Tech Support? What A Joke!

SrgSlaughter

I have tried to call several times, the longest wait to connect to someone was 30 minutes and I never did talk to anyone. I tried the online chat 01/04/09(Henry) to which I was told that he would email me diagnostic tools,(never received) and for me to try installing the 2009TS, I had bought 2008TS sometime back and was waiting for my current subscription to expire. I tried the online chat again this morning only to have it time out and present me with the option to send an email for which I received an automated response numbered Ticket ID:200901051013505. I know the first part will be the date 20090105 and the last will be the actual ticket number 1,013,505. I hope that that is the number of tickets that have been issued in Bitdefenders lifetime and not for only that day, but seeing as how so many people are having problems since the updates from a few days ago I could see where over ONE MILLION tickets have gone out. I know that during these dire economic times some downsizing has been done, its to bad that the managers stayed and the actual people that got the work done to make a quality product were let go. If this is the type of company that the general public looks toward for an anti virus program that works and is worth the price we paid, then we are all S*** out of luck. I hope the best for Bit with all of this as it looks like bankruptcy is on the horizon for you.

fungus

I have tried to call several times, the longest wait to connect to someone was 30 minutes and I never did talk to anyone. I tried the online chat 01/04/09(Henry) to which I was told that he would email me diagnostic tools,(never received) and for me to try installing the 2009TS, I had bought 2008TS sometime back and was waiting for my current subscription to expire. I tried the online chat again this morning only to have it time out and present me with the option to send an email for which I received an automated response numbered Ticket ID:200901051013505. I know the first part will be the date 20090105 and the last will be the actual ticket number 1,013,505. I hope that that is the number of tickets that have been issued in Bitdefenders lifetime and not for only that day, but seeing as how so many people are having problems since the updates from a few days ago I could see where over ONE MILLION tickets have gone out. I know that during these dire economic times some downsizing has been done, its to bad that the managers stayed and the actual people that got the work done to make a quality product were let go. If this is the type of company that the general public looks toward for an anti virus program that works and is worth the price we paid, then we are all S*** out of luck. I hope the best for Bit with all of this as it looks like bankruptcy is on the horizon for you.

My ticket number is 3 and they haven't called me yet. :-) Just kidding.

Fungus

Unknown

200901051002467 was the ticket ID associated with your email address. You have been requested to send a log and you did that, but you provided one that is incomplete.

You we're asked again to provide a full log, but for now there is now reply in our database. If you know you have replied with a full log, please try again to send it.

SrgSlaughter

As I had stated in the email my system will freeze shortly after a reboot (with BD 2008TS or 2009TS installed) so log files may be incomplete. This "freeze" in my opinion is due to the updates that BD had done about 5 days ago as I didn't have this problem before the updates and don't have the problem once BD is uninstalled. In particular a NDIS Wan miniport driver(unsigned) that wasn't there before the BD updates and the BD uninstall tool to totally ineffective in removing, safe mode boot is the only way to remove this UNSIGNED device and driver. As for installing 2009TS it seems to be nearly the same prog as 2008TS with an updated GUI for interfacing with the online backup. I have the exact same problem with 2009TS as I do with 2008TS,the system freezing, as for the WAN miniport it does not show up in DM on a normal boot, at least it doesn't before system freezes, it may very well freeze when it is trying to load this device so Windows never gets the chance to show it in DM. I have tried installing older drivers for both the mobo as well as vid cards, removed alot of the utilities for the mobo and disabled nearly all services and all start up programs except for BD. Even in doing this my PC will "freeze" within 5 seconds of a reboot, uninstall BD and everything is fine. As for doing a clean install of the OS I really don't see that making any difference, this is a fresh install (2-3 weeks old) the bare minimum is installed at present.

For your reference Florin Stiuca the first email I received has this in the subject line Re: [Ticket ID:200901051013505] and I copied the 1st paragraph here...

"This automated reply from BitDefender is to confirm that our Customer Care

department has received your e-mail with the subject line:

"Dead Assistance-- want refund for subpar product"

The reference number assigned to your e-mail is 200901051013505.

We advise that you keep this e-mail for future reference."

In the second email received from BD someone has taking upon themselves to change the reference number,copied from subject line Re: [Ticket ID:200901051002467]

SrgSlaughter

I sent new logs in on the 8th of Jan for system dump as well as the belarc advisor logs to which I have heard neither yay or nay on the matter. It seems as though you guys have your hands full right now with all the bugs that went out with the end of year/new year "updates". I use the word "updates" loosely as all that it accomplished for me as many others was the complete and total un-usability of this product. It ranges anywhere for complete system lockup to a nearly disabled or totally disabled AV program, I don't think that's what we paid our hard earned money for. Its a shame that what alot of people considered and trusted to be one of the top two AV programs ended up in a state such as this, with no or seemingly uncaring support to boot. Perhaps its my fault for thinking that BitDefender was a capable company to provide a working suite in the "Total Security" package that I purchased.

smr

I sent new logs in on the 8th of Jan for system dump as well as the belarc advisor logs to which I have heard neither yay or nay on the matter. It seems as though you guys have your hands full right now with all the bugs that went out with the end of year/new year "updates". I use the word "updates" loosely as all that it accomplished for me as many others was the complete and total un-usability of this product. It ranges anywhere for complete system lockup to a nearly disabled or totally disabled AV program, I don't think that's what we paid our hard earned money for. Its a shame that what alot of people considered and trusted to be one of the top two AV programs ended up in a state such as this, with no or seemingly uncaring support to boot. Perhaps its my fault for thinking that BitDefender was a capable company to provide a working suite in the "Total Security" package that I purchased.

smr

Bought BD Internet Security due to good reviews read, including good tech support & toll free #. Installed last night. Computer keeps freezing up about every 10 minutes. Can only shut down computer to get out. Called tech support, no longer a toll free #, false advertising says toll free all over the product. Called new 3 & after hitting # to speak to a representative the phone rang & rang, never answered. Called again, was on hold 6 minutes & was disconnected. Have now spent several hours & now $ on uncompleted long distance calls. Tried chat support, usual uninstall, reinstall. Directions given by tech didn't match the screen that came up. Reinstall processed but came up with a "Critical Issue" not described & asked me to send it in. Still freezing up. Any idea how one can get their $ returned, I bought this at Office Max. (I have Vista, brand new computer which successfully ran a 30 day Trend AV with no problems) Any advice out there?? I'm not tech savvy so please make it simple. Thanks

marsue43

Bought BD Internet Security due to good reviews read, including good tech support & toll free #. Installed last night. Computer keeps freezing up about every 10 minutes. Can only shut down computer to get out. Called tech support, no longer a toll free #, false advertising says toll free all over the product. Called new 3 & after hitting # to speak to a representative the phone rang & rang, never answered. Called again, was on hold 6 minutes & was disconnected. Have now spent several hours & now $ on uncompleted long distance calls. Tried chat support, usual uninstall, reinstall. Directions given by tech didn't match the screen that came up. Reinstall processed but came up with a "Critical Issue" not described & asked me to send it in. Still freezing up. Any idea how one can get their $ returned, I bought this at Office Max. (I have Vista, brand new computer which successfully ran a 30 day Trend AV with no problems) Any advice out there?? I'm not tech savvy so please make it simple. Thanks

Wow, these comments are really spooking me. I installed BD at the end of December after a really bad experience with AVG package, which crashed my whole system which had to be switched back to its factory settings, losing everything on my PC. I read good reviews of BD, so purchased this for a year. I have had teething troubles so far and a few unexplained happenings, but I am now nervous of anything more serious happening as it seems that the support centre is less than useless. I really wish that I had not purchased this antivirus at all, and presently could not be able to recommend it, but its a bit of a minefield out there and difficult to know which AV to choose. I used the old AVG for years and got on well with it. The new "smarter" package took more than 3 hours to scan my computer, which slowed it down and made working on it inconvenient, thus I ran it overnight, which I was not happy about. BD only takes around 12 minutes which is rather short, but hopefully effective - who knows?? Could be that I am not fully protected - time will tell. I certainly do not feel comfortable with my choice of BD after reading all the complaints here.

Sm3K3R

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