I've heard from another Earth Class Mail user who feels betrayed by their outrageous price increase. While Earth Class Mail President and COO Sarah Carr has been too cowardly to post to Twitter or comment to this Blog about Earth Class Mail's vile price hike on loyal users, you can imagine my amazement to learn that she replied directly to one of the loyal users she betrayed. That user contacted Earth Class Mail directly about ECM's reprehensible actions, and received a reply from none other than Sarah G. Carr herself.
Here are some choice words, straight from Sarah Carr:
Thank you for being a loyal customer of ECM. I am sorry that the price increase is causing you to reconsider continuing your service.
Come on Sarah, are you really "sorry" that loyal customers are reconsidering? With a price increase of over 100%, what did you expect?! And if you you really want to thank loyal customers of ECM, you would grandfather them in at a reasonable price. Actions are louder than words. They should have taught you that even way back at Lehigh. Carr continues:
Unfortunately we cannot continue to serve our customer base at the size it is without raising our prices.
Funny, here is a whole list of alternative online postal mail services which offer their services at sometimes half of what you now do! So clearly it is possible.
Our cost to serve our customers is out of line with our current pricing and we need to bring them more in line.Unfortunately we cannot grandfather our existing customer base, as we could not maintain that base at current pricing and stay viable.
Well, that's the heart of it all right there. Fine. But why then did Earth Class Mail allow users - and worse - encourage users, to change all our addresses over to Earth Class Mail? You sell us the service at one price, then lock us in by having us change all our addresses over to your service, and then you brazenly more than double your prices? Is that even legal?
Again, you have this great concern about staying "viable," but St. Brendan's Isle, Bongous, My RV Mail, Paperlessmail, UK Postbox, Private Box, Virtual Postal Mail and Zumbox all seem to be viable companies without shafting over loyal customers. Earth Class Mail stands alone at having betrayed the trust of their loyal customers and raising prices on them over 100%.
I hope that you will continue to value our service and stay with us, but I also understand that you may no longer see the value in our new pricing plans.
You MUST be kidding. What did they teach you at Lehigh? Actions speak louder than words and any "hope" you have would be far better placed in being reasonable with your loyal customers. We valued your service tremendously at the prices we originally signed up with. We valued it still when - at Earth Class Mail's encouragement - we changed all of our addresses over to our Earth Class Mail addresses. We stopped valuing your service when you indecently raised prices on us over 100%. Your actions are reprehensible, so yes, you had better believe that we "no longer see the value" in your new pricing plans.
Sarah G. Carr, you should be ashamed of yourself and the way that you have mistreated and misled the loyal customers who helped Earth Class Mail get started. You remain a fine example of what's wrong with corporate America and how not to treat customers.