BullGuard pricing for existing customers !

Posted 9/19/2020 4:48 PM
#130405
User avatar

CJT1963 Member

Date Joined Sep 2020
Total Posts: 1

As an existing customer, using BullGuard Premium, when it comes to renewal costs, this always seems to be greater in price than if one was a new customer. For instance, BullGuard Premium price on the website = £69.00. I had an e-mail from BULLGUARD today, stating a 25% discount. I clicked on the link, but couldn't see where the 25% discount was mentioned for BullGuard Premium 2020 i.e. 25% off £69.00 = £51.75. I then went to my GOOGLE HOME page, clicked a search for the Bullguard website & found a better discount of £28.00, see link below:-



https://shop.bullguard.com/1316/?scope=checkout&id=6FknDSv8Oc&x-affiliate=cj&x-affiliate_33=cj&x-subsource=respbullgrd.820125_63427475&x-source=respbullgrd.820125_63427475



It seems existing customers with these renewal links are shown a different website pricing to new customers. I also found when you're a customer, theres an auto-renew that needs turning off, else if you forget, you get charged a premium price after the contract year.



As there doesn't appear to be any loyalty for existing customers in this regard, I guess it's best to let your BULLGUARD product expire & just purchase a new licence as a new customer ? all seems very confusing.




Posted 10/9/2020 2:04 PM
#130408
User avatar

Andreea-Luciana Ostache Advanced member

Date Joined Nov 2016
Total Posts: 870
At BullGuard, we sell our products directly to customers through our online shop. We also partner up with online and offline (retail) shops, who receive BullGuard products to sell on to their customers.



We have a recommended price which reflects the value of the product, and this is the price we sell it for through our web shop.



Our Marketing team has implemented a loyalty program that runs automatically, to ensure that loyal customers receive a discount for their renewal purchase. Occasionally, we also have campaigns that are designed to attract new customers which, sometimes, include better discounts (Black Friday is a good example). Our partners may also sell BullGuard with offers of their own, or in bundles with other products.



If we were to set the system to match the lowest price at any given time we would have to change the pricing continuously, probably leaving some customers feeling cheated because the price they bought at yesterday had suddenly been lowered. In addition, it would complicate matters for our partners. We would also not be able to cover our production costs and would end up going out of business.



To compensate for this tricky problem and because we do highly value our customers, we allow existent users and recommend it whenever possible, to renew their subscription using the best offer they can find, online or offline, from us or from our partners.
Andreea-Luciana Ostache
Support Team Leader
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!
Posted 5/9/2021 3:51 PM
#130487
User avatar

Jody Member

Date Joined May 2021
Total Posts: 4
Not only did you not answer this user’s question you are continuing to penalise users who do not turn off auto renewal. You have done exactly the same thing to me. You have charged me twice the price for the same service you offer to new customers. You do not reward loyalty, you punish it.



Your ‘24/7’ help is offline and has been for a long time and why is your Zendesk help page inaccessible too?
Posted 5/10/2021 8:11 AM
#130488
User avatar

Andreea-Luciana Ostache Advanced member

Date Joined Nov 2016
Total Posts: 870
Hey Jody,



Welcome to our forum!

We take security very seriously and we do our best to make sure our users have uninterrupted protection against the online threats they would be exposed to if their license expired at any moment.

This is why BullGuard sells subscriptions through our online shop, which means the subscription is renewed automatically before it expires.

You are informed of this before making a purchase. You can disable this during the purchase, or at any point through your subscription, from My Account. You are once again informed of how to disable the automatic renewal when you receive the notification of renewal, 11 days before the actual payment date.



Automatic renewal is processed at the catalogue price. You cannot apply an offer which is available today, to a purchase which will be made in the future. This is why our Marketing Team is sending out discounts to existing customers along their subscription. If you disable marketing communication from your My Account page, you will not be receiving these messages though.



The automatic renewal is designed for users convenience, not to force them to renew if they do not want to. We offer a 60 day money back guarantee for any automatic renewal, no questions asked, specifically to allow customers to see the purchase on their statements and contact us, should they find themselves in the situation of forgetting about this renewal.
Andreea-Luciana Ostache
Support Team Leader
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!
Posted 5/16/2021 4:34 PM
#130492
User avatar

Jody Member

Date Joined May 2021
Total Posts: 4
The issue is that you choose to charge users a higher price than new customers. Let's not pretned it's anything else. But that's not why I'm here. 



I have multiple issues with your company;

1) I disabled the auto-renewal on my service. Yet somehow it was active when I signed in. So now I’m out of pocket.

2) I don’t have access to the zendesk helpdesk, for reasons I don’t understand. I open a ticket and when I got to check on it I get “oops You're not authorized to access this page”



Just how do I get support from a company that actively avoids its customers?
Posted 5/16/2021 6:34 PM
#130493
User avatar

Andreea-Luciana Ostache Advanced member

Date Joined Nov 2016
Total Posts: 870
Hey Jody,

The bottom line is that you can renew your subscription with the same price as any new customer, if you do it manually like any new customer. Automatic renewal is processed at the catalogue price.

I am not aware of any issues with our chat/offline messages. Can you please take a screen capture of this? Press the Prt Scr (or Print Screen or PrtSc) key on your keyboard and paste it here: https://pasteboard.co/ and share the link from the address bar. This will help us identify why you are having an issue. Also, try other browsers and see if you have the same issue.

This picture guide describes how to disable automatic-renewal at any point from My Account: https://www.bullguard.com/support/faq/payment/how-do-i-disable-the-auto-renew-option.aspx



 
Andreea-Luciana Ostache
Support Team Leader
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!
Posted 5/16/2021 8:38 PM
#130494
User avatar

Jody Member

Date Joined May 2021
Total Posts: 4
https://pasteboard.co/K2c53fd.png

(Zendesk issue)



https://pasteboard.co/K2c5YVE.png

(24/7 chat)



The concept of singular ‘catalogue price’ on a digital sales platform aside, the issue is that I turned off the auto renewal last year. As I have done year before. However, this year it was somehow magically on. The first I know of this is when Paypal tells me I’ve just thrown away £50.

If I’m entitled to a refund, why is there absolutely no way to request that on my account homepage, the main landing page or support page?
Posted 5/17/2021 8:47 AM
#130495
User avatar

Andreea-Luciana Ostache Advanced member

Date Joined Nov 2016
Total Posts: 870
This issue you are experiencing with our support page is very unusual. I have escalated it to our tech team.

Try the steps below and see if you continue to experience difficulties:

  • Press the Windows+R shortcut and enter the following command (watch out for upper- and lower case! It's not L but I in IE): rundll32 inetcpl.cpl ResetIEtoDefaults 

  • Click OK, then Reset.

  • Now reboot Windows.


I cannot help you with the account issue via forum, of course. Please write an email message to complaints@bullguard.com and I will take over your case.
Andreea-Luciana Ostache
Support Team Leader
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!
Posted 5/17/2021 7:55 PM
#130496
User avatar

Jody Member

Date Joined May 2021
Total Posts: 4
Thank you for the guide. Unfortunately, it has made no difference. I have tried on three different computers and a phone. I have used Chrome, Firefox, IE and Edge. No success.

With regards to the complaints email; do I need to include any specific information with my refund request?
Posted 5/17/2021 8:47 PM
#130497
User avatar

Andreea-Luciana Ostache Advanced member

Date Joined Nov 2016
Total Posts: 870
I am very sorry. We are looking into the issue you are experiencing with our support, as it is certainly not what we strive to offer for support.

Please include the email address you have BullGuard registered under and any reference number or licence keys you know of. It's not a complicated process, but to ensure we have the correct information, please provide any information you have.

We will not share this with anyone, your information is safe with us.
Andreea-Luciana Ostache
Support Team Leader
support@bullguard.com
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Post your question on these forums, contact Support or contact me on Twitter!
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