Clean Internet

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Bad Customer Service
Posted by on
This past weekend, I decided to install an internet filter on my computer since I was encountering unwanted material on the internet through Google and other sources. I decided to go with Clean Internet's monthly plan for $4.95 a month. The problem, however, is that the moment I installed the filter, it began to block websites that were not a problem like YouTube and Facebook. There is no way to do an administrative override, either, because they do not provide this capability. You have to send in an unblock website request by email which takes some time according to the email form.

The website states that they provide a 90 day UNCONDITIONAL guarantee on the product and they will provide a full refund. I sent in an email requesting a refund and explained the reason for the request. Today, I got a response that was rather rude stating that I had not used the product for very long (they could see that I had little activity on my account) and that they had not billed me yet. They also asked if I required an uninstall code for my computer. I was not threatening or rigid on my email, but they were acting as though I was trying to get something for free.

I sent a follow-up email explaining that I did a system restore to remove the software from my computer because I didn't have time to talk to them over the phone to get information on how to uninstall. I also requested a second time that they not charge my credit card for the billing fee since I was no longer using the product.

I think companies who claim a 90 day UNCONDITIONAL guarantee should not ask questions for the reason behind the request from the customer to receive a refund if they are not happy. Unconditional means not imposing or not depending on or containing a condition. So their request for me to use the product longer than I desire to is unwarranted and ridiculous.

EDITED TO ADD:

I received a response from the customer service department arguing with me stating that I did not request the unblock on both YouTube and Facebook. I opened the emails I received from the unblock form both times and put in my password after clicking the enclosed links.

ETA (2nd time):

I received 2 other emails arguing that I had not opened the subsequent emails. I just sent a "stop email" request. The customer service representative seems intent on harassing me about this situation.
     
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User Replies:

Anonymous on 2011-08-08:
That is a hassle if you have to email them every time you want to unblock a site, and then wait for them to do it. I agree about the unconditional refund. I hope that they do not go ahead and charge your card.
MissLeopard83 on 2011-08-08:
If they do, I will dispute it with my issuing bank where the check card comes from. The man emailing seems very rude so I hope he will not charge out of spite. I'm keeping an eye on my bank account.
TJx91 on 2011-09-17:
The same product was installed on my then 20 year old girlfriends laptop without her consent. She is now 21 and lives independently and they still refuse to remove the product without her parents request. In the process of processing a complaint with the Better Business Bureau. This product blocks access to: Craigslist, Facebook, Youtube... if you want to be able to do anything other than send emails and read bible verses there are many MUCH better filtering softwares out there.
Busy Bee on 2013-04-17:
MissLeopard83, We have used Clean Internet for years (since 1998) and have never had a problem with customer service. Did you try calling? Since they are busy you may have to leave a message and they will get back to you. Curious if you ever got your refund or if they charged your card?

Yes, TJx91, Clean Internet filters and that is why folks get this service in the first place. I would like to know the names of the MUCH better filtering software programs.
Melissa on 2014-04-03:
I currently have this service and have tried cancelling twice ever since I installed it I can't print from certain things like coupons for instance,I emailed them about that too they didn't even address that issue.tonight they told me to contact them on June 22 and they would see if they could help me then I would never ever ever recommend this company
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Terrible Customer Service
Posted by on
Rating: 2/51
CHESTERTON, INDIANA -- I've been a customer of Clean Internet for a while. I've found their filter to be clunky and too closed. The filter blocks partial access to some websites and it is difficult to get the "tech experts" at Clean Internet to open the sites completely. For example, I have trouble opening a certain business directory and the customer service personnel seem unable or unwilling to help me.

At first they answered my request with a condescending email insinuating that I had to be mistaken and that the filter had nothing to do with my problem. I asked them to please review the problem, since before installing the filter I had complete access to the site, but they once again countered with a rude reply and refused to even look into it! After another round of emails I got them to at least check the problem out and they discovered that the filter was indeed restricting access to this site.

I realize that I could have been mistaken as to the problem, but these "tech experts" exhibited none of the professionalism I would expect from a company. Instead of politely looking into the problem they rudely refused! I had to apply firm pressure to get them to help me with my problem. In the end they were mistaken, and yet I received no apology. Instead they simply sent me a terse email with stated: "Try it now. It will work." Yet they hadn't fixed the problem. But I was so weary with dealing with them that I didn't press the issue any further.

This is just one example of my dealings with Clean Internet; not an isolated incident. I have constantly been repulsed by Clean Internet's rude customer service department and I will not be renewing my license when it expires this year.

My advice to you if you want a good reliable filter is to bypass Clean Internet and go with someone you can work with. The fact is, all filters must be tweeked a bit for personal preferences and you need a customer service department you can work with.
     
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