Bought Kuassa Amplifikation 360 Bundle Yesterday, Activated Fine, Today It Was Removed From My Kuassa Account Without Explanation Or Refund Options

[agreed]

I paid you guys $35 for a discounted bundle, and the contents of that were delivered quickly and I activated them on Kuassa's web site just fine. I then spent literally hours and hours installing and activating everything because every single one has to be done individually and neither the installers nor the plugins when installed remember anything about the directories you've been using, so each time you have to tell it where to put things to install, and then each time you have to navigate to the directory with licenses and activate them. It was time consuming but I figured, ok, well, it's just how they work.

But then today, they're gone! Gone from my account, and I'm not the only one, others who bought from Don't Crack have had their licenses deleted from their account as well. No notice, no email contact from Kuassa explaining anything, NO REFUND OF THE MONEY WE PAID.

This is unacceptable, please advise.

[eric]

Dear customers,

This is indeed crazy !

I investigated and found that there has been a huge pricing glitch on the Kuassa Amplifikation 360 Bundle that is actually at $299. That $35 pricing was dedicated to an other product.

The team here freaked out and canceled all orders that came in, in a very short period of time. They are actually processing the refunds and an email will be sent to all customers today.

This is a first in over 15 years doing business at DontCrack and I truly apologize for such issue.

Once the refunds done, we will issue a $35 voucher coupon (available for any software on the store) to all of you, to compensate this enormous glitch.

I truly apologize for the trouble and the frustration this has generated.

Thank you for your understanding.

Eric
CEO

[agreed]

Dear customers,

This is indeed crazy !

I investigated and found that there has been a huge pricing glitch on the Kuassa Amplifikation 360 Bundle that is actually at $299. That $35 pricing was dedicated to an other product.

The team here freaked out and canceled all orders that came in, in a very short period of time. They are actually processing the refunds and an email will be sent to all customers today.

This is a first in over 15 years doing business at DontCrack and I truly apologize for such issue.

Once the refunds done, we will issue a $35 voucher coupon (available for any software on the store) to all of you, to compensate this enormous glitch.

I truly apologize for the trouble and the frustration this has generated.

Thank you for your understanding.

Eric
CEO

Alright, that makes more sense. Very unfortunate how things turned out. A little communication goes a long way, I wish Kuassa could have taken a moment while deleting the licenses from each of our accounts to send a quick form letter note about what had happened, that they could not honor the licenses in spite of them already being activated, and that we should expect a contact from the merchant regarding our money. The lack of all that is really bad. I understand it is not their fault that it happened in the first place, here, but logging in and finding what I've paid for is gone after already having spent all the time to integrate them into my kit and with my money still missing too, that felt terribly frustrating.

Kuassa may view 90% off as an insanity, and it is their right to set their prices and I support them in doing so - they make great products - but 90% in the general plugin market is a very normal discount (because the general plugin market is so heavy on marketing that MSRP is often a bad joke intended to give the impression that you're getting a great deal paying prices companies fully expected to sell their products for from the outset). We had nothing to go on to know otherwise prior to this explanation and such a drastic measure in the absence of communication ain't the way.

I appreciate you guys extending a $35 voucher, that's a great way to win customer goodwill. I look forward to using that soon on some of your excellent plugin deals. If this really is the first time this sort of thing has happened for your storefront in 15 years, that's an extremely impressive track record, I mean, I can recount like five glitched pricing errors that have affected customers of different brands on different sites just in the last few months. Thanks for the good communication and explanation.

This post has been edited by agreed: Nov 2 2023, 05:58 PM

[eric]

Alright, that makes more sense. Very unfortunate how things turned out. A little communication goes a long way, I wish Kuassa could have taken a moment while deleting the licenses from each of our accounts to send a quick form letter note about what had happened, that they could not honor the licenses in spite of them already being activated, and that we should expect a contact from the merchant regarding our money. The lack of all that is really bad. I understand it is not their fault that it happened in the first place, here, but logging in and finding what I've paid for is gone after already having spent all the time to integrate them into my kit and with my money still missing too, that felt terribly frustrating.

Kuassa may view 90% off as an insanity, and it is their right to set their prices and I support them in doing so - they make great products - but 90% in the general plugin market is a very normal discount (because the general plugin market is so heavy on marketing that MSRP is often a bad joke intended to give the impression that you're getting a great deal paying prices companies fully expected to sell their products for from the outset). We had nothing to go on to know otherwise prior to this explanation and such a drastic measure in the absence of communication ain't the way.

I appreciate you guys extending a $35 voucher, that's a great way to win customer goodwill. I look forward to using that soon on some of your excellent plugin deals. If this really is the first time this sort of thing has happened for your storefront in 15 years, that's an extremely impressive track record, I mean, I can recount like five glitched pricing errors that have affected customers of different brands on different sites just in the last few months. Thanks for the good communication and explanation.

Hey Agreed,

Thank you so much for such great feedback and your understanding.

To be honest, the folks at Kuassa really don't know what happened. The commercial team at DC simply asked them to revoke a list of serials that WE sold with incorrect pricing. It is all the way our bad :-/

Again, thank you so much for your patience on that one 🙏

Kindest regards,

Eric

[agreed]

Hey Agreed,

Thank you so much for such great feedback and your understanding.

To be honest, the folks at Kuassa really don't know what happened. The commercial team at DC simply asked them to revoke a list of serials that WE sold with incorrect pricing. It is all the way our bad :-/

Again, thank you so much for your patience on that one 🙏

Kindest regards,

Eric

Oh, man, that is rough. That sucks for Kuassa. And for y'all, but I have been thinking about this wrong from their perspective. Thanks for clarifying, I'll spread the word where I can.

[eric]

Oh, man, that is rough. That sucks for Kuassa. And for y'all, but I have been thinking about this wrong from their perspective. Thanks for clarifying, I'll spread the word where I can.

Thank you so much agreed 🙏

All the best,

Eric