Renewal

[Mazy]

I have the same issue. Here's a brief history and then the issue to put it in context.

HISTORY

On Nov 30 2016, I purchased a 4PC Malwarebytes Anti-Malware Premium AND a 4PC Malwarebytes Anti-Exploit Premium combined subscription for $56.95. Shortly thereafter Malwarebytes premium 3.0 was released and it combined both products.

As per Malwarebytes own support page (https://support.malwarebytes.com/docs/DOC-1114):  "If you purchased your subscriptions to both products as part of a special bundle, you will not have to choose. You will get one license that combines both products and doubles the number of PCs you can protect." Also on the same page "Only active subscriptions to Malwarebytes premium products are grandfathered with Malwarebytes 3".

So I though no problem there, I have a combined subscription to both products as part of a special bundle, with an active subscription, so when my auto-renewal comes around in Nov 2017 I will have an 8PC licence for the same price because I'm grandfathered in.

Note: I have 3 PC - work personal and shared. 2 virtual machines. Wife has one. And 2 kids were going to get their own laptops in Dec 2017. So 8PC seemed perfect. I currently only have it running on 2 PC's because there were quite a few issues when V3 originally launched and I ended up uninstalling it from some of the PC's. Since then a lot of bugs were ironed out, specially in summer of 2017, and I was gearing up for the re-installs.

ISSUE

Well guess what, on Oct 31 2017, I receive a renewal notice ...telling me that my renewal is going to be..... wait for it ..... $113.90!! So the double of 56.95. Huh....

So I contacted Malwarebytes CS, and they said that they cannot help with billing and to contact Cleverbridge. So I contacted Cleverbridge and for the past week I've been going back and forth with them. It seems Cleverbridge does not read what's on Malwarebytes own support sites. So I contact Malwarebytes again and am again told they cannot help with billing.

I find it odd that Malwarebytes CS has no control over billing. I can understand having it outsourced to Cleverbridge, and have them look after processing and so on, but as a customer I find it extremely frustrating to deal with another entity. Now I am acting as the middle man between two companies who don't seem to talk to each other. Frustrating.

So in the meantime a Cleverbridge rep, without understand the entirety of my concerns, and without my permission, goes ahead and cancels 4 PC's out of the 8  Yes half of 113.90 is 56.95, and he got me the price point I had asked about, but that is not what I had asked him to do.

As of now, I have yet again emailed Cleverbridge and am awaiting a response. I don't think it'll go anywhere good, based on my experience with them. It seems that every time I get a reply, its a new rep. So its not one rep dealing with my issue, but a random CS pick, and I think some facts are getting lost in translation.

I hope someone on this forum, staff or member, can help.

Edited November 10, 2017 by Mazy

[Porthos]

6 minutes ago, Mazy said:

I hope someone on this forum, staff or member, can help.

For licensing issues, you'll want to reach out to our online support at 

 https://support.malwarebytes.com/community/consumer/pages/contact-us

 Usually, support will take 2/3 days or more since support is busier than normal at this time to get to your request.

Please post your ticket # when you receive it

[Mazy]

24 minutes ago, Porthos said:

Please post your ticket # when you receive it

Malwarebytes Support Ticket 2120825.

As mentioned in my post I have already contacted Malwarebytes CS regarding this. I contacted them last week, after I received the renewal notice.

[Porthos]

1 hour ago, Mazy said:

I contacted them last week

@celee @Ried @nikhils Can assist.

[celee]

Hi @Mazy,

Apologies for all the back and forth.

From what I can see from your Malwarebytes Support ticket and your original purchase receipt, you purchased during our Black Friday/Cyber Monday promo last year where you get a free Malwarebytes Anti-Exploit (MBAE) Premium license for every Malwarebytes Anti-Malware (MBAM) Premium purchase. Because you purchased four licenses of MBAM Premium, you got four free licenses of MBAE Premium. 

Please note that all sale/promo are good for only one year, unless otherwise stated.

On renewal this year, you will be charged for all eight licenses. But you are grandfathered in at the discounted price you originally purchased of $56.95 per four licenses. Since you have eight total licenses, your total will be $113.90.

Since the new Malwarebytes 3 has integrated MBAE, you technically have eight licenses of both MBAM and MBAE instead of four MBAM and four MBAE that you purchased last year.

Please let me know if you have any additional questions.

Also, please let me know if you would like the four licenses that Cleverbridge cancelled to be reinstated; if so, I will work with our support team to get those four licenses back to you.

Thanks,
Cecile

Edited November 10, 2017 by celee

[Mazy]

Celee thanks for the clarification. To avoid further confusion to other customers, I feel the wording on the support site could be updated to reflect my type of scenario. And thanks for your offer to contact Cleverbridge, but for now 4PC's will suffice.

[celee]

No problem.

I'll forward your concern over to our internal team who manages the support articles.

Please let me know if I can help with anything else.

Thanks,
Cecile