Due to company policy, we are unable to refund a product past months and your purchase ran for the full yearWe can however refund the renewalAs compensation, we can provide a free Total Security code for this year at no cost if you are still using our productLet me know if this is acceptable( still awaiting reply )
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please see my email response to the company below:--------------------------------------Hello ***, Thanks for the prompt replyI've talked to your bill processing company, [redacted] ***Apparently, I was charged for auto renewal plan that I did not authorizeThe representative of [redacted] on the phone kindly walked me through the buying process and showed me the auto renewal plan was on by default with every purchaseFirst, I did not want nor authorize the auto renewal planSecond, why did the system renew my license even after I have bought a new subscription three months prior? Third, I have two computersWhy the my other computer still shows my license is expired after I paid for the auto renewal? There seems to be many, many complaints about your order processing [redacted] itMany people complain about unauthorized charges by your company on their card or [redacted] accountYou need to redesign your online buying process and remove the auto renewal as defaultPlease see the attached pictureThe "Auto-Renewal Plan: ON" should NOT be in part of the product descriptionIt should be moved to the bottom like your additional services and the customer are given a fair chance to consciously decide whether they want to add it to their purchase or notThe renewal plan will cost the customers money so it's the merchant's responsibility to specify what they are paying or signing up forI understand that you might not have the authority or power to make any changes on the buying process but this is definitely something you want to reflect to your supervisor and the management team.I've used Kaspersky for many years and love your productsI think it's a shame that loyal customers like me stop buying from you because they weren't notified they were signed up for the auto renewal plan or because of the faulty designed buying processThank you for your attention to the matter, I wish to see and be notified about the change soon***On Thu, Jan 21, at 8:AM, Kaspersky Lab Support wrote:Hello ***,Thank you for your recent feedback to Revdex.comComplaint # [redacted] I was able to find your order and charge for $119.99, but I could not find another order with a charge of$Our order processing company [redacted] would have to change any credit card information, please try contacting them again and request to speak with a supervisorIf you still have trouble getting to them, please reply back to this email They may be able to locate the other order with the billing of $you mentionedTo receive assistance with this request please contact our order processing company at [redacted] or via email at [redacted] For security reasons technical support is granted limited access to the sales ordering system and we are unable to process this requestIf you can send a credit card statement attached to the email showing the overcharge, that would also help us.Kindly reply to this message if you need further assistance.If your issue has been resolved, please let us knowIf you do not reply we will automatically resolve your request in day(s).Best regards, [redacted] | Technical Support | Kaspersky Lab AmericasConfidentiality NoticeThis email message, and any attachments hereto, are for the sole use of the intended recipients, and may contain confidential and proprietary informationAny unauthorized use, disclosure or distribution of this email message or its attachments is prohibitedIf you are not the intended recipient, please notify the sender by reply email and permanently delete this message and its attachments
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedRegards, [redacted]
Again, we had emailed the customer that the refund was being processed for her We have received your information and your refund request has been reviewed and approved by managementThe standard processing time is - weeks ( usually sooner ) for the check to be mailed from our Accounts Payable Department.I have put in a request to expedite the refund.Thank you for your patience
I am continuing to experience customer services related issues form an existing incident number [redacted] that the customer services representatives continue to pass the buck on the retial establishment on my refund and still have not heard anythng nor a contact from a supervisor from Kaspersky to speak to me on the issue They needot have better customer services procedures to stand beding there product To work better customer relations
we will have a service manager contact the customer
We will have our supervisor reach out to the customer
We will have a supervisor reach out to assist the customer
Due to company policy, we are unable to refund a product past months and your purchase ran for the full yearWe can however refund the renewalAs compensation, we can provide a free Total Security code for this year at no cost if you are still using our productLet me know if this is acceptable( still awaiting reply )
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please see my email response to the company below:--------------------------------------Hello ***, Thanks for the prompt replyI've talked to your bill processing company, [redacted] ***Apparently, I was charged for auto renewal plan that I did not authorizeThe representative of [redacted] on the phone kindly walked me through the buying process and showed me the auto renewal plan was on by default with every purchaseFirst, I did not want nor authorize the auto renewal planSecond, why did the system renew my license even after I have bought a new subscription three months prior? Third, I have two computersWhy the my other computer still shows my license is expired after I paid for the auto renewal? There seems to be many, many complaints about your order processing [redacted] itMany people complain about unauthorized charges by your company on their card or [redacted] accountYou need to redesign your online buying process and remove the auto renewal as defaultPlease see the attached pictureThe "Auto-Renewal Plan: ON" should NOT be in part of the product descriptionIt should be moved to the bottom like your additional services and the customer are given a fair chance to consciously decide whether they want to add it to their purchase or notThe renewal plan will cost the customers money so it's the merchant's responsibility to specify what they are paying or signing up forI understand that you might not have the authority or power to make any changes on the buying process but this is definitely something you want to reflect to your supervisor and the management team.I've used Kaspersky for many years and love your productsI think it's a shame that loyal customers like me stop buying from you because they weren't notified they were signed up for the auto renewal plan or because of the faulty designed buying processThank you for your attention to the matter, I wish to see and be notified about the change soon***On Thu, Jan 21, at 8:AM, Kaspersky Lab Support wrote:Hello ***,Thank you for your recent feedback to Revdex.comComplaint # [redacted] I was able to find your order and charge for $119.99, but I could not find another order with a charge of$Our order processing company [redacted] would have to change any credit card information, please try contacting them again and request to speak with a supervisorIf you still have trouble getting to them, please reply back to this email They may be able to locate the other order with the billing of $you mentionedTo receive assistance with this request please contact our order processing company at [redacted] or via email at [redacted] For security reasons technical support is granted limited access to the sales ordering system and we are unable to process this requestIf you can send a credit card statement attached to the email showing the overcharge, that would also help us.Kindly reply to this message if you need further assistance.If your issue has been resolved, please let us knowIf you do not reply we will automatically resolve your request in day(s).Best regards, [redacted] | Technical Support | Kaspersky Lab AmericasConfidentiality NoticeThis email message, and any attachments hereto, are for the sole use of the intended recipients, and may contain confidential and proprietary informationAny unauthorized use, disclosure or distribution of this email message or its attachments is prohibitedIf you are not the intended recipient, please notify the sender by reply email and permanently delete this message and its attachments
We will have a supervisor review the case and contact the customer
We will have a supervisor contact the customer
We will have a supervisor contact her for the refund
We will have a supervisor reach out to the customer
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
Update on ComplaintI was finally able to make contact with someone with Kaspersky Labs and will be receiving a refund.Thank you,***
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedRegards, [redacted]
we will have a supervisor contact the customer
I accept the business refund Regards, [redacted]
The customer's case is still open and was not closed in our system and we await her checking with her bank
We will have a supervisor contact customer to see about sending another check
On checking his order, it was already refunded on 3/6/2018, we will have a supervisor confirm this with him
Again, we had emailed the customer that the refund was being processed for her We have received your information and your refund request has been reviewed and approved by managementThe standard processing time is - weeks ( usually sooner ) for the check to be mailed from our Accounts Payable Department.I have put in a request to expedite the refund.Thank you for your patience
We will have a supervisor contact the customer .
I am continuing to experience customer services related issues form an existing incident number [redacted] that the customer services representatives continue to pass the buck on the retial establishment on my refund and still have not heard anythng nor a contact from a supervisor from Kaspersky to speak to me on the issue They needot have better customer services procedures to stand beding there product To work better customer relations