A word of warning for all those looking to subscribe to LexisNexis online services or wanting to terminate existing online Contracts. Please check your Terms and Conditions very carefully. I thought I was entering into a one year subscription, even my Order Form gave me this impression, and the sales staff didn't tell me any different (but to be fair I didn't ask any questions regarding cancellation) but what I appear to have signed up to is a rolling contract which RENEWS AUTOMATICALLY. I am told by them that the only way I can cancel the subscription is for me to give them a minimum of 90 days notice to expire at the end of my subscription period - as mine was 12 months I should have given them notice around the 9 month mark.
THE STING IN THE TAIL is that LexisNexis didn't send me their invoice for the following year until 3 weeks before the end of my 12 months subscription (not that they have any legal obligation to send it earlier)!! Therefore by the time I knew what the following year's subscription fee is - it was too late to cancel for that year and I got stung me for another year's subscription!
Their customer service, accounts managers and credit control departments are difficult to deal with, when you get to speak to someone no one is able to assist you, you get reassurances that someone will phone back (usually within a specified period) and they never do. You have to0 continually chase them. They are however good at sending you reminders for their unpaid account and getting their lawyers to threaten legal action for unpaid accounts.
They also had the cheek of sending me questionnaires from Credit Control Support Department asking whether my query was resolved satisfactorily and asking for feed back as they are looking to improve customer service!!
The moral of this story is no matter how busy you are when dealing with not just this company but all companies please make sure you read carefully the Terms and Conditions. If you are happy to proceed please make sure you keep the T&C under constant review and give yourself sufficient time to cancel your subscription.
0 comments