Experts Exchange

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!

Review: I received an email stating that my service would automatically renew on 11/16/2013 and when I tried to cancel my membership online I was unable to do so. The message read that I needed to call customer support in order to cancel. How convenient. When I called the number to cancel I found out that the office was closed and that I needed to call during regular business hours M-F yada yada....I email them that I wished to cancel and received a response on 11/16/2013 that I needed to cancel by phone or chat. When I spoke to them on Tuesday 11/19/2013 they told me it was to late to cancel the membership and that the account was already charged. They could however give me a reduced rate of ~29. When I started to agree to this proposal I found out that if I let them charge an additional ~$29 today they would refund the original $49.75 in 7 to 10 days. At this point I felt like I was being used and already dissatisfied with the deception I told them to just cancel the membership. They told me they could not provide a refund even though they were not available to cancel on the day the membership renewed. I spoke to a manager who proceeded to reiterate the same thing which just infuriated me that they can just extort money from long time customers. If you are going to renew a membership on the weekend then you should have someone available for cancellations.Desired Settlement: I would like a refund of the 6 month membership of $49.75

Business

Response:

Mr. P[redacted] submitted his request for cancellation on his billing date - 11/16/2013. As he indicated, a renewal notification was sent to him 15 days prior to his renewal date to remind him of the upcoming charge. The text of this email indicated the date and cost of his renewal, and how he could submit his cancellation request. Below is the text of this email: This is an automatic notification that your Premium Membership will automatically renew on 11/16/2013. Following is your current account information: Membership Type: kp[redacted]Membership Cost: $49.75 USDPayment Information: Mastercard ending with #### Please make sure this information is correct, or log in to update it by following this link: [redacted] To continue your Premium Membership, take no action and we will automatically renew your account. If you would like to cancel, you can do so by contacting Customer Support via email, phone, live chat or support ticket. If you cancel, you will be able to continue using your account until the end of your term on 11/16/2013 Section 22 of Experts Exchange Terms of Use state the following: “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.”

As a courtesy, the Experts Exchange Customer Support Department offered Mr. P[redacted] a discounted subscription fee for his Biannual plan to better accommodate his needs and retain him as a customer. Mr. P[redacted] declined this offer and insisted on a full refund for the Biannual subscription fee. In accordance with our Terms of Use, and the date he submitted his cancellation request, the Customer Support Department declined to issue a full refund for the renewal fee, but offered a change of plan to our lowest cost subscription plan for 1 month at $19.95. Mr. P[redacted] declined this offer. He confirmed that no cancellation request was submitted before his scheduled billing date. Mr. P[redacted] used abusive language and threats during his interaction with Customer Support. Section 23 of our Terms of Use states:

**PAYMENTS ARE NONREFUNDABLE AND THERE ARE NO REFUNDS OR CREDITS FOR PARTIALLY USED PERIODS.** At any time, and for any reason, we may provide a refund, discount, or other consideration to some or all of our Members (“credits”). The amount and form of such credits, and the decision to provide them, are at our sole and absolute discretion. The provision of credits in one instance does not entitle you to credits in the future for similar instances, nor does it obligate us to provide credits in the future, under any circumstance.

Consumer

Response:

Review: 9809339

I am rejecting this response because:

Experts Exchange is a great learning platform where people exchange ideas, help out other folks and learn a lot.

It is probably also one of the only platforms where there is such a huge variety of topics to ask for and answer to.

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!!!

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.

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.

Experts Exchange helped me to finish a database on time to turn it over to the users. The experts are helpful, willing to engage in the resolution process, and helpful in proposing alternataive solutions.

This is one of the best decisions I've ever made. I work for a small department, for a large medical corporation. I develop access DB's for my department that require unique to say the least for them to do off the wall processing. Every time I have gone to EE for answers, I get a quick, accurate, and amazingly concise answer. I have never been disappointed in fact I have been absolutely amazed that they could come up with some of the answers thinking that they were impossible to do. I would recommend this company to anyone if you need solutions right now and not next month.

Review: I have lodged several requests with the vendor to cancel my subscription to their website. Their customer service kept referring me to their "customer retention specialist", trying to convince me to keep the subscription (including discounts, etc). I have reiterated in several emails that I do not wish to continue the subscription and that they should not charge my credit card anymore. This started on October 27. Yet, on November 11, 2014 they have charged my credit card USD 149.95 for yet another yearly renewal. The last person I have been in contact with was [redacted], Customer Retention Specialist ([redacted]@experts-exchange.com).Desired Settlement: I would like the charge refunded and the subscription cancelled.

Business

Response:

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10307362, and find that this resolution is satisfactory to me.

Regards,

Hello Team,

I would really appreciate the effort you guys put in for this website.

I am very happy to be a part of experts & exchange because it will help my both personal & professional career.

Congratulations to all the EXPERTS on the website who are helping huge number of people in various technologies.

Thank You Team.

Experts Exchange is a not just a website for techies and tech professionals to hang out and chat, it is also a tool.

I have used EE (Experts Exchange) to find answers to seemingly difficult questions and to also read the great articles that are written by its members.

There honestly isn't a bad thing I can say about Experts Exchange. It has been a great resource of information on all things technology related and I "always" recommend that my colleagues go and take a look at the website and, ultimately, create a premium membership and take full advantage of what Experts Exchange has to offer.

Hands down, the single most trusted collaborative forum for ALL technology questions and help. The vast range of knowledge and experience that you will encounter in this community will surely get you either back up-and-running, or moving on to the next phase of your project with confidence.

The professionalism of the members and those who maintain Experts Exchange are top notch. The times I have used them I always had prompt and friendly help. I use this site daily as a mentor and as a customer needing help.

Great service and site. I enjoy the daily e-mail with questions from people with issues I can help with. Some of the questions have even helped me learn new things. It is also nice that you can earn a membership for participating. The site is also professional and not full of inappropriate or ego filled responses.

Review: I called to cancel and receive a refund but, the representatives were being very uncooperative claiming that the 1st day was the day that I Signed up. This is not right as there were hours of service that I wasn't getting. I registered on April 29th and I am now canceling on May 29th and was billed. Based on traditional counting of days that is thirty days. But with their system they count the first day of registering as an entire day. This is robbery due to the fact that there are hours that are not being accounted for. so I am paying for service that I didn't receive on the first day. This is a scam to take peoples money. If they want to do this then they must be accurate down to the minute. This is a scam and no one should encounter this!!!Desired Settlement: I would like a refund!!! This is a scam and only a refund would make me feel better.

Business

Response:

Mr. Monplaisir signed up for our 30 day free trial on

April 29, 2013. Free Trials are offered

for thirty (30) days, and are computed on the basis of calendar days measured

from Midnight to Midnight “Pacific Standard Time”. There are 31 calendar days between April 29

and May 29. In Mr. Monplaisir case,

his billing date was May 29, 2013. 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.

Experts Exchange presents your billing date in three forms so

that you may cancel your account prior to your next billing date: on the buy

page before you subscribe, under the billing tab within “My Account”, and on

your Welcome Email. I have included the

wording from the buy page and welcome email below:

“There is

no risk or obligation. You can cancel online anytime before May 29,

2013 and you will not be charged. At that time, your subscription will

begin renewing every month.”

“You have

signed up for our 30 Day Free Trial Premium Membership. Your free trial will

automatically convert to a paid membership on: 05/29/2013.”

“You may

cancel your membership any time before 05/29/2013 and you will not be charged;

you’ll be able to access your account until your free trial expires.”

I have also included screenshots of our free trial buy page,

my account page and welcome email based on a free trial created on today’s date

(June 4th, with a billing date of July 4th).

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!

Experts Exchange has a great reputation for being a reliable source of information for I.T. professionals. They are worth their weight in gold. I wish I could have an extra set of hands to give them 4 thumbs up. Thank you for all your wealth of knowledge and professionalism.

Review: I was unaware after my free trial ended I would be immediately billed for an entire year of service. I didn't understand that I needed to opt out of this or I'd be billed, therefor I didn't check to see my member status and that allowed this to go on for a couple months. They offered to refund me for half the year. This is unacceptable, the trail didn't provide any value for me and I'd be paying for something useless.Desired Settlement: I would prefer a full refund.I never used the service past the trial. The product was of no use during the trail. I never intended on paying for this service.

Business

Response:

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 didevaluate 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.

Review: I currently have a subscription to services offered by this company. I visited their web site to cancel these services today and we told (via the web site) that I must call them during normal business hours to cancel the subscription.This should not be the case. I was certainly able to subscribe via the web site. However, now that I want to cancel the subscription I must suffer the inconvenience of calling them during their office hours. This is obviously simply a tactic to make it more difficult to unsubscribe.Desired Settlement: I would like to have this company be required to allow subscription cancelations via their web site.

Business

Response:

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 CancellationTo 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.

Can't compete with StackExchange on a feature level, so they are now playing tricks with billing. You can't cancel automatically on their website. You have to speak to someone, who tries to retain you with a free membership. What they don't tell you is that you get charged again after a few months. Contact them to get a refund and to close the membership, they claim you accepted the new membership fee and won't refund the money. What BS.