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Partial refund after upgrading to family?

  • 5 September 2023
  • 6 replies
  • 75 views
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Hey guys, I have a paid annual premium account valid for 6 more months. However, I'd like to upgrade to annual family subscription.

In the app, when I choose the option to upgrade, the cost appearing is the full value for annual family (which I can understand). But I would expect that it would automatically calculate a discount because of my 6 months left from my individual. 

I saw cases of people leaving individual annual to monthly family, but in my case, I want annual family too. I just wouldn't want to waste half of year of paid costs 😞

Anyone did this before and got a partial refund?

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Best answer by Nina Nebo 5 September 2023, 11:00

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6 replies

Nina Nebo
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Userlevel 7
Badge +12

Hi @bbutkus81 !

 

Here is helful links

Manage Your Deezer Subscription Payments

https://support.deezer.com/hc/en-gb/articles/214349045-Manage-Your-Deezer-Subscription-Payments

 

Contact Deezer

https://support.deezer.com/hc/en-gb/articles/115003864625-Contact-Deezer

💜🎧🎶🎵🎼🎤👉 | https://www.deezer.com/en/playlist/12606449323
B
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Thanks for the links, Nina. :) I checked them and unfortunately… no mentions on partial refunds and no details regarding the upgrade.

I also contacted support and still no replies. Will post reply here if they do. :)

Hoping some other member had the experience and is willing to share with the whole community for the future.

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

 Hi @bbutkus81 did you got feedback from our Customer Support? If not, please share the reference of contact (number with 7 digits). 

With that in hands I can check if something can be done.

But please note, that we don’t do partial refunds. What happens:

  • When a user is on a Premium subscription and subscribe a Family plan (higher plan) he gets immediately charge and loses the rest of the time paid for Premium
  • When a user is on a Family subscription and wants to downgrade to Premium, he can subscribe but he will first enjoy whats left from the period user paid.

Hope that makes sense to you.

B
Rank

This is rather disapointing and I would even say unacceptable. I did the same (upgrade to family), but I’m on monthly payments. What I expected was a lower first payment or a settlement later. But that doesn’t seem to be the case. So, Upgrade is really not the right word here. 

This is very customer unfriendly and I hope Deezer realizes that this is not helping to bind customers to their service...

GropplerZorn
Rank
Userlevel 7
Badge +17

This is rather disapointing and I would even say unacceptable. I did the same (upgrade to family), but I’m on monthly payments. What I expected was a lower first payment or a settlement later. But that doesn’t seem to be the case. So, Upgrade is really not the right word here. 

This is very customer unfriendly and I hope Deezer realizes that this is not helping to bind customers to their service...

 

It’s not difficult to manage, just do your upgrade at the end of your deezer month.

G
B
Rank

This is rather disapointing and I would even say unacceptable. I did the same (upgrade to family), but I’m on monthly payments. What I expected was a lower first payment or a settlement later. But that doesn’t seem to be the case. So, Upgrade is really not the right word here. 

This is very customer unfriendly and I hope Deezer realizes that this is not helping to bind customers to their service...

 

It’s not difficult to manage, just do your upgrade at the end of your deezer month.

 

Yeah right, so bbutkus81 has to wait 6 months before upgrading… That's really friendly and convenient. For me it's not a big deal to waist 3 weeks of payment (though still not very customer friendly and it's not clear upfront), but I think it's not a very logical thing to expect from customers after persuading them to choose for an annual payment. We're talking about an upgrade, not a downgrade. It shouldn't be too hard to implement a "proper" upgrade.

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