WebEx Customer Service Complaints - page 2

Refuse to cancel my account. Keep on charging and say account is not cancelled. Turned my account over to collections.

We have used the WebEx service prior to the Cisco takeover and after. We have had several billing issues. The latest issue was due to a WebEx customer service rep moving us into a lower priced account. The rep closed out our old account and opened a new account with the new (advertised) lower pricing. All seemed well until a year later when we realized that the original account had never been closed and we had been doubled billed for services for over a year. They were billing one account via invoice and one account was being paid online via a credit card......When we caught this, we called WebEx and was told that a check would be issued for the overpayment as their records indicated that the first account should have been closed.

Well it is five months later, lots of wasted phone calls, voice mail messages to people who apparently aren't required to return their phone messages or whose voice mail boxes are full and lots of promises. My advice is to never enter your credit card number online and watch your invoice billing VERY closely. Because there seems to be no one who actually issues credits at this company.

We are a technology company that was pleased with WebEx until we had to change our credit card information because we changed banks. 3 separate people attempted to change the credit card with no success.

There is a resources page. We tried that. It would not work. We had 3 different people try it to make sure.

We contacted Webex and they tried it. After 40 minutes of hold time and futility, it was decided that it did not work.

We were connected to an account person. That person was unable to assist us.

We have called and spent a collective time in excess of 2 hours on hold.

When we do speak with someone, it is always the "wrong person". They try to get us to the accounts department that has the endless hold.

There is an option to leave a voicemail that will allegedly be returned. We elected this option after waiting in excess of 24 minutes on hold. However, when we elected this option, the message says that the mailbox is full and cannot receive any more messages.

We have been told we need to speak with an account manager. We have been told that person would contact us, plus we have sent emails independently. We have yet to receive any response.

We have changed 10-15 other accounts resulting from the bank change without difficulty. We have spent in excess of 3 hours trying to do what should be simple. WebEx, a company whose goal is to save time for businesses, has been by far the most difficult. At this point, we have told WebEx that we are canceling our account. I am sure they will claim that we have breached our contract. I guess the question for them is how would you expect to receive payment for that?

At this point, we are going to explore Go-To-Meeting. Perhaps their customer service is better.

Sneaky sales person added an "automatic" one year renewal on top of our 6-month commitment subscription. It was not caught, now we have paid for 18 months ($13,500!) that we didn't want and didn't use. They refused to reverse the charges. Our company can't afford that kind of hit. We could have kept someone employed for that amount of money. WebEx doesn't care, they just want the money. The customer service and sales people talk through both sides of their mouths. The prices are exorbitant and their customer service is non-existent. There aren't enough words in the English language (that can be printed) that conveys my feelings about WebEx! Don't trust them. RUN....don't walk....to GoToMeeting for well-functioning, honest, reputable, reasonable priced webinar and meeting services.

I used Webex pay annually but was caught out when they automatically renew, you enter into a 'contract' when you buy one year to continue - not allowing you the chance of an invoice beforehand and not paying. You have to give them notice of cancellation, which I did, but even that did not work and they still billed another year. I demanded they cancel to no avail. Anyway in the meantime (annual account blocked as I am still in dispute about paying) I opened a pay per use account. All fine? No. The charges are £0.19 per minute per user. I assumed, wrongly that a meeting was me and one other, accepting that I would pay the same again if I had another person join. No, wrong. The charge os per person in the meeting, including the host. So the real charge is ALWAYS double their advertised rate - unless there is a technical fault, or simple not attend, for the invitee. Then they charge you for the one user - so the charge is to arrange a meeting THEN hold one. How can they charge for a 'meeting' with only one person in it, by defintion this is NOT a meeting. Customer service is useless, only ever toeing the company line and not understanding, ro being prepared to, the customer's point of view.

AVOID AT ALL COSTS

I am in the process of closing my company but Webex are forcing me to pay for the last 4 months of the contract since I cannot declare my company bankrupt at this moment. This just adds more debt to the company making any small possibitily that I have of recovering even more difficult. I have tried to deal with them but have found them unsympathetic, unhelpful, greedy and arrogant. Extremely bad customer service!

Our corporate account was suspended recently due to an unpaid bill. The billing issue relates to webex's limited payment options that forced us to use a corporate card for monthly payments that is used for other expenses. When the card was full one month and the autopayment failed, webex simply suspended the account without notification. Subsequent attempts to make a payment were made by a futile loop where webex would only accept an online payment, but could not figure out why we couldn't log into our suspended account. We gave up fighting the beast and created a new account and have left them to chase our payment and login issue.

Webex has to be the most rediculous software and service on the planet. First, you can't just go to http://webex.com. they send you a seperate URL, i.e. http://company.webex.com. What happens if you loose this URL, then you are stuck trying to find it in your email...! Why not just make it easy and log into your account from http://www.webex.com and launch anything and everything you are doing from there? What decade do they think this is? Second, the interface was not designed to be easy or usable. I guess this is a hangover from Cisco buying them. They have to make it difficult to use so it fits in the cisco product line. Third and most important, when I tried to cancel and find a real screen sharing solution they punished me with a 60 day notice. Can you believe it, I have to pay for two months and I can't even use it during that period. This has to be criminal.

Take my advice, don't use Webex. Their interface is needlessly complex and their service is so convoluted, they don't even know why I am being charged for two extra months and I can't use it during this "inactive" period of time. What a joke!

WebEx has the absolute worst customer service I have ever encountered in my entire life!

I received an email instructing us to update our credit card informtion. Easy enough, right? WRONG. I went to the website and received an error message when I clicked the link "update credit card" in myresources. So I called customer service. I had to speak to THREE different people and was on hold for an accumulated 59 minutes. Yes, I timed it. I timed it because of my frustration in dealing with webex in the past. No one apologized or even acknowledged the shoddy service, even when I told them how long it has taken to simply update my credit card.
Get your act together! We will be dumping you since you obviously have no respect for your customers!

Customer support is clueless at WebEx, and they refuse to reverse charges for a teleconference service that did not work.

No one has the authority to act on anything and the customer is always wrong. Suggest you use GoToMeeting instead! (And I am not affiliated wioth either company!)

webex is horrible. pay per use account billing is nothing like the email invoice they send you, way higher on the credit card and they put up to six pending charges on your card so that you have to check your bank account to make sure they deduct the correct amount which by the way, they have not.

WebEx claims to offer a product that they DO NOT deliver. Extremely poor technical support and bad customer service.

I thought Web-ex would be a wonderful product for my business. It turned out to be a disaster. Lost connections and lousy recordings. Customer service would come up with different excuses; perhaps I was using the wrong microphone, you should do this, I should do that. You are assigned a rep. She would asked if I listened to the webinars. As if a recorded webinar can answer my questions. I asked for a refund. When they finally agreed, they asked me to complete a W-9 form. WHAT??? This is for income reporting. Do your research before getting involved with this company. I should have asked for references.

This group of "customer service agents" should be renamed "Frixk and Frack play with computers". Wehn their customer service agent deleted every cookie on my machine without my permission I was sent through a neverending series of more idiotic agents, and was even bumped back into the 1st level queue by the corporate switchboard. The incompetence of these people is beyond compare. AVOID THIS GROUP OF FOOLS AT ALL COSTS!!!