Webex – Stay away

I tried to use Webex recently. Turns out they debit your credit card each month without warning (38 euros a month) once the free trial expires. No bills, no invoices, just  38 euro clipped of your credit card each month.

Attached is my conversation with support.

Please wait while we find an agent to assist you…

You have been connected to Kirk Bridges.

Kirk Bridges: Hello Joe

Kirk Bridges: Sounds like you may have signed up for our free trail and did not cancel prior to the expiration of the trial

Kirk Bridges: You will need to contact the billing for that service @ 866-929-5483

Joe Drumgoole: Ok, but I can’t find the invoices anywhere on the website and I haven’t recieved any email advice regadding thse debits

Kirk Bridges: Did you sign up for Meet Me Now or Pc Now?

Joe Drumgoole: I have no idea. I tried using it once, but your servers in ireland are pretty awful

Joe Drumgoole: That was months ago.

Kirk Bridges: Did you use it for online meetings or to remotely access one of your computers?

Joe Drumgoole: Online meeting

Kirk Bridges: OK that was for Meet Me Now

Kirk Bridges: In order to get your invoices you will need to know your log in informaiton…do you remember it?

Joe Drumgoole: So regardless of whether I use the service or not you take 38 euros of my cerid card

Joe Drumgoole: and you never email me and invoice?

Kirk Bridges: Only if you do not cancel prior to the end of the free trial

Joe Drumgoole: Yes I have my login information

Joe Drumgoole: I’m logged in now

Kirk Bridges: Ok when you log in there is an area where you can look up your usage

Kirk Bridges: and invoices

Joe Drumgoole: Ok no meetings listed under reports? Where are the invoices?

Kirk Bridges: Your best solution would be to call the number and speak to a representative

Kirk Bridges: I don’t have access to pull up your account

Kirk Bridges: I am in the Sales Department

Joe Drumgoole: So there are no invoices? I have access to my account in front of me just direct me to them

Kirk Bridges: I can’t pull up your account to get you to the invoices

Joe Drumgoole: There are tabs on the
left My Meetings, One click setup, schedule a meeting, my contacts, my
profile, my reports, training support

Joe Drumgoole: Nothing about invoices

Kirk Bridges: Should be under either my profile or my reports

Kirk Bridges: Again… you should call the billinng department at the number I provided

Kirk Bridges: They would be better able to assist you

Joe Drumgoole: Ok, now I have to pay a international phone call to cancel a service I didn’t want int the first place?

Kirk Bridges: Ok I have a UK number

Kirk Bridges: 44-0-161-2500706

Joe Drumgoole: No joy, office closed.

Joe Drumgoole: So let me see if I have this correct. I signed up for a free trial that didn’t work via the web

Kirk Bridges: Check under subscriptions in your account for your invoices

Joe Drumgoole: You took my credit card

Joe Drumgoole: continued to debit it

Joe Drumgoole: Didn’t advise me of the fact

Joe Drumgoole: and now I can’t cancel the service on the web?

Kirk Bridges: I can transfer you to customer service now if you like?

Joe Drumgoole: Unless they can show me how to cancel on the web is there any point?

Kirk Bridges: They can show you how to cancel

Kirk Bridges: One moment

Mya James has entered the session.

Mya James: Hello Joe, I understand you want to cancel your MeetMeNow service.

Mya James: Is that correct?

Joe Drumgoole: Yes

Mya James: Please follow these steps to cancel your service

Mya James: You may cancel your MeetMeNow subscription by doing the following:

Log into your account.
Navigate to the Account tab once logged in.
Choose Subscriptions on the left navigation bar.
Click
Cancel on the Subscription of your choice (Both PCNow and MeetMeNow
subscriptions will be displayed even if you only signed up for one
service).

Joe Drumgoole: I also want a refund for the past few months when you have been debitting myaccount without advising me of the same

Joe Drumgoole: I’m logged in but there is no subscriptions tab on the left bar?

Mya James: What URL are you using to log in?

Joe Drumgoole: https://meetings.webex.com/mw0304l/mywebex/default.do?siteurl=meetings

Mya James: Can you try this site:
https://meetmenow.webex.com/MyWebExWeb/MyWebexPortal.portal?_nfpb=true&_pageLabel=MyWebexPortal_page_portalLogin&LOGOHEADER=true

Mya James: I will push the page to you

The agent is sending you to https://meetmenow.webex.com/MyWebExWeb/MyWebexPortal.portal?_nfpb=true&_pageLabel=MyWebexPortal_page_portalLogin&LOGOHEADER=true.

The agent is sending you to https://meetmenow.webex.com/MyWebExWeb/MyWebexPortal.portal?_nfpb=true&_pageLabel=MyWebexPortal_page_portalLogin&LOGOHEADER=true.

Mya James: Let me know is that works

Joe Drumgoole: logging in

Mya James: Ok.

Joe Drumgoole: I’m in

Mya James: Do you see the subscriptions tab now?

Joe Drumgoole: I see the subscriptions. I’m also a bit speechless that you don’t email a warning when the trail is cming to an end

Joe Drumgoole: trail->trial

Mya James: We do e-mail a warning about the trial coming to an end. However it could have gotten caught by a spam filter.

Joe Drumgoole: So how do I get my refund for the bills you sent me without advice? ie. email

Mya James: To assist with your refund, please send an e-mail to our support team at support.webex.com

Mya James: They will respond within 24 hours.

Mya James: You may also call if that better suits you.

Joe Drumgoole: And to cancel the current service?

Mya James: To cancel the current services, select cancel under the subscriptions tab.

Joe Drumgoole: Done

Kirk Bridges has left the session.

Mya James: I’m sorry your expirence with WebEx was less than pleasant.

Joe Drumgoole: Will be blogging your appalling "Free Trial terms".

Mya James: know if there is anything else I can do.

Mya James: Please let me know if there is anything else I can do.

Joe Drumgoole: Every other company I use sends invoice advice for each bill. Its a requirement here in ireland

Mya James: We offer a 14 day trial that does not require a credit card.

Joe Drumgoole: e.g. you may be in breach of EU law for billing without advice. I’ll be checking with my solicitor

Mya James: Is there anything else I can help you with sir?

Joe Drumgoole: No. Thanks personally for your assistance. I appreciate the support online

Joe Drumgoole: Which was excellent

Mya James: You are welcome.

Joe Drumgoole: But overall I can’t say I leave webex as a satisified customer

Mya James: Thank you for the compliment.

Mya James: I understand.

Mya James: Thank you for contacting WebEx, and have a Great Day!

Thank you for using WebEx. You may now close this window.

Your session has ended. You may now close this window.

Please wait while we find an agent to assist you…

You have been connected to Kirk Bridges.

Kirk Bridges: Hello Joe

Kirk Bridges: Sounds like you may have signed up for our free trail and did not cancel prior to the expiration of the trial

Kirk Bridges: You will need to contact the billing for that service @ 866-929-5483

Joe Drumgoole: Ok, but I can’t find the invoices anywhere on the website and I haven’t recieved any email advice regadding thse debits

Kirk Bridges: Did you sign up for Meet Me Now or Pc Now?

Joe Drumgoole: I have no idea. I tried using it once, but your servers in ireland are pretty awful

Joe Drumgoole: That was months ago.

Kirk Bridges: Did you use it for online meetings or to remotely access one of your computers?

Joe Drumgoole: Online meeting

Kirk Bridges: OK that was for Meet Me Now

Kirk Bridges: In order to get your invoices you will need to know your log in informaiton…do you remember it?

Joe Drumgoole: So regardless of whether I use the service or not you take 38 euros of my cerid card

Joe Drumgoole: and you never email me and invoice?

Kirk Bridges: Only if you do not cancel prior to the end of the free trial

Joe Drumgoole: Yes I have my login information

Joe Drumgoole: I’m logged in now

Kirk Bridges: Ok when you log in there is an area where you can look up your usage

Kirk Bridges: and invoices

Joe Drumgoole: Ok no meetings listed under reports? Where are the invoices?

Kirk Bridges: Your best solution would be to call the number and speak to a representative

Kirk Bridges: I don’t have access to pull up your account

Kirk Bridges: I am in the Sales Department

Joe Drumgoole: So there are no invoices? I have access to my account in front of me jsut direct me to them

Kirk Bridges: I can’t pull up your account to get you to the invoices

Joe Drumgoole: There are tabs on the
left My Meetings, One click setp, schedule a meeting, mt contacnts, my
profile, mty reports training support

Joe Drumgoole: Nothing about invoices

Kirk Bridges: Should be under either my profile or my reports

Kirk Bridges: Again… you should call the billinng department at the number I provided

Kirk Bridges: They would be better able to assist you

Joe Drumgoole: Ok, now I have to pay a international phone call to cancel a service I didn’t want int eh first place?

Kirk Bridges: Ok I have a UK number

Kirk Bridges: 44-0-161-2500706

Joe Drumgoole: No joy, office closed.

Joe Drumgoole: So let me see if I have this correct. I signed up for a free trial that didn’t work via the web

Kirk Bridges: Check under subscriptions in your account for your invoices

Joe Drumgoole: You took my credit card

Joe Drumgoole: continueed to debit it

Joe Drumgoole: Didn’t advise me of the fact

Joe Drumgoole: and now I can’t cancel the service on the web?

Kirk Bridges: I can transfer you to customer service now if you like?

Joe Drumgoole: Unless they can show me how to cancel on the web is there any point?

Kirk Bridges: They can show you how to cancel

Kirk Bridges: One moment

Mya James has entered the session.

Mya James: Hello Joe, I understand you want to cancel your MeetMeNow service.

Mya James: Is that correct?

Joe Drumgoole: Yes

Mya James: Please follow these steps to cancel your service

Mya James: You may cancel your MeetMeNow subscription by doing the following:

Log into your account.
Navigate to the Account tab once logged in.
Choose Subscriptions on the left navigation bar.
Click
Cancel on the Subscription of your choice (Both PCNow and MeetMeNow
subscriptions will be displayed even if you only signed up for one
service).

Joe Drumgoole: I also want a refund for the past few months when you have been debitting myaccount without advising me of the same

Joe Drumgoole: I’m logged in but there is no subscriptions tab on the left bar?

Mya James: What URL are you using to log in?

Joe Drumgoole: https://meetings.webex.com/mw0304l/mywebex/default.do?siteurl=meetings

Mya James: Can you try this site:
https://meetmenow.webex.com/MyWebExWeb/MyWebexPortal.portal?_nfpb=true&_pageLabel=MyWebexPortal_page_portalLogin&LOGOHEADER=true

Mya James: I will push the page to you

The agent is sending you to https://meetmenow.webex.com/MyWebExWeb/MyWebexPortal.portal?_nfpb=true&_pageLabel=MyWebexPortal_page_portalLogin&LOGOHEADER=true.

The agent is sending you to https://meetmenow.webex.com/MyWebExWeb/MyWebexPortal.portal?_nfpb=true&_pageLabel=MyWebexPortal_page_portalLogin&LOGOHEADER=true.

Mya James: Let me know is that works

Joe Drumgoole: logging in

Mya James: Ok.

Joe Drumgoole: I’m in

Mya James: Do you see the subscriptions tab now?

Joe Drumgoole: I see the subscriptions. I’m also a bit speechless that you don’t email a warning when the trail is cming to an end

Joe Drumgoole: trail->trial

Mya James: We do e-mail a warning about the trial coming to an end. However it could have gotten caught by a spam filter.

Joe Drumgoole: So how do I get my refund for the bills you sent me without advice? ie. email

Mya James: To assist with your refund, please send an e-mail to our support team at support.webex.com

Mya James: They will respond within 24 hours.

Mya James: You may also call if that better suits you.

Joe Drumgoole: And to cancel the current service?

Mya James: To cancel the current services, select cancel under the subscriptions tab.

Joe Drumgoole: Done

Kirk Bridges has left the session.

Mya James: I’m sorry your expirence with WebEx was less than pleasant.

Joe Drumgoole: Will be blogging your appalling "Free Trial terms".

Mya James: know if there is anything else I can do.

Mya James: Please let me know if there is anything else I can do.

Joe Drumgoole: Every other company I use sends invoice advice for each bill. Its a requirement here in ireland

Mya James: We offer a 14 day trial that does not require a credit card.

I checked my  email later, webex is not blocked so they plain don’t tell you you are getting screwed each month unless you check your credit card bill, which I do.

They weird thing is the support was good, its just the service overall sucks.