https://hashtalk.org/topic/14539/prime-dd-maintenance-fees
Quote
GAW_CEO
Global Moderator
Industry Innovator
Prime DD Maintenance Fees
I am aware of all the threads and concerns about this.
Here is what happened:
Yesterday, I got a call from one of my lead developers and they said, “Josh, there has been an oversight in ZenCloud that has allowed customer to DD without any maintenance fees. We are correcting this.”
We are completely under the impression that this should have been charged all along, and it was a oversight on our part. I have the mods searching through all our posts to find any specific place we said, “Maintenance fees would not be charged for DD time.” No one has found a specific reference.
When we make an accounting error that leaves a customer with less money then they should have gotten, they demand we correct it, and we do. This is an accounting error in the other direction, so it’s natural that we would do the same thing.
In short, we made a mistake in how we charged for this feature, and an assumption was made that this is the way it will always be.
But, as a company, we hold the responsibility of being clear in the way we communicate things to our customers. Our job is to protect you and your investments. I have always believed that if we put customers first, revenue and success will follow. So, we have to stand by the principles that our company was built on, both when it is easy and when it is hard.
We will not charge any Maintenance Fees for the DD feature and you have my apologies for us “temporarily” losing sight of why we are here.
And a personal thank you. To those that remained calm, and gave us the benefit of the doubt :grinning:
Global Moderator
Industry Innovator
Prime DD Maintenance Fees
I am aware of all the threads and concerns about this.
Here is what happened:
Yesterday, I got a call from one of my lead developers and they said, “Josh, there has been an oversight in ZenCloud that has allowed customer to DD without any maintenance fees. We are correcting this.”
We are completely under the impression that this should have been charged all along, and it was a oversight on our part. I have the mods searching through all our posts to find any specific place we said, “Maintenance fees would not be charged for DD time.” No one has found a specific reference.
When we make an accounting error that leaves a customer with less money then they should have gotten, they demand we correct it, and we do. This is an accounting error in the other direction, so it’s natural that we would do the same thing.
In short, we made a mistake in how we charged for this feature, and an assumption was made that this is the way it will always be.
But, as a company, we hold the responsibility of being clear in the way we communicate things to our customers. Our job is to protect you and your investments. I have always believed that if we put customers first, revenue and success will follow. So, we have to stand by the principles that our company was built on, both when it is easy and when it is hard.
We will not charge any Maintenance Fees for the DD feature and you have my apologies for us “temporarily” losing sight of why we are here.
And a personal thank you. To those that remained calm, and gave us the benefit of the doubt :grinning:
