iolo

I've used System Mechanic for a number of years - I added some moreStay Awa time back in 2022 and unbeknown to me this included a reoccurring subscription of $95.94 (£77.12) that comes with NO PRIOR WARNING that the subscription was about to renew!!!

I only knew when the money had been taken out this morning - 26/10).

iolo (RealDefense LLC) chat could not help as the company has a strict refund policy for reoccurring subscriptions but she did not share the policy with me, even though I asked her to explain and told me that I would receive a conformation that the subscription was cancelled, no email was received either.

I have logged a complaint with PayPal and cancelled the reoccurring subscription payment on PayPal to make sure that no more money ends up with them.

They are very sneaky if you are going to buy the software, please buy on a prepayment card such as Monzo - I changed over to using that around 2 years ago to stop sharks like this taking my money without informing me motor or motorbike insurance companies here in the UK are the same but at least you know when the premium is due. DO NOT BUY

I purchased a product and when they tried to install it, there was an error (513). I was then put on hold and forgotten.

I then called back earlier this week and was told by a salesman that I did not have any antivirus or spyware, which I did have. For an hour he tried to sell me several things I did not want or need. I repeated myself several times about what I was looking for and what I wanted. We finally came to a conclusion that I was OK with.

He then put me on hold (for at least an hour) as he said he was trying to get someone to assist with the installation as once again there was an error (513), only coming back within the first 1020 minutes to check on me to see if I was still there. When I felt like I had no communication (either by phone on the chat we had), I hung up. He then called me back, only to be put on hold again with no communication. I then called again and was assured I would not get left on hold, only to be left on hold for another 20+ minutes.

I called back again and was put on hold for over an hour. Furthermore, I did receive many emails trying to set up times, but when they would call, I was at work and could not get to them right away. I was finally able to answer one of the calls and set up a specific time of 6:30 pm central time. I had to miss my grandsons football game to wait for the phone call...

that never came. I called in and just like ALL the times before, was apologized to over and over again and asked if I would just give them another chance. So, I did and set up another phone call that was supposed to be at 8:00 pm last night, and once again did not receive a phone call. After I had set up the phone call, I asked to speak to a supervisor about the customer service up until that point.

I did get to speak with one, but do not feel my concerns and the way I was treated over and over again, were really taken seriously. I called in again this afternoon and was on the phone with Michael, who did get the ball finally rolling. My computer took quite a bit of time to download some updates, in which Michael did call back several times to check on it. Once my computer was updated, I never heard from him again as he promised.

And since what I had purchased WAS STILL NOT INSTALLED, I called back and got Roderick, who was an absolute rock star. Very patient and clear on what was going on step by step!! Promised to call me back once it was installed... AND DID!!!

He walked me through several things and gave me some great advice.

Rodrick is a very great asset for your company. If it was not for a very knowledgeable and reliable source telling me how completely satisfied, they are with the product they purchased, I would have never ever called back so so so many times and put up with this kind of lack of customer service.

(continue from above) I felt trapped in that I have used the service for awhile, have found it good, and then found a monthly subscription on my card statement. When I called to learn what happened, I got a sales pitch.

I wanted to keep the service but I felt pushed. I also had difficulty with understanding some of the persons with whom I talked. I have a slight hearing impairment and the quality of the line was not great. Also the speed of the speech made it difficult to follow and understand what was being presented.

I would have preferred some of the details in writing and time to consider alternatives.

In all I felt rushed, pressure to make a decision now, and not wanting to lose the service I basically conceded to the new service. I ask that I get more fore-warning of pending changes in service and pricing.