I’m furious

Safari Books Onlines Unethical Subscription Cancellation Policy.

Hello,
Recently I unsubscribe from your service. However when I did so, you service informed me that you would not refund me my money until the next billing cycle which is 8 months from now. So, you will be holding my money for a service I don't use for 8 months. I think this is outrageous and incredibly unethical business practices. Who do I speak to to get this issue addressed ASAP.

Fuming,
Douglass Turner
email: douglass.turner@gmail.com
mobile: 781 775 3708
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Reply
  • Dear Douglass,

    I am sorry you had a negative experience attempting to cancel your Safari account.

    When a subscription is canceled, Safari automatically selects the next billing date as the cancelation date. This is in accordance with our terms and conditions, and ensures customers have access through the end of their paid subscription term.

    As you paid for a year in advance, our system selected your renewal date (4/18/09) as your cancelation date - allowing you continued access to your account for the full, paid subscription period.

    Please contact Safari's Customer Service Department directly to discuss this issue. Our contact information follows:

    You can initiate a live chat session or submit a customer service case at:

    support.safaribooksonline.com

    Or you can contact us directly at:

    customer-service@safaribooksonline.com, or
    800.775.7330

    Again, I'm sorry you were dissatisfied. Thank you for giving us the opportunity to respond to your concerns.

    Best regards,
    Diane
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  • I’m ecstatic
    Excellent. Problem solved by calling customer service.

    Perhaps you could mention the prorating option during the cancellation process on your site.

    Cool. O'Reilly is back in my good graces. Nothing to see her move along.

    Cheers,
    Doug
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  • I’m amazed
    Since this post seems to have a high visibility (I was directed here from a sidebar link on an ad) I just wanted to point out that a reply from Diane came 3 hours after the initial posting. That's pretty good response time, at least in these times of out-sourced customer service.
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  • Indeed. I now realize the source of my ire was actually shortcomings in the user experience around unsubscribing. So, if Safari simply made clear the entire unsubscribing process my problem would never have arisen.

    Note, my need to leave Safari is not about the quality of the service which is excellent. I simply nolonger need the surface.

    -Doug
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  • I’m frustrated
    I was a subscriber for years, and this year I signed up for annual subscription without a trial subscription using a new email account, and then within minutes canceled it because I couldn't get my older account tokens & bookmarks into the new account. I had a tough time understanding if my account subscription was canceled. At one spot it said it was canceled and no other information was presented. I didn't get email either. My experience with Safari Online has been so positive, that I trusted they would refund my subscription fee. I waited for 2 months, and called them today. They claim my cancellation meant I wouldn't automatically be renewed next year! As if doing me a favor the manager of the agent I talked to said they would prorate and refund for the rest of the year, but would charge me for the last two months, when I haven't used it at all!

    I feel their cancellation process is obscure intentionally and they want to keep as much as they can get. Can't believe an organization such as this would resort to these tactics!
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