We are always honest and open about issues that occur with our service. Unfortunately that simply isn't enough for some people. Instead of suggesting a 5% refund for service downtime, people demand 30 days of free usage or full refunds (and continued service). I could spend two full weeks refunding hundreds of customers 5% in paypal, or spend two full weeks making SEscout a more stable and respectable product. Which would you prefer? This is the reason any sort of "mass" refund or crediting of some sort is unjustifiable at this point. This is also part of the reason for the switch to a new payment system.
The logistics of running an hourly based service are extremely complicated. People don't realize that in actuality the downtime is rather small. When a daily SERP tracker goes down, you lose days of service, not hours (yes it happens all the time, why do you think we created SEscout to begin with). Even at our rockiest times, you still get more SERP updates a day then you do with the best daily SERP tracker.
In no way am I saying we don't give a shit about wickedfire, for obvious reasons we wouldn't be around if it weren't for most of our users here. I'm simply stating that providing complete refunds or free months of usage for all of our users isn't a viable option as we aren't a small forum based service anymore.
I wish you the best of luck in finding a new SERP tracker, really I do. People are quick to shout at us and call us dishonest, unethical or pathetic, yet simply canceling their account and requesting a refund seems to be the last thing on their minds. We aren't a cell phone company, you have no contract of usage with us. The joy of an open market is that you are free to leave and find something better at any time.
We aren't here to kiss peoples asses and beg for forgiveness. To everyone that has been with us since the beginning we thank you, as you are the type of customers that make what we do a joy, and the reason we are still around.
