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-   -   Can't get a clear answer from support! (http://www.emaildiscussions.com/showthread.php?t=72948)

odedp 27 Aug 2017 07:14 PM

Can't get a clear answer from support!
 
This is simply amazing!
I have opened a support ticket and asked a very simple question.
They replied quickly but didn't answer my question...
So I've tried again.
and support replied quickly again, but guess what: My question was still not answered! :o
Here is what I've asked. Maybe someone can do a better job than support did...
I have been a Fastmail customer since the very beginning (2000)
Most of the time my plan was FULL and several years ago I've upgraded to ENHANCED.
The Full plan didn't provide as much disk space as I needed, so I have purchased extra disk space (paid for it nearly $210)
This extra disk space is mine for good!
When I've upgraded to Enhanced the extra disk space which I bought was added to my quota.
What I'm trying to figure out is: what will happen if I upgrade to STANDARD?
STANDARD provides more disk space than I need.
So, am I going to get a one time refund of $210 or will my extra disk space be added to the disk quota STANDARD provides?
Or maybe I'll lose my money??? :confused:
Thank you all,
Oded.

Berenburger 27 Aug 2017 08:50 PM

I'm curious in what they answered. :confused:

odedp 27 Aug 2017 10:57 PM

Quote:

Originally Posted by Berenburger (Post 603714)
I'm curious in what they answered. :confused:

I didn't give up and insisted on getting a clear answer.
This time (3rd...) I finally got one...
They said I'm going to lose the $210 I've paid for extra disk space!! :mad:
They also said that there isn't such a thing as "disk space for life" but the space expires after 6 or 12 months.
This is unacceptable and wrong!
What they said is true for the new (current) plans but not for the legacy ones.
I purchased the extra disk space many many years ago (2002 and 2004.) Regardless of the plans I had all these years (Full or Enhanced) it was always added to my quota.(and so it is now.)
If I'm not mistaken someone senior from the Fastmail team said when the new plans were announced, that customers who bought disk storage will be refunded when upgrading.
I told support that I want them to transfer my ticket to a senior member of their team, and got a response that they did what I've asked.
They said I have to be patient but I'll get a response.
OK. So I'm patient....
But I'd like to be very clear to avoid any misunderstings: I'm going to fight for my money...

Terry 28 Aug 2017 08:00 AM

Why upgrade and lose what you have? just renew and you can do it for 5 years and get a good discount.

BritTim 28 Aug 2017 11:58 AM

Quote:

Originally Posted by Terry (Post 603722)
Why upgrade and lose what you have? just renew and you can do it for 5 years and get a good discount.

If he can get a refund of his $210, at the same time as doing the upgrade, that is attractive. Leaving aside the time value of money, it pays for over 20 years of the difference between the enhanced and standard subscription plans.

odedp 28 Aug 2017 02:10 PM

Quote:

Originally Posted by Terry (Post 603722)
Why upgrade and lose what you have? just renew and you can do it for 5 years and get a good discount.

The 15 GB that the enhanced plan provides (plus the extra space I purchased) might not be enough for me...
So upgrading to Standard (25 GB) can be a good solution.

odedp 28 Aug 2017 02:13 PM

Anyone else?
 
I'm looking for other customers who purchased in the past extra disk space.
They can help me confirm that the disk space was "for good"!

Terry 28 Aug 2017 03:06 PM

Quote:

Originally Posted by odedp (Post 603724)
The 15 GB that the enhanced plan provides (plus the extra space I purchased) might not be enough for me...
So upgrading to Standard (25 GB) can be a good solution.

Oh ok I don't save that much so it would never apply to me.

odedp 28 Aug 2017 03:14 PM

Quote:

Originally Posted by Terry (Post 603726)
Oh ok I don't save that much so it would never apply to me.

Another possible solution would be upgrading my Pobox account to Mailstore ($50/yr) and cancelling my Fastmail account.
Mailstore has 50 GB space and lets me use Fastmail's web interface which is the only interface I've ever used!
But like I've said first of all I want my money back!!

Berenburger 28 Aug 2017 03:40 PM

Quote:

Originally Posted by odedp (Post 603727)
Another possible solution would be upgrading my Pobox account to Mailstore ($50/yr) and cancelling my Fastmail account.
Mailstore has 50 GB space and lets me use Fastmail's web interface which is the only interface I've ever used!

Pay attention to 'Files' is 5 GB at Pobox.

odedp 28 Aug 2017 05:53 PM

Quote:

Originally Posted by Berenburger (Post 603728)
Pay attention to 'Files' is 5 GB at Pobox.

My files are currently 353 MB :)

odedp 30 Aug 2017 04:15 PM

Solved!
 
Just now I've got all my money back!!
Many thanks Yassar and Richard :)

Jacinto 30 Aug 2017 07:45 PM

Quote:

Originally Posted by odedp (Post 603747)
Just now I've got all my money back!!
Many thanks Yassar and Richard :)

Good for you.

Did you actually receive a credit on your CC or a credit to your FM account to be used for your new subscription?

--
Jacinto

odedp 30 Aug 2017 07:59 PM

Quote:

Originally Posted by Jacinto (Post 603748)
Good for you.

Did you actually receive a credit on your CC or a credit to your FM account to be used for your new subscription?

--
Jacinto

The refund was made to my FM account, but that's OK because both me and my son are loyal FM customers so the money will be used for renewing/upgrading :)

Jacinto 30 Aug 2017 09:45 PM

Quote:

Originally Posted by odedp (Post 603749)
The refund was made to my FM account, but that's OK because both me and my son are loyal FM customers so the money will be used for renewing/upgrading :)

I, too, have been a loyal FM customer for more years than I care to remember.

However, since the Opera take over and later and current developments, my loyalty has been severely tested to the point that I'm still questioning it.

Hopefully, FM will learn that change for the sake of change is a non-starter. If it ain't broken, don't fix it.

--
Jacinto


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