My letter to EH

Mitchell....that is unbelievable!!!! I forwarded the reply to the CEO of eHarmony. I figure he is new and may not realize how unforgivably awful the customer service is.

Update: I got a response. It was a form letter. I don't think he even read my email. It offered me a discounted rate....that is higher than anything I have ever paid before. Then he offered to look into the match issue if I gave him a bunch of information about the match - name, age, city, date of first communication and a couple of others that I can't remember).

I can't believe that EH is so unconcerned with their system issues that they want me to spend hours going back and gathering this detail before they would investigate. I now believe that the emails about men who "requested new matches" when NONE were active in the last 3 weeks amounts to false advertising.

It is sad really that EH has come to this. Good premise but a lot of deterioration in service over the last 6 months.

I'm getting more incomplete profiles than I can ever remember while being on eHarmony. Most of my matches do not have pictures and it isn't unusual for a match to have a picture, but only an autofilled profile. I consider myself lucky to get a match that's been active within the last two weeks.

I may be just scraping the bottom of the barrel now. It seems like the only common link to many of the matches I get now is more along the lines of we're both on eHarmony rather than anything else.

eHarmony customer service can be absolutely atrocious. Every once and while you can get someone that is good at what they do and I've been lucky enough to strike gold with that before. I'll never try to email customer care again because it is nothing but automated script that cherry picks a few keywords and regurgitates a response based on that, not necessarily what you asked.

In the fall of last year they changes the RQ again (relationship questionnaire). Each time that happens, people who still have the old one on file, have some issues with matching. But very few phone reps would tell you this. So, one needs to retake the RQ to get the algorithm working properly again during such changes.

Where did you get this information? I saw where you posted the same thing in another thread.

In the fall of last year they changes the RQ again (relationship questionnaire). Each time that happens, people who still have the old one on file, have some issues with matching. But very few phone reps would tell you this. So, one needs to retake the RQ to get the algorithm working properly again during such changes.

A little update. I didn't get a response from the CEO but I think someone read something because I did get an offer for $20 a month....good until Feb 16 I am not going to use the service anymore since I think there are some major problems that they are ignoring but it was nice of them to offer.