Getting No Support - Getting P*ssed Off

jkoerner

I bought and installed BDAVPRO2011 10 days ago.

It has done nothing but cause problems so far.

I have attempted repeatedly to get help from BitDefender in the following 3 different ways but I HAVE NEVER GOTTEN ANY RESPONSE TO ANYTHING. " />

1. Crashes at least once or twice, sometimes more than twice, EVERY time after computer is booted.

It then offers to submit crash reports, which I have done many times -

I write a note to go with them and it sends the crash log info.

2. Online Form: I have MANY other problems in addition to BD crashing.

I have sent multiple support requests via the form.

3. Email: In exasperation, since I don't get any response from above two methods,

I have sent email messages to the sales or customer service email addresses shown on the website.

Is the problem

1. just that your product is SO bad that BD is just overwhelmed with support requests?

2. Or is it a behavior modification program deliberately trying to get customers to stop requesting support because they give up on ever getting any?

Does anybody know of a class-action lawsuit that I could join to seek compensation for damages caused by a defective product? If so, please post that info here or P.M. me with it.

nikki605

Since you have installed BDAV Pro 2011, I am moving your topic to the BitDefender 2011 Products - Installation forum where it should get the proper attention.

If you have been given any trouble ticket numbers, please post back with those numbers.

Please provide more detail about "crash." Exactly what happens? Do you get an error message? If so, what is it?

It is also necessary for you to provide us with some basic information about your PC:

-How much memory (RAM)?

-What type & speed processor (CPU)?

-What OS (WinXP, Vista or Win7)? Is it 32-bit or 64-bit?

-Do you have any other security type programs installed or one's that you have recently uninstalled?

Awaiting your reply,

Unknown

Hello,

I have located 2 tickets that you currently have with Us. The correspondence is as follows:

Ticket ID: 201104191014231:

- received from you on: 04/13/2011 14:48:09;

- our first answer: 04/13/2011 14:59:55;

- you replied on: 04/13/2011 23:16:07;

- we again replied on: 04/14/2011 04:09:32;

- you replied for the third time on: 04/19/2011 21:24:02;

- followed by our answer on: 04/20/2011 17:20:05;

Please note that the average response time is 48 hours however you were answered in less than 24 hours each and every time. Since our last email sent to your email on 04/20/2011 17:20:05 we had no reply from you. You joined the forum and complained about the lack of Support on Apr 20 2011, 04:48 PM. With all due respect but I find your complain unjust.

The second ticket ID: 201104211000325 has the following history:

- we received the same email from you twice on 04/21/2011 00:32:03;

- a third email from you few minutes later on 04/21/2011 00:48:16;

- you had an answer from my colleague Cosmin on 04/21/2011 18:05:39;

From the information above I can assume that you haven't read the info posted on our website regarding the Customer Care we provide and its conditions. Because we have clients all around the world, on different time meridians and because of the time we need to analyze logs and find a possible resolution, we need to have a 48-72 hours delay in answering your queries. That does not mean that all your answers will come 48-72 hours later, as it can be seen in the examples above.

Please accept my apologies if you find this post aggressive or offensive, rest assure that it was not my intention. I hope that everything is clear now and we can work together in resolving any future queries that you may have.

Best regards and have a Happy Easter !

Yours,