voice said “customer service is now closed.”
Seriously, I thought? I don’t remember what time of day it was and as I do customer support myself, I recognize that people have to actually sleep and have personal time — but I’m pretty sure I wasn’t calling at 3am during a fit of insomnia on that particular day. However, once again, I let it go and resolved to call back yet again. Well, it’s now many days later and I have - when I’ve thought of it - called at least three more times, each time receiving the polite female recorded voice telling met that customer support is closed right now. Cries, where the heck is CloudApp's customer service department located, Moscow? I’m now absolutely certain I’ve called both in the am and pm, EST, which should cover most of Europe as well as the west coast of the United States. And yet, still “closed.” Every. Time.
So here I sit, literally weeks later, still trying to cancel CloudApp and still presumably being charged for the privilege of wasting my time thusly. The features of CloudApp aren't horrible. In my case, I just decided to go in a different direction, but I could see someone choosing this solution -- but you'd better be darn sure you plan to keep it forever, because apparently it's a bit like Hotel California -- you can check out any time you like, but you can never leave. And you keep getting billed.