Price change with existing quote without notice!

[hepbx]

Hi support,

I've been offered a subscription renewal ~ two weeks ago (by email) and now tried to renew my subscription - and was suprised: the renewal price shown on the customer portal is now ~12% more than what was given in the email sent to me. Furthermore, there was no mention about any price increase in the email at all.

I've contacted support and they told me, that there was a price increase, so I have to pay the new price - even though the email explicitely stated a price and indicated that renewal is to be done within the next four weeks.

I am a bit pissed now, and are dissapointed about the 3CX customer communication.
Business wise, I wonder, if one can rely on official statements (quotes) from 3CX at all, if 3CX communications is not aware of price changes in a weeks timeframe.,.

Can somebody from the official team please comment and fix!

 

[Alphabetic]

You should have renewed when you got the reminder..

Email sent out yesterday

"There are four important customer updates regarding pricing, payment currencies, and paid technical support. Changes in all four of these areas come into effect today, 4 February 2025. Read on for more details."

You'll have to bite the bullet im afraid.

Can somebody from the official team please comment and fix!

you had your answer already

I've contacted support and they told me, that there was a price increase,

 

[hepbx]

Well,

I don't agree - it is not good style and that's why I am pissed.

If the renewal email would have mentioned a price increase, then I would likely have renewed earlier.
I've checked my EMail inbox for 3CX notification - there is a single EMail from 4th of February which notifies of price changes effective from 4th of February (the same day!).

Actually the renew notification email was sent out on saturday 1st of february - as this is not a business day, I've read it on Monday the 3rd. The price update then was sent on the 4th - so only a single day between renewal information and price update!

The impression I get from this is:

• either the department sending out the renewal email did not know about the price increase 4 days before it happened (indicating that the internal communication at 3CX is bad, which is definitely not a good sign for any company)
• the price increase was done on a very short notice (so management decided to change prices on Monday and the information was sent out on Tuesday - that would be a rather strange business decision, too)
• this was intentional and 3CX thoughfully tries to trick its long term customers (which is really bad and let's me think about how valued I am as a customer)

No good feeling about this at all...

 

[BenTen]

Oh mate, you should be pissed on you. As far as i see, you had 2 weeks to make payment. How long you think invoice should be valid? 2 years?

You had plenty time to make payment, and it is only up to you.

I dont like this increase, but hey, there is plenty other companies that provide this service

Also, what is that nonsense "valued customer"? You pay, they provide service and that is it. There is no love between.

 

[hepbx]

Oh mate, you should be pissed on you. As far as i see, you had 2 weeks to make payment. How long you think invoice should be valid? 2 years?

You had plenty time to make payment, and it is only up to you.

I dont like this increase, but hey, there is plenty other companies that provide this service

Also, what is that nonsense "valued customer"? You pay, they provide service and that is it. There is no love between.

Yes, I am,

but actually I've received the renewal email on Feb 1st and the price increase on Feb 4th - so not really a long time...

With the renewal email stating that I have to renew withing the next 30 days and the price given in the same, I would at least assume that the price would stay valid for the mentioned time of 30 days.

Of course, I think I am not asking for something outrageous, if I expect an oficially stated price to stay valid for four days...

Best regards,

Holger

 

[Evolute IT]

Yes, I am,

but actually I've received the renewal email on Feb 1st and the price increase on Feb 4th - so not really a long time...

With the renewal email stating that I have to renew withing the next 30 days and the price given in the same, I would at least assume that the price would stay valid for the mentioned time of 30 days.

Of course, I think I am not asking for something outrageous, if I expect an oficially stated price to stay valid for four days...

Best regards,

Holger

You had expectations which were not valid.

The price in the email is for reference only. It was never meant as a promise.

You can try to blame 3CX all you want, but you assumed wrong, simple as that.

 

[hepbx]

You had expectations which were not valid.

The price in the email is for reference only. It was never meant as a promise.

You can try to blame 3CX all you want, but you assumed wrong, simple as that.

I understand and you are likely right - unfortunately .

It would be easy to clearly communicate the facts or clearly communicate about upcoming price changes. It is as easy as that - and nobody would be pissed.

So overall it is no good communication and no good style - thinking about what would happen if I did the same with my customers: they would likely look for some other supplier.

We are in Germany here and we put a high value into customer relationship - we are happy with the 3CX solution, so we would like to continue using it, but again it is a matter of style and value. Maybe that's different in the US, but typically (at least from our experiences) customer binding pays off in the long term.

Here is what I've received, so you can see that it indicates a price offer (of course it does not say something about how long this is valid):


As a side note: I've tried to reach out to our local office, but they seem to not be reachable over the phone. Quite funny for a company selling phone systems - if you call the German office, then the phone system only tells you to fill in the web form...

Best regards,

Holger

 

[SteveITS]

Did your partner not communicate this...? We reached out to our clients with upcoming renewals or 4SC licenses back in January that there was a TBD price increase Feb. 1. (their original stated date was in fact Feb 1 but they delayed it a few days)

FWIW 4SC increased quite a bit more than 12%...

 

[hepbx]

Did your partner not communicate this...? We reached out to our clients with upcoming renewals or 4SC licenses back in January that there was a TBD price increase Feb. 1. (their original stated date was in fact Feb 1 but they delayed it a few days)

FWIW 4SC increased quite a bit more than 12%...

We don't have a partner - we've been using the software since the Ascozia days and have always been comfortable managing it on our own.

 

[hepbx]

Got another feedback from support regarding my complaint - they feel sorry, that the automatically generated renewal message did not include correct pricing information. They also argue, that all the other 100.000 users (!) also have to pay the increased price, so it's nothing they can or want to do.

As expected

 

[pbpunisher]

I don't know what is going on. I quoted my customers a month ago their cost would be 145.00 for the 3CX Pro 4SC 1 year license and 151.00 for 3CX PBX Cloud Hosting for 151.00. I went to pay them today and they increased to 275 and 295 respectively! That's more close to double the price. How am I supposed to go back to my customers now and tell them about this huge increase?

 

[Alphabetic]

w

I don't know what is going on. I quoted my customers a month ago their cost would be 145.00 for the 3CX Pro 4SC 1 year license and 151.00 for 3CX PBX Cloud Hosting for 151.00. I went to pay them today and they increased to 275 and 295 respectively! That's more close to double the price. How am I supposed to go back to my customers now and tell them about this huge increase?

Why'd you wait so long between the quote and renewal? oops.. nothing you can do but go back and say the price has increased