While many customers claim not to have been notified ahead of time about the price hikes, Computer Weekly has received documents from several customers that suggest pre-renewal emails are being sent out in some cases.Īfter reviewing LogMeIn’s terms and conditions, IT lawyer Dai Davis told Computer Weekly that the company is actually under no contractual obligation to warn users in advance of possible price hikes. In addition, current and future billing details – purchase and renewal dates, product package, billing rates, billing history, and so on – are made available to customers via the account settings menu within the product and on .” “We take this intentionally redundant action to ensure transparency. “We notify the customer 30-days prior to their renewal, both via email and also within the product itself ,” the spokesperson said. The contract automatically rolls over for another 12 months unless the customer writes to LogMeIn at least 30 days before their renewal date, to cancel.Īfter bringing the customer complaints to LogMeIn’s attention, Computer Weekly was told by a spokesperson that customers are made fully aware of any “year-over-year” changes to its products’ pricing and feature-set ahead of renewal. The products are sold on a subscription basis, and customers pay an annual one-off fee for the year ahead. Three versions of each product are available, the price of which varies depending on the number of users they cater for and the range of features included.
Its flagship offerings include LogMeIn Pro, a remote access tool, and LogMeIn Central, a device management service. Markn1: “The credit card connected to our LogMeIn account expired on 2/2016, so I guessed they would stop the service, but I just found out they somehow guessed my new expiration date and proceeded in charging the new credit card, I never gave them my details.” When they charged $249 in 2015, I didn’t realise it, but that was an increase of 93%.” I have five computers and I was charged $349. PMaddox: “I just saw an ‘automatic renewal’ charge on my credit card. Mayur: “We used to pay $239, then $299, then $799 and now we are supposed to pay $14,999? Are they INSANE? We plan on going elsewhere, even if means having a few less features.”ĭisasteraverted: “Personally, I’m OK with auto-renew, but if you don’t email me a couple of weeks prior with a notice and an invoice, I’m going to be steaming mad.” UKITSolutions: “You’ve gradually increased prices to an unacceptable level, so I am out and taking my client base with me.” So we have had an increase of over 800% in two years.” The company has been publicly listed since 2009.ĪvertoIT: “We’ve gone from £117 to £499 and now don’t yet know the renewal price for this year, but we’re looking at a min of £999. LogMeIn supplies cloud-based IT management tools that are used by tech support firms to remotely manage the IT estates of their end customers.
“If the subscription price remained the same from one year to the next, very few people would be kicking up such a fuss over the auto-renew issue, and it must have backfired massively for them judging by the reaction of members and customers on the forum,” the customer added. Both requests were initially refused, until the company relented in March 2016. The customer contacted LogMeIn to cancel his contract and request a refund. “I never delete any emails and religiously check my junk folders – and I never, ever received one.” “They claim they let me know by email 30 days before it was due for renewal, and that would tell me why the price has increased, but I never received an email,” he said. One former customer said his annual LogMeIn Pro Basic subscription rose from £160 to £449 a year, and that the price hike came to light only after payment was taken. Numerous complaints also accuse LogMeIn of taking payment from customers even though the card originally registered to their LogMeIn account had expired.Ī handful of customers, speaking to Computer Weekly on condition of anonymity, claimed they had received no advance warning about LogMeIn’s plans to raise its prices ahead of their renewal dates.
The company is accused of automatically renewing customers’ subscriptions without telling them that the annual cost of using its cloud-based services has gone up.ĭisgruntled subscribers claim, in hundreds of threads within the LogMeIn support forums, that the company’s auto-renewal tactics have landed them with unbudgeted-for credit card charges, in some cases totalling hundreds of pounds.
0 kommentar(er)
