After having been an advanced business account user for a long period I took a rest from Smartsheet and cancelled my account.
Recently, I signed up again as a single Pro user, paying annually in advance, which ought to provide web-based ticketing support.
Unfortunately, Smartsheet fails to recognise ownership of my account so doesn't open my old sheets, reports and dashboards etc and asks me to upgrade.
Multiple support requests have not been responded to - it is clear that web-based ticketing support does not actually exist on Pro plans.
So, then I thought that I could upgrade my Pro account to Business but the plan structure prevents this unless I add two (non-existent) users which triples my account fee to approx. $1000 per year!
That was when I discovered that Smartsheet's terms state that Canceled accounts don’t qualify for pro-rated refunds.
My takeaways are:
- Consider whether Smartsheet is a reliable, long-term platform for you and your clients.
- Do not pay yearly in advance else you will not be reimbursed for unused services if you decide to cancel.
Has anyone else had this experience? If so, how did you get the attention of Smartsheet Support? Did you resort to threats of legal action and, if so, were you successful?
