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perlster

join:2006-12-27
Culver City, CA

[DSL] The yearly renewal disaster happened again, as always

This time, I received ABSOLUTELY NO NOTIFICATION of the annual plan renewal time coming up (if it actually was). Once again, I see an invoice with a monthly plan price. As always, I want to renew the annual plan and am not given the opportunity.



dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

I'm pretty sure the sales department has it set up so that the notifications are sent out automatically to the contact email address we have on your account, so unless you specifically requested that we not send you any emails or changed your email address or the like you should have received a reminder about a month before your annual contract expired and reverted to a monthly subscription. Regardless, if you want to send me a PM with your account information, I can have someone from Billing give you a call, or you can give them a call yourself tomorrow if you prefer; shouldn't be any problem at all to get you switched over to an annual subscription if you wish.


perlster

join:2006-12-27
Culver City, CA

Well, the setup isn't working then. The only email - to the address linked to my account - I get is one each monthly notifying me that an invoice is ready.

Again, it's nothing new - I had to get gm's help before to get this resolved in previous years. I'll send a PM.


perlster

join:2006-12-27
Culver City, CA

1 edit
reply to dslx_nick

Whenever I phone, I always get "All representatives are busy". I don't have time to waste on hold, so I hope this could be resolved with email and PM communication.



dslx_nick
Premium,VIP
join:2011-12-24
Chatsworth, CA
kudos:27

Looked into this... your account is actually still valid on contract through to 11/21/12. You've still got more than a month to go on your current annual contract, which is why you haven't received the renewal notice yet. You can renew your annual contract anytime from now until then. I'll put in a request to have a rep call you, so you don't have to call in.

(Since your annual contract doesn't expire until 11/21, the website doesn't give you an option to renew online until 10/21. After 10/21, you can renew it online by going to dslextreme.com and signing in on the Members tab)


perlster

join:2006-12-27
Culver City, CA

I did manage to get a call into billing. The bottom line is I have to call back in the last week of the month and hope that I can renew and get the bad invoices fixed and replaced by a new invoice. Frankly, this is absurd. As you wrote, my annual contract isn't up for renewal until 11/21, and to get an invoice dated 10/8 with a month-to-month rate is nonsense.

Now, I have this issue hanging over my head for the next three weeks.

It seems like this is a serious bug in the billing software and/or procedure used to generate invoices and handle renewals.