Lifetime Purchase

[Flying Ace]

Luckily my credit card has expired or it looks like they would have quietly stolen my money. I DID NOT sign up for automatic yearly payments. Why would I for a "lifetime" product?

I'm not happy about that or them reneging on their "lifetime" offer that they sold a year ago. I got duped! So this was my reply:


Thank you for offering to charge me again for a "lifetime" product. Instead I would like to continue the same life that I have and the same "lifetime" support that I already purchased. Should I be so lucky as to have another life I will consider purchasing another "lifetime" product.


On 12/17/2011 14:50, cleverbridge / Horizon DataSys Inc. wrote:
>
>
>
> If the e-mail is not displayed correctly, please click here to open the email in your web browser.
> Dear Flying Ace,
> Your payment details need to be updated
>
> On 12/xx/2011 your payment of $10.35 for your subscription for "Lifetime Updates and Gold support" by Horizon DataSys Inc. is due.
>
> Unfortunately, the credit/debit card (***x / ***************xx) that you have provided will expire before the payment due date.
>
> Please use the link below to update your card details or change your payment option before 12/xx/2011 for reference #******xx to ensure trouble-free processing of your payment.
> Change Payment Option
>
> Your subscription for "Lifetime Updates and Gold support" started on 12/xx/2010. Please follow this link to see additional information about your purchase.
> Support Options
> Technical and Product Related Support
> If you have any technical or product related inquiries, you may contact Horizon DataSys Inc. using the following information:
> Website: http://support.horizondatasys.com/
> E-mail: horizondatasys@supportcenteronline.com
> Phone: (604) 324-0797
> Fax: (604) 608-3390
>
> For Horizon Datasys product support inquiries visit our customer service & support center http://support.horizondatasys.com Here you will be able to submit support related questions, start a support ticket, log in to your personal customer service tracking system and more.
>
> Submitting a trouble ticket through our customer support portal http://support.horizondatasys.com will ensure that your question reach our support staff. For self-service many FAQ's can be answered through our knowledge base http://support.horizondatasys.com and our forum. http://support.horizondatasys.com
> Payment and Order-Related Support
> If you have any payment or order related inquiries, feel free to contact cleverbridge Customer Service.
>
> Sincerely,
> cleverbridge Customer Service

[Flying Ace]

Dear Flying Ace,

Thank you for your message. The renewal is not for the lifetime product, it is for
the Gold Support, which allows you access to license updates to new builds and new
releases and versions. You purchased this same support and agreed to the
subscription service a year ago when you purchased RollBack Rx and Drive Cloner
Rx.

If you would like us to cancel this support subscription please let us know. It is
set to automatically renew on December xx, 2011. If you would like more
information on what you receive with he support, please contact Horizon DataSys
directly:

horizondatasys@supportcenteronline.com

Sincerely,

cleverbridge Customer Support

[Flying Ace]

Thanks for responding. Are you telling me that there is nothing lifetime for my prior purchase? I was told that it was for lifetime upgrades and updates and for any new releases of Rollback Rx and Drive Cloner Rx AND for lifetime Gold Support for them. Also, it was to be only ONE payment, not a yearly automatically charged product.

NO! I don't want you to cancel the LIFETIME services that I have paid for. I just don't want you to bill me AGAIN AND AGAIN for the LIFETIME services that I bought. Let me make it clear, I did not purchase any product that was to be charging me over and over to have for a lifetime. What I bought was a LIFETIME, one charge purchase that lasts for my life.

Here is what my receipt says, and I've attached it for your convenience:

"Lifetime Updates and Gold support
Free license updates to new builds and new
releases and versions."

So, have I been ripped off by Cleverbridge and Horizon Datasys by them taking my money and now are saying that the meaning of a Lifetime product is that I get continually charged for my lifetime?

Please make sure that no further charges are EVER made to my credit card.

Thank you,
Flying Ace

[Flying Ace]

Dear Flying Ace,

The lifetime Updates and gold support service that you have purchased on
12/xx/2010 is a subscription billing item, which means you needs to make annual
payments to keep this service. We are showing that the gold service has been
cancelled and that you will not be billed for this item again.

Please use the link below to view all information concerning your order:

https://horizondatasys.cleverbridge....**xx-*********

Your orders for RollBack RX are for a lifetime and are a one time payment. These
orders are still active and have not been cancelled.

If you have any further questions, please do let us know.

Sincerely,

cleverbridge Customer Support

[CheeseHead]

Wow.......

[bgoodman4]

I suspect you misunderstood what you were getting for your purchase though I must admit it does look like you were promised what you thought you were getting from you OP. I do not recall my own confirmation e-mail so I cannot comment one way or another if the wording you posted is typical.

I can understand why you are put out though and I would ask to speak directly to a supervisor over at Horizon in order to get this cleared up.

[nexstar]

Originally Posted by Flying Ace

I'm not happy about that or them reneging on their "lifetime" offer that they sold a year ago. I got duped! So this was my reply:

Do you know if the wording was different then? The current wording on the checkout here seems to be fairly clear that the product license is lifetime and that the Gold subscription is an annual charge to cover technical support and upgrades to any new version of the product during that time.

Graham

[Baldrick]

Hi Flying Ace

Sorry to hear about your issue. Have to say that I agree with Graham (Nexstar) when he says "...fairly clear that the product license is lifetime and that the Gold subscription is an annual charge to cover technical support and upgrades to any new version of the product during that time".

I have had the Gold Support for a number of years and have always understood it to mean this.

Regards


Balders

[rab]

Originally Posted by nexstar

Do you know if the wording was different then? The current wording on the checkout here seems to be fairly clear that the product license is lifetime and that the Gold subscription is an annual charge to cover technical support and upgrades to any new version of the product during that time.

Graham

The same thing happened to as the OP. I have tried to attach a legible copy of my invoice but I have not been able to do it. So, here is a quote of the line items on the invoice. I would be happy to show a copy of the entire invoice (sans personal info) if someone would show me how.

Here are the line items on my invoice. I left out Delivery, Unit Price and Qty for a better chance of keeping the formatting.

#.....Product Name.............................................. ..Price

1 RollBack Rx Single User License.........................$103.50
...Roll Back hours, days even months -
...Complete System recovery

2 Lifetime Updates and Gold support.....................$ 41.40
...Free license updates to new builds and new
...releases and versions. Gold Support status
...delivers prioritized technical support services.

That seem's very clear to me.

I do not believe that there was any mention or hint of annual payments in the pre-sale area of the site. I am as certain as I can be that there was no reference to any annual payments such as now shown in the checkout page. However, about two thirds of the way down the scrolling Cleverbridge acknowledgement of my payment, it says "You are subscribed to a multiple payment product. The next payment of $41.40 is due on .......".

So, being the victim of the same thing, I sympathize with the OP.

rab

[nexstar]

Originally Posted by rab

That seem's very clear to me.

I do not believe that there was any mention or hint of annual payments in the pre-sale area of the site. I am as certain as I can be that there was no reference to any annual payments such as now shown in the checkout page. However, about two thirds of the way down the scrolling Cleverbridge acknowledgement of my payment, it says "You are subscribed to a multiple payment product. The next payment of $41.40 is due on .......".

So, being the victim of the same thing, I sympathize with the OP.

rab

Hi rab,

Yes, I was trying to find out if the wording had changed, which it seems it has. Maybe for obvious reasons.

Out of interest, what currency is your invoice in? I'm guessing it's not US dollars. Also, the Gold membership seems to be about 25% of the single license fee and yet yours is quite a bit more. Do you know why that was?

Graham