Please cancel my account
Stephen Eley
Hi,
This is regarding the account for AARWeb. For nearly a week now I've been getting errors from [email blocked] telling me to fix my credit card before February 28. I gave you folks a valid number. Twice. Most error messages were that the number was invalid; on March 3, however, the error was "Failed merchant rule check."
Please just cancel the billing and account. There are a few
things I really like about Tender, but the consensus among our
staff is that usability is terrible. The workflow makes it tough to
go through issues quickly, the dashboard's not intuitive, and the
text size and layout of the public sections is hostile to fast
readability. (A bad idea given that most people who come to a
support site are already frustrated.) We've switched to ZenDesk in
the last couple of days, and except for having too many fields,
we're finding it's better designed and works much better for us in
nearly every way.
Your team is friendly and responsive and I truly believe you care about your product. If you were apathetic I wouldn't be bothering to leave this feedback. I suspect the problem might be that you're all excellent programmers. Tender has some shining virtues when it comes to business domain modeling, but you really need a better designer and you really, really need to do some serious usability testing. I don't mean "listen to your feedback," I mean "sit people down who have no idea about your product, give them tasks, and watch them try to figure stuff out." I get the sense that you're reactive rather than proactive when it comes to trying to make things easier. (I have some of the same problems with Lighthouse, for what it's worth, although not as badly.)
I really would like your product to get better and succeed. Here's hoping you do, and that you bring my organization back to you.
Good luck to you all.
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1 Posted by Steve Eley on Mar 05, 2010 @ 08:33 AM
Thank you for your message. I'm out of the office on family medical leave and will return in late March. I will be checking email intermittently during that time. For a faster response to most questions, I would encourage you to try one of the following addresses:
* For general technology issues or for OP3 proposals or program units, please email: [email blocked]
* For label rentals, please email Aislinn Jones at: [email blocked]
* For questions about your AAR membership or other concerns, please email the AAR main office at: [email blocked]
Otherwise, please be patient and I will reply to your email as soon as I am able. Thank you.
Sincerely,
Stephen Eley
Director of Technology
American Academy of Religion
404-727-7972 (O) 404-727-7959 (F)
http://www.aarweb.org
2 Posted by Nicole on Mar 05, 2010 @ 07:38 PM
Steve -
Sorry for the confusion on the billing. It was something we were working out with our merchant account over the weekend and have just now got all the accounts affected set right. Please verify that the account you wish to cancel is http://aarweb.tenderapp.com and we'll get that taken care of for you.
Thanks for the thoughtful feedback on Tender Support.
Nicole
3 Posted by Stephen Eley on Mar 05, 2010 @ 10:37 PM
Hi Nicole,
Yes, http://aarweb.tenderapp.com is the correct account. Thanks very much.
Nicole closed this discussion on Mar 08, 2010 @ 06:13 PM.