A couple of years ago, my license key was set to expire on the Kaspersky Labs Internet security that I had purchased when I finally got out from under the Norton intrusive resource hog, that I had always used before. I liked Kaspersky Labs AV, but found the user interface a bit complex for me. So, I did some online research and purchased BitDefender Internet Security.
I couldn't believe how well I liked it and how easy it was to use. I didn't even know it was there, I booted up much faster and felt totally protected. I liked it so much I upgraded to Total Security 2011, and bought two additional keys of Total Security 2011 for my office PC and my laptop. I was directly responsible for at least FOUR other friends purchasing BD TS 2011 and adding it to their machines and networks.
Fast forward to last Sunday 07/22/12. All of a sudden, I noticed when doing a Google search, my search would be re-directed to an indexing page. This would happen about every other search. So, I ran my MalwareBytes in both regular and safe mode and it found nothing. I then initiated a DEEP SYSTEM SCAN with my BD TS 2011. Right near the very end of the scan, I got a Blue Screen and windows crashed and rebooted. I tried a QUICK SCAN as well as a FULL SYSTEM SCAN and the exact same thing happened. Before the virus scan could complete runnung (each time right near the end of the scan), windows would crash and reboot.
I contacted BD and they opened a support ticket: Ticket ID:201207221007545 I was sent an email to download a scan they wanted me to run. The same thing happened.... my system crashed right near the end of the scan. So, I saved the scan file to my desktop and rebooted in safe mode. Fortunately this time, the scan ran to completion and I had the file BD requested. I forwarded it to them almost immediately.
They promise a resolution in 48 hours. Well.... after SEVERAL frustrating phone calls, FOUR DAYS later on Thursday 7/26, I get an email asking for more files. I IMMEDIATELY returned the files they asked for. That was FOUR DAYS AGO. It is now Monday 07/30 and other than those two emails asking for me to run a scan on Sunday 07/22 and the next email Thursday 7/26 asking for some files.... I have yet to hear from BD. Every time I call, I'm told the exact same thing.... "so sorry, I will forward your information and bump you to the highest priority, that's all I can do." When I ask to speak to a supervisor, I'm told "No, a supervisor can't help you either since he isn't in the lab. Don't worry sir, I have a back door channel right into the lab that will put you on the highest priority list." I even gave them every phone number I could be reached on.... nothing.
So here I sit over a WEEK after opening the support ticket.... and other than two single emails requesting information, I've gotten NOTHING, not a SINGLE thing from BD - with either a solution to, or any kind of follow up help with my infected computer. Oh yes.... it's infected. Saturday, after being TOTALLY frustrated from not hearing anything, I took my PC into a private computer repair shop. They checked it out and said it was definitely infected. Their price to clean it? $150.... which I did not do hoping for a resolution from BD. At this point I felt that BD should have protected me and most certainly given me more help once my PC became infected.
Am I wrong for being upset??? 
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Do I even matter to BD? With how I've been treated, my guess is no. 
But I can say if I don't get SOME sort of help from them soon.... VERY soon.... I will be on every single forum, chat page, internet complaint site, software review site and tell the entire internet community the kind of service (ha) that I've recieved from BD. I may not matter much in the grand scheme of things. But I'll make as much noise as I can about the EXTREMELY poor customer service I've received.
