In a world where companies value the customer, this is the exception to the rule.
I bought Everquest II and subscribed (in 6-month intervals) to the online service. About 3 months into it, I found I didnt end up playing that much and decided I didnt want to continue service. I had already paid for 6-months of service so I figured I had a couple months to cancel.
I promptly forgot about it and am not reminded until I get my credit card bill and see the charge for another 6 months worth of service on there. so I call to cancel.
Well they make YOU pay for the call to speak with their customer service in order to do this. No 800 number or 888 - they'll make you wait as long as they can. Fine .. whatever.
After waiting on hold for 20 minutes, I reach the ever pleasant customer service schmuck. I tell him I want to cancel my account. After some time of trying to locate my account (for other reasons), he is able and confirms cancellation of my account and that "I will not be billed further". However, it is not until he cancels my account that I am informed that I will not receive any portion of a refund for service not used and that also since I cancelled my account I cant use the time that I have paid for. He said I could email "firstname.lastname@example.org" to "see what can be done".
I havent emailed Mr. "ltuttle" because I'm just going to chalk this up to a bad decision and not frustrate myself further with it. Reading through the very fine print explains their standing on the issue and I dont want to have some corporate talking-head tell me what I already know.
I would just like to educate anyone considering any of their products to think hard about it before getting involved. They take your money and once they have it, you dont get it back.
Its funny that they also list in their document that "the Complaint Assistance Unit of the Division of Consumer Services at the Department of Consumer Affairs may be contacted in writing at 400 R Street, Sacramento, CA 95814 or by telkephone at (800) 952-5210."
- they must get ALOT of complaints and dont forget to email email@example.com about their policy.