Z
Neophyte

Neophyte

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1 Message

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100 Points

Saturday, April 15th, 2023 7:36 AM

Closed

Resolved

bad service

My subscription is still active, but the program on my PC still shows as expired. I asked several times technical through Geek Squad but nothing happened, I will move to another internet security provider  

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Brand User

Trend Security Expert

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29 Messages

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640 Points

1 year ago

Hi @zaid_mig_29 

Welcome to the Trend Micro Users Community! 

 

We apologize for the inconvenience you're experiencing. Upon review, we've found that your Geek Squad purchased subscription has expired. Don't worry, our team is here to help you resolve this issue and restore your protection. 

 

You can directly purchase a new subscription from our online store:
https://www.trendmicro.com/en_us/forHome/products/maximum-security.html

Neophyte

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1 Message

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70 Points

1 year ago

Please explain why we, the customer, should be required to purchase a new subscription when we paid for said subscription. Next question is why I should want to stay with a company that ends its service in this manner. Would you consider a refund for the time that you have not covered my subscription, or will you provide coverage for the interim?

Brand User

Trend Security Expert

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35 Messages

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750 Points

1 year ago

Hi @fairydust_1116,

 

Thank you for sharing your thoughts on this concern. We want to clarify that the issue with @zaid_mig_29's subscription was normal because it had already expired. Trend Micro Security software displays a message when a subscription expires, but before this happened, the customer should have received an email notification about the upcoming expiration. The support engineer offered to purchase a new subscription to get the security software up and running again. To make up for the inconvenience, we can provide a one-month license extension as compensation. I hope this addresses your concern. Thank you.  

 

Regards, 

Glenn 

Neophyte

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5 Messages

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190 Points

1 year ago

I decided to switch programs after other issues I have had. I made sure to turn off auto renewal in my account. I had two weeks left with this subscription. All of a sudden, I got an email receipt for my renewal. I immediately logged in and saw that auto renewal was still on, and I turned it back off. I called customer service and was able to get the subscription cancelled and while on that call was also informed that he would turn off auto renewal for me... because it was still on. What is this nonsense? Meanwhile, the 2 weeks left I had on my paid subscription are now gone. You have taken my money and terminated early. Don't we all love paying for things we don't get?

Goodbye Trend Micro. I will never see you again.

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