Today’s TekFail comes courteous of LastPass the online password manager. I’ve been using LastPass for the last couple of years and have come to love its simple interface and painless transition from Norton’s Password Vault. Best of all it is free for the web version only. Recently I’ve found myself stuck trying to sign into an app or website while away from my pc. LastPass offers a premium version that allows you to access your entire vault of usernames and passwords securely from within its mobile app. A couple of months ago I sprung for the chance at a free two month trial offer delivered to my inbox just to see if I could justify the paid leap. At the end of two months I could not and simply let it expire. This though was just not good enough for them. The emails began a month before my trial period was over and so far continue more than three weeks since it ended. In the final month I got six emails from them reminding me that my trial subscription was due to expire. When I let it expire I expected at least one followup. After three in a week I was fed up. I’m all for a sales pitch, in fact it was their original sales pitch by email that got me to sign up for the trial period in the first place. What irks me is nine emails in less than five weeks just to get me to renew. It’s borderline harassment in my book. It’s not like I quit using their service altogether. A simple check of my account usage through a feeble query algorithm would’ve established that I was still using their online service. Instead though I could count only a handful of emails in the last 2 years as a customer they’re now hounding me almost daily. This has decidedly turned me off as a customer almost completely.
On the 9th email about renewing my subscription I decided to fire back a reply. In it I wrote simply, “I know already. You’re previous 8 emails told me so. Stop harassing me about it!” I expected either a canned response about how to contact them for support or maybe even a mail undeliverable return reply. What I got instead is the reason why I’ve given LastPass a TekFail today. I got an email describing they’ve responded to my service ticket request. Service ticket request..huh? That’s right they opened a customer service ticket based on my sarcastic response. I again ignored this email. Two days later I was emailed a reminder to the first email about my alleged service ticket request. This time I read it and opened the link to the service ticket. Naturally it offered me instructions on how to access my account settings and change my email preferences. Incredulous! It was also clear that it would likely continue to hound me unless I officially responded and closed the request. I did and in the comments section I wrote, “The simple fact that you created a ticket for my snarky email shows that you just don’t get it. Point being that just because I’m a customer and I entrusted you with my email address doesn’t mean you have to abuse this trust. I’m not changing any settings. Just leave me alone.” That last comment I think just about sums it up for me. Companies and services think since you’ve entrusted them with your email address even as a customer paid or not they have cart blanche on spamming it. News flash, if I’m already a customer and I continue using your service, be happy and just leave me alone already!