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FogBugz Apology Email (twitter.com/vyrotek)
46 points by vyrotek 6 days ago | hide | past | favorite | 7 comments





Context and previous discussion: https://news.ycombinator.com/item?id=32874311

Just got my email, and wow, that's really not much of an apology:

"Our original and only intended email, which was controlled by humans, was to inform you that the “free,” non-expiring version of FogBugz is being phased out on October 17, 2022. Additionally, we wanted to offer you the option to continue using FogBugz by updating your account to a paid subscription. "

In my case, that account was dormant for a decade or more - so dormant that I couldn't even login without getting Error 500. I hope that's because my account was deleted, and yet somehow that account deletion hadn't deleted my email address from their systems.

I actually tried replying to one of those emails (at success@fogbugz.com) to ask them to confirm that my account & logins were deleted from their systems - 10+ years ago - and that they wouldn't attempt to bill me (nevermind send it to collections/dunning). All I got back was an autoreply:

Hi, Please reach out to the Fogbugz support team by visiting the following portal; https://support.fogbugz.com/hc/en-us/ Thank you, Fogbugz team. This is a Sales and Success message delivered by Kayako.

Creating a support account login so that I could ask them to delete my account seemed contrary to what I was trying to do.


Dear FogBugz User,

Mea culpa — sincerely,

We've become well aware of the maelstrom of concern and comments caused by a series of emails that some of you received, but to explain, we were just as surprised as you when multiple emails were sent. Our original and only intended email, which was controlled by humans, was to inform you that the "free," non-expiring version of FogBugz is being phased out on October 17, 2022. Additionally, we wanted to offer you the option to continue using FogBugz by updating your account to a paid subscription. This was the entire, planned effort.

However, once we updated the accounts that had been identified as free and non-expiring in the internal FogBugz accounting system, the software automatically generated a form email, notifying you that we had summarily converted you to a paid account, and worse, actually triggering collection/dunning notices to some. This was unintended and is not accurate. Yes, we've owned the software for some time and should know all of the nooks and crannies by now. We don't know if this was a nook or a cranny, but it decided to act on its own. Truth. It's embarrassing, and we'd react the same way as many of you have. So this email is to set the record straight.

We do not automatically charge any customer for usage of the software unless a subscription has been expressly elected, despite what the erroneous auto-email stated.

"it decided to act on its own"

Seriously? That's your excuse? Professional software devs take responsibility for their code


It's almost as if they don't test their software. I mean what's the worse that can happen to not test your internal accounting system? It's only money. /s

The time between event and apology suggests they were trying to see if they could get away with it.

I feel like this should not have taken 5 days to notify that this was indeed in error. Put out a one-sentence tweet acknowledging there may be a problem.

Yikes.



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