Billing Question

Sean Richards

Hi, I switched from a Personal account to a Business account with 3 licences. I cannot for the life of me get any emails for payment, nor can I see my account and billing information to edit and make changes, or to fix whatever is going so I can't see any of this.

I arranged the changeover with a sales rep, they have escalated this issue to CSR and I did receive an auto generated email saying support ticket created, but no contact with me whether by email or phone. This has been going on nearly three weeks when I swapped over to a business account.

I just want to pay these people, and I can't, and its coming on three weeks and with 30 payment terms, soon I will have access to SS cancelled if I don't get it sorted out. I am beyond confused, and more than a little frustrated.

Anyone else having this issue? How did you resolve it? How do I speak to a human a SmartSheet?? Is there an actual billing department at all? A tech support department? Starting to feel like we've been had here. Thanks for anything you can suggest.

Genevieve P.

Hi @Sean Richards

Thank you for your patience as we looked into this issue! I can see that you have successfully been in touch with our Finance department to update the billing information on your account, and they are working with you directly to answer any other billing questions you have.

Cheers,

Genevieve

Genevieve P.

Hi @Sean Richards

I will also check in with our Finance department to ensure they're receiving your emails and communication so we can have this resolved as soon as possible. I’ll follow-up with you on this post once I have more information.

Thank you,

Genevieve

Sean Richards

With numerous calls and emails to Finance there is no reason to believe they aren’t aware of the issue, but with no reply after repeated attempts by various methods over a couple of weeks, as far as I am concerned it seems you don’t actually have a Finance department to speak of.

Genevieve P.

Hi @Sean Richards

Thank you for your patience as we looked into this issue! I can see that you have successfully been in touch with our Finance department to update the billing information on your account, and they are working with you directly to answer any other billing questions you have.

Cheers,

Genevieve

Sean Richards

Yes, finally someone has been in touch and yet I am still quite frustrated.

Finance has told me there is no way to view or access the contact information SmartSheet has for my business, and I need to speak to Finance directly to make any changes or updates. All of this needs to be done through some cryptic method, and I can never see it all in one place. All of that completely contradicts what the sales rep was telling me the past three weeks.

Not only that, but just just contacting someone took nearly a month, with unanswered phone calls, numerous emails, and finally attempts via community forums, which in the end you replied to. Throughout I was in regular contact with a sales rep, who was completely unable to get anyone to respond to me either; ultimately they even had their manager on the email thread but that person never once jumped in to assist or escalate any of this. If nothing else, your sales team should know the facts and be able to offer honest answers so customers can decide in advance whether they want to make a purchase or upgrade.

Honestly, this is unbelievable for a supposed tech company offering a product aimed at making work life easier for people. I've spent more time trying to pay for this upgrade than using the product itself. We've now spent thousands of dollars on research and development to make SmartSheet work, yet at this stage all we want to do is find another product run by people who know what they are doing. I am sure you can agree that isn't the impression you are hoping will be left as the lasting one.

Genevieve P.

Hi Sean,

Yes, I can understand your frustration. I’ve passed your feedback on to our Sales team, thank you, and I have submitted an enhancement request on your behalf to our Product team to request the ability to update Billing Information directly through the App when an account is set to Invoicing.

What you've encountered is not our normal standard of service. Please be assured that we are working to improve our internal processes.

Thank you,

Genevieve