Preorder Notify Me Pre‑Order T

Hi there,

Andrei here, one of the co-founders of Timesact.

I would like to start by thanking you for being a loyal customer since May 2022 and for continuing to use the app despite this difficult experience you’ve had just recently.

As a co-founder I have a responsibility to other users or potential users reading this to provide more context and proof of exactly what happened so that they can make an informed decision.

The details are very important in this case but I cannot fault you in any way for not providing them in a moment of frustration and anger.

The way our dynamic pricing works is that you pick a number of in our case preorders you want to use in a month.

When you reach 70% of that plan we send you an email to let you know.

When you reach 100% of that plan we send a second email to inform you and then grant you a 24 hour grace period during which time the app and all settings work the same way.

Once the 24 hour grace period ends we send you a third email to inform you that the app was disabled meaning the preorder settings are no longer applied.

We have checked and all these emails were sent to you and they were also opened in a timely fashion. They were also opened almost immediately by your team.

We also assume that given the many plan changes you have made in the past that there is at least some level of familiarity with how this all works.

I have compiled a document that can be accessed here with all the points I’m making so that there is full transparency for anyone reading this:

https://docs.google.com/document/d/1Fv2AyhP8C2JHZGfXnekRUsd-C4o-TC6h76z1jTNDj0o/edit?usp=sharing

Of course there could be many mitigating factors here that I am not aware of since we are not in contact. Maybe the inbox is shared, maybe a new person on the team took over this task of monitoring the app. We could always change the recipient of these emails but were never asked to on our many support channels. We are here for you on chat/email 24/7 so please let us know if this is something you want done.

I’m an optimist and want to see the best in people but just in case this review was solely meant to hurt our business I want to tell you that it has. We dropped in the ratings yesterday because of it and lost a lot of installs. I only mention this in case it gives you comfort. I like to believe it doesn’t and that we will come together soon and continue to help each other.

I have reached out to you to both personally apologize for your bad experience with us as well as to offer my full support in case you wanted to discuss solutions that would improve your experience with us. That door is always open and I would enjoy talking to you anytime because I believe you can offer valuable insights that would make the app better for everyone else.

Thank you,
Andrei

Hi there,

I can see that this is a review given in anger. I empathize with you because times are tough and there is no shortage of reasons to be angry. I am often angry when heavily stressed and any little thing can set me off.

In my experience often the only cure for our anger especially when it relates to other people is just talking it out and finding common ground and solutions. I have reached out to you and hope you will choose to talk to me because I really want to talk to you and understand you better.

For other people reading this I will also provide some context for our discussion here:

1) You have used up your free plan with us (because the app does have a free plan for your first 10 pre-orders - by that I mean orders that contain at least one active pre-order variant).

2) I reached out as I do to all of our customers when this happens, to congratulate you and to let you know that you should consider upgrading.

3) I also informed you that we have a 24 hour grace period from when you are informed until the service is disabled.

4) You acknowledge my message and told me you would be looking into other apps.

5) I thanked you for informing me and respected your decision. I did not make any comment, try to sell you anything or did anything try to make you change your mind.

6) Then I take it that you did not actually look for another app in fact and as you were informed the service was cancelled after the 24 hours had passed.

There was nothing out of the ordinary here in my experience but perhaps there are other things I do not know about and am ready and eager to learn more from you if you will choose to have a conversation with me. I hope you do so we can both feel better about this.

Thank you for reading this,

Andrei from Timesact