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Thread: Problems with GRAMMARLY?


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Permlink Replies: 20 - Pages: 2 [ Previous | 1 2 ] - Last Post: May 1, 2012 1:51 PM Last Post By: quiet_heart_press
grammarlyofficial

Posts: 3
Registered: 04/29/12
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 4:57 PM   in response to: quiet_heart_press in response to: quiet_heart_press
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Dear David,

Hello, my name is Kimberly Joki, Community Manager at Grammarly.com. I'm sorry to see that you have been having some issues using Grammarly.com. I hope that we can work together to successfully resolve the issues you have been having.

First, it is not clear from the thread here what problems you were experiencing while using our service. I would be happy to look over your support ticket and reach out to you personally in order to be sure that your questions or concerns are adequately addressed.

Second, if you cancelled the Grammarly.com account yourself, but have paid for the annual subscription, this would explain why your account is still active until 2013. Once your refund request is approved and the refund processed, your account will be downgraded to a free account.

Third, regarding your refund, if you requested the refund on 28 April, it may take up to 24 hours for the refund to be reviewed by a support representative. Again, if I can review your support history, I can give you more information.

Finally, I apologize for the inconvenience you have experienced and want to thank you for your patience. If you would please let me know via email your support ticket number or the email you used to set up your Grammarly.com account, I can follow up and expedite your support requests. I can be reached at kimberly.joki@grammarly.com.

Please feel free to contact me with any questions, comments, or concerns. I look forward to working with you to resolve this issue as soon as possible.

Sincerely,

Kimberly Joki

Community Manager
Grammarly.com
quiet_heart_press

Posts: 220
Registered: 12/24/07
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 5:09 PM   in response to: grammarlyofficial in response to: grammarlyofficial
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Ms. Joki,

Thank you very much for your kind reply. I wish I had heard from you during the 3 days i was trying to get your service to work. Unfortunately, your support department was not able to help, and then the support department stopped accepting my email. After we exchanged about 20 emails over a 3 day period, i received the following email, though the email I had sent prior to receiving this one had been sent by replying to your emails, just as i had done many times before.

QUOTE:
You have reached a Grammarly mailbox that is not attended by a human.
If you have a support issue, please direct all e-mails to support@grammarly.com.
--
Grammarly Team
END QUOTE.

It might interest you to know that another user here in the forum read my post and was able to tell me what to do to make your service work. By that time, I had already cancelled the subscription. I found it very interesting to know that a customer of yours seems to more more about your product that your own support department does.

Again, thank you for your kind note, and I do wish I had heard from you during the time I was trying to make your service work.

David
grammarlyofficial

Posts: 3
Registered: 04/29/12
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 5:31 PM   in response to: quiet_heart_press in response to: quiet_heart_press
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David,

I, too, am sorry that I wasn't in contact with you while you were experiencing all this.

Regarding the auto-responses you received, I will be reporting those. We do use a dashboard for our support service, but there should be no automated responses like the ones you received, because it means that there may be support messages that our support staff are not receiving.

Thank you for letting me know about that.

Is there anything I can do for you now to ensure your experience improves?

Kindly,

Kim
quiet_heart_press

Posts: 220
Registered: 12/24/07
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 5:43 PM   in response to: grammarlyofficial in response to: grammarlyofficial
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Kim,

Thank you for your follow-up. You have been most gracious.

You may want to have someone from your support department read through this thread of posts. Somewhere in here is information that, if anyone from your support department had given me, this might all have been prevented. Again, it was an individual on this forum that gave what appears to be the answer I needed, but your support department either did not have the knowledge needed or overlooked giving it to me.

Amazon requests that email addresses not be shown here, so i won't include mine, but it seems you should be able to find my case file by looking up my name, David A. Duke, on your subscription list of 4/25.

David
grammarlyofficial

Posts: 3
Registered: 04/29/12
Re: Problems with GRAMMARLY?
Posted: Apr 29, 2012 6:02 PM   in response to: quiet_heart_press in response to: quiet_heart_press
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David,

I will gladly follow-up with support. I appreciate your willingness to help.

Additionally, I will look into your account and, if there are any other actions that I can take to improve your experience with Grammarly.com, I will contact you directly according to the information associated with your account.

If you have any other questions, comments, concerns, or if there is anything I can do to help you, please contact me and I will gladly assist.

Best regards,

Kim
quiet_heart_press

Posts: 220
Registered: 12/24/07
Re: Problems with GRAMMARLY?
Posted: May 1, 2012 1:51 PM   in response to: grammarlyofficial in response to: grammarlyofficial
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FYI: Grammarly has refunded my payment in full.
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