I Would Like A Refund
I purchased Bitdefender 2012 at the end of August (8/30). Within a week I started noticing many issues. My computer started locking up randomly and booting was taking longer than it 10x longer than normal in some instances. My sound card suddenly became problematic. One boot it would work, one boot it wouldn't. IE9 started locking up and Outlook 2010 started failing to shut down properly. All this stuff began happening immediately following an upgrade from BD 2011 to BD2012. All of these things could be explained by external forces though such as windows updates or lifespan of products. I'm skeptical that all of these issues are from windows updates though. I have not reported any issues with these programs and drivers because I have no idea exactly who is at fault. All I know is that at time 1, all is well. At time 2 I install BD2012. At time 3, all programs interacting with BD and some that do not interact with BD are suddently having problems.
In addition to these issues, I was having Bitdefender-only issues with updates. I submitted a ticket within a week of my installation. I was getting updates every 5 or 15 minutes and every one of them was telling me I needed to reboot my computer. That was on 9/5. A representative asked for more information and I sent that back on 9/6. TWENTY-TWO DAYS LATER (9/28) I received an e-mail with the following message from bitdefender support:
"Thank you for your reply.
We are sorry for the delay of our answer, and for any inconveniences that we may have created. We will assist you in a timely fashion from now on, however,
in order to be able to do so, please let us know whether the issue you have submitted still exists on your computer or you have managed to resolve it."
That was on 9/28--conveniently 2 days prior to the end of the usual 30-days for refunds. I was floored. I sent a lot of information via screenshots and they were saying "Hey, sorry we didn't respond. Can you do that all over again? We'll respond this time. We promise." The issue had seemed to resolve itself, if issues that are never fixed actually resolve themselves. Anecdotally I responded that the problem appears to have resolved itself. No follow up was conducted and the problem has re-occured and is exactly as it was before I submitted the ticket. I responded again last week (10/31) telling Bitdefender that the problem did not, in fact, resolve itself and that I needed futher assistance and that hopefully they could respond in a timely manner this time. No response as of 11/9.
Meanwhile I began getting messages about my computer needing to be scanned. I submitted a ticket for that on about 10/1. This led to a month of e-mails back and forth giving me conflicting statements. The issue is that Bitdefender, regardless of the auto pilot feature, still requires you to manually start Full System scans every week. Anyone with Bitdefender already knows this and is most likely irritated by the lack of scheduled scanning in this version of BD. Here are exerpts from two messages:
10/16
"Also, another new feature called Autopilot provides a hassle-free experience by making optimal security-related decisions without input from you. By keeping this feature ON Bitdefender will also start Full System Scans once a week if it considers necessary. You can also manually start a Full System scan or a Custom scan whenever you want from the main Bitdefender interface > Antivirus panel > Scan now."
and then on 10-20
"Please note that Auto Pilot does not consider the Full System Scan. We are working to manage this situation and for this reason we recommended you to run a such scan from time to time."
and on 10/22
"Be kindly informed that we will implement a new feature, to scan when the PC is idle. With this function, our product will scan the entire system when you do not use it. I cannot tell you when this will happen, but I will announce you."
I also responded to this message on 10/31 that the problem persists. I am still being prompted for a full system scan even though auto scan has been active since day one and Auto Pilot has been active for almost 3 weeks. Now when I open Bitdefender it's all red and menacing and yelling at me to resolve "critical issues." Now I know it's not really yelling but the color and language are fully intended to prompt a sense of danger that my system is in because I have not done something. Again, I have had no additional response to this message as of 11/9.
I know it's been more than 30 days since I purchased this product. I have been a good customer and played along with the whole "let technical support handle it first" deal. I have had Bitdefender for years so this was not an entirely new product for me and I have not had these issues in years past. This year and this program is different though. I've been in contact with technical support about issues since the week I installed the program and over 2 months later, no resolutions are in sight. I have cooperated with the technical support staff as much as possible considering the rediculous responses and treatment I've been given. At this point I've had enough. I'm tired of giving technical support the opportunity to resolve my issues since it's obvious they are incapable of doing so in a timely fashion. By the time I get any of these issues resolved, BD2013 will probably be on the shelves.
At this point I would like a full refund so that I can purchase software from another company that will hopefully have more adequate technical support and whose program will be less problematic. What do I need to do to get the ball rolling here?
Comments
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Hi valeriolucciola and welcome to our forums
We apologize for any negative experience you have encountered with our products or our support. Your feedback is appreciated, and will be directed to the appropriate team for review, to enable us to improve our support and services.
Could you please provide me your ticket ID?
Thank you for taking the time and please do not hesitate to contact us if you need further details from us.
Have a nice day.0 -
201109051047644 -- This is the 9/5 ticket about the "Reboot Required" updates
201110011010232 -- This is the 10/1 ticket about the Full System Scan message
201009191003938 -- This one i'm not sure about. It followed the 9/28 reply to 201109051047644
I sent this twice now to George R. (I think that's the last initial) in a private message, but after I send the message and get the little gray message sending window there is no record of me sending anything in my sent items. Here ya go though.Hi valeriolucciola and welcome to our forums
We apologize for any negative experience you have encountered with our products or our support. Your feedback is appreciated, and will be directed to the appropriate team for review, to enable us to improve our support and services.
Could you please provide me your ticket ID?
Thank you for taking the time and please do not hesitate to contact us if you need further details from us.
Have a nice day.0 -
Welcome back.
You will be contacted tomorrow by George, my colleague from Customer Service.
Thank you very much for your time.
Have a nice day.0 -
Hello valeriolucciola,
As per our 30day money back guarantee policy, I have refunded your purchase.
Please let us know whenever we can be of further assistance.0
