SurveyMonkey Customer Service Issues

I purchased panel responses through SurveyMonkey on October 19th (Korea time) for a survey targeting Japanese individuals for around $[redacted]. Despite not needing to reach the minimum of 50 responses, the quality of the responses I received was extremely disappointing. The survey required respondents to complete a discourse completion task by writing a short email, but instead, I received irrelevant, irresponsible, and prank responses like 'ajdhkr,' 'haha,' 'i don't eat,' 'kvig,' 'bye.' I am deeply unhappy and frustrated to see that my money was wasted on such useless responses. I believe that SurveyMonkey should have better quality control measures in place rather than simply sending the survey out randomly without monitoring the situation. I immediately contacted customer service via email upon receiving these unsatisfactory results, but unfortunately, they were unresponsive the entire day. It is essential for them to understand that their job is not just sending out surveys but ensuring the quality of responses received. I would appreciate a refund, a partial refund excluding the few valid responses, or assistance in gathering more suitable responses. As a student on a tight budget, this experience has left me feeling lost and abandoned on their platform.

I paid for a panel response through SurveyMonkey on October 19th (Korea time) for a survey targeting Japanese participants. I spent about $[redacted] on it. While I understand that I may not reach the minimum target of 50 responses, the quality of the responses I received was disappointing. I requested a discourse completion task survey where respondents needed to write a short email, but instead, I got irrelevant, irresponsible, and prank responses like 'ajdhkr', 'haha', 'i don't eat', 'kvig', and 'bye'. I am frustrated as my money seems to have gone to waste. I believe SurveyMonkey should ensure better quality control before sending out surveys randomly. I tried to contact customer service via email immediately after receiving a few unsatisfactory results, but I received no response all day. I hope they can offer a refund, partially refund for the few completed surveys, or assist me in receiving better responses. As a student on a tight budget, I was eager to use this service, but now I feel let down and abandoned.

I've been attempting to get assistance with my email referencing ref:_00D301HuKJ._5003Avl6t0. I expected more prompt and efficient support given that I purchased a membership. I am encountering difficulties as the correct answer responses and logic are not visible on my test link survey. The contact number provided on their website redirects back to the site, and the average email response time is 4 days. It's frustrating to invest in a membership and not receive adequate help. This situation is critical for a valued client, and I am greatly let down by the level of service provided.

Hi, I recently used SurveyMonkey (Basic) for a survey and found it to be great! I then attempted to help my Director with another survey feeling empowered. Unfortunately, I didn't realize that the Basic/free version limits viewing responses to [redacted], and our survey received [redacted] responses. I've informed my Director, who already has a paid subscription (User: BAOUIT). I kindly ask if it's possible to transfer the survey responses to my Director's account, so we can view them without needing our department to purchase another package for just one survey. This would be greatly appreciated as a one-time courtesy. Sincerely, Jonathan G. Administrative Assistant Operations Support Sutter – Alta Bates Summit Medical Center Sutter Health Work: [redacted] | Ext. [redacted] Mobile: [redacted] Email: [redacted] Thank you!

I am Sandra Tucker from Southwestern Assemblies of God University in the Business Department in Waxahachie, TX. We recently renewed our Survey Monkey subscription and were mistakenly charged tax despite our tax-exempt status. Our plan was also changed to the Advantage Annual Plan without our consent. It appears that the contact information for Christi Sanders needs to be updated as she is no longer with the university. The correct contact person is Dr. Shelly Zaldivar, our Department chair. The phone number listed should be [redacted], not [redacted]. Dr. Zaldivar made changes last year to ensure that payments are not automatically charged to the Business Department's credit card, but we were still charged on October 26th. Please reach out to me at [redacted] after 10:00 am central time tomorrow to address these issues. Thank you.

I signed up thinking it was a monthly membership, but I was charged for the full amount upfront. This is not what I expected. The login issues and inability to access my account have added to my frustration. I was charged over $[redacted] when it should have been $27 per month. I want a refund for at least 11 months. I am extremely disappointed and would like this resolved promptly.

We currently have a Social Media plan that is approved for 2 users, including [redacted] and [redacted] Recently, we attempted to add a third user (lcolegrove) but encountered an error message stating we can only have 2 verified devices at a time. We are interested in possibly upgrading to a Team Plan to accommodate all 3 users. We are unsure if the Team Plan is an additional cost or replaces the Basic Plan. Could you clarify which plan we currently have? We prefer speaking with a live representative for a quicker resolution but are unable to locate the correct phone number for SM Customer Support. Assistance would be appreciated. Thank you, Lynn Colegrove Association Management Center (AMC) Chicago, IL

Last year, we disabled Auto Renew and downgraded from a Premier Account. Despite this, charges continue to be attempted on my credit card, which ends in [redacted]. The billing email associated with the account is [redacted], and the username is JLRHR1. Multiple emails have been sent without receiving any responses. I kindly request that no further charges are made to my credit card, and that Auto Renew is definitively turned OFF, as indicated in a previous email notification. I am seeking confirmation that these changes have been implemented. Thank you. Phil

We are planning to conduct a census of [redacted] stores starting tomorrow. We aim to collect basic information including store name, format, geotagged coordinates, store pictures, and time-limits for questions. The survey should be downloadable for offline completion and upload later, with an online link fill option as well. Please provide pricing details and a sample for our requirements. I would appreciate urgent guidance on setting this up for tomorrow. Thank you.

Hello, I wanted to share my dissatisfaction with the survey responses received from a Survey Monkey audience. Despite specifying job level and function, a portion of the responses did not meet the criteria I set, rendering the survey results uninformative. I am seeking guidance on how to proceed with rerunning the survey or obtaining a refund. Invoice number: [redacted]3. Thank you, HB-T

I am reaching out from the University of Alberta, Faculty of Graduate Studies and Research. We have noticed a $[redacted] charge on our Mastercard statement without any accompanying documentation. After checking with our colleagues, no one recalls making this purchase. There is a chance it might be related to an auto-renewal for a former employee, Andrea Graham, whose account we no longer have access to as she has left the institution. Andrea's email address associated with the account was [redacted] Any assistance you can offer on this matter would be greatly valued.

I have paid for a target audience of [redacted] for my dissertation research titled "Culture and HIV/AIDS-related Psychological Distress." However, I requested to receive the "invitation email" before data collection, as required by my university's Ethics Review Board. Unfortunately, the project was launched before I received the requested documentation. I have tried reaching out through the help desk multiple times with no response. Please pause data collection until I receive and get approval for the requested document from the ethics committee, as previously requested. Additionally, I specifically asked for responses from Black African Canadians born in sub-Saharan countries, but it appears that all participants are indicating Canada as their birthplace. I paid a significant amount for the desired target participants. Please review the criteria I specified: 50% women and 50% men; Black African Canadians born in a sub-Saharan country, including White Canadians. As a student who worked hard for this funding, I am desperate to obtain the correct participants. I kindly request your cooperation. Sincerely, C.

I am exploring upgrading to a paid plan for our non-profit (501C7) organization, as the free version of Survey Monkey does not display the survey results in the format I require. Currently, I have created surveys for activity sign-ups, where respondents can select their desired activities via a multiple-choice checkbox question. The issue I encounter is that the data is not organized by activity, making it challenging for me to identify who signed up for each specific activity. I am seeking a solution that simplifies this process without overwhelming our non-tech-savvy audience. I am open to suggestions for a more suitable paid plan that meets our needs effectively. Additionally, I experimented with using a separate question for each activity, but this proved difficult for participants. Any recommendations on optimizing the survey template would be appreciated. Please advise if our organization qualifies for a business or personal paid plan, as we only require one user on the account. Thank you for any guidance offered.

Dear Survey Monkey, As a sociology student who relies on your platform for research, I am facing a challenge with the recent substantial price increase from $37 to $99 per month on the standard plan. This [redacted]% hike is unaffordable for a student like me. I am seeking assistance in finding a more budget-friendly option. Perhaps there could be a discount available or the opportunity to access the Advantage Plan at a reduced rate of $[redacted] per year. A monthly payment option would also be greatly appreciated as the current cost is beyond my means. Thank you for your attention to this matter. Best regards, Chriso

Hello SurveyMonkey, I recently created the survey "Referrer Satisfaction Survey [redacted]" and utilized 7 different collector programs. Regrettably, for the collector programs labeled "South", "Southwest", "Northwest", "Rijnmond", and "Northeast", I mistakenly applied the incorrect setting regarding "Anonymys responses." I unintentionally selected "On, exclude ALL respondent information (names, email addresses, IP addresses, and custom data) from your survey results" instead of "On, only exclude personal information (names, email addresses, and IP addresses) from your survey results." Consequently, I am now missing crucial regional data from the respondents. Is there a way to recover this lost information? Thank you in advance.

Hello, I have some questions about using Survey Monkey. I work as a business analyst with the South Carolina Department of Motor Vehicles. Our goal is to send a survey to more than [redacted] dealers across the state. 1. I've been checking out your free plan, but I don't think it will be enough for our requirements. Which plan would you suggest, especially since we don't anticipate sending surveys to external customers frequently, maybe just one more time? 2. If I opt for a paid plan, can you provide an estimate of the total cost for the Department for one year?

Hello, I am interested in upgrading our free account to Team Advantage as advertised on the webpage for £25 per month for 3 users (total £[redacted] annually). However, when attempting to upgrade while logged in, the price shown is £[redacted]. How can I proceed with upgrading our account accurately? Additionally, our company qualifies as a nonprofit based on the criteria provided on your website. Could you please clarify the costs and guide us on how to apply for the reduced price through the website purchasing process? Thank you.

Hola, soy una estudiante universitaria que necesita orientación para mi investigación. Estoy en proceso de que la Junta de IRB apruebe mi propuesta, pero el costo de $[redacted], 00 es demasiado para mí como estudiante. Estoy buscando alternativas más accesibles, ya que solo necesitaré utilizarlo por uno o dos meses, y la encuesta se realizará en una semana una vez aprobada por la IRB. Agradecería sugerencias sobre opciones con tarifas más razonables.

After attempting to reach out multiple times over the past two years, I am giving you a 48-hour deadline to respond directly to address my unresolved issue. I have both a basic and upgraded Pro account, but I have been consistently charged for the Pro account without access since spring [redacted]. Despite my attempts to contact your company, I have only been able to access the basic account on your website. The Pro account details are as follows: Account Holder: James Schnellenberger Email: [redacted] Organization: Christ Lutheran Church, Richmond, VA Billed to: CITI VISA ending in [redacted] I anticipate a call on my cell phone at [redacted] within the specified 48-hour timeframe. Please respond promptly as I expect resolution for the service I have been billed for yet unable to use.

I am interested in testing SurveyMonkey to gain approval from management to use it for the company. To achieve this, I need to create a quiz that includes the company logo and colors, multiple-choice questions, and the ability to generate personalized final result responses based on the answers given. I aim to provide feedback such as "You have scored very well, but in area xyz, you still need to improve." I would like to know if these features are available with the monthly standard plan. Additionally, if my company agrees to use SurveyMonkey, I am curious if I can transfer the quiz from my personal account to the company account or if I would need to recreate it. Thank you in advance for your response. I initially reached out via email but did not receive a reply, so I am submitting my inquiry through this online form. Best regards, O.