Duplicate Charge?

dreamgear

One of my customers is canceling their bitdefender renewal and actually closing their credit card account because they were double-charged last year. They've tried to get someone from BitDefender on the phone and have found it impossible. This is a 7-seat business account, who have been using the home/home office version. They really aren't a home office and there doesn't seem to be a version of bitdefender that's right for them. Is there anything I can do to keep these people from going to the competition?

George R.

Hello Jeff,

BitDefender Customer Service can be contacted via e-mail / chat / phone or forum at:

http://www.bitdefender.com/site/contact/

You can also send me all the details via P.M.

I would also like to inform you that online transactions made trough http://www.bitdefender.com are handled by an authorized e-commerce processor. This is why I also edited the title of this topic.

Thank you.

dreamgear

Hello Jeff,

BitDefender Customer Service can be contacted via e-mail / chat / phone or forum at:

http://www.bitdefender.com/site/contact/

You can also send me all the details via P.M.

I would also like to inform you that online transactions made trough http://www.bitdefender.com are handled by an authorized e-commerce processor. This is why I also edited the title of this topic.

Thank you.

I talked to the customer again, and then I checked that URL, and no, there is still no phone number on that page. If you click "customer support" it forces you into a form where you have to look up your license number and type it in, etc, etc. The customer just won't put up with it.

If you click sales it gives you a number. We'll see what happens when I call that number and tell them I'm an existing customer.

Apparently what happened before was that the customer was already signed up for automatic renewal, but it none the less relentlessly pestered her to renew, with ever-more dire warnings by the day. So she figured she must have to renew, and when she did it, they cheerfully charged her twice and then were unreachable. She didn't like it much.

So what do you mean by "authorized" ? Can that company be contacted by phone and be *immediately* available to resolve erroneous charges ? I ask because I'm considering putting it on my card as long as I can have it not auto-renew. If there's another unauthorized charge it will simply be a matter for the attorney general.

George R.

Hello Jeff Dickens,

If the online form is inconvenient and customer can not remember his existing BitDefender account, we can be contacted via email at: customer service at bitdefender dot com or via phone at: 1-954-928-2780 (for U.S. customers, non-stop service)

The usual response time is 24-48hours. When contacting customer service via phone, the case will be escalated to the sales department and a response will be given via email.

Thank you.