Please make sure the egg plan continues to be selected after a form submission error happens

Antonio Ognio's Avatar

Antonio Ognio

15 Jul, 2012 04:10 PM

Hi there. So I was basically signing up for the free "egg" plan but forgot to check the "terms and conditions" checkbox. And what happened? The form was reloaded but with the "Owl" plan instead of the "Egg" plan? WTF?

Well, the next screen was asking for my credit card information and I obviously skipped attempting to abort it just to have my iPad make a sound signaling you guys had just sent an email saying my "Owl" had just been created! That would be WTF #2!!! Happening just seconds after WTF #1.

Then, I attempted to login to see what plan I was with anyways just to get lost looking for the "login" link to no effect. WTF #3!!! In lest than one minute!!!

I managed to follow a "login" link in the email just to find out the second step of the signing up process was pending and you were still trying to charge me US$ 79/monthly or something. WTF #4!!! At this point I'm almost used to be "surprised" every 20 seconds so I switched to a "be-calm-and-find-out-a-way-around" attitude that somewhat helped I guess.

Instants later I hit WTF #5 trying to follow the "cancel" link in the form asking me to pay for the "Owl" plan to no effect. Yikes!! The must be a way around this crap I thought so luckily I saw a piece of text in the upper left section of the page saying I had the "Owl" plan followed by a "(change)" link. Only then things started to make sense and I was able to properly click on a radio button to set up the "egg" plan and get rid of the broken registration / login process to finally land on my account's dashboard or similar place.

At this point the sound of another email hitting my Inbox and the subject of "Your account has been changed from Owl to Egg" came in very welcomed.

I'm an entrepreneur too and I'm seriously considering using your service for my startup so I felt like taking the time to report this wtf-ish experience to you so you guys can hopefully make it beter for others.

Regards,

Antonio Ognio
Lima-Peru

  1. Support Staff 1 Posted by Tom Walsham on 17 Jul, 2012 10:02 PM

    Tom Walsham's Avatar

    Hi Antonio,

    Thanks very much for the extremely detailed consideration of our onboarding process. The form bug which triggered your unpleasant experience is a new one to us, and has gone to the top of the 'to be fixed' list for the customer signup.
    You also happened across the lack of a 'login' link on the homepage (due to our use of subdomains for client dashboards). This was a known issue, and thanks for reinforcing the need for some reworking of our main web-facing page.

    Hopefully with these being fixed we should be able to avoid people encountering the 'locked out' state of the Owl plan, but I'm glad you managed to navigate your way out of there and back to the Egg plan.

    I hope this experience hasn't soured your opinion of PostageApp. Perhaps we spend too much time obsessing over the details of amazing email delivery and awesome templating systems - now you're encountering that side of our business hopefully you'll forgive us!

    Please let me know if you experience any other issues with using PostageApp,

    Thanks,

    Tom

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