Trend Micro customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Trend Micro.

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Viewing Trend Micro customer service reviews 26 - 50 out of 85
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10
Apr

Posted by Julie


on 4/10/12 at 6:17AM

i just called the #800 phone number you provided and pressed # as you instructed. i was connected right away to Ray and he took care of refunding my auto renewal ($71.95). he gave me a case number and stated i will have a refund on my credit card in 5-7 days. he also told me he was deleting "auto renewal" so i will not be charged again in the future. so far, the process has been perfect and seamless and i thank you for your helpful advice. i'm reading many user comments here that mirror my situation exactly. thanks for your help! (thanks to you, i am giving TM perfect ratings in my "experience" profile)

06
Mar

Posted by Yotz


on 3/6/12 at 7:07AM

WOW! What a time consuming and frustrating process!Shame on you Trend Micro. Great product, horrible customer service.

05
Mar

Posted by Anonymous


on 3/5/12 at 11:39AM

I cannot get a .hold of someone to cancel my order. I have not used Trend for 3 years, but still get charged. I called, canceled, but was still charged. Digital recorder tells me to go on line, will not accept my password, and cannot cancel

05
Mar

Posted by fairlady


on 3/5/12 at 9:05AM

Impossible to get help with problem of double debit to my account. This service was cancelled in 2009 or 2010 and even says so on website but still being charged for it even though no longer have computer.

28
Feb

Posted by Feeling hopeless about TM


on 2/28/12 at 7:37AM

Worst technical help I have ever experienced by a representative named Moses. I have gone back and forth with him for over a week and he keeps telling me to do the same thing over and over which never works. Trend Micro protection still will not update since I got it in January. Now that another week has been wasted I will call the tech help line again and hope I get a better representative this time. What else can you do.

10
Feb

Posted by Anonymous


on 2/10/12 at 9:17AM

Ever since we installed the upgraded version of Trend we have had nothing but problems with our computer system... We cant even open the main console to the program ridiculous considering i paid good money to have nothing but problems. Our next step is to remove the program and pursue a full refund.

The Bakers

11
Jan

Posted by jnay


on 1/11/12 at 2:08PM

Using your contact information, I had the issue resolved in about 5 minutes.

Thank you. I've looked for the past few days on their site..... the numbers I called kept putting me on hold and I never got anywhere. I had been automatically charged for a license that hadn't been in use for 3 years and did not show up in my account. Automatic billing was not set up.

14
Dec

Posted by Anonymous


on 12/14/11 at 11:29AM

After 30 mins of trying various phone numbers and listening to records, I was finally able to get a phone number for billing support. 952-646-5980, Option 1. TM had auto-renewed my software for $72, when they were selling it online for $39. Instead of refunding me the difference, they just canceled my order and told me to sign up online. Worst Customer Service Ever. Will NEVER use TM again.

05
Dec

Posted by Anonymous


on 12/5/11 at 8:36AM

You are given a phone nr in the USA, informed that it costs money and then connected to a recorder which informs you about a home page. ??? What is that - do you have a percentage on the phone charges? Why could the first person (living) give me that home page at once without going through the US phone.? Next timne I shall choose another safety programme this is not safe dfor my money.
Anders Backkman

22
Nov

Posted by CPinOK


on 11/22/11 at 6:29PM

I am happy to report that a will be getting refund following a request after Trends charged my account that I thought was not authorized. This was on a laptop that was not in service at the time so I had no idea that the transaction had taken place (in September). At first inquiry by e-mail, I was informed that the return policy was past the 30 days for online software pruchases. After sending another e-mail explaning why I it took me so long to find out, they sent a declaration "letter of destruction." I submitted it and am now waiting for a refund. I appreciate their help, and I don't think the charge was meant to be fraudulent. We all should be more aware of online charges, especially auto-renewals.

Their protection service was helpful during the period that I had it. It just didn't protect my laptop from my teenage son! I had to have a complete network clean out which wiped out the Trends coverage I didn't even know I still had.

If you go to the "findmyorder.com" web site I'm sure they will work with you.
Thank you Trend Micro service team :)

22
Nov

Posted by Visas-plus


on 11/22/11 at 12:24AM

Have used T.M myself for over 10 years in UK and very pleased. When opening small office in Thailand continued but now have so 7 computers and several contracts. Have tried to ask for help sorting and have moved around the globe from T.M office to office with last Thai not even understanding the questions.
Seems a pity as has been a good product but when renewals kick in next year 2012 will buy someone elses

02
Nov

Posted by Anonymous


on 11/2/11 at 1:30PM

Jus found a charge on my bank account for $40 this was not authorised. Took me half an hour to get throught to someone. I was speaking to someone from Asia. Is it any wonder this country unemployment is so high.

23
Oct

Posted by drneutrino


on 10/23/11 at 5:24AM

After many years I dumped Trend Micro strictly because of their SNEAKY and possibly FRAUDULENT billing practices. Yes, the small print says they will automatically renew you 5 days before expiration at the current price. But the current price was almost $30 less than the regular price and I got the regular price. Whats worse if you do indeed renew before the 5 days the new subscription starts immediately so you lose days from the previous one. THIS IS NOT EXPLAINED and it is DOUBLE CHARGING. In some states that is FRAUD and punishable by treble damages in court. I went to Kaspersky and paid a little more but was pleasantly surpised at the rich feature set.

26
Sep

Posted by TheLeaseGuy


on 9/26/11 at 4:05PM

We seem to have a billing issue as well. Two emails and no response. I am beginning to think that we all nees to make our complaints known on facebook and all other social media sites. They appear not to give a rats....so we need to let the world know. Best Buy might very well be involved with them so I will be adding their nmae to my complaint as well.

22
Sep

Posted by Anonymous


on 9/22/11 at 5:36PM

I renewed my subscription on another credit card and was automatically renewed on another card--so double billed. I have been disputing this since July. Do you think I can get a refund? This company is a rip off and I will sell my computer and never buy another one of their products again.

11
Sep

Posted by Anonymous


on 9/11/11 at 9:59AM

I have used Trend for years. I have encouraged others to use it. It was near the time to renew. As in the past, I bought my program early so I'd have it when necessary.
Now I see you and Best Buy have now started a major rip off of the public. I was not aware that the time started when I bought it instead of when I installed it. So as a result of this, I have paid for a month of protection I was not using. How fair is that? I want my time extend 1 month or I will not use it again. I will not recommend it to anyone else ever again. Trend and Best Buy have united to be internet crooks. I am very angry!!

DISGUSTED,

Joanne M. Chesnut
303-338-5142

09
Sep

Posted by kgmwd


on 9/9/11 at 3:04PM

you have a billing problem. when people request that there subscription NOT be renewed, why then is it getting renewed and their charge cards billed. i see i'm not the only person this has happen too. do you not read your comments.
i'm on the phone now for 10 plus minutes on hold. how hard is it to reverse a charge that never should have been made in the first place. the rep is ok, but your billing system needs some serious attention. now you have another NOT happy ex customer.

01
Sep

Posted by ywilliams


on 9/1/11 at 11:21AM

I am very unhappy with Trend Micro. I received a email that my subscription will expire on Sept 5th. I then receive an email on Sept 1st that my card was charge for a renewal for 1 yr. I budget each month, and I did not give authorization to renew for another year. Trend Micro never asked if I still have the computer or if the card on file is still active. Trend Micro website is confusing...the csr rep advised that the renewal is a default so the customer must opt out of the automatic renewal feature. That is not clear on your website and other customers had the same problem. I should not have to wait for a reimbursement of funds back to my account. I will not renew with Trend Micro in the future.

23
Aug

Posted by Unhappy with TrendMicro


on 8/23/11 at 1:03PM

Received an email informing me my subscription was due to expire in 6 days, and that the card on file with them was due to expire on or before that time as well. "If no action is taken, your subscription will expire..." means to me that if I didn't click the link to renew, then I shouldn't be charged. Well guess what... a renewal fee of $62.95 shows up debited from my bank account.
After much double-talk from the cust. service rep, I am awaiting a refund within 5-7 days.
Would advise others against buying their service.

19
Jul

Posted by Unhappy TM customer


on 7/19/11 at 10:03AM

I just spent an hour either in Chat with them or on the phone, yesterday. In the past 6 months they auto charged my checking twice, all because of their crooked practice of requiring that you opt out of a renewal. I no longer have EITHER of the computers they did this to, yet they had to ask me that stupid standard question regarding me not using the product, or selling the product that I just cancelled. If they had a brain they'd figure out that I never downloaded the upgrade, either of them! I'm now in the 5-7 day wait to see if the money goes back into my account. I will never use them again, nor would I ever recommend that anyone else should.

21
Jun

Posted by OOR.WULLIE


on 6/21/11 at 2:11PM

I too am having Problems with Trendmicro, They are about to take renewal fee from my account and on each part of their so called cancellation info instructions it conveniently says I dont exist. And believe this or not, "I HAVE BEEN WITH THEM FOR 13 YEARS" And this is first time I have heard of Auto renewal. NOW I WILL TAKE MY CUSTOM ELSEWHERE.

10
Jun

Posted by ladym5


on 6/10/11 at 10:56AM

I cannot get a live person to answer my question regarding my credit card and change of address. This is crazy because I do not want my old credit card charged. I think I'll have to discontinue this service

23
May

Posted by Anonymous


on 5/23/11 at 11:59AM

I just canceled my "autorenewing" antivirus after seeing the charge pop up on my CC statement. Any company that sets their default to autorenew is just shady in my book. I love the legal disclaimer b/s they ask you to agree to... "I agree that any future use of this product will constitute copyright infringement and I promise to destroy any copies on cds I made". (sigh) Never again will you get my money.

16
May

Posted by JohnT


on 5/16/11 at 11:25PM

I did not order this service, however I am being charged $62.95 on my credit card. no.32004
I was given an order no.9760315600 cancel this order immediately. I have my subscription with another company.

John T. Emmert

16
May

Posted by shboom54


on 5/16/11 at 11:55AM

I had Trend Micro and got a massive virus that Trend Micro could not fix after a week of repeated calls to tech support. I took it to a local pro who had similar problems and had to wipe the computer and reinstall. The problem appears to be that Trend Micro picked up the reinstall date as a new purchase and billed me. I paid it on my credit card, thinking it was a normal renewal; but when I did my taxes this year I found Trend Micro had been renewed and paid for again 4 months later and again the following month! All three prices were different! It has been only 6 mos from the last "renewal" date and I am being told my coverage expires in a few days. I think I am due either a refund for excess payment or an extension of coverage equal to the dollar amount they already collected in June, October and November!! I reached a human using # as advised and was put on indefinite hold. That's probably why no one can get through. All their calls must be put on hold like that commercial for airline miles/rewards at a call post in Siberia!! The one where he looks at all the red lights blinking on hold and says "so pretty!" as he walks out the door!

Viewing Trend Micro customer service reviews 26 - 50 out of 85
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