Annual Subscriptions and Expiration

[#1]

Several of you have alerted us to a problem with annual subscriptions expiring without notice and the loss of Jigsaw contribution points. A small number of users were impacted.  
 
As a member of Jigsaw’s senior management team I want you to know that we are taking this issue very seriously and are working hard to have it resolved. In the meantime, if you lost any contribution points due to this issue, we will be reinstating these contribution points to your account. Please reach out to us at support@jigsaw.com and someone will help you immediately.
 
We value our community and your contributions. If you have any additional comments or concerns, you can also contact me directly at sduffy@salesforce.com 

-Shannon Duffy

Senior Director, Marketing 

[#2]

So you "value" your community and our contributions.  But apparently you DON'T value our hard-earned money because you are not willing to allows us to keep the points we paid for a year ago.  You know, it's not as though you lose any money by not allowing us to keep those points.  And I notice that current subscriptions plans offer points that do NOT expire.  Why would you pull a take-away like this affecting your loyal customers.  What a silly and punitive decision to make.  It just makes you look small. It sounds like you're just insisting that "rules are rules, and they must be obeyed" despite the fact that you lose more than you gain by doing that.

[#3]

@BestEdge56, Thank you for reaching out here.  We can completely understand where you are coming from given the situation.  We want you to know we value all our community members and paying customers, equally.  We take great pride in the level of customer service we offer and work hard to assure your experience is a happy and seamless one.

With that being said, this situation definitely caused a hiccup and we are rectifying it by resolving any remaining issues. Moving forward, you will receive the proper notifications in time to renew your account to avoid any potential issues.  

Would you please contact me, jberthiaume@salesforce.com, for further conversation?  Thanks again for reaching out.  We do hear you and are working hard on every level to make every experience a great one.

[#4]

@HouseBug69, So this was all one big fatal error at SalesForce?  All of the subscribers you cancelled today will be reinstated and NOT FORCED to upgrade their subscription?  Mine said I could not even subscribe for the same amount I had last time.  It was greyed out, not an option.  I can only re-subscribe if I UP my subscription to $250/year.  Is that right?  A way for Sales Force to push everyone into a higher subscription that has helped you grow your database?

I'm confused and angry as I know others are as well. Please inform all of us as to what you plan to do.  I know many of us have lots of social media connections and it would be a shame for all of this to meltdown for Jigsaw on LinkedIn, Facebook and Twitter.

[#5]

A support rep from Data.com will be in touch with you ASAP to help you resolve the issue.  Thank you for reaching out. 

[#6]

Hi HouseBug69 , 

Thanks for taking the time to talk with me today on the phone. I'm glad we were able to get your account back up and running and get all of your contribution points back to you!

I'd also like to share some info for anyone else who is experiencing the same thing. If your account has expired, we can definitely help you reactivate it, and you can do that in a couple different ways:

One way is to renew your yearly plan. The $100 for 250 contacts plan was a special promotional pricing that was only available for a short time, but we do offer the 250 contacts plan for its regular price of $250 for a year. We also offer 2 other yearly subscriptions: $500 for 650 contacts and $1,000 for 1600 contacts.

The other option is to convert your account to a Free account, where rather than paying for points, you can earn points by adding or updating data on the site.

Once your account is reactivated, regardless of which new plan you have, you will still have access to any contacts that you have purchased, and while unused purchased points do expire at the end of the year, any points you earned by adding or updating data never expire and are yours to keep.

If you'd like help reactivating your account, please reach out to us here on the Corner, or get in touch with our support team at support@jigsaw.com or 1.877.544.7299. We're here and ready to help!

Warm Regards,

JS_Community

[#7]

Strike one against this "wonderful" new partnership. Better use up your points right away, because this kind of thing will inevitably recur as Salesforce.com gobbles up Jigsaw and tries to force everyone to "upgrade" to its software. This is the irresistable pressure that occurs after an acquisition. Don't believe me? Check back one year from now and see if you can still find Jigsaw.com... or if the name has been folded into some other offer from Salesforce that includes mandatory use of their software.

[#8]

I can't believe there is no warning that your subscription is about to expire. I logged in today and was surprised to see that my account was no longer active. I never received an email warning, never saw any kind of notice when I logged in, and never even received a phone call to see if I was interested in renewing my subscription. I had been using my account in a contacts as needed kind of way with intentions on building a list before I would lose all of my points. So, I was robbed of 5000+ points today. I would have been better off paying 10$ a contact through a private investigator.

On most online subscription programs they give you a countdown until renew date every time you login, not just for your personal knowledge, but for the purpose of hopefully renewing the account. I can't believe that such a successful company would have such poor customer service and business practices.

Even a one day notice would have kept me a happy customer and allowed me to use the product in the way I intended.

[#9]

Grandknoll73--I believe someone from our support team already contacted you. If not pleaes let me know. 

[#10]

I am on the $250 a year plan. When I subscribed I was told by your rep that my points would never expire (that was given as one of the benefits for upgrading to the $250 plan).  I have been putting in a fixed amount of money every month and building  reserve to use when needed and am aghast at this artificial deadline (use it or lose it).  Even the airline miles no longer expire. Your company has had a loyal following so please do not make the mistake Netflix made.

[#11]

Hi sales1sales,

Thanks for posting here. We understand that when you signed up, there wasn't a notification that your points would expire, which is why the points you purchased in your plan last March will not expire. Feel free to add, update, and purchase contacts with confidence. I hope we'll hear more from you in The Corner soon!

Warm Regards,

JS_Community