Subscription Renewal [solved]

maitheng

Hi there,

I've been having trouble with my renewal...Here goes....

I received a renewal notice from Digital Rivers (Bit Defender Digital River sales office in Luxembourg) telling me that I was due for auto renewal not telling me how much it would cost, nor what products I was going to get. First of all I was not aware that I was on auto-renewal! So I went on line chat to find out but got not much of an answer on prices or product. So I told them I would not allow them to simply deduct my account when I was not firstly aware of the cost. So subsequently I received a cancellation of order....(which I had not placed in the first place) giving me the price US$79.95 for 2 years and 3 computers. After discovering the price I told them to revert my cancellation since that was the price I had in mind. Then from this Luxembourg office they kept on sending me (from different people) the same automatic response that my account had been canceled! Very infuriating when I sent them the thread and asking to revert the cancellation. No-one ever replied to my thread.

Meanwhile the guys at Bit Defender support whom I chatted with sent me email to confirm cancellation of my account. Then I received an email from Digital River telling me that they are aware that I want to renew my subscription and the cost will be for 2 years 3 computers US$89.95. Wow...in a few emails the cost had increased by US$10...why? So I replied and asked them why? No answer. All the while I've been communicating with different people at Digital Rivers.

Then Digital Rivers replies (ignoring my query on the increase) the cost would be US$89.95.

Bit defender Support sends an email confirming my cancellation of the account again. I write back to Bit Defender Support with the entire story (that I'm writing here) and their answer? they are sorry my account had been canceled...please attempt a new order on line. I checked on line price and it is US$49.95 for 1 year 3 computers...even more expensive.

So I write back to Digital Rivers to ask them to read my entire email again, to beg them to re-instate me for the renewal....and what do I receive back? you guessed it: my order has been canceled, sorry for the inconvenience....Do you think they have bothered to read anything I had written?

I wrote again to Digital Rivers asking them yet again to reverse the cancellation...

Then I received from Bit Defender Support a mail telling me that I should not have been on the auto renewal and they apologize for the confusion caused and that new purchase can be made on line. So I checked their given link and it took me back to square one where the price is US$49.95 for 1 year 3 computers.

How fair is this? I have been a customer with Bit Defender for the past 4 years without a hitch and now this. I think this is sheer abuse...and I'm not prepared to pay US$100 for 2 years which is much more than it was offered to me in the first place, even though I had no idea about it.

I'd like to get some thoughts about this from Bit Defender and how incompetent and unfair they have treated me.....Forum people....I would very much like to get your thoughts on this.

Kind Regards.

Frustrated and feeling abused by Bit Defender " />

Maithe Ng

George R.

Hello Maithe Ng,

I am aware of your case and I understand the reason for your grievance. Working with the sales team, I will try to find a better solution to this situation.

Hope to contact you soon with a more positive outcome.

Regards,

George

maitheng

Hello George R.

Am waiting eagerly for your solution and hope to receive it very quickly....my subscription is running out soon!

Regards.

Maithe Ng

George R.

Hello Maithe Ng,

With the help of our sales team, we corrected this situation Please check your email.

Thank you for your feedback.