I am no longer satisfied with paying for my "Pro" moz membership. I miss having phone support, but moz personnel have told me, "don't worry, we have chat support, and that's just as good!"
So just now I tried to downgrade my membership status from "pro" to free", but now you have to fill in ALL of your credit card information, just to cancel(!) If you don't believe me, just try it.
Anyway, I thought that maybe I was just not understanding how to do it, so I tried using the chat system to ask for help, and here's what happened.
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me: How do I downgrade from my current "pro" subscription to a free subscription (if there still is such a thing as a free one)?
Just a moment...
Sorry for the delay! We've got more chats than usual. If you need to run, please feel free to leave us a message and we'll get back to you soon. Thanks!
me: Pretty ironic. I am cancelling my paid subscription because you dropped phone support but you (your company) told me, "oh don't worry, chat support is just as good"
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And, I waited for ten minutes before giving up and asking here. I hope that at least some other customer can answer this question for me.
This is a perfect example of why phone support is important, chat support is ok but not always sufficcient, and why in general it's not satisifactory (to me, at least), to basically tell customers to go ask for help in the Q&A forums because the company won't budget sufficiently to provide customer support with its own personnel.
Sad, too, because I've been a moz customer for over 4 years. There just isn't enough difference in value for me to continue, considering the other tools that are available now, some of which do provide satisfactory support.
Thanks, for anyone who can answer my question.