Total Frustration With Installation And Support

petsdvm

THIS IS AT LEAST MY 7TH ATTEMPT AT GETTING TECHNICAL SUPPORT. ..FIRST ATTEMPT BY USING THEIR FORUM. I HAVE ALSO TRIED TO CALL YOUR SUPPORT NUMBERS TO NO AVAIL. IF I DON'T GET SOME HELP SHORTLY, I WILL CALL MY CREDIT CARD COMPANY AND CANCEL AND ASK FOR REFUND FOR THIS PURCHASE, AS THE SUPPORT HAS BEEN TERRIBLE THUSFAR AND PRODUCT IS NOT WORKING AS DESIGNED. I NEED HELP WITH SOME CONFIGURATION ISSUES PLEASE. I HAVE BEEN HUNG UP, AND GOTTEN NO ANSWERS FROM ANY OF THEIR PHONE #S OR LEAD DOWN DEAD ENDS INTO BOTTOMLESS PIT PHONE QUES OR WORSE YET, JUST HANGUPS....

HAVE TRIED SEVERAL TIMES TO GET HELP FROM YOUR SUPPORT DEPT, SINCE PURCHASING THIS A 5 USER LICENSE OF YOUR INTERNET SECURITY 2009 PRODUCT A FEW DAYS AGO...??

I NEED HELP CONFIGURING THE HOME NETWORK FEATURE THAT SHOWS ALL MY COMPUTERS IN A NETWORK TOGETHER. I ALSO AM HAVING TROUBLE WITH THE SYSTEM LOCKING UP FREQUENTLY ON ALL THE COMPUTERS.

I HAVE 5 COMPUTERS: 1 ON WIN XP PRO, 1 ON WIN XP HOME, 1 ON MEDIA CENTER EDITION OF XP, 1 ON VISTA ULTIMATE AND 1 ON VISTA BUSINESS.

HERE'S EXAMPLE OF CHAT FROM TWO DAYS AGO WITH SOMEONE NAMED "DANNY"...

Paul: help

You are now speaking with Danny of Technical Support.

Danny: Hello!

Danny: How may I assist you?

Paul: good morning...Cannot connect all 5 of my computers to my personal home network as is supposedly possible in BitDefender Internet Security 2009

Paul: just bought and downloaded Internet Security 2009 yesterday, 5 user pack

Danny: Can you connect with the BitDefender Firewall disabled?

Paul: having trouble, almost got them, then they akll started disappearing, now it's all goofy

Paul: not sure, let me check

Danny: Ok.

Paul: nope...and what's stranger, my two Vista computers in this network do not even come up seeing each other at all now, when I go to add a computer...some say they are already members and some say they don't have the software installed, and no red icon on the computer... ???

Danny: Are you talking about the BitDefender Network?

Danny: Can you share files between 2 computers?

Paul: yes

Paul: they are all present in the windows network, and on fixed ip addresses, 1 Vista Ultimate, 1 Vista Business, 1 XP Pro and 1 XP Home, and one not turned on right now

Paul: I am talking about the BitDefender Network for managing your security on all the computers from one screen???

Danny: I understand. Try to manually add the IP address of one PC and tell me if you can see it then.

Paul: I'm getting an idle message now and it says our chat is going to end in 2 minutes??

Paul: I told you aboVE....THEY ARE ON FIXED IP ADDRESSES ALREADY... ;-)

Danny: The chat window will not close, that is an automatic message.

Danny: Oh, sorry. Please go to Start->Run-> type: services.msc

Danny: Go to the BitDefender Arrakis Server, right click on it and start it.

Danny: Do this action on 2 computers. Can you add them in the Network now?

Paul: nope, they don't even show up at all...and these are both the new Vista computers

Paul: started your server service on both

Danny: I will send you shortly after we end this chat session 2 diagnostic tools that will help us further investigate this issue and figure out a solution. Would this be ok with you?

Paul: seems we are going about this in somewhat of a random fashion? why not start at the beginning?

Paul: I've downloaded the two tools: sysdump and FileInfo2008 already?

Danny: Run them on your computer and send me the reports that are generated. Meantime, you can try to remove the network that you have created and make a new one with the Arrakis Server started.

Paul: I need more directions on how to run these please...and do I remove all my computers first from their networks....I'm confused....can you please call me and let's do this over the phone perhaps?

Paul: 1st question: When you join or create a BitDefender (Arrakis) network, do you use the exact same password for the network on all computers

Danny: Yes, use the same password on all computers.

Paul: 2. let's get two computers connected first, ok...these two Vista ones maybe? They are on fixed IP and can see each other in Windows workgroup, private network

Paul: just did it...and on the Vista Ultimate Desktop, it does not show that my new laptop on Vista Business even has BitDefender installed and 0.0.0.0 IP address for some reason? on the Vista Laptop, it does not even show the Vista Desktop computer as a computer to chose ???

Danny: Ok, in this case need to see the reports that are created by those diagnose tools.

Paul: directions please? you canot phone call me to di this or log into my computer?

Paul: running sysdump now

Danny: No, I'm sorry we can't call you and we can't remotely connect to your computer.

Paul: so there is no phone support at all for BitDefender???

Paul: I may just want to get my $$ back eventually if this gets too difficult or time consuming

Danny: 1-954-928-2780

Danny: This is our phone number:

Paul: sysdump is still running, depsite the fact that I have no idea what I am doing here?

Danny: The lines are opened 24/7.

Paul: why is this phone # not found anywhere on the support pages?

Danny: You can find here complete instructions in how run those tools:

Danny: http://www.bitdefender.com/KB95-en--Asking...assistance.html

Paul: ok, let's stay focused....am I running the correct tool for you ....???

Paul: I read that stuff...but you are supposed to be guiding me

Paul: eh ?

Danny: Please run the tools. The tool will create some reports. You will only have to send me back those reports.

Paul: I will repeat.... I am currently running sysdump...and it is still running on screen...now just went away?

Paul: now running FileInfo tool

Paul: ok log files created...now what?

Your party has left this session.

Paul: HELLOW !!!!! ????

DR. PAUL SCHMITZ

petsdvm

PROBLEMS ARE STILL NOT RESOLVED, HOME NETWORK IS STILL NOT SETUP, PROGRAM STILL CRASHES, UPDATES DON'T RUN, BITDEFENDER ARRAKIS SERVER STOPS CONSTANTLY AND HAS TO BE RESTARTED AND COMPUTERS CANNOT BE SEEN IN NETWORK, SOMETIMES THERE, SOMETIMES NOT. AND NO ONE FROM TECHNICAL SUPPORT EVER CONTACTED ME EXCEPT TWO AUTOMATED MESSAGES FROM “support@bitdefender.com”… AND “DANNY” HAS STILL NOT CALLED ME BACK… OF COURSE!

WHERE DO I GO OR WHO DO I CALL TO GET REFUND…WANNA GO BACK TO SYMANTEC OR EVEN WINDOWS “LIVE-ONE-CARE” WHICH HAD HAD FOR 2 YEARS UNTIL A FEW DAYS AGO…AND NO THREATS EVER GOT TO MY SYSTEMS HERE....EVEDN AVG FREE IS EASIER THAN THIS. FREE SOMETIMES IS BETTER. WHY DO THE REVIEWS RATE BITDEFENDER SO HIGHLY...I DON'T GET IT ???

SINCERELY,

Paul Schmitz, DVM

Veterinarian and IT Consultant / Software Trainer

john305

Hi i have bitdefender running on a few networks I do not use there network setup part of the program i give each pc on the netwrok a dif ip then in firewall rules give that ip access, then setup the other pc to share files and thats it. I have had no problems with setting it up that way.

Viscon

Hi i have bitdefender running on a few networks I do not use there network setup part of the program i give each pc on the netwrok a dif ip then in firewall rules give that ip access, then setup the other pc to share files and thats it. I have had no problems with setting it up that way.

same here, Hammey

considering the bugginess of this BD thing, i avoid its network option like a plague

for me it's still in beta phase but we pay for testing

petsdvm

Thanks for input, but this does not solve my basic problem and that is...I CANNOT GET A HOLD OF TECHNICAL SUPPORT, AND NO ONE HAS CONTACTED ME TO HELP ME RESOLVE THESE ISSUES...AND IF NO ONE DOES BY MONDAY, I WILL BE CALLING THEIR MAIN OFFICE AND CUSTOMER SERVICE FOR REFUND. SEEMS THEIR OWN FORUM WOULD HAVE SOME MONITORING THESE POSTS AND WOULD GET ME SOME HELP BY NOW?

Dr. Paul

aceofspades

BEST SOLUTION IS SWITCHING. I DID IT AND I AM SOOOOOO HAPPY. BITDEFENDER IS WORTHLESS.

petsdvm

Thanks, that's where I am headed. Does no one from the company monitor this forum or care? My other problem is finding a way to get in touch with customer service to get my $$ back??? After seeing so many reviews telling me it is so good, I had really hoped to make it work, that's why I had bought a 2 yr subscription as well.... Very odd...I thought this company was reputable...what's happened to them?

Dr. Paul

john305

hi Paul Schmitz, DVM Veterinarian and IT Consultant / Software Trainer first of all caps is yelling on the net we dont work for bitdefender so relax, also if your problem was network i gave u a way to sort it. with all your experience you should beable to figure out a little av program. If not take it back as im sure they dont care if you do, or not you wont break there hearts. But being ignorant sure does not help your postion. If your posts here are any idication of the way you talk to support i would hang up on you and block your number from ever calling again. Oh i forgot can you train me how to use bitdefender

Happy Trails

stratoc

got to agree with aceofspades, sadly they seem to do a complete vanishing act at the mention of a refund. the program needs an awful lot of work before they give it away yet alone charge for it.

aceofspades

Thanks, that's where I am headed. Does no one from the company monitor this forum or care? My other problem is finding a way to get in touch with customer service to get my $$ back??? After seeing so many reviews telling me it is so good, I had really hoped to make it work, that's why I had bought a 2 yr subscription as well.... Very odd...I thought this company was reputable...what's happened to them?

Dr. Paul

I got this software from bestbuy, so i went back there and told them how bitdefender got all these problems and they gave back my money without any questions. lol i didnt even have my receipt. " />