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9 Replies Last post: May 10, 2008 7:27 PM by wireless615

wireless615

5 posts since
May 8, 2008

May 8, 2008 11:22 AM

Automatic Renewal of Software Licenses

My experience with PC Tools Spyware Doctor was less than satisfactory. In the end deleting the program and writing off the cost was the easist solution. Twelve months later PC Tools sent an email indicating the company policy of automatically renewing licenses. I purchased Spyware Doctor online supplying a credit card number which apparently the company stores without my permission. Upon visiting PC Tools website, searching for over an hour the option of not renewing my subscription is either hidden or not available. Does anyone else find this to be a deceptive business practice?

rgreen4

2,813 posts since
Oct 22, 2006

1. May 8, 2008 11:51 AM

in response to: wireless615

Re: Automatic Renewal of Software Licenses

At least give them credit for warning you before they charge it. Some companies policy is to just renew it and resolve it when you scream.

There are several things you can do -

1. Contact your credit card company and let them know that these charges are not approved. The billing will come from Element 5 (according to the PC Tools Website).

2. Following the links on the PC Tools Website about changing the credit card info on subscription renewal (Support, Product, Sales, Renewal Questions), the Element 5 Website is https://ccc.element5.com/ccc/my_account.html, but their landline is 1 800-406-4966. This info is contained on the PC Tools Website.

3. Contact PC Tools directly by calling their contract number in the U.S. 1-800-764-5783.

Be thankful that we don't have to pay the U.K VAT, which according to one reference on their site is 21% (and we gripe about 7% Sales Tax in S. Georgia)!

Flashorn

902 posts since
May 19, 2007

2. May 8, 2008 2:19 PM

in response to: wireless615

Re: Automatic Renewal of Software Licenses

Hey wireless 615!!

Welcome to PCWorld Community!

I too, had the same experience with PC Tools.

You will have to change your preferences from automatic to manual subscription renewals

for the program that you have bought in the passed.

No, they don't tell you this when you purchase their programs.

I found out how to do it but, I forget the steps I took to change my preferences.

I have kept the e-mail they have sent me along with the links.

I will send you a Private Message because I cannot post any

Personal Information on the site itself.

So. watch for the "YOUR STUFF" to light up in a orangy color.

Just click on "YOUR STUFF" and a drop down menu will appear.

From that drop down menu, the last entry will say "Private Message"

Click on that one and it will bring you to your Private Messages

and you can chose to view the message from there.

I will title it "PC Tools"

FLASHORN.

Patience is life.

wireless615

5 posts since
May 8, 2008

3. May 8, 2008 2:34 PM

in response to: rgreen4

Re: Automatic Renewal of Software Licenses

Rgreen4 & Fashorn,

In Texas we pay 7.75 with no state tax deduction on our wages. Thanks for the info, probably should have figured this out myself. I am just plain annoyed at deceptive practices designed to facilitate profit by a vendor. Honorable companies do not decieve or in my mind deliberately hide cancellation options. The email sent by the vendor meets legal criteria, consumer criteria would include an easy opt out solution. Enjoy the weekend.

Flashorn

902 posts since
May 19, 2007

4. May 8, 2008 2:42 PM

in response to: wireless615

Re: Automatic Renewal of Software Licenses

Hey wireless!! OK, the link in the PM did not appear as it should have

so, I'll post it here

FLASHORN.

PS> sorry the link will not appear

I will try and retrace my steps and post back.

Message was edited by: Flashorn

Patience is life.

rgreen4

2,813 posts since
Oct 22, 2006

5. May 8, 2008 3:29 PM

in response to: wireless615

Re: Automatic Renewal of Software Licenses

Hey Wireless. Yeh, I know that Texas is one of a handfull of states with no income tax, but they make up for it in property tax. I grew up in Texas, in fact when I was in the 8th grade, the Houston Chronicle had a headline that the population had passed 500,000 (1956). In fact, up until last summer, I still had the Texas DL that I got at the age of 14. Graduated from Texas A&M (no jokes please), spend 5 1/2 years flying in the Navy, went back for my MBA, went to work for a company that has move me around the country. Home now, is South Georgia. We have an income tax and sales tax, but relatively low property tax.

As a PC Tools subscriber for Registry Mechanic, I will see if I can find the preferences setting that Flashorn mentioned. If I do, I will post back.

wireless615

5 posts since
May 8, 2008

6. May 8, 2008 6:20 PM

in response to: rgreen4

Re: Automatic Renewal of Software Licenses

rgreen4,

PC Tools responded to my email changing my subscription to manual renewal - a positive response and a credit to the company. I also found myself relocating to Alpharetta GA for work followed by DC, WI and finally Texas. Where else but Texas can you see a Cadillac Esculade with chrome cattle guard bumpers and air dual horns? This year found us in Houston frequently at MD Anderson and in the process visited many Houston landmarks.

Thanks again, in the end PC Tools was prompt in their response, met my wishes in a timely fashion while satisfying my requests. I'll remove the post in fairness to PC Tools - however still maintain some laws should be examined on how companies retain credit card information and default to auto renewal. Thanks for your time.

rgreen4

2,813 posts since
Oct 22, 2006

7. May 9, 2008 6:30 AM

in response to: wireless615

Re: Automatic Renewal of Software Licenses

Wireless, I would not remove the post. It may catch the eye of someone with the same situation and then your last post will show them how to deal with it. I hope the trips to MDA worked out.

wireless615

5 posts since
May 8, 2008

8. May 9, 2008 12:18 PM

in response to: rgreen4

Re: Automatic Renewal of Software Licenses

Good thought, I'll leave the post. MDA after 9 stays, 6 chemos and 87 nights in the end were unable to help. We're home with hospice for a short while. Not every story has a good ending. My anger at PC Tools sprang from the fact every penny has a waiting pocket as can be the case with illness. Thanks for your help.

wireless615

5 posts since
May 8, 2008

9. May 10, 2008 7:27 PM

in response to: wireless615

Re: Automatic Renewal of Software Licenses

Update. PC Tools responded to my request to not renew my account stating my account was now considered a "manual" renewal account. Ah, today PC Tools deducted $29.95 from my bank account. In a logical thoughtful world I would understand Support and Billing are two separate systems and acknowledge a time lag between one system notifying another - on the other hand in house money is at a premium, $29.95 boots the car another 200 miles down the road, now we start the process of seeking a credit - slinky stuff this automatic software license renewal. FYI

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May 8, 2008 11:22 AM

Automatic Renewal of Software Licenses

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