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21. Steve wrote:

    eHarmony_Consumer_Complaints

    My complaint is basically deceptive advertising and lack of response from there customer service via email request.

    1st. – during the initial browsing on what they called a free comunication weekend the matching sends numerous email match’s in your area but of course no pictures of match’s unless you subscribe as well as the comunication method is a fill in the blank question that a member may ask you questions “guided comunication” which is a joke.

    2nd. then I finally decided to subscribe on the last chance spring offer and my original fear which came true was they try and auto-renew after your period runs out meaning they have your credit card number and charge – well the deceptive part of this is they say during the process that when you get to the confirmation page you can dis-able the auto renewal feature but no valid link was listed and I emailed the support staff asking them on steps to disable the auto renewal to my credit card and no response at all – so this business practice prompted me to immed. cancel my subscription and I anticipate problems with charges on my credit card and will likely end up in a dispute charge process.
    Thanks for your website – I really hope that someone has launched complaints to the AG office on eharmony.

    Steve – Texas

    [Ed's note: The above text was copied from http://www.ripoffreport.com/Dating-services/EHarmony/eharmony-deceptive-advertising-wfbew.htm , dated March 11, 2008]

    google “eharmony complaints” to see how customer service treats it’s customers

    Posted 30 Sep 2009 at 3:18 pm ¶
22. SP wrote:

    Thanks “Elizabeth R”, “Ron”, “ScottC”, “SingleGuyinNC” for illustrating how eHarmony employee(s) feel and behave towards customers and potential customers. Your comments are clearer than the 29 scales of personality your site provides.

    I had posted here- to learn why as a potential customer, eHarmony’s site was not working correctly on the payment screen. I was hoping to learn from other users who may have experienced this problem. I did not post to be harangued by an insecure worker at eHarmony.

    The issue remains eHarmony’s site payment screen has not been fixed after 6 days. And according to the eHarmony worker, this only affects approximately 43% of site users. Fascinating.

    I learned an eHarmony employee monitors this board and voluntarily posts unhelpful comments, purporting to be doing so in the capacity of an employee resolving issues. Instead of resolving issues to help the company and customers, like investigating how this “glitch” happened, how to avoid it, OR if it is likely to be resolved,.. she dishes insults.

    The insults and insinuations of those who claim to work for eHarmony is amazing. Bashing and trashing other dating sites with pure misinformation, lying about the services available on their site, and best of all, insulting potential customers trying to learn basic payment info (which is broken) to join eHarmony’s site.

    Their comments read like high school bully’s. Making up fake rumors and personas to further insult a potential customer who had a problem enrolling in their service. The insults and make-believe is laughable. However, as employee(s) of eHarmony, it shows either a spirit of corruption at eHarmony or very bad character judgment on eHarmony’s part in hiring malicious low-life not suited for any Customer Service roles.

    Employee(s) who are using company time and position, enlightening the world in a public forum about how little they care about their company’s sales, reputation or customers, don’t deserve pay or position. Does their behavior violates the terms of employment?

    My hope would be eHarmony will dispose of such poor employees and work to improve and provide a worthy and ethical service, as one would expect from a service associated with Dr. Neil Clark Warren.

    Posted 30 Sep 2009 at 5:37 pm ¶
23. SingleGuyInNC wrote:

    SP,

    First of all, regarding your issue, you may be surprised to find out that us “old timer” account holders who have been on eHarmony for over 3 years or more apparently don’t have these tabs you speak of when we subscribe or the option for the totalconnect nonsense plan. When I renewed yesterday, it went straight through to the payment from entering the code. There was a list of checkboxes for securecall, the PPP, etc, which of course, I bypassed. No tabs or screen as pictured in the other post. So, I can’t even verify what you are talking about.

    eHarmony “diverged” at some point in time about a year ago and they have occasionally done things to new accounts that they haven’t done to older ones if you read the collaborations on this blog. You might want to take that into account that some of us will not even be able to help you out as the more sage members are older account holders and don’t always see the same stuff that a newer account holder has.

    Where did you learn that an eHarmony employee monitors this board and posts to it? You say “she”. Are you referring to Elizabeth R? Uhh, check your facts. Re-read the thread. You asked her if she was an eHarmony employee. She did NOT affirm that anywhere in this discussion. You mistakenly inferred that.

    I am NOT an eHarmony employee and from what I’ve read and interacted with the other posters over the years I’ve been reading and contributing, they are not, either, although it is an interesting question to think about in a “what rhymes with orange” robot detection sense…

    Have you ever heard the saying that we have been given two ears and one mouth, therefore, listen twice as much as you speak? In this case, substitute read for listen and write for post. You would benefit from READING THE BLOG FROM START TO FINISH before posting further and embarrassing yourself further. There is a lot of valuable information on here that you clearly have not read.

    If think you are frustrated with eHarmony after just a few days (and potentially you are not even a subscriber since you can’t get to the cheaper plans) try imagining being a subscriber for three years like some of us have. Maybe you really don’t want to subscribe…

    Posted 30 Sep 2009 at 6:12 pm ¶
24. SingleGuyInNC wrote:

    Steve in Texas: call them. I have found e-mail customer support to be pretty lacking for most dating sites. The other issue I pointed out elsewhere is they have some codes/plans that bill monthly. If that’s what you are on, you may not be able to cancel until the last month is billed.

    Posted 30 Sep 2009 at 6:14 pm ¶
25. eharmonyblog wrote:

    SingleGuyInNC, the post by Steve is a copy-paste from another website, dated March 11, 2008. His complaint is 18 months old, so I doubt very much that the same Steve posted it. You’re so kind to have replied to it.

    It seems only 2009-made EH accounts get the TC plan. As we wrote this morning, Compatible Partners accounts also don’t have TC plans. Canada, Australia and UK, of course, don’t have TC because they don’t have RelyID.

    Elizabeth, the Basic Tab works in my vanilla FireFox 3.5. That should be a few more percentage points of what-have-you.

    Hmm, this was the busiest weekend ever in this blog. We published 16 articles and 83 comments and received 460 poll votes in the last 4 days. Thank you guys for participating in this blog. The company needs to catch up on a lot of reading!

    Lastly, SP, by the way, unlike other blogs, anyone can post articles in eHarmony Blog. If you’re interested, read http://www.pinoy.ca/eharmony/855 .

    Posted 30 Sep 2009 at 7:40 pm ¶
26. SingleGuyInNC wrote:

    EST, you are not alone. I have been there and done that and have written about it on here. That is another major annoyance. The e-mail customer service is a pain to contact and get a reasonable response from. The phone customer service seems to be inconsistent with regards to negotiation and honoring “competitive” promotions. It is not worth fighting with them. Just hang up, maybe call again the next day and get another CS rep, maybe with a more cooperative supervisor. If it’s clearly going south in a few minutes of conversation tell ‘em thanks again and try…although you have to factor in how much is your time worth…

    That’s why I just renewed for 1 month this week using the working code instead of getting my nerves in a bundle.

    Apparently, the customer is rarely right at eHarmony?

    Posted 01 Oct 2009 at 7:53 pm ¶
27. SP wrote:

    I did read this entire thread before posting along with other threads on http://www.pinoy.ca/eharmony. If you don’t have a job at eHarmony or pinoy, get one! Based on your 40hr/wk contributions of random details regarding eHarmony, you already have.

    Second, IF YOU AREN’T FAMILIAR WITH THE SCREEN (AND TABS) THAT A NEW USER EXPERIENCES, THEN YOU DON’T UNDERSTAND THE FRUSTRATION. Why post about something you know NOTHING about? Better yet, you lecture, accuse and insult someone based on something you self-profess, you have no experience with.

    Third, My employer, a fortune 100 company uses consumer complaints as valuable (and free) feedback to institute changes, rather than merely smearing the complaint and abusing someone who encounters a problem with their site.

    Given that the tab is has still not been fixed, which affects a large group of NEW users (NEW USERS. The ones who NEED the best possible interface as they are NEW USERS) a responsible company would remove the tab or fix it, within a short time-frame.

    Unless:
    A. It was an intentional glitch
    B. They were unaware of it. or
    C. They don’t give a damn.

    My original post regarding this issue gave the benefit of the doubt B. (eHarmony needs a usability test) and posted about a gaping weakness many new users encounter.

    Since eHarmony “workers” do read this blog, and the company pays for hundreds of thousands in weekly TV ads, you think they ‘might’ care.

    Apparently they, do “care.” But only to let out the hounds. An attempt to preserve image, not to improve customer experience. They still could.. Or is it A?

    SingleGuyinNC- Interesting how now you are working to cover Elizabeth’s tracks, by denouncing her as a “worker” at eHarmony. Clearly doing your corporate “damage control. ” I’m glad you are so proud of your years of experience with eHarmony. Hope you get that watch, one day.

    Posted 03 Oct 2009 at 1:00 am ¶
28. eharmonyblog wrote:

    Dear SP,

    The Firefox version you are using is from November 2007. Firefox 3 came out in June 2008 and Firefox 3.5 came out in June 2009. (Hint! Hint!) I can tell you that the tab works in the latter two because I myself have just tried them out.

    I hope you meet the partner you are looking for.

    Now if you would excuse me I need to uninstall all these Firefoxes from my computer.

    Posted 03 Oct 2009 at 6:41 am ¶
29. SingleGuyInNC wrote:

    SP,

    Perhaps your corporate mindset can’t fathom this as an academic research community where folks share openly what they have found. Just like in academia, we have “specializations” and just like in academia, we spend entirely too much time in just our discipline as evidenced by the copious number of posts that I’ve written over the years. Since I got my eH “system” down to a science (thanks to many of eHB’s suggestions) where it takes all of 5 minutes a day to deal with, what else do I have to do when I’m waiting for matches to not respond to communications? Blog about it…

    I do not feel the compulsion as eHB does to open multiple accounts on eH across the timespan to see the various changes. That aspect of “eH research” doesn’t interest me. I’ve got what I’ve got, I’m not going to re-open a new account only to waste my matches to be re-matched with all the folks that have rejected me already just for one or two new features.

    If you want to meet someone and you’ve chosen internet dating as your path then you obviously are going to invest whatever resources you have to making that method work. There were none, so in the spirit of “open source” I published whatever I found out.

    If I was an eH employee why would I routinely mention bugs on here (where I have often mentioned that they were not terribly complicated to fix if you have even the most rudimentary software development skills) instead of submitting them to a developer to simply fix them? Why would eH want bad PR about bugs on their site to get out to the public through a non-authorized channel?

    What you can’t seem to break away from (in addition to the fact that eHarmony is out to get people by placing spies on this blog) is that they are NOT a Fortune 100 company. Are ANY dating companies or their parent holding companies even on the Fortune list? Yahoo! is but their dating site is only a small part of their business.

    They just don’t respond to the concerns we keep telling them about or IF they do, it takes MONTHS and not a few days. Look back and see that this has been the case over the years. The small companies I’ve worked for and even in government, this sort of lack of response would not be tolerated, especially since we are pretty sure that they know about this blog.

    Why would I continue to post stats of just how little matches participate during the FCWs? They can’t even GIVE THE SERVICE AWAY and get people to use it. I try to put a positive spin on it only because I hate to dissuade the people reading this that it might actually work for.

    I am a poor poster boy for eH being a good matching service if I’ve been looking for THREE YEARS and it has yet to produce any sort of relationship and goodness knows I am not being overly picky about my matches as I initiate communication with nearly all of them. Wouldn’t you think that eH would want me to shut up? Three years and he’s explored just about all the tweaks and tricks there are and still no success? Personally, I think my persistence (arguably hardheadedness) that I am a good example to our readers that you shouldn’t keep renewing with the expectation that you will eventually get success.

    Maybe it is just me? In which case, I guess it makes sense that I have no life and continue to post to this blog as a form of catharsis for my lack of success in the romantic realm.

    I usually post to e-mail lists and forums of my various avocations with my full name so that this credibility thing is a moot point. I do so because I am generally confident enough about what I’m saying to stake my name on it and take responsibility when it is wrong (and I’ve been wrong on here a few times). So pardon me for treating my leisure interests so seriously that you think this is my full-time job but this one is a little too sensitive for me to disclose my identity to the general public.

    Clearly you will not be satisfied until I send you adequate documentation to prove that I am not an eHarmony employee. However, I can just as easily say that you are an eHarmony employee trying to dissuade me from continuing to post on here.

    I’ve been here for three years. You are the new outsider and thus the burden of proof is for you to prove that you are not the eHarmony corporate troll.

    I have actually met a fellow contributor to this blog in person and they can vouch for me. Can you say the same?

    Have a good day and good luck finding a partner on eHarmony. You are going to need it.

    Posted 03 Oct 2009 at 11:23 am ¶
30. Jensen wrote:

    Why not try clearing your cache/cookie? That should fix your issues. I’m seeing the second tab, with zero issues.

    Posted 03 Oct 2009 at 11:51 pm ¶
31. Pyke wrote:

    SingleGuyInNC, can I invite you to read my essay http://www.pinoy.ca/eharmony/1151 and share your thoughts on it?

    Pyke

    Posted 04 Oct 2009 at 7:55 am ¶
32. Ron wrote:

    We never heard from SP again. Was SP sent away? Banned? Wisened to join other sites?

    Posted 18 Oct 2009 at 5:49 am ¶
33. jamie wrote:

    This is related to the broken basic plan tab on eharmony…. I had the same problem until it occurred to me to use a different browser… so I closed google chrome and reopened in explorer… and bam it worked… good luck.

    Posted 20 Oct 2009 at 10:42 pm ¶
34. Lulu wrote:

    I’m not feeling a lot of “harmony” in “eharmony.”
    The only person that sounds professional here is SP. Kudos to you for remaining composed and respectful to others despite the verbal abuse and rude comments.

    I’ve experienced the problem with that SP is talking about regarding the Basic tab while trying to subscribe last night and again this morning. So I did some investigating… At first I didn’t notice that the Basic plan was even an option until I read the fine print and tried clicking on it afterwards. Definitely a major issue that needs to be fixed. I realize it could be a browser problem so I have tried other browsers and the problem persists. Updating the browser would probably fix the problem but that is not the issue.

    There will be a lot of people signing up for the Total Plan because they can’t access the Basic Plan or even know it exists.

    I think that is pretty shady business since the problem is persists. Sure I can call customer service and probably pay for my subscription over the phone but the fact is I am completely turned off by a company that is is built on trust but can’t seem to deliver what it promises.

    Posted 18 Nov 2009 at 11:11 am ¶
35. Elizabeth R wrote:

    Damn it, is that thing still broken?

    Posted 18 Nov 2009 at 10:16 pm ¶
36. Anonymous wrote:

    Yep I am about to go back to the other dating site I was a member of

    Posted 20 Nov 2009 at 9:58 pm ¶

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