Why is the support team so slow?

I've been charged $160 AUD after my free trial expired. I thought it would renew monthly, or ask for confirmation to resume the subscription. Think it's pretty scummy how they've set that up, and really no justification for it. I msg'd asap to process the refund (30 day guaranteed) asking very clearly for a refund.

 I get a reply in 24 hours, CONFIRMING I want a refund, even after specifically asking for one. They have a spill about how great diamond is, instead of addressing my issue.

They do this on purpose incase I change my mind or get paid in that time etc. It's a joke that a company valued at 80 mil can take over a week to respond. Companies with far less have functioning live chats for support. All forums I read are "they're really busy and have tickets stacked". Have you thought about hiring more staff? Or integrating an online chat? Even a phone line? Literally gone hungry because I wanted to try out chess.

Refund process should be wayyyyy more streamline also. If it's 30 day guarantee, have a simple refund button in the membership settings. Maybe you won't be swamped with support tickets? Or does auto deducting and hoping they change they're mind within the 30 days a better business model? 

Almost all subscription services work the same way, where if you don't cancel, it automatically charges and renews. When you're in the Yearly selection, it shows the total cost and that it's recurring.

I've never heard of an issue getting a refund. How long it takes depends on when the ticket is entered. Something entered at the end of the week could take until early the following week to get resolved.

Oh almost all? Because I've never seen a subscription go from 1 week trial straight into an annual $160 payment. Usually, with a free trial. It expires and you are asked if you would like to resume said subscription? There's no reason to set the renewal at yearly, instead of monthly when trying out a service on a trial

Every single trial I have signed up for has immediately charged after the trial period if I didn't cancel. It's a standard practice for services that offer trials.

Hmm chess player uses subjective experience to try and cherry pick a redundant point. You haven't addressed anything else I said so, why even comment? Every single trial Ive tried doesn't charge annually after a week trial. Netflix, YouTube, adobe, discord. All will renew a monthly charge. Even Xbox live or psn +, ask to renew your subscription trial when its over. Like I said, there is no justification for it. Change it to a month and make the refund process a lot more streamline. I got a reply and it'll take another 3-5 business days so around 10 days+ of being uncomfortable with food and living because of terrible response times and a greedy business model. If you're it gonna charge 160 straight out the account, have the decency to reinvest in a more functioning support system

When you sign up for the trial, if you choose monthly, it charges monthly after the trial. If you had it on yearly, it charged for the year, that's why the pricing is discounted as compared to paying monthly.

My statement on trial conversion and renewal was simply that they normally have automatic charging. The terms, monthly or yearly will depend on the subscription. I wasn't cherry picking anything, specifically replying to that automatic process.

While Martin is correct in his own right, I think that tickets regarding refunds or membership issues, in general, should be given a higher priority.

$160 AUD is a good amount of money, so no wonder members are upset that getting the refund takes longer than the free trial period.

You're screen capping the settings for managing your subscription. Which Isn't relevant because you are offered a free trial with the request that you add a payment option to initiate the trial. There was no option for monthly, hence why not only myself have had this issue. My statement is the support system needs work and the free trial should not charge annually automatically after a week trial period, UNLESS refund process is a lot smoother then it could be justified a lil more at least 

If they're already not being prio'd then that's even worse imo

I'm pretty certain there is a selection option on the trial and that exact same information appears for basic members, without a specific trial offer, allowing the switch from Monthly or Yearly pricing.

Pretty certain? Have you made a new account recently, logged into the chess app and been offered the same trial as myself? Because they're definitely isn't an option. It says "would you like to try diamond? Only payment method needed, 7 day free trial" hit the button, your payment methods pop up and you pick one, it starts. There's no management of anything when initiating it. Anyways, think I made my point clear if thats as little as you can rebuttal from the situation. Least the other guy understands ethically why people are upset