PC Tools PC Tools anti virus software Mountain View, California
I Purchased one year of PC Tools. When I went to the website to get the telephone number to resond, that I did not wish to renew with them, could not find a telephone number. Furthermore I opted out in the beginningwhen i ordered origionally, that I did not want an auto renewal.
I have waste several hours trying to find a tel number for the company. I finally found them in Mountain View Calif. Called and the messages said something was wrong with their phone and to call back.
I finally got a phone number and called it. It was in Milia. This person, Alex put me to billing and the girl, Mary in The Phillipeans. She told me her name after me having to insist she give me her name so I would know who I was talking to. She clammed up and would not speak to me. I requested someone else who was not a clam. I waited on hold for 33 minuts of my cell time. No one came to the phone so I hung up. I called again and got put on hold from the menu and again hung. I was on for approx.11 minutes and again hung up.
This is fraud. Why can't the authorities do something about the internet companies?
Roz Darby-Mc Intyre
1 Updates & Rebuttals
PC Tools
United States of AmericaPlease provide more information for further assistance
#2UPDATE Employee
Wed, September 07, 2011
Hello Roz,
I sincerely apologize for the experience you had with our Customer Service Department. I understand your frustration with the unacceptably long wait time and having been unable to resolve this matter over the phone.
From your statement, I can see that you did not wish to automatically renew your subscription purchase and opted out on your initial purchase. Upon purchase, all PC Tools customers receive a confirmation email outlining the purchase, our support information, as well as details to access your records - of payments, current and expired subscriptions. By using the licence code provided in said e-mail, customers are able to log in to MyAccount (https://secure.pctools.com/myaccount) to verify and make changes to your subscriptions status and licenses.
Additionally, we also notify customers 30 days prior to the expiry date that the subscription will be automatically renewed, and provide customers with the opportunity to opt out if they wish to do so. This subscription is not a contract. You are not locked into any commitment to re-purchase, as you can cancel your product subscription at any time by contacting PC Tools. It has been our experience that customers have changed e-mail or internet service providers and have been unable to login using their current e-mail information, please review if you have other possible alternate emails. If you have not received any notifications, please also try checking your SPAM or JUNK folder.
Upon attempting to research this incident further, I was unable to locate an account based solely on the name provided (Roz Darby-Mc Intyre). In order to further assist you and review actions of said agents, please provide your ticket number(s) from your previous attempts to contact us.
Kind Regards,