My company, an online merchant, has been a customer of points.com's Points Select loyalty program since last July. These kinds of programs don't just take off on their own. They take customer development, advertising, programming, man hours.... in other words, money!
Today we received a "Dear John" email from them with no explanation with regard to the reason. They are simply dumping us as of September 1st or when our balance reaches zero, whichever comes first.
We have been trying to get the new banners for weeks, as they have added new program participants which we desperately wanted to promote. One reply claiming they were working on getting them for us, but no banners. Now we have spent all this time and money developing this program in more ways than I can describe here, and BAM. Adios!
FYI, this program isn't cheap. At a cost of $0.0425/mile or point, it is not something any of us would ever purchase for ourselves. It's also on autopilot for them. We do all the work, going to their website to enter customer email addresses, names and number of points to award, at which point the customer receives an auto-generated email with their claim code.
Having read nothing positive about points.com on these threads, I was thinking that we had found the one good thing they had to offer. Now we are just screwed. More time undoing all the things we have spent time doing for the last year, and hoping we don't miss anything. Possibly losing customers that we have invested our time and money to develop.
We are angry, stunned and financially damaged as a result of this inexplicable action. What arrogance to just boot a good, paying customer who isn't simply low maintenance, but virtually NO maintenance for them. As I said, it's all self service.
I'm hoping to find others who have had experience with these people and can possibly shed some light on what, if any measures we could take to convince them to continue to take our money. If there were any kind of competition to their service, we would simply laugh and switch, but they were exactly what we had looked for for years.
Anyone have any experience and/or hope to share, please?
Right now, we are just sitting around :mad:
Today we received a "Dear John" email from them with no explanation with regard to the reason. They are simply dumping us as of September 1st or when our balance reaches zero, whichever comes first.
We have been trying to get the new banners for weeks, as they have added new program participants which we desperately wanted to promote. One reply claiming they were working on getting them for us, but no banners. Now we have spent all this time and money developing this program in more ways than I can describe here, and BAM. Adios!
FYI, this program isn't cheap. At a cost of $0.0425/mile or point, it is not something any of us would ever purchase for ourselves. It's also on autopilot for them. We do all the work, going to their website to enter customer email addresses, names and number of points to award, at which point the customer receives an auto-generated email with their claim code.
Having read nothing positive about points.com on these threads, I was thinking that we had found the one good thing they had to offer. Now we are just screwed. More time undoing all the things we have spent time doing for the last year, and hoping we don't miss anything. Possibly losing customers that we have invested our time and money to develop.
We are angry, stunned and financially damaged as a result of this inexplicable action. What arrogance to just boot a good, paying customer who isn't simply low maintenance, but virtually NO maintenance for them. As I said, it's all self service.
I'm hoping to find others who have had experience with these people and can possibly shed some light on what, if any measures we could take to convince them to continue to take our money. If there were any kind of competition to their service, we would simply laugh and switch, but they were exactly what we had looked for for years.
Anyone have any experience and/or hope to share, please?
Right now, we are just sitting around :mad: