jlazarus17

Note: I originally posted this on the morning of 5/9, but have since spoken with Yuval this afternoon and some of the information herein is incorrect - so I am correcting it - please note that I was not intentionally passing along incorrect information - the information I had originally posted was based on conversations I had with reps at Lime. Apparently there were some "miss-communications". My corrections are noted in red.
[quote=zenyatta;5752201] Feel the need to correct this - actually the lowest cost plan does not come with the mobile site builder. I was told this in a chat session - I was told that not even one mobile site came with the base package. I thought I was very clear in my questions along these lines, but apparently there was a misunderstanding between the rep and me. Yuval says that yes, one mobile site does come with the base package. This makes sense, since that is what the agreement states, but I literally cut and pasted that portion of the agreement into the chat session when asking about this and I was advised differently - perhaps I was not clear in my question to the rep or perhaps the rep did not fully understand for some reason.....

It's actually quite aggravating because their user agreement says it comes with "one free premium mobile website" - (I swear that's the exact wording!!) but then you have to pay $40 extra for it each month so...no - it's not free. So really there's the base plan (no mobile package), the base plan + mobile package plan, then the upper two tiers as well. What's really aggravating is how they deceitful they are with advertising for the mobile site feature - for example, on their pdf package comparison sheet, on page one, in big letters it says "Your White Label Account Comes With These Features (no extra fees)" and then subsequently lists "Mobile Landing Pages" - but if you scroll down later to the pricing, you'll see that for the base package, that is NOT true. And again, in the actual user agreement they make you sign (contract), it says this: "The White Label Standard program comes with 5 free keywords for each activated account established, free unlimited system keywords and one free Premium Mobile Website." (um, no it doesn't - not even ONE)...the very next item in the agreement is "Activate the Premium Mobile Website feature for an additional monthly charge of $40.00 per month." - So do we get one free one or not? Um...NOT, lol!

Again, Yuval says one site does come with the base plan - again, not sure why there was a miscommunication, but he has since clarified this.

Also a few other things to beware of with Lime. I wanted to set up the account and use the service for a month to really get a feel for it - i.e., set up 2 good friend business users, let them really *work* the software as beta testers, etc...So I filled everything out, and sent it off to Lime with a secure CC# (secure cc#s are generated by the cc company for a one time use). Well...that doesn't work with Lime. Even though I've heard people say that Lime has no contractual obligation service requirement, there *is* in essence since they require to keep cc# on file for *recurring* charge and advance notice to close the account. When I questioned the rep about this I was told we had to give 30 days notice. Went back and looked at contract and I don't see diddly about 30 days notice ANYWHERE in it- just that it has to be in writing with in such time that they have reasonable opportunity to act upon it (quite ambiguous at best). In other words, you are their customer and responsible for recurring fees until they are good and darn ready to cease doing business with you.
Yuval says this is not true, and again, was miscommunicated to me. The policy is now 3 days notice.

I've also heard (but this was through the forum, not through my own experience) that Lime isn't truly whitelabel - i.e, if you type in "Help" the message you receive back has Lime's info. I read that on this forum, so just assuming that was true!

Yuval says this is not true, and that the HELP message can be customized. However, the client (you, me) has to have a 1-800 in order to do so - due to carrier regulations.

Last but not least, my experience with their Customer Service so far has been far from impressive. I'm now seriously re-considering using them.

Yuval took the time to have a rep call me and then spoke to me himself. It was very important to him to have the proper information conveyed to the client (me) and I do appreciate that. I will note that some of the confusion could have been bypassed had the original information I was seeking been easily obtained. Whether that was due to lack of communication on my part or the rep's is certainly subjective.
*On another note - a good friend/business owner/guinea pig has asked me if she will be able to send coupons out to customers to reward them on their birthday - does anyone know if this is available through Avid? I know Lime's rep told me they can't support this functionality, but haven't yet researched to see who might. Thanks!!
Yuval says they are working on this feature but they do have a "workaround" for this in place now so if this is a needed feature it can be accomplished via message scheduling.