You God [edited], [edited] Options

[Paddy]

Today I was notified that my subscription for BitDefender has been automatically renewed. I sent 2 emails to customer service asking that my subscription NOT be renewed, and this was several months ago, and as ALWAYS you didn't bother replying. I also went to www.findmyorder.com when I received an advanced warning of the auto renew about 2 weeks ago, and I filled in the appropriate form to say that I didn't want to have my subscription renewed. I didn't receive any reply after a few days, so I did it AGAIN. Today I get an email effectively telling me that you wankers completely ignore every email sent to you.

I've had experience on this forum, and I know that pretty much no one working for BD actually replies, but I DEMAND that you reply to this now, and the reply better be "we've refunded your subscription fee and cancelled all future renewals".

If you need any personal info to carry out the refund, tell me and I'll send you a PM or whatever.

By the way, if there are any extra charges on my brother's card (that is, if he hadn't enough money to cover the renewal fee and was penalised) you will refund THAT money too, because this is clearly your fault. You were given ample time/notice.

This post has been edited by crysty2k5: Dec 30 2008, 05:54 PM

Reason for edit: watch your language !

[Paddy]

Some info that may speed things up a little:

Customer Number: 23411269713
Renewal Order Number: 8148662400
Original Order Number: 3794330415
Renewal Date: Dec 28, 2008 1:28:00 PM

Subtotal: 30.95GBP
Tax: 4.64GBP
Total: 35.59GBP

[Paddy]

I've contacted the sales team via the website's email form, my ticket number is: 200812281007153

I don't know why I bothered, they never reply. I only pasted the number here to make sure one hand knows what the other is doing, which is a legitimate concern for me as I'm sure you've gathered.

[Catalin Salgau]

I don't know why I bothered, they never reply. I only pasted the number here to make sure one hand knows what the other is doing, which is a legitimate concern for me as I'm sure you've gathered.

Dear user,
The funny thing is the forums only handle technical issues and thus sales do not frequent it. We don't see these tickets unless they are related to what we take care of. So we're a hand, but we're non on the same body:p

I've contacted the sales team via the website's email form, my ticket number is: 200812281007153

I made an exception on your case and contacted our customer support department. A colleague confirmed what I knew and said before on the forums: online sales are not handled by BitDefender directly. They are the responsibility of DigitalRiver and not BitDefender customer support. The site you mentioned(findmyorder.com) is owned by Digital River Inc. Actually, BitDefender does not handle any sales directly. Everything is done trough retailers and resellers that have their own policies and practices.
As I am told, we know about the problem and there are a number of people that requested the same thing as you did.
As a courtesy I asked that someone contact DigitalRiver regarding your transaction and refund your order, but it is up to DigitalRiver staff to fix their problems, not us.
We are sorry for the inconvenience.

[greenwit]

Dear user,
The funny thing is the forums only handle technical issues and thus sales do not frequent it. We don't see these tickets unless they are related to what we take care of. So we're a hand, but we're non on the same body:p

I made an exception on your case and contacted our customer support department. A colleague confirmed what I knew and said before on the forums: online sales are not handled by BitDefender directly. They are the responsibility of DigitalRiver and not BitDefender customer support. The site you mentioned(findmyorder.com) is owned by Digital River Inc. Actually, BitDefender does not handle any sales directly. Everything is done trough retailers and resellers that have their own policies and practices.
As I am told, we know about the problem and there are a number of people that requested the same thing as you did.
As a courtesy I asked that someone contact DigitalRiver regarding your transaction and refund your order, but it is up to DigitalRiver staff to fix their problems, not us.
We are sorry for the inconvenience.

DR is your agent, your e-commerce partner. This IS Bitdefender's responsibility along with Digital River. Who hires DR to run this subscription service? Just incredible!

[Paddy]

Dear user,
The funny thing is the forums only handle technical issues and thus sales do not frequent it. We don't see these tickets unless they are related to what we take care of. So we're a hand, but we're non on the same body:p

This is the problem, and that's what I pointed out in my post. Your current system is a shambles. And please, every one of my posts prior to this have been on technical issues, and no one ever replied to those either (well, other users did).

Your entire customer relations system (be it technical or sales) is a joke.

Thank you greenwit, I'm sure you and I aren't the only ones on this forum who feel this way.

Hopefully I won't have to come back here (if the sales department pull the finger out) so...adieu!

[greenwit]

This is the problem, and that's what I pointed out in my post. Your current system is a shambles. And please, every one of my posts prior to this have been on technical issues, and no one ever replied to those either (well, other users did).

Your entire customer relations system (be it technical or sales) is a joke.

Thank you greenwit, I'm sure you and I aren't the only ones on this forum who feel this way.

Hopefully I won't have to come back here (if the sales department pull the finger out) so...adieu!

Their so called customer support has already written up two tickets on my case and I haven't heard a word from DR. Not surprised. Which is why I contacted my CC company a few days ago to dispute the charge. They credited my account already but I still want to see this resolved in my favor. I have two chat records copied and saved so, along with the emails back and forth, everything is documented. BTW, my account was scheduled for renewal on the 27th but they charged my CC on the 24th. What a shady operation.