If Only Everyone Had Customer Service Like This

I don’t promote or endorse many products on this site typically but I felt this was something I had to share. Recently I cancelled my Mozy account mainly because I was unhappy with the time it was taking to complete my backups and partly because I found SugarSync and I wanted to try them out so I signed up for a 100GB SugarSync plan for $149.00 annually which comes with a 30 day free trial.

I am planning on doing a full review of both services in the near future so this will be a short post about one item in particular that has already caught my attention; the amazing “customer care strategy” that SugarSync has already shown me. I am presently about 3 weeks into my 3o day free trial, at the end of which they will charge the card they have on file for me for my annual subscription of $149.00. I was aware of when this would take place and simply expected it to just happen but this morning I received an email that surprised me which I will include here:

Dear Jesse,

It’s been a few weeks since you started your 30-day trial – we hope you’re enjoying all the benefits SugarSync provides.

Next week your trial will roll into a paid subscription and we’ll charge the credit card we have on file. We hope you’ll continue to use SugarSync for your secure storage and remote access needs, but if you decide to cancel, please do so before your trial has ended.

Thanks for choosing SugarSync!

The SugarSync Team

P.S.: If you have any questions or need additional information regarding your account, please email us at support@sugarsync.com.

Being in Sales and Marketing most of my adult life I can understand how difficult it can be to take a step back from the “bottom line” approach and take a good honest look at customer care, which is exactly what they have done. They have shown a legitimate desire to take care of my needs and put me ahead of their own which I very much appreciate and respect. Many companies will hope and pray that you simply forget when your trial ends so you don’t cancel, that tactic is in large responsible for many of the issues consumers have with online business and subscription based products.

It was very refreshing to see that this company has decided to show a bit of humanity by simply saying “Hey, we are about to charge your card for something you signed up for weeks ago, if you don’t want it now is the time to cancel.” Very classy SugarSync, thank you. And for the record I have been completely satisfied with the plan I have and the features they offer over the other similar services have me hooked, even a few weeks in I can honestly say I wouldn’t want to go without it at any point now.

2 thoughts on “If Only Everyone Had Customer Service Like This”

  1. Wow! So true Jesse. Maybe they could see the positive viral marketing in their actions? I guess I will have to give them a look. Thanks for sharing.

  2. Hi Bob,

    I'd have to imagine they thought of the positive benefits of doing something
    like this, pretty good form in my book either way though. On a related note
    I am really liking the service, it has come in very handy several times

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