Experts Exchange

Experts exchange is a great technology site, where people will expertise more and more by answering the questions.

Proud to be a part of this group.

As an IT consultant with 15 years experience, I can say that part of what makes a great team is working together, helping your colleagues solve problems, or asking your colleagues to help you solve your problems. With Experts Exchange, your network of colleagues grows in a way that takes team to a whole new level and brings the expertise of a global network of IT consultants, systems administrators, programmers and more together to work and solve problems. I can think of no better resource out there for finding answers and resolving problems quickly.

Review: There is no way to cancel a subscription after business hours, even though I can access my account and billing info on-line. This seems unnecessarily convoluted, difficult, and slightly predatory - as in "Maybe if they can't reach us to cancel, they'll forget and keep giving us money."Desired Settlement: Cancellation of account, and change of the billing portion of their account website to allow payment changes/cancellation without having to speak to a person during business hours.

Business

Response:

All Experts Exchange accounts can be cancelled by contacting Customer Support by phone, email, or live chat. Members also have the option to leave a voicemail with our Customer Support department should they call after business hours. An agent from our Customer Support department will respond to their request by phone or email for all requests submitted after business hours. Cancellation requests are typically handled within 1 business day from their request date, however, any charges incurred after a cancellation request is submitted are eligible for refund.

Review: I signed up for Experts-Exchange specifically requesting that no auto-renew charges would be posted to my account. On December 5th they charged my account a fee. I'm still not clear on why the fee was charged, I don't see any advance notice of the fee. I simply see $49.99 was charged to my account. I did not agree or authorize any charges to my account. I did not want any extra charges to my account outside of the initial change which was exactly why I requested no auto-renew fees at the beginning of the period. They did not agree to refund the charge to me.Desired Settlement: I would like $49.99 put back on my credit card.

Business

Response:

Hello M[redacted],

I joined the Experts Exchange a couple of months ago and I've found the site to be very helpful. The site's moderators do a good job of keeping posts on topic and meaningful. As a Developer the site has greatly boosted my satisfaction level with helping others through this online medium. Kudos to the Experts Exchange Team for striving to constantly improve their service.

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.

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!

I have been a subscriber of this great company for many years and I would not hesitate to recommend them to anyone.

For over fours years I have relied on Experts Exchange in helping to resolve software and hardware problems. Every response came with it a sense of professionalism and a real desire to help. I am always treated with respect, never belittled. The experts are always very responsive never giving up until there is a resolve.

The value received for the membership cost has saved me time and resources that would have cost me thousands of dollars that I did not need to spend.

It is indeed and honor to recommend Experts Exchange as the source for solving hardware and software problems.

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.

I have been using Experts -Exchange on and off for about 5 years.

It is a fantastic resource, well run web site, easy to use, and with many helpful experts.

I can recommend this service.

Strong online community that has helped me solve a number of technical issues. Also a good place to learn new technology and make new contacts in the IT world.

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.

Review: I recently attempted to cancel my free trial subscription to Experts Exchange and on the 30th day, my credit card was charged and I had no way to get ahold of them to speak to someone to cancel. I received an email from them when I tried to cancel on the 30th day, that I would have to contact them by chat or by phone during the week day. I called today 12/9/2013 and they told me that they could cancel the service, but they could not refund my money. I told them I felt that it was not right. I spoke to customer service agent Amber and her ext. is 223. I then asked to speak to a supervisor and I spoke to Katherine. She stated she could reduce the $99 to the monthly rate of $19.99. I told her I felt I should be refunded the full amount. I had not even used their services during that time. I then asked to see if I could get the matter escalated. Katherine then told me that she handles the escalation. I then asked for the name of the president of the company and she stated that she could not give me that information. I feel that this company is not reputable. The mislead people into thinking that they will actually will get 30 days for free and they don't.Desired Settlement: I would like to have my credit card refunded the amount that was charged by them. I would also like them to truthfully state on the web site that users do not actually get 30 days free as they have been stating. I think it is deceptive. I think it should not be a secret as to give the name of the president of the company if they are doing business.

Business

Response:

Free Trials are offered for 30 (thirty) days, and are computed on the basis of calendar days measured from Midnight to Midnight “Pacific Standard Time”. Mrs. T[redacted]'s Free Trial began on Nov. 7th, 2013, which was day 1 (one) of her 30-day Free Trial. The Experts Exchange Customer Support Department honors the original cancellation request date for all members, no matter what our office hours are. Mrs. T[redacted] requested cancellation by email on the 7th of Dec. which was her first billing date and the 31st day of the existence of her account.

Review: I would like to file a complaint against experts exchange (http://www.expertsexchange.com) in San Luis Obispo, CA. I have had to pay exhorbitant monthly fees and I never really found their service useful. Additionally to cancel, was also very difficult and would not be prorated. They should be offering a per visit price, Ive paid $19.95 for over 2 months in a row at various times and never really found their knowledgebase that extremely helpful.They are overcharging their customers, and make it very difficult to cancel and receive the necessary fees back and sometimes never really use the service for more than 1 thing at a time! They have an A rating, but that is truly incorrect!Desired Settlement: Refund for past monthly charges from 2013.

Business

Response:

All memberships with Experts Exchange bill on an on-going basis,

and renew automatically in accordance with the subscription plan chosen by the

customer. In order to stop future subscription charges, customers must submit a

request to cancel their membership. Cancellation requests can be submitted by

phone, and live chat. Cancellation requests submitted by email are handled by

our Customer Retention Specialists as all cancellations must be processed by a

live agent.

Ms. D[redacted] has been a member of Experts Exchange since

2002. Her original account has history of cancellation and reactivation. In

Nov. 2013, she created a new account at our current standard Monthly price of

$19.95. No request for cancellation has been received by our Customer Support

department, therefore, her subscription continued to bill each month.

As a long-time member of our community, Ms. D[redacted] is

eligible to receive her previous monthly subscription pricing by contacting

Customer Support by phone, email, or live chat. Promotions and discounts of

this nature are only available through the Customer Support department.

At this time, Ms. D[redacted]’s subscription has been cancelled

as a result of this complaint. There have been a total of 3 $19.95 Monthly

charges dated Nov. 26th, Dec. 26th and Jan. 26th.

The $19.95 charges from Dec. 2013 and Jan. 2014 are eligible for return as a “Credit

Balance” which can be used toward future purchases.

Unfortunately, these charges are ineligible for refund for

the following reasons: Ms. D[redacted]

created this as a new account, choose to be billed monthly at the rate of

$19.95, and agreed to be billed until a request for cancellation was submitted.

As of the 26th of Jan. 2014, no request for cancellation was received;

therefore, the cancellation request submitted via this complaint has been

processed and will be effective at the end of the current billing cycle which

is Feb. 26th.

Business

Response:

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.

Review: I originally subscribed to this website in June 2013 for yearly subscription, I posted 2 requests and neither were resolved, I was able to find other free sites for the solution but I still didn't cancel for some reason I guess I wanted to give them another shot at it, but today (July 24 2013) I went to log in so that I can post another question for help and unfortunately I wasn't able to so I requested a password reset, the problem is that I didn't get the reset until 2 hours later and by that time I had already solve my problem (again for free) from another site, I decided I no longer want or need this service so I called to cancel but they refused to give me a refund, I even agreed on a prorated amount but they still refused and I don't feel that it's fair for them to steal my money being that I was never able to get any positive service from them.Desired Settlement: I feel that I deserve a refund of my yearly subscription minus the one or tow months (including the trial month).

Business

Response:

Mr. [redacted] signed up for our 30-day free trial on June 11th, 2013, and selected to be billed Monthly after the trial ended. On June 12th, Mr. [redacted] changed his membership to bill on an Annual subscription after the end of the trial period.

All free trials convert to the selected subscription plan on the date specified on our registration page, in our "Welcome" email and in the billing section of the "My Account" page. We require a request for cancellation to be submitted within the trial period in order to avoid being billed after the trial expires. (see screenshot)

Experts Exchange renews subscriptions automatically according to the chosen subscription term and all subscription charges are non-refundable in accordance with our Terms of Use. You may follow this link to review section 21 of our Terms of Use agreement: http://www.experts-exchange.com/terms.jsp#refund

According to the terms of the trial, Mr. [redacted] was billed on July 12th, 2013 because he did not submit a request for cancellation before that date. On July 24th, 2013, Mr [redacted] contacted us to cancel his subscription and receive a refund for the Annual charge. Per our Refund Policy: PAYMENTS ARE NONREFUNDABLE AND THERE ARE NO REFUNDS OR CREDITS FOR PARTIALLY USED PERIODS

As a courtesy to Mr. [redacted], our Customer Support Manager Catherine, offered a credit to his account for the remaining subscription time. As an alternative, Catherine also offered to extend Mr. [redacted]’s subscription term to provide him extended premium access to Experts Exchange. Mr. [redacted] refused both offers extended to him and requested to have his subscription cancelled immediately. Catherine cancelled his subscription on July 24h and Mr. [redacted] will continue to receive access to Experts Exchange until the end of his subscription term.

Experts Exchange will not make additional exceptions or considerations in this case.

Business

Response:

Experts Exchange requires all Free Trial members to cancel within their trial if they decide that the service does not meet their needs, or they do not want to continue after the trial period. Mr. [redacted] requested to cancel 12 days after his trial ended, making him ineligible for refund. Regrettably, our service did not meet Mr. [redacted]'s needs, however, our Terms of Use agreement outlines expressed or implied warranties as follows:

Experts Exchange is a great resource. I've been using them for about 10 years and have found the users there are friendly and very helpful.

I think that Expert Exchange is useful community for IT field. I found much information to help my troubles on Expert Exchange. I can contact to others for learning IT knowledge.

Beside, I also contribute my real experience to the community to help anyone whom are encountering same issues.

I hope that Expert Exchange continues growing up in next future.

I first discovered the Experts Exchange around 2003/2004 while preparing for my Microsoft Certification exam as a Solutions Developer in Visual FoxPro 6.0.

With the help of the wonderful folks over at FoxPro Wiki and the true "Experts" of the "Exchange" I passed the last qualifying exam on the evening of the last day it was available for testing before Microsoft retired it. That was 6/30/2004. Thus began my love affair with the Experts Exchange.

There are several things which make the Experts Exchange unique and my standard GoTo resource when writing code.

1. You can't beat the price. At the time I joined, the monthly fee was $9.99. Where else can you get "unlimited technical support" for $10 dollars a month? That was unheard of, a novel concept and still is, in my opinion. A tech support call with Microsoft began at a minimum of $69.00 back then, but these days I believe it's closer to $249.00 per incident AND that is for only one issue.

But you know what's ever better than the price?

2. The Expert Exchange Members! I always think about it this way - signing up with the Expert Exchange gives me access to the best and brightest minds in Information Technology throughout the entire WORLD! With that kind of diversity and participation I generally get several *VIABLE* solutions to the problem posted. Some of the experts will provide you with actual working code that you can then implement directly into your work. Others are kind & patient enough to explain their answers if asked and clarify things which may not be readily apparent to the person posting the question.

The Experts receive points given by the users of the site dependent upon the quality of the solution they provided therefore the Experts compete among themselves in order to rise up through the rankings in their quest to achieve the recognition and prestige of being a "true" expert.

And although I haven't used the feature yet, the site has "recently" put in place a mechanism which allows the user to make and keep their postings private. There are many reasons why someone might want or need the ability to participate in a problem solving forum such as the one the Experts Exchange provides without just anyone (a competitor, for example) being able to know exactly what he intends or is working on.

The only other thing I can think of to say at this moment is that I will probably be a member for life and that I really should began working on becoming an expert myself and giving a little something back.

Review: I enrolled on the free 30days trail hopping that I could find an answer to one questions and tested the services being offered. I could not find an answer to my question, and when I tried to cancel the service on 5/8/2015 the chat service was not working. I kept trying Saturday and Sunday and even though the website stated chat Online available and a green button, there was not answer, I sent an email and still not answer. I called today and the lady told me to complaint with the Revdex.com or dispute the charge with my credit card.First: The services they provided are not any help for developers like they overstated on their web site and second one, trying to cancel their service is extremely difficult.the amount is only @19.99 the problem is not the money but the principle. I not like when people wants to take advantage and try to take from us our hard earned money.Desired Settlement: Refund for the amount of $19.95.

Business

Response:

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 Manager18. Free TrialsExperts 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 CancellationTo 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.