ComplaintsforWink Technologies Inc.

• Initial Complaint

  21/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I have been using the Wink software for the past 5 years based on their promise of all features being free for life in exchange for ads. This was advertised on their website for many years (example attached). I now have built up a large database in Wink and they suddenly changed their business model and demand that I pay to continue using Wink. Furthermore, they are telling me that if I want my data exported I need to pay a $1500 ransom to prevent me switching to a different provider. This is a very deceitful business practice and they should continue to allow me use of the software with all the features as promised. At the very least they should not be charging me a ransom for the data which they deceitfully collected with promises of free usage.

  Business response

  13/10/2023

  Dear Mr. ***** *********,

   

  We appreciate your feedback and would like to provide some clarifications. Our sales contracts typically span 3 or 5 years, during which there might be changes in pricing structure upon contract renewals, as clearly mentioned in our terms. For further details, kindly consult page 2 of WINK's terms of use, which outlines the potential changes in pricing. 

   

  Any updates or modifications, including but not limited to changes in price, made to the Terms of Use, Products and Services Catalogue and the Patient Privacy Agreement will continuously form an integral part of the Agreement. The most current version of the Terms of Use, Products and Services Catalogue and Patient Privacy Agreement shall supersede all previous versions and any Sale Contract and/or Addendum agreed to by the Parties.

   

  WINK has always been transparent about the data export fee, consistently offering rates 25-30% lower than industry standards. We regret any miscommunication and are committed to resolving this issue collaboratively with you. Your understanding is greatly appreciated.

   

  Sincerely,

  WINK Technologies

  
  

  --
  

  ***** *** ********* ******** **** ************ **** **** ***** ** ** ******* ***** *** ********* ******* ********* *** ** *************** ************************ * ****************

  Customer response

  13/10/2023

  
  Complaint: 20638082
  
  I am rejecting this response because: This does not address my complaint at all. The website in multiple places declared that all features would be free forever. I understand that at a later date the decision was made to begin charging. However, it is unfair to begin charging customers who are already using it based on the promise of "free forever". the words "all features free forever" (formerly featured prominently on the Wink website and in other marketing materials) preclude claimed changes to pricing. Furthermore, since deceptive tactics were used to obtain my database I should certainly be provided the option to take it with me without holding it hostage over a fee which I could not have foreseen when signing up for a "free forever" program. The letter vaguely claims that Wink is committed to resolve this matter collaboratively and yet failed to propose what that means in practical terms. This whole letter is not a serious response to my claim as it does not address any of the points made in my complaint. Rather it seems like someone pasted in some boilerplate text regarding fee structure changes without actually reading the details of my complaint. They have also failed to produce the alleged "sales contract" stating that the agreement is subject to abrupt and enormous fees being added.
  
  Sincerely,
  
  ***** *********

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