Home and Home Office Product Discussions

[#1]

My Trend Micro program had a flaw that cost me a remote fee to remove a non-existent virus. The remote tech was the SIXTH person I had contacted for help- (after spending hours on type chat with the website so-called "help"). The remote tech found that the program I had purchased (Trend Micro 2010 Anti Virus and Anti Spyware) had a glitch that prevented not only my updates but also my ability to get on Internet Explorer itself. I had, of course, already paid for this remote help by credit card to remove this "supposed" virus that "Hijack This"  found when I was in type chat with one of the other five techs.  The remote help found that the 2010 AntiSpyware and Antivirus was flawed and was, itself, causing my lack of updates or ability to get on Internet Explorer. Still, I was charged for antivirus removal when, in fact, the product I had bought was the cause of my computer's inability to update. I had just purchased this antivirus in September, and now I am being charged again, almost triple the cost of the program, to fix the program!  The fault was not mine: it was inexperienced web tech support and a program that was..and may still be... full of bugs. I have put a stop on my auto-renewal. I am disputing the charges, and I am enraged.

[#2]

I have had similar experiences and  definitely go through corporate to get your refund for their errors! I would also

 get in touch with your CC company and have them refund you. You paid for services that you did not receive nor need at all!  That is an illegitimate transaction. And finally I would get in touch with the Better Business Bureau and file a complaint if Trend Micro does NOT reimburse you, especially when it was their fault to begin with!   *Hope all works out for you!

[#3]

Hi Karen,

First of all thank you for taking some time in sending your feedback to us. 

I have reviewed your case for last few days together with our premium support managers. We understand your position and points of argument with regards to your reported issue and it seems that there has been a little misunderstanding between us. With this we have decided to give you a call this Tuesday at about 1:00PM PST to have things explained much better and if possible come-up with a win-win solution for these concerns.

We're looking forward for your positive response regarding this.

Thank you and kind regards,
Rexival Feraer

Consumer Support Team

[#4]

Thanks for responding. If you intend to refund my $64.95, then call, and I may consider reinstating my auto update for next year. If not, it is already in the hands of my bank, and I will let them handle it....thus you needn't waste a call. I do not want some 25 dollar coupon or credit. I want my money back. Your tech told me I had a virus I didn't have. It was a service I didn't need. That is an illigitimate charge.

[#5]

Tuesday and your phone call never came- the time has come and gone- I guess that means you were not in earnest about finding a win-win solution.