Taking the gloves off - Smartsheet customer service sucks especially with USM

I'm EXTREMELY annoyed by Smartsheet customer support as it comes across as incompetent and does not actually address my issue.

So, I'm posting it here to get attention.

I currently have 3 licenses on a business plan on the non-USM model. I received the 45 day notice, but that Smartsheet wants to charge for 4 licenses.

I was given NO option to change this number. So, I submitted a downgrade request.

The result? Smartsheet says I can't change my license count at renewal time and that
I have to pay for 4 ?!?!

I'm sorry, but that just sounds like an outright LIE. It's always been the case that you need to change your license count with 30 days notice before renewal. I asked for this policy and writing, and as you can guess I received a response that ignored THAT request too.

And really, I shouldn't need to "downgrade" because I never asked for 4 licenses.

I further explained that I currently have 3 and Smartsheet decided to renew me for 4 without my asking or ANY explanation

Being I'm not on USM yet, I can't manage provisional members, etc. So, absolutely new help there.

Furthermore, I can't get across the fact that this is what I want:

RENEW ME WITH MY CURRENT LICENSE COUNT

How can I get this through Smartsheet's dense customer service that all I want to do is renew with my current license count?

Who can help me here? @Genevieve P. @Rebeca S.

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Comments

Genevieve P.

Hi @Darren Mullen

I'm sorry to hear that your experience contacting Smartsheet has been frustrating; I'm happy to help jump in and clarify.

It sounds like your current plan is at it's renewal time in 2025, so it's time to transition from Legacy to the new User Subscription Model (USM). This article has more information: Prepare for your plan's migration to the User Subscription Model

In your case, I understand you had paid for 3 licenses under the Legacy plan. However with USM, you may need 4 Members if there was a fourth user taking Member-actions within your plan, or it may be that the account is renewing for the same cost, which could provide you with an additional Member!

Once you have transitioned you will be able to directly manage users and remove/add seat types as necessary.

If you don't want the fourth Member, please continue to follow up with the Finance team (identifying the 3 emails you want to be Members) and they can provide instructions specific to your account/plan on how to maintain only 3 moving forward.

Thank you for letting us know of your concerns!

Genevieve

Darren Mullen

@Genevieve P. thanks for the response. Problem is even with the supervisor contacting me the response remains the same, it can't be fixed until after renewal?!?! Makes no sense and that's more burden on ME, the customer to fix something Smartsheet is dumping on me.

Here's a direct excerpt quote from the supervisor.

"To clarify and reinforce what was previously mentioned: under the new Business plan model, additional Member licenses are included by default at the time of renewal. This change is applied automatically by our system and is intended to provide greater flexibility and value — not to create inconvenience.

That said, I fully understand that you didn’t request the extra seat and wish to renew with your current license count. However, because the renewal is processed automatically with the additional Member included, the seat must first be added before we can process the downgrade and issue a refund."

I'm told this is done to add more value and not be an inconvenience. I'll let you judge which it is for me ..

Pretty ridiculous in my opinion. Who this benefits is beyond me, wasting my time and Smartsheet's.

tim.wimmer49936

If you are unhappy now, just wait till you get on USM.

Kia Gibbs

You're not alone Darren.

It took a while before I heard back from our account manager to answer questions about this new pricing model, which annoyed me because our account managers are usually pretty responsive. Smartsheet really had a good thing going but I can't help but entertain the thought of switching to another system.

Darren Mullen

@Kia Gibbs That's the sentiment I'm getting from multiple clients as well. Have talked to some BIG accounts that are very seriously in the process of finding a different platform.

And it's not always the USM cost impacts being the main driver, but the onerous burden placed on system admins with these changes.

If it helps, send me a message and I might have some suggestions on how to navigate this better.

https://smartsheetguru.com/contact/

tim.wimmer49936

@Kia Gibbs

We are one of them. Actively moving to other platforms. As stated above, it's not just the cost impact but trying to deal with the Admin insanity of the USM model. The lack of Governance and oversite of end users is plain crazy. Not being able to control who can and can't create assets was the last straw for us.

Pamela

so agree! I negotiated a renewal with additional licenses before the model switched over. This model is not good and gives zero control from an Info sec and financial oversight perspective. The Customer's Admin should determine who gets licenses and not Smartsheet. I am fine with them saying to edit you need a license. Then remove the "editor can share" access. Giving users provisional licenses is not a way to manage user access and info security concerns on what is being housed in tool. I have been frustrated. I know my account rep and customer success manager have struggled to get info internally. So this is a top down decision after acquisition with little thought to customer needs.

tim.wimmer49936

@Pamela @Kia Gibbs Agree. Here is previous post we submitted in product ideas, but I don't think they care about security on our part. They just seem to want uncontrolled usage and licensing sprawl.

https://community.smartsheet.com/discussion/141313/restore-asset-creation-controls-in-smartsheet-usm

Pamela

Agree. I am curtailing the use until they resolve it. The cost is not the issue. We have internal access and control audits on systems. Smartsheet is a system in our info sec eyes. This is a nightmare to manage

Darren Mullen

@Pamela Agreed as well that Smartsheet is just forcing what they think is good for you. It's very Orwellian.

"This is being done to add value to you, not create an inconvenience"

But I can't think how anyone seriously believes that?

SueinSpain

We have taken smartsheet's dynamic view and so all our users access data through that. Only my 7 fully licenced users are shared to any smartsheet - to retain control

tim.wimmer49936

We looked at that and it was cost prohibitive.

rwholland

Is there a way to change the user type before the renewal/conversion to the new system?

Darren Mullen

@rwholland Of course not. But don't worry that's to add value.

Sorry, couldn't help the sarcasm. It's just too unbelievable that Smartsheet released such a convoluted and customer crushing system.

So, in short that's the issue. Smartsheet tells you what is best for you without giving you a chance to fix it until after the renewal, wasting more time and resources on the customer and I assume Smartsheet side too?

Lovely system :)

tim.wimmer49936

It doesn't much matter because the conversion is going to make any user that has any editing or commenting permission a full member. Even if someone only has commenting permission on a single sheet, they will now have access to create assets. Then they can share them to others as editors, and then those people become members if they aren't already in the system. Theres no proactive oversite. The whole provisional member scheme is idiotic and nothing but a headache for Administrators and creates security concerns.

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