I’m the founder and CEO of a small software company and a HubSpot customer. I’m posting here because two support/renewals contacts have only been able to restate policy, and I’m hoping to reach someone with the discretion to look at the actual circumstances.
The short version: my account sits at 227 marketing contacts today. It briefly jumped to roughly 6,000 solely because of an AI integration I had inadvertently connected, which auto-imported and designated contacts without my knowledge. HubSpot’s own documentation calls this an “unintended contact tier upgrade” and notes the upgrade “cannot be prevented once the limit is exceeded” — so I had no realistic chance to stop it before crossing the tier. I corrected it the moment I understood, which is why I’m back at 227. I never marketed to those contacts and never will.
I want to be precise about the ask, because it keeps getting read as something it isn’t: I am not requesting a mid-term tier downgrade. I understand the policy doesn’t allow that. I’m asking for a one-time goodwill credit to offset charges that came from an accidental automated import rather than genuine usage. That doesn’t change my contract tier and sets no precedent — as it stands, I’m billed for ~6,000 contacts I don’t have until my renewal in May 2027.
I’ll add this respectfully: a few weeks ago HubSpot told this community that “nothing matters more than the trust of our customers” and reversed an automated-contacts feature that customers felt went too far. I took that sentiment at face value. This is the same theme at an individual-customer scale — an automated process added contacts, and the customer is left holding the bill with no path to a human who can weigh the facts. I’d genuinely like to keep growing with HubSpot on the CRM side; I’m just asking for the good-faith exception that message implied you’d want to make.
Can someone from Customer Advocacy connect with me? Happy to share account details privately.
LinkedIn post (tuned to tag Lennox)
A few weeks ago @HubSpot’s Duncan Lennox wrote “We Got This Wrong. And We Are Fixing It,” and said nothing matters more than customer trust, after reversing an automated-contacts feature customers pushed back on. I took that to heart — so here’s a smaller version of the same problem.
As a small-company CEO, an AI integration I’d unknowingly connected auto-imported contacts into my HubSpot account and pushed me into a much higher marketing-contact tier. I caught it and fixed it immediately — I’m back at 227 contacts. But I’m told I’ll be billed for roughly 6,000 through my 2027 renewal, with no exception possible. Two reps could only restate the policy.
I’m not asking to break my contract. I’m asking for a one-time goodwill credit for an accidental automated import — the same “we got this wrong” spirit, applied to one customer. @HubSpot, who on your team can actually look at the facts? Happy to talk privately.
HubSpotコミュニティー saas #CustomerTrust
A couple of notes on the choices: in both, I kept you as the reasonable, loyal-if-frustrated customer and let HubSpot’s own words do the pushing — that’s far more effective (and safer for your reputation as a CEO) than criticizing them. The forum post is the one that actually reaches decision-makers; the LinkedIn post is the amplifier, and quoting Lennox’s own title back to him is what makes it awkward to ignore. Post the forum one first, then the LinkedIn one a day or two later if you haven’t heard back, so it reads as escalation rather than a pile-on.
One factual caveat: I’ve referenced Lennox’s “We Got This Wrong” post and the trust quote from reporting on the Contact Discovery reversal — before you publish, it’s worth a 30-second glance to confirm the exact wording and that his name/title are current, since you’re quoting him publicly. Want me to verify the exact quote and his current title so you can cite it word-for-word?
Also — I’ve now got several strong samples of your voice across these drafts. Want me to write up your writing-style profile and hand it back as a saved skill file so future drafts start sounding like you automatically?