No Ticket Number
For some eight years I have used Vipre antivirus but thought, given recent industry test results that I would try Bitdefender.
I have tried Bitdefender in the past, most recently in 2011 but have never felt confident about changing from Vipre. However, on 4 March this year I adopted Bitdefender as my household's primary antivirus.
I have had a few queries and so have addressed these queries to your Support desk.
A major problem with submitting support requests is that no Ticket number is given at the time of submission. Then, when the Bitdefender Support desk contacts the user the Bitdefender Support desk quote a Ticket number with no indication of what that Ticket refers to. This is a basic process problem that should never have arisen. Support systems are available world-wide that provide a Ticket number on request submission and it makes one wonder what made Bitdefender take this abnormal approach.
Of more concern is the fact that the Bitdefender Support desk take anywhere from 3 to 6 days to provide an initial basic response. I describe it as a basic response because of the first two request made I had the following experience:
1. An uninstall of Bitdefender 2011 had left behind some 30+ Windows Registry fragments. These had conflicted with the install of Bitdefender Total Security 2013 and produced a registration number fault. I initially lodged a Support request regarding the registration number error message I was getting but after waiting 4 or 5 days for a response from the Support desk I went into the problem on my own and it was then that I uncovered the Windows Registry corruption left over from Bitdefender 2011.
The response I finally got from the Support desk was to Uninstall and then Reinstall Bitdefender 2013 - a process that would not have resolved anything. This was despite the local Bitdefender taking a laboured and (presumably) detailed log of the problem system and sending it to Bitdefender at the time of Support request submission. What value was all of that?
2. I then had a query about "Safepay". On the online help documentation Bitdefender says that following installation, a separate Safepay icon is intalled and that when a user wishes to use Safepay then they should click on that icon.
However, following installation of Bitdefender 2013 on 2 PCs and 1 Laptop, nowhere could I find a Safepay icon. I submitted a request to Bitdefender Support, refering to the online help text and to the absence of a Safepay icon. Once again, no Support Ticket. Also once again emails from Bitdefender showing that they had not even bothered reading the support submission. And once again Support giving the standard response of Unistalling and then Reinstalling Bitdefender. The problem is that the Bitdefender online help documentation is erroneous - as I have discovered in the meantime.
My most recent support request, regarding a query relating to a virus scan, 2 days ago, still has not been acknowledged let alone attended to.
I spent 30 plus years in the computer industry and have seen much, but the performance of Bitdefender Support ranks up there with the absolutely worst I have ever experienced - I will probably take my household back to Vipre and recount my abysmal experiences with Bitdefender to all my friends.
