On October of this year, I bought a new laptop. Already pre-installed was the software for Vongo, along with a printed advertisement that with my new HP computer I get "Free 30 Day Trial" of Vongo service, and the directions was to just link on the icon pre-installed.
The company did not give me the 30 days, it only gave me 14. Then charged me on the 14th day. So, since my card was already charged, I waited for the 30 days from my initial charge to actually try to use what I had paid for. The broad selection of new movies they advertise is deceptive. There are very, very few new movies. Most are old ones from 1980 or before.
My credit card statement shows a $10.59 charge on November 3rd, so on December 1st, I cancelled the service with the online option, and thought that was it.
This month, I get my statement, and see that Vongo charged me on December 3rd for another month of service.
I called the number form my credit card statement, and the first rep I spoke to said to me verbally that records show that I cancelled on December 1st. So then I asked speak to a supervisor. I told him about the coupon offer, the lack of the company honoring it, nor not even accepting the codes when I tried applying them, and he said it is my fault for continuing and that they are not going to honor the advertisement/coupon. Nor refund my money, because he then tells me that I cancelled my account on December 3rd, and I stated to him that Laurdes, the rep before him has just verbally told me that my records indicate I cancelled on the 1st, so he says he will put me on hold, and when he gets back his story changes, and then he says my account was charged because I did not cancel it on the NOW DUE DATE OF THE 1st, not the 3rd that he originally stated, and also if looking at my billing records indicates that the 3rd is my supposed due date.
I was not given any retribution, no offer to give the full 30 day free trial of the coupon. He wouldn ot give his full name, nor a compan president or upper management name. I asked for the address, and that is the only thing he would give me.
Basically: Vongo does not honor coupons that it includes with the pre-loaded software it pushes on people who purchase new computers. When calling customer service, the service will not give any viable excuse as to why but "user error", so the representatives I spoke to say it is my fault that they will not honor the advertisements they put in new computer boxes.
I was charged for two monts of service. One month I will accept as my responsibility which is for November, because I did not cancel it in time, and did not think try to dispute the coupon at that time, because I have a full time career, 3 kids, and college classes I am attending that I don't have time to be arguing with this company. But the latest, I cancelled the service within the time frame, and they charged my credit card, and will not issue a refund.
I do not recommend this service. The majority of movies are outdated: Circa 1980's and beyond. Of the "newer" movies, most have been out on the market for a month or longer. So, the service is not worth trying out. It will be a waste of time and money. Customer service is very low par. Arguing with a person who will not give his name, nor the company leadership name, so writing this company to settle issues are not acceptable means of conducting business. A company should give the names and how to reach the office numbers of the chief of operations and/or other management tiers. This was refused to me.
All this hassle for a $10.59 charge to be taken off of my credit card, and they will not do it, nor even offer my the two weeks free I should of had left. VERY poor customer service, with absolutely no empathy towards customers. So, my alternative is to file a lawsuit. For false and misleading advertisemen'seeing that the original pre-printed advertisement I received with my computer says:'30 day FREE trial' of which I only received 14 days of free try out service.
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