massive price increase

Been a gotomypc customer for about 10 years. Have recommended them to several clients, who now also have accounts. My account was set to renew 11/21. Checked my account online the last week of October, and the message said that the renewal would be at the same price. THEN got an email on 10/31 stating that my renewal price for the personal plan for 3 computers, would increase from $203/year for 3 to $689/year for 3 -- more than TRIPLE the price!!! I checked with my clients who also have a personal plan for 3 computers. One renewed on 10/27/17 for $198/year and the other renewed on 10/27/17 for $363/year. Both of those plans were a personal plan for 3 computers. Called their sales office, and they offered a 20% discount off the $689 = $551/year for 3. I have spent a great deal of time the last few days researching other products. This is ridiculous! Tempted to contact the FTC since it appears that the combination of LogMeIn and GotoMyPC is allowing them to screw the consumer by eliminating the competition.

Has anyone else been treated this way?

Find more posts tagged with

Accepted answers

GlennD

Hi @PhotoMill,

I apologize that this price increase came as a surprise, we sent Email notifications to all affected customers in advance of their renewal date, before the increase was in effect on their account. Your notification email was sent on 6/28/2017, I apologize if you did not receive this email from us. I'm afraid I cannot return your account to it's previous pricing, if you wish to cancel your account please call our toll-free 24/7 Support and one of our agents will assist you.

All comments

Cptrestor

I too have been a customer for many years. I am cancelling. I was not surprised that when I called to cancel that I wasnt asked "why". I'm letting my friends know not to go with this company if at all possible. I hope enough people leave to make these guys think twice. I definitely feel that I have no value for being a long term customer.

GTW01

I recently checked my account and I found out that I had a price increase as well. I was only using one computer but noticed they had been charging me for two for the last six months. So instead of 12 bucks a month, they have been charging me $xx.00 each month since January (includes the price increase). I called Customer Support/Billing and Jack notified me that there was nothing that can be done even though they had been charging me for two computers wrongly. I asked for a person in accounting but he said they were unable to do anything about it even if the CEO told them to provide a refund. I told Jack to stop trying to solve my problem and connect me to someone in accounting but he was unable to understand my request. I loved their product but canceled my account and will make sure I get everyone of my clients off the product. Keep up the good work, Jack.

frood1168

My subscription went up to $xxx. I've been a subscriber since 2011 when I paid $xxx for essentially the same services. I have used LMI to manage a couple of computers for personal use. In the last three years, the price has jumped x%. Last year, my sub. was $xxx, and the year before it was $xxx. If you call that "steady" then I think you do not have a good understanding of it's meaning.

Good bye LMI...

--Dan M.

CFuller1

Same thig with our comapny.This massive price increase is ridiculous, we will opt for a different service,even though we love their product. It is price gouging at it's finest. I know of several large accounts who will be canceling service because of this outrageous increase. I never wish ill will on any company, we are all just trying to make it in business , provide a good product or a quality service at a fair price, this is not how you do that, I am sure they willl regret this price increase as it will surely lead to a masive loss of business. At this point, they have lost my trust and my business. Nice job!

Regards,

Chris

hfi

@GlennD

"we sent Email notifications to all affected customers in advance of their renewal date, before the increase was in effect on their account."

This is not true at all. Ourselves, as well as others received no notification whatsoever, so you are either unaware of this or are outright lying. Which one is it?

The behaviour of your company in A) massively hiking the prices with no change in service. Our price plan was increased by 154% Automatucally renewing this new price hike in a 12 month contract without notifying us is nothng short of an outrage.

This practice surely can't be legal. Has Martin Shkreli recently joined the logmein board? You will find very quickly that your recent underhand price gouging actions results in a massive loss in your customers. Way to go. Give yourselves a well deserved pat on the back.

Regards

Paul

mfhazen

I was happy with the product until the huge price increase. When I called about it, I found out what the company is really all about. The pricing on the web page says one thing and I am getting charged more. After 3 calls with very defensive and ultimately poorly trained (in customer support) representitves, I finally found someone that acknowledged there was a descrepency. I am a busy person and have spent time I don't really have with people who don't seem to have any real solutions... Boo to Go to my pc support... I'm going shopping. Im sure there is another vender offering the same solution that values their customer no matter how small. I've recommended your product to many... now I'm embarassed. Never again, in fact I'm inclined to say beware of of the whole product line. I'm done.

GlennD

Hi @PhotoMill,

PhotoMill

GlenD..., what other software company do YOU deal with that doubles it's price without notice and expects customers to just shut up and eat it. This is BS in it's purest form. What ever happened to "honest business" ?? What you guys have done, makes me want to puke. I had the highest regard for Citrix. What a let down. I'll be pulling the plug as soon as I find a replacement. You DO have competition !!! Either my pricing goes back to original plan (with an account rebate) or I'm out of here and will start letting my contacts know all about this situation. Sorry, a 20% shut up discount will simply not cut it !! Oh, and please explain about the former "discounted" pricing !! No, it was NOT discounted pricing, it was the price that I agreed was to be fair, eons ago, as did Citrix. That's why I've been a loyal, hassel free customer "up until now" !! I will be posting your answer so make it good and clear please.

Thank you.

PhotoMill

You are not alone. At least you were notified of an increase. I just found out by fine combing my bank account. This is sick. Unless pricing is brought back to normal, I will close my account and let everyone know via FaceBook and Twitter on how we have been treated at this end. Fat cat CEO's and shareholders !! Getting sick of it all. I joined Citrix via "GoToMyPC" in the best of faith. This is what I now get in return.... On top of that, I have egg on face for letting so many others know about the Citrix family of programs. Discusted !!

GlennD

Hi,

I appreciate that for customers that have been paying a discounted price for their subscription, this may feel like a large increase. As we are always investing in innovation and working to provide you with the best remote access experience, we sometimes need to increase the price on our services to keep up with an ever-changing and competitive industry. Our goal is to keep prices steady and consistent, which is why we have recently increased you to our current list price.

lewis1256

Just received my renewal. Have ten computers on the account , price for the year is $xxx. WOW!! Was $xxx.00 or so last year I think. What a rip.