Refund Being Made Impossible By Bitdefender

Hello,

I purchased Bit Defender Internet Security for my Windows 7 computer on 7/29/13. After using it for a couple of weeks I found its antivirus capabilities to be only "okay," the firewall to be a huge headache and the new UI to be ugly and clunky. I expect much more from a $50 price tag to protect one computer. Because I am still well within my 30 day satisfaction/ money back guarantee, for the last week I've been lodging email tickets asking to start the refund process. There have been 4 such tickets so far, all of which have been ignored by support.

That's really bad customer service. Like, really bad. Ultimately I now feel like Bitdefender is just trying to stall out what's left of my guarantee so they can essentially steal my money.

If my refund process isn't started within the next 3-4 days, I will have no choice but to dispute the charge on my credit card and lodge a complaint about this issue to the BBB. This isn't honest or ethical business behavior.

Thank you for your attention to this issue,

Andre

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Georgia

Hello Andre,

Thank you for your feedback.

I have checked the email address used for this forum account and I couldn't find a ticket in the system. Please post back one of your 4 ticket ID's so I can help you in regards to your refund request.

Thank you, looking forward to hearing from you!

kimozabi

Hello,

I purchased Bit Defender Internet Security for my Windows 7 computer on 7/29/13. After using it for a couple of weeks I found its antivirus capabilities to be only "okay," the firewall to be a huge headache and the new UI to be ugly and clunky. I expect much more from a $50 price tag to protect one computer. Because I am still well within my 30 day satisfaction/ money back guarantee, for the last week I've been lodging email tickets asking to start the refund process. There have been 4 such tickets so far, all of which have been ignored by support.

That's really bad customer service. Like, really bad. Ultimately I now feel like Bitdefender is just trying to stall out what's left of my guarantee so they can essentially steal my money.

If my refund process isn't started within the next 3-4 days, I will have no choice but to dispute the charge on my credit card and lodge a complaint about this issue to the BBB. This isn't honest or ethical business behavior.

Thank you for your attention to this issue,

Andre

I don't know what you have found out, but on their own support site, it reads clearly:

"If you are not completely satisfied with your purchase, you have 30 days from the date of purchase (not install) to request a refund by using this Contact form."

This means that even though support is slow, so long as you have requested your refund within 30 days, you are eligible for it.

It simply cannot be legal for a company to claim they offer a time-limited refund and then deny it to you because they themselves handled it too slow for the time limit.

Georgia

@ kimozabi:

Please read our response in your original thread, here:

http://forum.bitdefender.com/index.php?showtopic=47960

AndreBee

Hello Andre,

Thank you for your feedback.

I have checked the email address used for this forum account and I couldn't find a ticket in the system. Please post back one of your 4 ticket ID's so I can help you in regards to your refund request.

Thank you, looking forward to hearing from you!

Hi Georgia,

Thank you for your reply.

I have yet to receive a confirmation email or ticket number of any sort from you guys. To make sure it wasn't an oversight on my part, I just opened a 5th ticket. After submitting it, all it said was "Thank you for opening a ticket with Bitdefender customer care." See attached picture- that's the only type of acknowledgement I've gotten regarding any of the tickets. I also attached screenshots of the 4th ticket, which I screen captured before sending. Please note the date bottom right corner: 8/15.

Please let me know how we should proceed. I'm willing to open a 6th (...lol) ticket through you if that would help. I would really like to resolve this.

Thanks again,

Andre

Georgia

Thank you for coming back with these details, Andre.

Two e-mail ticket ID's were recently generated by you: Ticket ID: 201308241003206 & 201308241003149. I see one of our customer representatives already replied to your ticket ticket ID: 201308241003206 on 08/25/2013.

If you still want to receive the refund for the order #18705727 please respond to us via ticket ID 201308241003206 and let us know. Otherwise, post back as I can help you too.

Looking forward to hearing from you!

ingmstaicu

DEAR SIRS,

I REALLY DIDN'T EXPECT SUCH KIND OF CUSTOMER ASSISTANCE! ITS A SHAME, A REALLY SHAME, THAT SOMEONE HAVE TO INVENT HOW TO STOLE OUR MONEY, WITH TICKETS AFTER TICKETS, WITH REPETITIVE SOLUTIONS, WITHOUT FINDING THE RIGHT ONE!

I BOUGHT FOR MY TECHNICAL STUDIO 6 LICENCES, ONLY BECAUSE I WAS SO STUPID TO TAKE A LOOK ABOUT THE AWARD PRIZES THAT THIS COMPANY HAS WON TILL 2012! I THOUGHT THAT THEY WERE PERFECTS, BUT THE SURPRISES BEGUN TO ARRIVE IN HE NEXT MOMENT OF THE FIRST INSTALLATION: A MESSAGE LIKE "YOU HAVE TO UNINSTALL MANUALLY PANDA ANTIVIRUS" - BUT..... WE DIDN'T USE ANYMORE PANDA ANTIVIRUS FROM 2004, WE SUBSTITUTED IT WITH NORTON INTERNET SECURITY AND AFTER THAN WITH AVAST INTERNET SECURITY WITHOUT ANY KIND OF PROBLEMS!!!! SO, THE INSTALLATION FAILED. OPENED TICKETS, CALLS A LOT OF TIMES TO THE ASSISTANCE SERVICE....SOLUTIONS AFTER SOLUTIONS, NOTHING TO DO, I INSTALLED THE FREE BITDEFENDER, WHEN I TRIED AGAIN TO INSERT THE LICENCE NUMBER, IT BEGUN AGAIN THE PANDA NUMBER... AND ALL OF THIS IN MY WORK TIME!!!!!!!!!. ON ANOTHER COMPUTER, GOOGLE CHROME CRASHES A LOT OF TIMES IN AN HOUR! NOTHING TO DO! AGAIN OPENED TICKETS, AGAIN CALLS, AGAIN LOST HOURS FROM MY WORK! AND ALL THEIR MAILS CLOSE WITH "WE WISH YOU A WONDERFUL DAY"... IT SEEMS TO BE A BAD JOKE, DEAR SIRS FROM BITDEFENDER! WHEN I ASKED BACK MY MONEY, THEY ANSWERED ME SAYING THAT IT WILL BE A REFUND ONLY IF THE TECHNICIANS FROM BITDEFENDER WILL NOT FIND A SOLUTION, EVEN IF ON THE SITE IS WRITTEN VERY CLEAR THAT "DIGITAL RIVER" WHO RECEIVE THE PAYMENTS FOR THEM GIVES 30 DAY FOR GUARANTEE, AND THAT WE CAN ASK BACK FOR OUR MONEY WITHOUT JUSTIFYING OUR DECISION!

WITH THEM, TILL NOW, WE OPENED 3*2 =6 TICKET AND TILL NOW I DIDN'T HAVE A DEFINITIVE SOLUTION, BECAUSE MY PROBLEMS ARE THE SAME, THE DAYS PASS AND I STILL HAVE THE SAME PROBLEMS. THE CUSTOMER ASSISTANCE OFFERED ME THREE MONTHS MORE AFTER ONE YEAR LICENSE! BUT WHAT CAN I DO WITH THIS 3 MONTH IF THE SOFTWARE DOESN'T GO WELL OR I CAN'T INSTALL IT? I WROTE TO BITDEFENDER IN MY LAST MAIL THAT IF I'LL WILL NOT HAVE MY MONEY BACK, I'LL SEND ALL TO MY LAWYER AND TO THE CUSTOMER DEFENSE SOCIETY, TO RESOLVE THE SITUATION. ITS NOT ADMITTED TO STOLE IN THIS WAY OUR MONEY, WITH A SOFTWARE WHICH CREATES ONLY PROBLEMS, NOT SOLVE THEM! I SHOULD LIKE TO KNOW WHAT MR. COSOI, THE PRESIDENT FROM BUCHAREST OF BITDEFENDER THINKS ABOUT THIS WAY OF SELLING HIS PRODUCTS. AS I NOTICED THERE ARE MANY OTHERS WHO ARE IN THE SAME SITUATION LIKE ME, SO I ASK MYSELF IF ITS NOT THE CASE TO CONTACT THE INTERNATIONAL ORDER POSTAL SERVICE - FOR THE BEGINNING! TO BLOCK ONLINE SELLINGS TILL BITDEFENDER WILL RESPECT THE INTERNATIONAL GUARANTEE SOFTWARE!

Sheppy

DEAR SIRS,

I REALLY DIDN'T EXPECT SUCH KIND OF CUSTOMER ASSISTANCE! ITS A SHAME, A REALLY SHAME, THAT SOMEONE HAVE TO INVENT HOW TO STOLE OUR MONEY, WITH TICKETS AFTER TICKETS, WITH REPETITIVE SOLUTIONS, WITHOUT FINDING THE RIGHT ONE!

I BOUGHT FOR MY TECHNICAL STUDIO 6 LICENCES, ONLY BECAUSE I WAS SO STUPID TO TAKE A LOOK ABOUT THE AWARD PRIZES THAT THIS COMPANY HAS WON TILL 2012! I THOUGHT THAT THEY WERE PERFECTS, BUT THE SURPRISES BEGUN TO ARRIVE IN HE NEXT MOMENT OF THE FIRST INSTALLATION: A MESSAGE LIKE "YOU HAVE TO UNINSTALL MANUALLY PANDA ANTIVIRUS" - BUT..... WE DIDN'T USE ANYMORE PANDA ANTIVIRUS FROM 2004, WE SUBSTITUTED IT WITH NORTON INTERNET SECURITY AND AFTER THAN WITH AVAST INTERNET SECURITY WITHOUT ANY KIND OF PROBLEMS!!!! SO, THE INSTALLATION FAILED. OPENED TICKETS, CALLS A LOT OF TIMES TO THE ASSISTANCE SERVICE....SOLUTIONS AFTER SOLUTIONS, NOTHING TO DO, I INSTALLED THE FREE BITDEFENDER, WHEN I TRIED AGAIN TO INSERT THE LICENCE NUMBER, IT BEGUN AGAIN THE PANDA NUMBER... AND ALL OF THIS IN MY WORK TIME!!!!!!!!!. ON ANOTHER COMPUTER, GOOGLE CHROME CRASHES A LOT OF TIMES IN AN HOUR! NOTHING TO DO! AGAIN OPENED TICKETS, AGAIN CALLS, AGAIN LOST HOURS FROM MY WORK! AND ALL THEIR MAILS CLOSE WITH "WE WISH YOU A WONDERFUL DAY"... IT SEEMS TO BE A BAD JOKE, DEAR SIRS FROM BITDEFENDER! WHEN I ASKED BACK MY MONEY, THEY ANSWERED ME SAYING THAT IT WILL BE A REFUND ONLY IF THE TECHNICIANS FROM BITDEFENDER WILL NOT FIND A SOLUTION, EVEN IF ON THE SITE IS WRITTEN VERY CLEAR THAT "DIGITAL RIVER" WHO RECEIVE THE PAYMENTS FOR THEM GIVES 30 DAY FOR GUARANTEE, AND THAT WE CAN ASK BACK FOR OUR MONEY WITHOUT JUSTIFYING OUR DECISION!

WITH THEM, TILL NOW, WE OPENED 3*2 =6 TICKET AND TILL NOW I DIDN'T HAVE A DEFINITIVE SOLUTION, BECAUSE MY PROBLEMS ARE THE SAME, THE DAYS PASS AND I STILL HAVE THE SAME PROBLEMS. THE CUSTOMER ASSISTANCE OFFERED ME THREE MONTHS MORE AFTER ONE YEAR LICENSE! BUT WHAT CAN I DO WITH THIS 3 MONTH IF THE SOFTWARE DOESN'T GO WELL OR I CAN'T INSTALL IT? I WROTE TO BITDEFENDER IN MY LAST MAIL THAT IF I'LL WILL NOT HAVE MY MONEY BACK, I'LL SEND ALL TO MY LAWYER AND TO THE CUSTOMER DEFENSE SOCIETY, TO RESOLVE THE SITUATION. ITS NOT ADMITTED TO STOLE IN THIS WAY OUR MONEY, WITH A SOFTWARE WHICH CREATES ONLY PROBLEMS, NOT SOLVE THEM! I SHOULD LIKE TO KNOW WHAT MR. COSOI, THE PRESIDENT FROM BUCHAREST OF BITDEFENDER THINKS ABOUT THIS WAY OF SELLING HIS PRODUCTS. AS I NOTICED THERE ARE MANY OTHERS WHO ARE IN THE SAME SITUATION LIKE ME, SO I ASK MYSELF IF ITS NOT THE CASE TO CONTACT THE INTERNATIONAL ORDER POSTAL SERVICE - FOR THE BEGINNING! TO BLOCK ONLINE SELLINGS TILL BITDEFENDER WILL RESPECT THE INTERNATIONAL GUARANTEE SOFTWARE!

I wish I would have read this Forum/Thread before buying Bitdefender. <img class= " />

although it is only few days since I downloaded Bitdefender

Total Security 2013 (for 3PC!!!) I am already lose my patience-

Needless to say that my PC doesn't work any more (slow- block etc)

I just sent an Email saying that if by Monday morning at 10:00am a solution is not found I will remove

Bitdefender from my PC and pretend my money back...

my PC is too important (work on it - trading) to argue with them...... (the Lawyer can do that)

Georgia

@ ingmstaicu

Thank you for providing your feedback.

I found your ticket ID 20131005132001, however the e-mail correspondence is in Italian and I do not fully understand this language.

You have our entire attention and we will do our best to solve this in a professional way, even by refund, if there are on-going issues that our technicians could not solve. Please reply to this post and let me know if the issue was addressed in your favor or not.

@ Sheppy

A system slowdown occurs when Bitdefender is installed over another security suite or if the system requirements for running Bitdefender are not met.

There are 2 ticket ID's created in the system for you (in Italian) and both are marked as solved. If you have any other questions or if you still require our assistance please don't hesitate to post back and we will gladly assist you.

Thank you both for your time and valuable feedback!

NeverAgain

@ ingmstaicu

Thank you for providing your feedback.

I found your ticket ID 20131005132001, however the e-mail correspondence is in Italian and I do not fully understand this language.

You have our entire attention and we will do our best to solve this in a professional way, even by refund, if there are on-going issues that our technicians could not solve. Please reply to this post and let me know if the issue was addressed in your favor or not.

@ Sheppy

A system slowdown occurs when Bitdefender is installed over another security suite or if the system requirements for running Bitdefender are not met.

There are 2 ticket ID's created in the system for you (in Italian) and both are marked as solved. If you have any other questions or if you still require our assistance please don't hesitate to post back and we will gladly assist you.

Thank you both for your time and valuable feedback!

I've been trying to get my refund since Bitdefender took money from my account without authorization. So Georgia, you want to look up my ticket? I'm frustrated as ######, I go round and round with emails, I've opened ticket after ticket asking for my money. I get replies but nothing goes anywhere. Ticket ID:201310221025043

What does a person have to do to get their refund? You have a system that you request it, but then you just ignore everyone's request? What kind of company is this? I'm sick and tired of the back and forth I want my money back!!!

magproperties

Hello,

I purchased Bit Defender Internet Security for my Windows 7 computer on 7/29/13. After using it for a couple of weeks I found its antivirus capabilities to be only "okay," the firewall to be a huge headache and the new UI to be ugly and clunky. I expect much more from a $50 price tag to protect one computer. Because I am still well within my 30 day satisfaction/ money back guarantee, for the last week I've been lodging email tickets asking to start the refund process. There have been 4 such tickets so far, all of which have been ignored by support.

That's really bad customer service. Like, really bad. Ultimately I now feel like Bitdefender is just trying to stall out what's left of my guarantee so they can essentially steal my money.

If my refund process isn't started within the next 3-4 days, I will have no choice but to dispute the charge on my credit card and lodge a complaint about this issue to the BBB. This isn't honest or ethical business behavior.

Thank you for your attention to this issue,

Andre

I know exactly what you are saying. That is exactly what they are doing to me. I've only had totoal security for 14 days so as soon as I get my credit card statement I am going to dispute it right away.

magproperties

I purchase and installed bitdefener total security 14 days ago and have been discusted with this program, website and their suppoert ever since. As soon as I get my credit card statement I will immediately dispute this charge. I've requested a refund many times and all I get is the run a round. This company is a jokje,and a ripoff. Ipersonally feel bitdefender is nothind more that a bunch of crooks.