Experts Exchange

On behalf of Experts Exchange, I sincerely apologize for Mr. [redacted]’s negative experience with cancelling his membership. Experts Exchange provides multiple channels of communication for all topics including membership termination.  The Experts Exchange Customer Support department can be...

reached anytime from 5am to 8pm PST, Monday-Friday by telephone or online chat. Records in the Experts Exchange database indicate that Mr. [redacted] submitted his cancellation request via email on Oct. 27th, 2014. In accordance with section 21 of our terms of use, Mr. [redacted] was directed to contact the Customer Support department by telephone or online chat to cancel his membership. His refusal to take this action resulted in the renewal of his subscription dated Nov. 11th, 2014. On Nov. 19th, Mr. [redacted]’s case was escalated for further review to the Customer Engagement Manager. At that time, his membership was cancelled, and a full refund for his renewal charge was issued to his original payment method. A follow up email was also sent to his email address ([redacted]@gmail.com) confirming this information. No further communication has been exchanged after that date.Any further concerns that Mr. [redacted] has regarding his account may be directed to the Customer Engagement Manager – Catherine Burow. Her contact information is outlined below:[redacted]

I joined Experts-Exchange several years ago because I knew I did not have the technical skills to complete all the tasks my own job asked of me. Because technology is forever changing growing and improving. I was not used to it. The great thing about Experts-Exchange is that they were always there ready to answer a question in areas I did not understand. Mathematical calculations. A few of the experts even became my friends. To just say that Experts-Exchange delivers service would be an understatement. They go above beyond and through solutions for people. It is the best investment I make every year. Now because of the Experts at Experts-Exchange some accuse me of being an expert in my field. I can't make that claim for myself but their efforts give me confidence that I can get anything done for my clients. You see, I grew up working on a farm shoveling manure so I know what work feels like. It was not until the day Apple made a computer a household could afford. My father bought me one of the early Apple IIe computers that changed my life. He said I have given you tools to choose what path you want to take in life. I choose the computer quickly. I learned from my father and Experts-Exchange that with the right tools, effort and a little help from a friend when you need it that you can accomplish anything. I thank Experts-Exchange every day of my life for the quality and service they provide. They help me keep the lights on and the bills paid. I am truly indebted to them. Thank you EE.

Thank you for the detailed feedback. We wish for every member to not only get the most value from their membership, but also to have a clear...

grasp of their respective billing cycle. Looking at this particular case, we did
evaluate that any refund other than the one we offered; compromises our terms of use in tact.In addition to our Terms of Service Use presented on the web page (http://www.experts-exchange.com/terms.jsp), we communicate billing schedules to all members via the Registration page, Welcome Email upon sign - up, and Billing section located within your account. This information clearly states both our auto-renew policy, next billing date, and refund policy. We're happy to review that with you, as well.
Despite this, we did offer an amount back that we feel is more than fair, given the situation.While it sounds like this experience has deterred future possibility in exploring our resource, our customer service team will gladly answer any questions about the offer in place, terms of service, and current status of account. You are more then welcome to contact us between the hours of 6am to 6pm PST." ###-###-####http://www.experts-exchange.com/contactUs.jspCustomer_service...⇄

Experts Exchange had been the only source to grow straight forward knowledge and answers to the questions raised. If you are stuck anywhere in IT and not getting any help from anywhere just go and ask Expert Exchange. Within next 4 hours you will be rewarded with solutions.

Apart from the answers to the questions actually this is a knowledge portal where you can grow your knowledge in any era. By referring articles, issues, knowledge answers slowly and gradually you will get more expertise.

I have never seen anyone in IT field who do not know about Experts Exchange till date and many learns everything and makes their lives from Expert Exchange.

Experts Exchange is a great friendly community driven support forum. There is a range of experts in many different fields.
I love the interesting problems people are having , and its great to see how quickly people jump to get an resolution for the user.
This is helped by the great rewards scheme that is in place for experts or anyone willing to try help.
I am fairly new to experts exchange but have enjoyed my stay so far.
Looking for a complex solution to I.T problems head over here, brilliant.

I have been a member since 2008. As a network administrator in a company where I do all of the support for 9 sites with no assistance, sometimes I am stumped. The experts from Experts-Exchange have never failed to either provide the exact answer to my question, or provide links and advice that directly lead me to a solution, usually within 12 hours. Rarely have I posed a problem that was not solved. The membership is well worth every cent. What I especially like is the fact that the experts will stay with me and the problem until it is resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11092935, and find that this resolution is satisfactory to me.
I was under the impression that I was double-billed as the agreed upon amount was in November, yet the charge was in December. Experts-Exchange did everything according to our agreement and I appreciate the Revdex.com ability to get this resolved to my satisfaction and understanding.
 
Regards,
M[redacted]

On behalf of Experts Exchange, I sincerely apologize for Mr.
Shipp’s negative experience with cancelling his membership. Experts Exchange
provides multiple channels of...

communication for all topics including membership
termination.  The Experts Exchange Customer Support department can be
reached anytime from 5am to 8pm PST, Monday-Friday, either by phone or chat. 
I do see that Mr.
Shipp was able to cancel his subscription with us on 03/02/15 via LiveChat, and
left a ‘Very Satisfied’ response in his post chat survey.
When Mr. Shipp did sign up for the free trial he
did agree to Experts Exchange’s terms of use, in which section 21 clearly calls
out our cancellation policy:
21. Term, Termination and Cancellation
To cancel your Experts Exchange Subscription,
contact Customer Support by calling 1-###-###-### x### or initiating a live chat session and chatting with a
Customer Support Representative. Cancellations are processed upon receipt of
request by phone or live chat. When your subscription is cancelled you will
receive a confirmation email of the cancellation. If you do not receive this
confirmation email please contact us at [email protected].
Cancellations will not be effective until the end of the current billing cycle.
Cancellations must be received before the first day of a new billing cycle in
order to take effect for that billing cycle. You may cancel your Experts
Exchange subscription at any time. Experts Exchange does not grant refunds for
partial or unused subscription time.
Experts Exchange does have expanded business
hours to make it as easy as possible for members to contact us to cancel their
subscriptions, however, per the terms of use, members are in fact required to
contact us to terminate their accounts.

Complaint: 10044320
I am rejecting this response because:
As I mentioned in my original complaint, the Experts Exchange website claimed to cover the topic that I needed help on, however once I subscribed and posted my question it turned out that their claim had been misleading and in fact their site did not cover the area of expertise that I needed in order to get any experts to reply to my question. I had to close my own question after not getting any responses. That was when I attempted on several occasions (hence my "logins") to cancel my subscription, unsuccessfully, and had these continued issues that resulted in my complaint through Revdex.com.
Experts Exchange has some nerve to mislead customers into subscribing, then to be this much of a pain in the as for cancellations and refunds. Experts Exchange says they will under no circumstances refund my initial subscription fee, well I will under no circumstances back down from this complaint against a fraudulent customer that steals from their customers. So it seems we're at a standstill.
Regards,
[redacted]

Experts Exchange is a must-have resource for IT Professionals who do troubleshooting. I purchased a membership a few years ago and found the site to be extremely helpful. I didn't renew when my membership was up and constantly found myself needing to access content on the site. Needless to say, I have now renewed my membership and won't let it lapse again.

On behalf of Experts Exchange, I sincerely apologize for Mr. Reyes' negative experience with cancelling his membership. Experts Exchange provides multiple channels of communication for all topics including membership termination.  The Experts...

Exchange Customer Support department can be reached anytime from 5am to 8pm PST, Monday-Friday. 
Records in the Experts Exchange database indicate that Mr. Reyes has held a total of 4 separate accounts with Experts Exchange during his 8 years as a member of the Experts Exchange Network. His most recent account was registered as a 30-day Free Trial using PayPal as the payment method to be used following his trial period. During his free trial period, Mr. Reyes posted 2 technical questions from his account, finalizing his question with the following statement: "Andrew Hancock has saved me a lot research and work. Using this matrix I can now plan my deployment."
The email address used to register this account on July 22nd, 2014 is [email protected]. This email address was verified using our email verification procedure. All records on his account and in our case management system indicate that Mr. Reyes contacted Experts Exchange's Customer Support department on Sept. 22nd, 2014 to cancel his subscription. His refund request was declined per sections 18, 22, and 23 of our Terms of Use: 
Section 18 - Free Trials:
First-time users are eligible for our Free Trial Offer. To receive a
Free Trial, you must sign-up through the Free Trial registration page
and select a subscription plan for Your Account to continue when your
Free Trial ends. Free Trials may not be combined with any other offers.
You must have a valid email address and a current valid accepted Payment
Method as indicated during registration (“Payment Method”), to use our
service.
If you or another Member of your household has
been an Experts Exchange Member or if your Payment Method, physical
address or email address have been associated with an Experts Exchange
Account, you are not eligible to receive a Free Trial and will be
redirected to a non Free Trial registration page. Only one (1) Free
Trial per customer.
 If you cancel prior to the end of your Free Trial, there will be no
charges to your Payment Method. If you cancel after your Free Trial has
ended, you will not be billed again but you will be responsible for
whatever charges have already been incurred for the current billing
period.
Section 22 - Term, Termination and Cancellation
To cancel your Experts Exchange Subscription, contact Customer Support by calling 1-877-211-8911 x401 or initiating a live chat session
and chatting with a Customer Support Representative. Cancellations are
processed upon receipt of request by phone or live chat. When your
subscription is cancelled you will receive a confirmation email of the
cancellation. If you do not receive this confirmation email please
contact us at [email protected].
Cancellations will not be effective until the end of the current
billing cycle. Cancellations must be received before the first day of a
new billing cycle in order to take effect for that billing cycle. You
may cancel your Experts Exchange subscription at any time. Experts
Exchange does not grant refunds for partial or unused subscription time.
Section 23 - Refund Policy
**PAYMENTS ARE NONREFUNDABLE AND THERE ARE NO REFUNDS OR CREDITS FOR PARTIALLY USED PERIODS.**
In addition to his refund request through Customer Support, Mr. Reyes also filed a dispute via PayPal. Experts Exchange's Chargeback Department determined that this dispute is ineligible for refund due to the original date of his cancellation, and PayPal closed the dispute following this initial rebuttal. In the interest of exceptional customer service, Mr. Reyes will be grated full refund of the $29.95 Monthly subscription charge that was deducted on Sept. 21st, 2014. Unfortunately, Mr. Reyes' request for a return of all previous subscription fees in the amount of $279.95 will not be granted.

I could not be happier with my subscription to Experts Exchange. I have been a member for many years and, in this day and age of free online forums, I gladly pay the small monthly fee for Experts Exchange because of the speed, accuracy, tolerance for my limited knowledge, and enthusiasm that they reply by. This might well be the best spent money my small business has ever invested.

An awesome tool, which gives me access to experts in specific technical arenas with decisive solutions, training videos and support forums. The Best I have found!!!

Unfortunately, no records exist in our system of Ms. D[redacted]'s request for cancellation on her recent account. There are no indicators on her account that she logged in to attempt an online cancellation, and other than this Revdex.com complaint, there has been no communication from Ms. D[redacted]. According to standard refund policy, all charges made to her account are ineligible for refund.
 
Again, Ms. D[redacted]'s subscription was billing in complete compliance with our Terms of Use agreement, payment card industry data security standards (PCI DSS), and e-commerce best practices. Our customer support department is available by phone (#-###-###-####), email ([email protected]), live chat, and air mail (PO Box 1062, San Luis Obispo, CA 93406). We also respond to twitter, facebook, and other social media communication. In addition, our Customer Support department has recently expanded our available office hours from the previous 8am to 5pm PST to 5am to 9pm PST Monday through Friday to better accommodate the needs of our customers. Utilizing all available channels of communication, we make every effort to provide customers with an easy way to contact us for help, billing questions, and to cancel their membership.
 
In an effort to resolve this complaint and provide Ms. D[redacted] with as positive an experience as possible, a refund of 2 out of her 3 charges has been authorized and processed in our system. If Ms. D[redacted] has any further concerns or comments, she is more than welcome to contact the Customer Support department using one of the 6 channels mentioned above.

In an effort to finalize Ms. Andrews’ case and come to satisfactory resolution, the Experts Exchange Customer
Engagement Manager has further evaluated Ms. Andrews’ account and determined
that a refund can be issued for all charges following her initial upgrade fee.
Ms. Andrews was billed on a Monthly basis for $19.95 starting on January 5th,
2014.
Despite Ms. Andrews’ continued login activity to
www.experts-exchange.com, all subscription renewal charges have been refunded
to date bringing her total refund amount to $79.80. In no circumstance would
Ms. Andrews be eligible for a refund of her initial subscription charge of
$19.95 dated January 5th, 2014.
As previously stated, Experts
Exchange provides its customers with two methods for contacting Customer Support
to cancel their membership. These methods include telephone, and online chat
with a Customer Support Representative. The Customer Support department also
monitors other channels for customer complaints, feedback, and cancellation requests. These channels include facebook posts, community support questions
on experts-exchange.com, twitter, and email.
Any further complaints on the resolution of this issue can be
directed to Ms. Catherine [redacted] in the Customer Support department. Contact
information for Ms. [redacted] appears below:
Phone: ###-###-####
Email: c[redacted]@experts-exchange.com
Hours: 9am-6pm PDT Monday-Friday

I've been utilizing Experts Exchange since back in the 90s and stayed with it when it went from being a freebie site to a paid site. With the plethora of incredible information found there, I do understand the necessity to make it a pay site and I wholly support it. I've been a paying member since early 2000's and have never once regretted that choice or that annual charge I see show up on my CC statement. The EE community is exemplary in all facets of technology and you're literally tapping into the resources of the worlds's largest IT department to help solve (or maybe even contribute yourself) the daily issues that most of us experience. From one end of the spectrum to the other is the type of technical expertise you'll experience on this site. Hats off to the folks that keep this site up and running flawlessly day in and day out.

Hello M[redacted],
Our sincere apologies for your experience. It does appear there was a mistaken (duplicate) charge to your card. However, that charge
has been refunded back to you in the amount of 149.95.
In terms of the charge in the amount of...

49.95; this was agreed upon by you in very clear terms as of 11/05/2015. I have attached the chat transcript
where you agreed to this amount. As you can see from the transcript at 8:42 am, it states "On Tuesday K[redacted] offered me a year subscription for $50. Can we proceed with this?"
That is the amount you billed and how much we are obligated to bill your subscription for. I have however turned off all future renewals to ensure no more amounts get billed.
Best Wishes,
Experts - Exchange
Customer Support Escalation Team

On behalf of Experts Exchange, I sincerely apologize for Mr. [redacted]’s
negative experience. Experts Exchange makes every effort to notify members that
their subscription service renews automatically.
font-size: 9pt;"> 
Records in the Experts Exchange database indicate that Mr. [redacted]
registered his account on December 21st, 2011. Mr. [redacted] did sign up
for a Premium Service monthly membership that billed on December 21st,
2011 and renewed on the 21st of each month thereafter. His account
history shows 5 unique log in instances: 12/21/11, 12/23/11, 12/28/11,
12/28/12, and 12/07/14.
The email address used to register this account on December 21st,
2011 was [email protected]. This email address was
verified using Expert Exchange’s standard email verification procedure and a
username was created. Mr. [redacted]’s Membership billed without interruption from
December 2011 to December 2014. Records on his account indicate that his first
request for cancelation was received on December 7th, 2014, and was
permanently canceled on December 8th, 2014. Per section 20 of Expert
Exchange’s terms of use, Mr. [redacted]’s monthly subscription renewed automatically
until his request for cancelation was received by customer support.
In the interest of providing exceptional customer service, Mr. [redacted]
will be granted a refund of the last six months of monthly subscription charges
for a total of $112.70. Unfortunately, Mr. [redacted]’s request for a return of all
previous subscription fees in the amount of $388.50 will not be granted.

Very professional and user friendly site.
The difference between this and other sites is the quality. You will find the answers given here and in a completely different category than what you will find elsewhere.
New interface makes life a lot easier!

This is by far the best website to get accurate information on technical software or devices. When I am needing infomation to help me with an issue, my very first stop is Experts Exchange. They normally have the answer I am looking for and are referenced in many answers on the internet.