Experts Exchange

Complaint: 10239575
I am rejecting this response because:
I apply for the trail subscription  via email not chat or a phone call.  This makes it a"bait and switch" tactic for full membership. 
They are correct about the previous accounts I had with Expert Exchange and each time it became more difficult to cancel my subscription. A strategy that was fined tuned to extract membership fees.
 This was not the first time they had covertly charged my account for membership. There are numerous complaints about their billing tactics all over the internet. 
The one solution they are claiming credit for during my membership I also found in a Google search. 
I demand that Expert Exchange pay back the membership fee along with the service fee of $250.00 for time spent in protecting my account from unauthorized billing. 
Regards
Hector Reyes

I joined Experts Exchange for a week now and feel like bin given a new gift.
They've made me feel Important by giving chances to give my opinion and sending me surveys.
Thanks
Experts Exchange!

I love experts exchange. As a software developer, I have many questions that only certain other developers may be able to help me with. Experts exchange not only connects me to them to get this help, but I even use the service to just get a second opinion on something technical that I'm trying to accomplish. I usually get a helpful answer in under fifteen minutes! It's truly awesome!

Experts Exchange is the first place I go look for answers to my IT questions. Normally, whatever problem I am having someone has had and it has been posted on there. Normally with several detailed answers as to how to solve the problem. The few times I have not found my question and had to create my own question I have been very impressed by the amount of knowledgeable people contributing to the answers.

On behalf of Experts Exchange, I sincerely apologize for Ms.
C[redacted]’s negative experience. Experts Exchange makes every effort to notify members
that their free trial subscriptions...

automatically renew if no prior request to
cancel is received. This is outlined in Section 18 of Experts Exchange’s Terms
of Use (See below).
Records in the Experts Exchange database indicate that Ms.
C[redacted] registered her account on April 8th, 2015. Ms. C[redacted] did
sign up for a 30 day free trial of Expert Exchange’s Premium Service that
billed on May 8th, 2015.
Per Section 21 of Expert Exchange’s Terms of Use,
cancellations must be received before the first day of a new billing cycle. Ms.
C[redacted]’s account would have renewed on the 8th of May even if she
had reached an agent. Experts Exchange did not have any other reports of the
chat functionality not working, as many chats were received throughout the day.
Experts Exchange customer support team is open Monday – Friday from 5 am to 8
pm, so Ms. C[redacted] would not have been able to reach a customer support rep on the
weekend.
Despite the facts stated above, in the interest of providing
exceptional customer service, Ms. C[redacted] will be granted a refund for a total
of $19.95 if she were to agree to remove any public negative reviews posted
since her interaction with the Experts Exchange customer service team.
Best regards,
Matt Fitch, Experts Exchange Customer Support Manager
18. Free Trials
Experts Exchange may promote a Free Trial Offer. To receive
a Free Trial, you must sign-up through a Free Trial registration page and
select a subscription plan for Your Account to continue when your Free Trial
ends. You must have a valid email address 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 may not be
eligible to receive a Free Trial and will be redirected to a non Free Trial
registration page. Only one (1) Free Trial per customer.
We will begin billing your Payment Method for the
subscription plan chosen during registration at the end of the Free Trial
period unless you cancel prior to the end of the Free Trial period. To view the
specific details of your subscription, including subscription price and end
date of your Free Trial period, go to “My Account” and click on the “Billing” tab.
Free Trial lengths are computed on the basis of calendar days measured from
Midnight to Midnight “Pacific Standard Time”.
Experts Exchange will authorize your Payment Method as soon
as you register your Free Trial Offer. In some instances, your available
balance or credit limit may be reduced to reflect the authorization; however,
no charges will be made against the Payment Method unless you do not cancel
prior to the end of your Free Trial period.
Upgrading your Membership during your Free Trial period will
void the time left on your Free Trial and your Payment Method will be charged
according to the Membership you chose on the Upgrade (“Upgrade”) page.
You will not receive a notice from Experts Exchange that
your Free Trial period has ended or that your paid subscription has begun. 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. You may cancel your
Experts Exchange Subscription at any time by contacting Customer Support at
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.
21. 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.
This Agreement shall be effective for as long as
you are a Member or use or access the Site or the Services.
**You are solely responsible for properly
cancelling your subscription. You may cancel your Experts Exchange Subscription
at any time by contacting Customer Support at 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.** If
you terminate your subscription, your subscription will remain active until the
end of your paid subscription period.
Experts Exchange may terminate your Membership
immediately if, based on Experts Exchange’s sole judgment, it determines that
you have materially breached this Agreement in any manner, including but not
limited to (i) violating the Code of Conduct established for the use of Experts
Exchange Services or Site, (ii) infringing or violating any intellectual
property right of Experts Exchange or (iii) infringing or violating any
intellectual property right or privacy or publicity right of a third party.
Experts Exchange reserves the right to refuse service to anyone for any reason
at any time.
The termination of your subscription and/or
Account shall terminate your access to any Services for which registration is
required. Neither Experts Exchange nor any affiliate of Experts Exchange shall
be liable to you or to any third party for termination of the Services for any
reason. If Experts Exchange terminates your Membership because you have
breached this Agreement, you will not be entitled to any refund of unused
subscription fees. All decisions regarding the termination of Accounts shall be
made in the sole discretion of Experts Exchange. Experts Exchange is not
required to provide you notice prior to terminating your subscription and/or
Account.
Upon termination of this Agreement, the
perpetual license you have granted to Experts Exchange shall continue.
Provisions, which by their nature would be expected to survive termination,
shall survive and remain in full force and effect in accordance with their
Terms.

This is my "Goto" site for answers to problems I can't solve any other way. The community of experts here are all IT professionals who have been in the same position with tough problems and so helping other IT professionals is important to them. There are many times Experts Exchange has been the only place I've gotten the right answer and sometimes the only answer!

Experts exchange is an integral part of my problem solving now. Experts almost always respond within an hour and their efforts are usually directly on point. I've had people help me during the wee hours of the morning when calling specific technical support is not available.
If you're a tech, you need to be a part of this community.

Experts Exchange has been an invaluable resource for me. As an IT professional and Infrastructure Engineer I continually find the answers I need op their website. I have never had anything but good dealings with them.

Legitimate business! full with professionals!

Experts Exchange is a great resource to solve mainly IT problems but since it is a forum, other types of questions are asked and experts respond. It is a worthwhile investment in solving IT issues. The customer helpline is one of the best I have ever encountered. I would recommend this to anyone who needs ongoing IT support but has a limited budget.

Great company. Fantastic new direction. Great leadership. A great place to learn and help others in the process.

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.

Review: I setup a 7 day trial subscription with experts-exchange in 2008, and subsequently canceled prior to expiration of the 7 day trial period. I received no further contact from the company regarding continued billing so I assumed that the account was cancelled as requested. Since I do not have access to the credit card statement used for this account and had no contact from experts-exchange, I was unaware that they continued to bill on the account until yesterday, 5/22/2013.Assuming 5 years of bills at $14 a month, since I do not know the precise dates, the total billed against the credit card in question is roughly $840.Once the matter was brought to my attention, I promptly contacted experts-exchange and once again requested that the account be canceled and that my credit card be credited the total amount billed. Their representative stated that unless I could produce the cancellation email that the maximum amount they could credit was 90 days of service or about $42. Sadly, my archived emails only go back to 2010 making it impossible to retrieve any emails prior to that. Furthermore, I have received no contact from experts-exchange in any form, and when I pointed this detail out to the representative she said that I was unsubscribed from email.I find it absolutely absurd that the account was billed after I requested cancellation, and that when the billing continued, there was no notification of any kind to inform me that they were billing me over the course of 5 years. Clearly this is yet another monthly subscription service wherein the company lures their victim in with a risk free trial offer and then refuses to cancel that offer until they've collected as much as they can get away with.Desired Settlement: I would consider this matter resolved if experts-exchange refunded the total amount billed against my credit card since its inception.

Business

Response:

Experts Exchange keeps detailed cancellation history and

voids payment authorizations as soon as we receive cancellation requests. Once a cancellation has processed, a

cancellation confirmation number is produced and an automatic cancellation

confirmation email is sent to the customer notifying them of the processed

cancellation.

The consumer never contacted us prior to May 21, 2013 and

therefore his account was never cancelled.

All Experts Exchange accounts renew automatically, and renewal charges

are non-refundable. Customers can

cancel their account at any time and they will not be charged again, but are

responsible for any charges incurred prior to their cancellation.

Customers may cancel their account online, by email, phone,

live chat, fax or snail mail. Opting out

of the Marketing and Newsletter email list does not affect Account Notifications. Please review our Terms of Use for further

clarification: http://www.experts-exchange.com/terms.jsp.

The consumer’s was irate, uncooperative and used vulgar

language on several occasions during the call.

As a courtesy, we made an exception to our refund policy and refunded

him the last 3 charges to his account without a cancellation confirmation. If the consumer’s is able to provide a

cancellation confirmation prior to May 21, 2013; we will honor it and refund

all charges after its timestamp. We are

very sorry for the frustration in this matter.

Business

Response:

As mentioned before, there is no record of contact prior to

May 21, 2013. If the customer had

contacted us and a mistake had occurred where the customer service

representative did not cancel the account; there would still be a record of the

call on our phone log that we would have found and immediately rectified the

situation. However, there are no phone

records from Mr. Roberts until May 21, 2013 when he spoke to our customer

support lead. Furthermore, had Mr.

Roberts cancelled his account in 2008 by phone; he would have received a

cancellation confirmation number before he hung up the phone.

It is the customers’ responsibility to cancel the service he

signed up for when he no longer needs the service. Whether or not the customer has logged in to

use the service is irrelevant as he is paying for access to use the service at

his discretion.

Experts Exchange has already extended a courtesy to Mr.

Roberts by making an exception to our Terms of Use Refund Policy and refunding

the last 3 charges to his account without a cancellation confirmation. We will not be making further exceptions to

our Refund Policy.

Consumer

Response:

Review: 9554271

I am rejecting this response because:

Stating that there are no records is in no way proof that the request was not made. I most certainly did request cancellation prior to the expiration of the seven day trial period. My offer to reconcile this matter was fair. I pay for the services that I actually used, and Experts Exchange charges only for services rendered. An honest company that has their customers' best interest in mind would settle this matter.

Experts Exchange's unwillingness to settle this matter speaks volumes about their character. Any company so adamant about charging their customers for services that were never rendered is of bad moral fiber.

Furthermore, refunding $42 of the $800 your company swindled me out of is, in my opinion, not altogether courteous. I hope this correspondence will be posted publicly so that your potential customers can see the customer service, or disservice rather, that they are likely to receive.

EE is a place where your problems are embraced as were the Moderators problem - meaning - they will not rest until you get your solution. would definitely recommend !

Joseph

I have used Experts Exchange many times when I needed help with a Crystal Reports. The answers from the experts on this site have always been accurate and received in a short time period. While I have only used Experts Exchange for answers regarding Crystal Reports, I believe all of the experts on this site are as talented as the ones who have helped me. I recommend Experts Exchange to anyone who needs help with any software or hardware question.

Experts Exchange (E-E) is a reliable source of sound technical advice on all aspects of information technology, web development, programming, and everything related. A large team of volunteer experts provide fast, reliable answers and will take considerable time to ensure that you are satisfied with the results.

If you or your company need technical help, this is the site to use.

I have been managing networks and servers for over 15 years. As any I.T. Professional knows, sometimes you just get to that point where you need another geek to help you brainstorm. This is when I go to Experts Exchange.

Here you will find a wide variety of experience, from all walks of I.T. Many times all I have to do is search on my question within the site, and I'll find help. But when needed, I can actually ask my question. Their filtering system assures it goes to the right geeks. Many times I have help coming in within an hour!

This is an invaluable site for anyone who works in any branch of information technology. It is definitely worth the money to subscribe.

Experts exchange is an integral part of my problem solving now. Experts almost always respond within an hour and their efforts are usually directly on point. I've had people help me during the wee hours of the morning when calling specific technical support is not available.

If you're a tech, you need to be a part of this community.

Review: They are overcharging their customers and making it very difficult to cancel by forcing you to call their service. I didn't call their service to pay why do I have to call to cancel. They offer trail memberships as bait for users to pay for full price in their questionable membership. When I lost my email account Expert Exchange made it a point to track me down at another email address and bill the wrong account which they was not authorized to do. I contacted them and sent them emails and I was told there was nothing I could do. This is not the first time they have covertly billed my account. Beware!!Their service is no better than a Google search or a free support forum.Desired Settlement: Refunds of my membership and a $250.00 Service Fee I paid for trying to resolve "their" issue.

Business

Response:

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.

I have been using Experts Exchange since 2007 and have always been able to find the answers to all my questions. I couldn't do my job without Experts Exchange!

Dave Z