We received a postcard that we were a member of the auto renewal class receiving a value certificate for $11.50 that can be applied to auto-renewals.
I went to the referenced web site and entered email and password for our account and it said: "you don't have any subscriptions set up for auto renewal to which you can apply the value certificate. If you want to use your value certificate to purchase new subscriptions, click continue shopping."
But we do have auto renewal set up for three PCs for Internet Security. Why notify us, if we are not eligible? We have not changed the account in several years.
I called support. The agent seemed to imply it was our problem, not theirs and he looked up our account and said yes we have auto renewal but there is an error and he would extend our subscription for 60 days beyond its current expiration date.
I disagreed that is was not our error and he talked to some supervisor and returned with information that we had an old version, Internet Security with 3 licenses and not Internet Security with unlimited licenses. Nothing in postcard said we needed unlimited licenses. And as far as I know, we are running a current version.
A supervisor is supposed to call back tomorrow. There is a bug somewhere!
I understand that this website has links, such as FAQs and Contact Us, that should answer your questions:
FAQs on that site do not give any detail as to types of auto renewal that qualify.
This can't be discussed here. You'll have to phone Customer Service and have them investigate. We can't help with the majority of account issues anyway.
I would also imagine that only that company can talk to you about the contents of that web page. Here's the link for McAfee:
ok, but as noted in original post, I did call support and they did not have an explanation and I am waiting for callback from supervisor.
OK, good luck.
Supervisor called back. It seems the class action settlement only lets you apply the value certificate to products available from 2015/2016. At that time, Internet Security for 3 licenses was replaced by Internet Security for Multiple Devices. So the value certificate can only be applied to the newer product.
For older products they are only offering a 60 day extension of current subscription, which is worth slightly more than $11.50 in my case.
Would have been nice if web site had been able to tell me about that alternative, instead of telling me I did not have a subscription that the certificate could be applied to.
I guess those lawyers like to keep people guessing. Glad you got an answer anyway.
Can you mark this one answered then?
will do.
Thanks and good luck 😉
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