How to Make Sure You've Really Dropped an Online Service

A computer I purchased last year had a preinstalled copy of Symantec's Norton Internet Security, and I bought a subscription to Symantec's service following a three-month free trial. But my computer crashed ten months later, and when I restored my system, I dropped Norton and started using McAfee Security Suite, which I received for free from my ISP. However, a year after I purchased the Symantec service, Symantec debited my bank account for $49.99, the cost of a year's renewal. How can it take my money for a service that I'm not using?

Thermon Payne, North Tazewell, Virginia

OYS Responds: All Symantec customers who purchase services online are enrolled in the Norton Protection program, which automatically renews licenses for the products--in order, Symantec says, to prevent lapses in protection (McAfee's services operate similarly). Symantec says that when Payne first subscribed, he should have received e-mail messages with details on the program, as well as instructions on how to opt out; he also should have received a notice (again with opt-out instructions) 15 days before he was billed for the renewal. Payne says that he did not receive these messages. After we contacted Symantec, the company refunded the charge.

The lessons here: Don't assume that uninstalling a product will end a subscription service. Symantec says Payne could have prevented auto-renewal by accessing his account online and changing the default instructions.

Also, for any software purchase, look over the terms of service for clauses about billing and renewal.

Finally, after you make a purchase online, expect to see messages from the merchant (check your spam filter if need be). Some will contain important information like Symantec's instructions for cancelling automatic renewal.

Too Much Info?

Reader David Guinn from Rockford, Minnesota, was dismayed when, while placing an order with CyberPower, he was asked for copies of both sides of his credit card and driver's license. He had never been asked for such documentation before and wondered why CyberPower needed it. A CyberPower representative said the company required the copies because Guinn wanted the system sent to his business address, which was different from his billing address and was not on file with the credit card company.

Guinn ultimately wound up buying from Hewlett-Packard, which did not require the additional documentation.

Coby Music Player Recall

Coby Electronics has recalled about 12,000 portable DVD/CD/MP3 players following reports that they may overheat and pose a fire hazard. The recall applies to models TF-DVD170 and TF-DVD176 sold between May and October 2007.

The U.S. Consumer Product Safety Commission says Coby has received three reports of units overheating, including one involving minor property damage (but no injuries) from a fire.

Customers should stop using the players immediately and either call Coby at 877/231-9240 or go to www.cobyusa.com for information on returns and refunds. You can read the CPSC report online.