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1mo ago
Kelly Vaughn (@kvlly on X, formerly Twitter), a prominent figure in the tech community, publicly criticized Zendesk for their handling of her company's contract renewal. Kelly outlined a series of issues that led to her frustration:
1. Zendesk allegedly misled her team twice about their contract renewal date.
2. Despite acknowledging their mistake, Zendesk initially refused to cancel or modify the contract mid-term, effectively locking Kelly's company into another year-long agreement.
3. Zendesk continued to charge over $2,000 monthly for a service Kelly's team had explicitly canceled based on information provided by Zendesk's own team.
The situation highlighted the challenges businesses face with complex SaaS contracts and the importance of clear communication regarding renewal terms. Kelly expressed her shock at the level of customer support, describing it as "beyond unacceptable."
Following Kelly's public post, Zendesk quickly responded by retroactively canceling the subscription and initiating a refund of approximately $7,200. While Kelly appreciated the positive outcome, she expressed disappointment that it required social media intervention to resolve the issue.
Follow the original story at X (formerly Twitter)