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Kong / insomnia

The open-source, cross-platform API client for GraphQL, REST, WebSockets, SSE and gRPC. With Cloud, Local and Git storage.
https://insomnia.rest
Apache License 2.0
34.86k stars 1.97k forks source link

Insomnia customer support is unresponsive #5999

Open JRileyH opened 1 year ago

JRileyH commented 1 year ago

Expected Behavior

I expect a service that I pay for to take customer support seriously and respond to either and/or slack inquiry in a timely manner if they provide that as a support channel on their public website.

Actual Behavior

There is absolutely no way to get a hold of Insomnia customer support and there seems to be a large amount of people with no resolutions in your support slack.

Reproduction Steps

Try to get a hold of anyone who works on Insomnia via the recommended channel on https://insomnia.rest/support

Is there an existing issue for this?

Additional Information

I'm paying for seats for my entire time here... I understand open source projects and time constraints on support but do not accept money from customers and advertise support on your website if you can't supply basic support.

Insomnia Version

2023.3.2

What operating system are you using?

macOS

Operating System Version

MacOSX Ventura 13.1

Installation method

from website

Last Known Working Insomnia version

No response

filfreire commented 1 year ago

Hi @JRileyH - please see my reply here: https://github.com/Kong/insomnia/issues/5978#issuecomment-1554237591

In the case you or your colleagues need to retrieve an account on a paying seat - for now I would recommend for the team owner to remove their current account from their seat, and they can in the meantime recreate another account with the same email, just adding a + at the end, eg. your.email+123@emailprovider.com and be reinvited into the team.

Sorry for the trouble and the bad support experience. Like I mentioned in the comment linked above we'll be releasing a self-service way for folks to retrieve account access soon.

renodesu commented 1 year ago

I have the exact same issue as @JRileyH - I cannot get a hold of any kind of customer support as a paying customer.

What I have tried:

I want to contact customer service and apply for a refund. Please advice @filfreire on how to proceed.

filfreire commented 1 year ago

@renodesu I would suggest in this case to try to email support@konghq.com, provide them with the email you use for the Insomnia account and a description of what you need.

For refunds I believe you can: 1) cancel your subscription through https://app.insomnia.rest/, 2) you might be able to reach out and contact your bank / card entity and ask them to chargeback.

renodesu commented 1 year ago

Thanks, I will try the mail you suggested.

I realize you are not a customer support representative, but if you have the connections please get a message forward to someone in charge of the situation - it's unacceptable for for a company to not provide any kind of support for paying customers.

As the situation stands now, this github issue is the only place I have gotten any kind of reply at all (and huge thanks for that)... and I hope they will respond when contacted through the email you provided.

renodesu commented 1 year ago

An update - I received an automated reply from support@konghq.com:

Thank you for your request. Unfortunately, we do not recognize your email as an approved support contact. We are unable to assist you at this time. However, if you believe this is in error, please contact your Kong Account Executive.

As obvious as it should be, I do not have any "Kong Account Executive" as it's a license bought from Insomnia website. And I'm back to the starting point - I have no way of contacting any kind of support as a paying customer.

@filfreire I'm sorry to bother you with this as it's not your field, but can you please escalate this inside Kong, and direct me to an actual person who can help me (ie. email that will actually respond)? I can provide you with emails, order references and whatnot if that helps.

renodesu commented 1 year ago

@filfreire as it's been a week, can you confirm any progress on this?

renodesu commented 1 year ago

@filfreire it's been 3 weeks since my last message - could you as representative of the company please comment on this? Who can I contact to get in touch with an actual person on the matter?

jm3987 commented 1 year ago

Does anyone have any answers about how to get support? I signed up for a personal subscription. I don't have password or even access to the computer I was using. I am not even sure what email account for sure I signed up for as it might have been my company email that I no longer work for. I would rather not have to report the recurring charge as fraud but I have no way to cancel the subscription and am not going to continue to pay for it year after year.

renodesu commented 1 year ago

@jm3987 there hasn't been any kind of response here as you can see, or from any of their other supposed sources where they are said to provide support. Insomnia/Kong devs seem to be take no interest in anything, even if it's just raising the issue in their company and provide any kind of help on the matter.

renodesu commented 1 year ago

Ping @jackkav and @marckong since you seem to working for Kong, and @filfreire has ignored the issue for a long time....

Could you please provide some way to get in touch with Insomnia/Kong support. Please read the above posts to get an understanding on how serious this is. If you cannot name a person or way to contact support, PLEASE raise the issue inside your company.

Maxhodges commented 10 months ago

they are in violation of Stripe TOS report them. I did.

Customer service contact details (this can be phone, email, address, contact form, or an online messaging service contact)

https://support.stripe.com/questions/information-required-on-your-business-website-to-use-stripe