Why is renewal more expensive than a new subscription?

GvanderVen

I wanted to update my F-Secure Antivirus subscription today, but noticed that a 1 year renewal (€49.90) costs more than a new subscription for one year (€39.95). This makes absolutely no sense to me? I've been using F-Secure for 6 years now; is this how loyal customers are rewarded? Is there any reason why I should not order a new subscription and still go for the renewal?

 

By the way: My current _24_ month renewal from 2 years ago and the one before that, also 24 months,  cost €49.90 as well. So effectively the prices have doubled since then...

[Deleted User]

Hi GvanderVen,

 

Thank you for reporting it to us. I checked through the page for renewal and the price seen in the main webpage is diffferent than the actual order page. In the main renewal webpage, the price for Anti-Virus seen is €49.90 (3 devices for 1 year). However, once you click on renew in the mainpage and go to the order page, the price for renewal for Anti-Virus is € 34,99 (3 devices for 1 year).

 

I will forward this to our internal team for them to have a look.

 

 

 

 

 

 

 

GvanderVen

Ehm, nope. On the order page, the price is also €49.90.

GvanderVen

In the mean time, my subscription has expired (leaving me unprotected), because I was waiting for this problem to be solved.

 

The order page *still* says €49,90.

 

Can you help me with this quickly please?

Ukko

Hello,

 

Sorry for my reply. I also just F-Secure user.

 

But do you talk about provided previously URLs (with them - I also can to see difference between page price and order-page price)? Or your experience about kind of "special" renewal URL from mail-letter (as example) or something else?

 

At least - when you open this URL:

https://www.f-secure.com/en/web/home_global/anti-virus-renew

 

If it not redirected to some of local-websites of F-Secure (and stay called like this URL) - which prices are visible for you?

 

For me it will be:

1 computer, 1 year €24.99

and

3 computers, 1 year €34.99

 

If I choose "Renew"-button (for the second option) - it will trigger next https://onlineshop.f-secure.com/789/purl-anti-virus?cart=146946&language=en&currency=EUR

 

Where price will be also "€34.99"; and price do not change later (at least with switch to the payment-system; but I did not tried to "renew"/buy it later - so not sure - maybe it change with this step?!);

 

-------------

Also I can to think that there is can be another URLs (based on specific codes/additional/places) - and maybe you have URL to the order-page (or else something), where price is stuck with another one.

At least - time to time I met (randomly)  F-Secure store URLs about the special offers and promo-actions or local actions.  Which looks like valid URL with large discount (for the current price?!) - but not sure if it can be valid page later.

GvanderVen

When I click the first link in your message, I indeed see the prices you mention: €24.99 (1 computer/1 year) and €34.99 (3 computers/1 year). This is however not the link I get to when I follow the steps from the f-secure home page or from the renewal reminder from the antivirus application. I get to:

https://www.f-secure.com/nl_NL/web/home_nl/anti-virus-renew

Where it states €39.90 for 1 computer and €49.90 for 3 computers (for me anyway).

 

The second link you provide however - which is the one that actually matters - does *not* give me the prices that you apparently get. I again get the same €49.90, regardless of whether I a) follow your link directly, b) push the 'Renew' button from the page of your first link, or c) via the 'Renew' button on the link I gave above.

 

So... I don't know. Maybe there are different prices for different regions or something (although I would expect the entire euro zone to have the same prices), but then it still doesn't make any sense that a renewal costs more than a new license.

Ukko

Yes,

 

I also able to get "higher price" with:

https://www.f-secure.com/nl_NL/web/home_nl/anti-virus-renew

 

But price switched (for me),  when I choose button "renew" (to the "lower"-price);

 

And URL next:

https://onlineshop.f-secure.com/789/purl-anti-virus?cart=146946&currency=EUR&language=nl

 

(Where most likely critical for the price can be "789" ; "purl-anti-virus" ; "146946" <-> but this latest maybe more critical)  - which can be as maybe "provider", "which solution/how many", "category of solution/certain page";

 

And sorry for my suggestion, but what if there something like "cache"-stuck with your browser (or basket under the shop). Do you tried (or if not - do you able to try) - open this "certain" order page from first.. with "inPrivate" (or something like that) mode of browser?

 

What if it will change anything or anyway... by somewhat reason - you will be still with "stuck-higher"-price?

Ukko

// as additional to my previous reply. I just a little be tried to repeat situation with my experience (about potential browsers stucks or other).

 

Ok.. maybe I understand trouble-situation.

But not sure (still) how to repeat it locally.

 

Time to time (randomly) - there is can be indeed this price €49.90 under the order page.

 

And look  of webpage a little be "different" with webpage, when price is changed.

At least: with "€49.90"-style there is have "Confirm order"-tab (between Order information and Done); "Continue"-button there as main (with another design there is "buy"-button);  Does it valid with your experience about order-page?

 

So... I still not sure why this situation there (?! if some servers serve customers with "outdated" view of page; and randomly for Holland it more often). At least - when I switch Country-string to Holland  - price do not changed to me (as higher-view). And I not understand briefly about potential step to get it locally with my experience about "€49.90" (but looks like that possible with certain setting);

 

GvanderVen

I appreciate the help Ukko.

 

I tried clearing my browser cache, cookies and emptied the shopping basket. Tried using Edge instead of Chrome, but all without any effect. The price remains the same.

Ukko

Hello,

 

Sorry for my reply. Just as some additional to this troubles.

 

I decided today re-check situation with F-Secure Freedome.

 

So, I installed it; Choose Finland as location (because suomi page also have this "higher"-price, which can be switched to the "lower"-price with my experience).

And choose renewal-button. So, the price under the order-page stay with "€49.90" (and there is indeed "changes" with view, which I wrote previously). And looks like that payment-system will be also with "€49.90";

 

So, at least your experience should be also valid for suomi-users too.

 

And not sure - if it not known yet (as trouble and not valid situation) or just it expected situation (I read that Steam work like that, where different prices for different locations can be; and possible get "location-price" just with certain location). 

 

And I not sure that I able to understand reasons (if it mistake) - just if certain servers wrongly serve certain locations. And as result there is "another" (outdated or not) page (with higher-price) under the F-Secure order-shop page too.

 

Sorry for my reply (just as additional not just to your experience, but about situation with full meanings).

[Deleted User]

Hi @GvanderVen,

 

I communicated this to our internal team for further checking. They did mention to me that the prices are regional.

 

Regarding your renewal, I will get back to you via private message for further discussion.

GvanderVen

Just in case Ukko or someone else is interested in how this all played out:

 

I got a 'special discount' offer to get a 1 year renewal for €39.90. This was after my license already expired, so I didn't know if that would even still work if I got it. So I decided to just get a new license instead; it was the same price anyway, that that would certainly reset the clock for another 12 months.