Support? Anybody Home?

wkwood

Hi, I've submitted a few (>8) tickets over the past week and other than the standard reply I haven't had any follow up with the support team.

I've had a few tickets opened up for the Android software as well as for the PC based products as well and was wondering when they'd get addressed by the support team?

Thanks.

columbo

Hi Will, have you tried phone support? http://www.bitdefender.com/support/consumer-phone.html

Charyb

I had great luck getting hold of phone support. I think I waited less than 5 minutes before being helped.

Will, I have had two tickets that I submitted probably over a month ago and have never heard back. I think the best place to check is the forum and then phone support.

columbo

I've had good success with phone support too.

wkwood

I've had good success with phone support too.

Yes I have tried that, however the normal process of submitting problems doesn't seem to be working well at all, at least from a follow-up perspective. Some of these issues are also level 2 and above. One for example, with the Android Parental Control and excessive battery usage, like over 25% of power usage is in Parental Control. I figured out a work around but not without losing some of the functionality. It would be nice to get some feedback from support to say "We're working on the issue" or "We haven't forgotten about the issue you submitted but we're backed up with a lot of other issues." But.. Nothing.. No word.. zip..

SO I'll patiently wait..

columbo

You really have tried everything Will, and still patiently hanging in there. I was thinking about that last night, as far as wondering what degree or level of issues phone support could handle, as mine were pretty easy compared to what you're dealing with. Thanks for your follow up thoughts.

JAGUARS

yeah, at home, not at work.

wkwood

You really have tried everything Will, and still patiently hanging in there. I was thinking about that last night, as far as wondering what degree or level of issues phone support could handle, as mine were pretty easy compared to what you're dealing with. Thanks for your follow up thoughts.

Well I have to think a lot of this is tied with the flood of new features being released. Most of the developers must be wrapped up in bug fix rather than immediate support issues. But I still have received no replies to any tickets I've opened last week. Going on a week for some of them.

Charyb

I am anxiously awaiting this new build. -> http://forum.bitdefender.com/index.php?sho...mp;#entry156894

columbo

Me too....at least Will, you're understanding that they are working behind the scenes with fixes and improvements, yet I do commiserate with your situation.

JAGUARS

Me too....at least Will, you're understanding that they are working behind the scenes with fixes and improvements, yet I do commiserate with your situation.

It seems that they are too much behind the scenes, that they are taking extra long time to come in to front and fix the problems in a very very sluggish way.

With respect, your sympathies does not solve the bugs in Bitdefender.

rootkit

Hello

A product update was released. Your build should be 16.20.0.1483(please right click on Bitdefender icon from system tray-near the clock-and choose "About". You should see in the left side the build number).

In order for the product update to be installed, you need to reboot your machine(you should see in the Events -> "Reboot required" under the Update module).

Changelog:

http://forum.bitdefender.com/index.php?sho...mp;#entry157184

http://forum.bitdefender.com/index.php?showtopic=35499

Let me know if the situation is solved.

Have a nice day.