Extremely Poor Customer Service For My Bitdefender Protected Computer That Now Has A Virus/aggressiv
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.
Comments
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Hello
I sincerely apologize for this unpleasant situation.
I think I have a solution for your case.
As the new Bitdefender 2013 product suite was released, we would like to inform you that you benefit from a FREE upgrade to the latest version.
Apart from the fact that the 2013 suite brings lots of new features and improvements, it will most likely solve any issues that you may have encountered with your previous Bitdefender product.
Please check out this announcement:
http://forum.bitdefender.com/index.php?act...f=241&id=42
After you install the new version, if needed, we will continue the conversation on the new area from here:
http://forum.bitdefender.com/index.php?showforum=293
Your cooperation on this matter is greatly appreciated.
Have a great day!0
