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Bitdefender Support and refund tickets inquiry

R_Skut

Good day to anyone reading this.

I have used Bitdefender products for the past four years without any major issues. Last week, however, the autorenewal feature, which I always turn off after each manual renewal, led to me being charged 50 euros. I immediately wrote to BD support asking for a refund. However, the ticket didn't go through, which I realised only the day after. As such, I wrote a second ticket three days ago, and I still have to get a response. At this moment I feel like the resolution of my issue is being delayed due to the days of radio silence. I have never had an experience like this when submitting a ticket or a full-on refund request to other companies of similar size. As such, I'm making this post to ask if there is a way to reach BD customer support any faster.

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Comments

Alexandru_BD

Hello and welcome to the Community.

If you raised a ticket on Thursday or Friday, then it may take between 24 to 48 business hours to receive a response.
Refund requests and cancellations (usually banking-related activities) are not processed during weekends, so expect delays if the ticket was raised towards the end of the week. The response time frame may also vary depending on the available staff, incoming workload and urgency. They are definitely not delaying on purpose, as they have SLA objectives to meet, so the faster they respond, the better for both parties involved.
I know all this because I worked in their team, so I'm not saying this out of pure assumption. You will receive a response in the shortest time possible and they will issue a refund if this is your wish, and the order/renewal is eligible to be refunded (30 days policy).

The fastest way to reach the Support teams would be via chat. But if you already have an open ticket, please refrain from opening new tickets and wait for their response. Opening multiple tickets for the same inquiry will not speed up the process, on the contrary, it may double the work.

Your patience is appreciated.

Regards

Alexandru_BD

Update: I got word that you received a response today. 😊

R_Skut

Good evening, Alexandru!

Thank you for the response and speeding up the process. I really appreciate your help. I'm writing this to address a few points in your response. Due to the UI of the main site, I did not know that the option of a chat existed. Furthermore, Google only served the refund request through a ticket, so I followed it. I doubt that the first ticket was even opened, as I did not receive an email about it. On the topic of tickets, it would be quite nice to have a page where the user could go through their tickets, although I understand that this may not be possible depending on the inner workings of the ticket system. I also understand that opening multiple tickets will not speed up the process, however, I would like to come back to my earlier point that the first ticket I submitted was most likely never opened.

Alexandru_BD

It was my pleasure. So, basically when you access this link https://www.bitdefender.com/consumer/support/help/ you have to state your contact reason, choose request category, then select from the available contact channels, chat, phone and email/ticket. That page looks like this:

Also, if you navigate the Support Center for a few moments, a chatbot window will pop-up and you can also start a chat this way.

I agree it would be nice to have a page where users could check the status of their open cases, but you are right to assume that there's a limitation of the ticketing system.
My colleagues confirmed they received both tickets. Anyway, it's good to hear that the situation was resolved. 👍️
You have a great day and I hope to see your around on the forum.