Frustrated And Disgusted With Bd Sales Support

I am so frustrated with Bitdefender's customer service/sales support (or lack thereof) that my ability to continue with the product is in serious question. My license expires tomorrow.

All I am trying to do is renew my license for Antivirus... however, I originally bought a 4-licens e pack and there is now no apparent way to renew it (they only have a 3 or a 5 license option). An e-mail brought me a quote from the sales organization offering to renew my license at almost double the price of the original purchase, and more than just buying a whole new license package. Wait a minute, isn't it supposed to be cheaper to renew than by a new license?

Tried 6 times to call their sales office ... either they don't even bother to answer and a recording comes on immediately and says leave a message and they will call back (They Don't) ... or I go on hold for 20-30 minutes and then get a disconnect.

Sent multiple e-maild ... no response.

Has anyone else had this wonderful experience? Is there really any quality control in this organization? Will this shame them into taking some action.

The ticket ID I have been using is Ticket ID:200710021007426

Some response quickly would be appreciated.

Richard Hoffman

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lacombe

I am so frustrated with Bitdefender's customer service/sales support (or lack thereof) that my ability to continue with the product is in serious question. My license expires tomorrow.

<snip>

Sent multiple e-maild ... no response.

Has anyone else had this wonderful experience? Is there really any quality control in this organization? Will this shame them into taking some action.

Richard, this is exactly the problem I've had. They ought to say they don't offer support, because what they call support is a joke. Fortunately, I have had very good results posting my problems to this forum and getting helpful responses.

Good luck.

rick24

Richard, this is exactly the problem I've had. They ought to say they don't offer support, because what they call support is a joke. Fortunately, I have had very good results posting my problems to this forum and getting helpful responses.

Good luck.

I have tried both options. I have left a message on their phone system to receive a call back, no call. Surprise, surprise. I have posted to this forum to get a address and no help their either. I have PM most moderators, no response their either. So I have to agree support is non existent. Product is great. However if you can not get help with a issue you just well choose another product.

alexcrist

I have tried both options. I have left a message on their phone system to receive a call back, no call. Surprise, surprise. I have posted to this forum to get a address and no help their either. I have PM most moderators, no response their either. So I have to agree support is non existent. Product is great. However if you can not get help with a issue you just well choose another product.

Hi rick24,

You have to understand: all Moderators on this forum (except the SuperModerators) DO NOT WORK FOR BITDEFENDER! We can help you when you have problems about the software, but about license and registration we have no way of helping you. We do not have the necessary documentation and we are not entitled to give you answers about these things. All we can do is to advice you to contact Live Assistance. If that doesn't work...it's not OUR (the Moderators') fault.

I'm sorry.

Cris.

rick24

Hi rick24,

You have to understand: all Moderators on this forum (except the SuperModerators) DO NOT WORK FOR BITDEFENDER! We can help you when you have problems about the software, but about license and registration we have no way of helping you. We do not have the necessary documentation and we are not entitled to give you answers about these things. All we can do is to advice you to contact Live Assistance. If that doesn't work...it's not OUR (the Moderators') fault.

I'm sorry.

Cris.

Cris, I feel you do have a way of helping the cutomer with this kind of issue. You have the ability to bring this topic to the attention of someone who can answer it. Plese do that so I can buy this product before my trial runs out in 17 days.

unknown

I'll have someone from sales contact you as soon as possible. I'm sorry about your problem, but have you tried to use the myaccount option of renewal?

What does it says? Also you should tell me what version are you trying to renew.

noussd

" /> I'm also having problems getting a response from them regarding my antivirus. The thing is I bought the small business package and for the past few months it refuses to update itself. So I have a non functioning antivirus on my office laptop that i bought for USD 113.85. I sent them several emails telling them my problems with their software but no one's contacted me. I now feel like a fool as several people told me not buy BitDefender as it was plain useless. Now I see what they mean. Talk about a total waste of my money <img class=

" /> The behavior of their sales and support department is NOT responsible at all! Bitdefender support team, if you are reading this, contact me at my email which should on your system as I registered my software copy bought with my hard earned cash!

rick24

" /> I'm also having problems getting a response from them regarding my antivirus. The thing is I bought the small business package and for the past few months it refuses to update itself. So I have a non functioning antivirus on my office laptop that i bought for USD 113.85. I sent them several emails telling them my problems with their software but no one's contacted me. I now feel like a fool as several people told me not buy BitDefender as it was plain useless. Now I see what they mean. Talk about a total waste of my money " /> The behavior of their sales and support department is NOT responsible at all! Bitdefender support team, if you are reading this, contact me at my email which should on your system as I registered my software copy bought with my hard earned cash!

I have had a terrible time getting the information I have requested. This is poor support for such a great procuct. I asked for the street, city, state, and zipcode of Global Collect which is the company Bitdefender choose to accept payment for them. Here is what Bitdefender email said.

When making payment you will need to provide your bank with the following information, in the currency requested. The payment will be processed by Global Collect on our behalf.

Amount: $81.94

Global Collect Ref. Number: xxxxxxxxxxx

Company: Global Collect

Bank: La Salle Bank NA

Location: Chicago

Account Holder: Global Collect BV

Account Number Details:

Sort Code: ABA 071000505; ACCOUNT_NUMBER: 58009xxxxx

Swift Code: LASLUS44

Here are several responses from Bitdefender or their chosen partners.

Thank You for your message. Unfortunately, we do not handle customer

service for BitDefender. Please contact BitDefender directly with your

request. They may be contacted through:

Online support - http://www.bitdefender.com/site/contact/

United States:

BitDefender LLC

6301 NW 5th Way, Suite 3500

Fort Lauderdale, Florida 33309

Phone: +1 (1) 954 776 6262

Fax: +1 (1) 954 776 6462

Spain:

Constelacion Negocial, S.L

C/ Balmes 191, 2? planta,

08006 Barcelona, Espa?a

Phone: +34 9321-89615

Fax: +34 9321-79128

Germany:

Softwin GmbH

Karlsdorfer Stra?e 56 88069

Tettnang

Phone: +49 (0) 7542-944444

Fax: +49 (0) 7542 -944499

We apologize for any inconvenience.

Sincerely,

Chad H.

Customer Service

Well I have deleted the other ones. However the original said Global Collect was in Chicago. The response I got was in a totally different state. So I just went and bought it from www.buy .com. Very easy to complete my purchase with simple and easy to understand payment instructions.

ggfossen

My problems are with antivirus 2008. It will install, but won't update. I had some response via email, but that broke down as I had to leave for a week. Upon return, I tried to call for nearly two hours. Either busy or a disconnect. I emailed. Still no response. This morning I was able to speak with a very nice guy, and provided, via email, the info that he said he needed. That was 8 or 9 hours ago, and no more response.

He did mention that it may be related to my dial-up, but said no more. I infered that he wanted to look at the request files first. Now, no response.

The program is totally worthless if it can't be updated.

Really frustrating.

alexcrist

My problems are with antivirus 2008. It will install, but won't update. I had some response via email, but that broke down as I had to leave for a week. Upon return, I tried to call for nearly two hours. Either busy or a disconnect. I emailed. Still no response. This morning I was able to speak with a very nice guy, and provided, via email, the info that he said he needed. That was 8 or 9 hours ago, and no more response.

He did mention that it may be related to my dial-up, but said no more. I infered that he wanted to look at the request files first. Now, no response.

The program is totally worthless if it can't be updated.

Really frustrating.

What is the error that BitDefender shows when it fails to update?

Also, are you sure your Firewall is correctly configured to allow BitDefender acces to the update server? What Firewall are you using (and what other security solutions)?

Did you have another AV solution installed before you installed BD2008? If yes, did you use an Uninstall Tool to completely remove it? Details here.

Cris.

Niels

Hello ggfossen

You have to allow livesrv.exe and upgrepl.exe in your firewall otherwise BitDefender can't update. You will find these files when you go to start,my computer,double click on the icon of your hard disc,open the folder Program Files,Common Files,BitDefender,BitDefender Update Service.

Best regards

Niels

bluesprite

Another suggestion - restore the defaults in the Update settings window and make sure you have Game Mode turned off.

Niels

Another suggestion - restore the defaults in the Update settings window and make sure you have Game Mode turned off.

Hello bluesprite

But normally game mode is disabled by default after a clean installation.

Best regards

Niels