| Pages in topic: [1 2 3] > | Wow, I am no longer allowed to get a subscription to DeepL (‘due to internal policies’)! Thread poster: Michael Beijer
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Michael Beijer 
United Kingdom
Local time: 17:53
Member (2009)
Dutch to English
+ ...
What a terrible company. So this is what happened.
A while back, I tried to renew my subscription to DeepL Pro, which had lapsed. However, their payment website wasn't working properly, and so my payments kept failing at the last moment. I tried to contact their support, but they took literally 11 days (!!!) to get back to me with a non-automated reply telling me that they had fixed the problem.
That same day I got one of those automated emails asking me to rate ... See more What a terrible company. So this is what happened.
A while back, I tried to renew my subscription to DeepL Pro, which had lapsed. However, their payment website wasn't working properly, and so my payments kept failing at the last moment. I tried to contact their support, but they took literally 11 days (!!!) to get back to me with a non-automated reply telling me that they had fixed the problem.
That same day I got one of those automated emails asking me to rate the support I had been given. Ha ha, so I answered honestly that 11 days is WAY too long to wait, and that I was in the meantime considering no longer using DeepL, and instead getting an Intento subscription, which gives me access to DeepL, plus a whole bunch of other MT services. Intento has great support, by the way.
Here is the email I got this morning from DeepL:
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Dear Michael,
Thank you for contacting DeepL Support!
We are sorry that you could not successfully complete your booking process.
We have reviewed your case and regret to inform you that, due to internal policies, we have to reject your request to conclude a contract with us and therefore cannot offer you a DeepL Pro subscription.
Thank you for your understanding.
Kind regards,
DeepL Support
Elias
Customer Support Specialist I Support
==============================================================
I am going to send them a link to this thread as thanks for such great service. ▲ Collapse
| | | | Michael Beijer
United Kingdom
Local time: 17:53
Member (2009)
Dutch to English
+ ...
TOPIC STARTER | Emanuele Vacca
Italy
Local time: 18:53
Member (2020)
English to Italian
| Unprofessionalism | Mar 1, 2023 |
That is such unprofessional behaviour! Come on, are they aware that this silly decision could almost ruin your life if you rely on their service, which is very often the case?
| | | | Samuel Murray
Netherlands
Local time: 18:53
Member (2006)
English to Afrikaans
+ ...
Michael Beijer wrote:
We have reviewed your case and regret to inform you that, due to internal policies, we have to reject your request to conclude a contract with us and therefore cannot offer you a DeepL Pro subscription.
At the same time, you have to give them respect for that response. (-:
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Michael Beijer
United Kingdom
Local time: 17:53
Member (2009)
Dutch to English
+ ...
TOPIC STARTER | ha ha, indeed | Mar 1, 2023 |
Samuel Murray wrote:
Michael Beijer wrote:
We have reviewed your case and regret to inform you that, due to internal policies, we have to reject your request to conclude a contract with us and therefore cannot offer you a DeepL Pro subscription.
At the same time, you have to give them respect for that response. (-:
I wonder though, exactly what did I do that caused their decision?
1. Saying I thought their support response was way too slow?
2. Saying that I was considering using another service, via which the user can also access their service?
3. Or something else?
I'll report back if and when they tell me which ‘internal policy’ I pissed off.
| | | | Michael Beijer
United Kingdom
Local time: 17:53
Member (2009)
Dutch to English
+ ...
TOPIC STARTER
Emanuele Vacca wrote:
That is such unprofessional behaviour! Come on, are they aware that this silly decision could almost ruin your life if you rely on their service, which is very often the case?
Luckily, I don't rely on DeepL to make a living, but I agree, there are people who would be very sad indeed to permanently lose access to their service (in their CAT tool, via their API).
What's unprofessional in my view is that they told me I could no longer use their service, but did not spell out exactly which ‘internal policy’ I have violated.
| | | | | A life ruined | Mar 1, 2023 |
So now you might have to, like, translate stuff yourself?
| | | | Oliver Simões
United States
Local time: 09:53
English to Portuguese
+ ...
Samuel Murray wrote:
At the same time, you have to give them respect for that response. (-:
Respect for being denied service? And being given a lame excuse?
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ritz mollema
Malta
Local time: 18:53
Member (2008)
German to Dutch
+ ...
| Similar Support Deception with DeepL | Mar 1, 2023 |
Their Support seems to be overworked and moreover unqualified. After they charged my credit card faulty for a year s contribution, instead of a month payment as ordered , they kept charging my card about 40 times, till my card provider blocked my account. Meanwhile they ignored 5 or 6 messages from me and I now pressed criminal charges at the Cologne District attorney’s office directly. They are sinking deeply at the time.
Ritz Mollema
| | | | Tom in London
United Kingdom
Local time: 17:53
Member (2008)
Italian to English
ritz mollema wrote:
Their Support seems to be overworked and moreover unqualified. After they charged my credit card faulty for a year s contribution, instead of a month payment as ordered , they kept charging my card about 40 times, till my card provider blocked my account. Meanwhile they ignored 5 or 6 messages from me and I now pressed criminal charges at the Cologne District attorney’s office directly. They are sinking deeply at the time.
Ritz Mollema
I'm so glad I have nothing to do with them.
| | | | Michael Beijer
United Kingdom
Local time: 17:53
Member (2009)
Dutch to English
+ ...
TOPIC STARTER | just received the following email: | Mar 1, 2023 |
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Dear Michael,
As already described in the last e-mail, the reasons are based on internal policies. Please understand that we cannot explain our internal guidelines any further.
Kind regards
Elias
Customer Support Specialist I Support
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To which my reply was:
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Hi Elias,
I find it ver... See more =================================
Dear Michael,
As already described in the last e-mail, the reasons are based on internal policies. Please understand that we cannot explain our internal guidelines any further.
Kind regards
Elias
Customer Support Specialist I Support
=================================
To which my reply was:
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Hi Elias,
I find it very peculiar that potential customers are being told they cannot use your service without being given any explanation. It begs the question of why your company would adopt such a policy, as this is guaranteed to generate negative publicity.
I regret to inform you that I will be sharing my disappointment with your company's conduct with my colleagues in the industry through various online forums and mailing lists, and I will no longer recommend DeepL as one of my preferred MT services. Your company used to be one of my favorites, and I am extremely disappointed.
Furthermore, I will be contacting several individuals who cover news in the translation industry to raise awareness of this issue. It is essential that other translators be aware of the possibility of being denied service without any explanation. This is a ludicrous situation that cannot be ignored.
Best regards,
Michael
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| | | | Michael Beijer
United Kingdom
Local time: 17:53
Member (2009)
Dutch to English
+ ...
TOPIC STARTER
Ice Scream wrote:
So now you might have to, like, translate stuff yourself?
I'm a technical translator and do 4,000–5,000 words a day. I'd be a fool to manually type (or dictate) all that. However, let's try to stay on topic; there are already enough other threads on Proz on how terrible it is to use MT as a professional translator, blah blah bah. The reason I started this thread was to warn fellow translators about DeepL as a company. It's just not cool to refuse someone service but also refuse to tell them why.
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Michael Beijer wrote:
Ice Scream wrote:
So now you might have to, like, translate stuff yourself?
I'm a technical translator and do 4,000–5,000 words a day. I'd be a fool to manually type (or dictate) all that. However, let's try to stay on topic; there are already enough other threads on Proz on how terrible it is to use MT as a professional translator, blah blah bah. The reason I started this thread was to warn fellow translators about DeepL as a company. It's just not cool to refuse someone service but also refuse to tell them why.
The smiley was to make absolutely sure it was taken as a joke…
I imagine you’ve been turned down because of your reaction. So they cocked up; everyone does sometimes. You didn’t really need to throw all your toys out of the pram in public.
| | | | Thomas Pfann
United Kingdom
Local time: 17:53
Member (2006)
English to German
+ ...
| 'due to internal policies' or as we say in German: 'aus Gründen' | Mar 1, 2023 |
Intriguing. But of course there are always two sides to every story. It would be interesting to know what you wrote before they told you "to eff off". Something must have triggered them.
| | | | Michael Beijer
United Kingdom
Local time: 17:53
Member (2009)
Dutch to English
+ ...
TOPIC STARTER | Racking my brains here if I am perhaps forgetting some other crime. | Mar 1, 2023 |
Thomas Pfann wrote:
Intriguing. But of course there are always two sides to every story. It would be interesting to know what you wrote before they told you "to eff off". Something must have triggered them.
The only thing I can think of is that, when asked by their automated email asking me to rate the support I had been given, I said that 11 days is WAY too long to wait, and that I was in the meantime considering no longer using DeepL, and instead getting an Intento subscription, which gives me access to DeepL, plus a whole bunch of other MT services.
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