Innadequate Support
We have had a 10 license product for a little over a month now. Initially had a few problems one of which concerned autocompleting. It wasn't happening on some sites.
Contacted support, did all that was asked of us, and eventually gave up because we kept on getting back automated responses asking us for information we had already sent. Generally not impressed, annoying problem but not the end of the world.
So why am I posting in the antispam section
Because we had a problem in that spam mail was not being moved automatically to the spam box. The only way to get it there was to click on the 'is spam' button
Whats the point of having a dog if you have to bark yourself ?
Raised a ticket (for reference it is 2014060715150001), sent a log and had a response saying we had another (malware) process running that we should remove and clean and then run repair. Did all that and still the same problem. Notified support of the position and was asked to provide a screen shot of Outlook add ins. Did that and sent it back. 2 days later had an automated response back saying they were still looking into it and would get back as soon as possible.
6 days later still nothing received, so phoned customer support who were apologetic and promised to sort it out.
We sent further emails chasing the issue with no luck until we eventually sent an email asking for our (subtantial ammount of) money back
Then we sere sent an email saying sorry but you are outside of the 30 days (by 5 days). Of course we were because we had been waiting for answers (or any communication) from BD
So here we are in a land of limbo, with a product that doesn't fully do what it says it does, and £240 out of pocket
Not ones to give up, we contacted support by phone on the 26th and were again given profuse apologies and told they had escalated it to the highest level of priority and if we didn't hear anything in 24hrs to contact them again
24hrs later on the 27th phoned again because we had heard nothing. More profuse apologies, more escalating to highest priorty and internal emails sent, and also told that we should have probably left it 48hrs anyway.
So we did just that and made no contact on the 28th and still nothing received.
And here we are on the 29th, nothing received, and when we tried the (24hr) contact phone number it rang and rang until eventually it disconnected automatically.
Impressed - NO
Do we want our money back - YES.
Are we going to get any joy out of BD - UNLIKELY if performance to date is anything to go by
Chances of someone responding to this - probably between None and Zero
Comments
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Hello spet,
We are sorry to see you leaving. Thank you for sharing your experience on the Bitdefender forums.
After checking the above mentioned ticket number, I notice that my colleagues from Commercial Service already processed the refund of your order #26334424 three hours ago. You will find more details in their email.
We apologize for all the hassle you've been through and we hope that you will reconsider Bitdefender products in the future.0 -
In all fairness to BD, we did manage to get hold of customer support by telephone later in the day on the 29/6, and the guy we spoke to was very responsive and proactive.
He looked at what we were saying and consulted the records, and basically agreed with us. He then said customer services would be in contact regarding a refund.
BD were as good as their word, and we received email confirmation on the 30/6 followed by a full refund back in our account on the 1/7.
Faultless performance - eventually.
Thank you BD for resolving the issue, and sorry your product didn't match our expectations this time.
In 12 months time we shall be looking at the market again, as any wise purchaser does, and rest assured we shall give BD equal consideration based upon your resolution to this problem0 -
Thank you very much for taking the time to provide your valuable feedback.
Please do not hesitate to contact us if you have any question about the security of your system.
Have a great day!0
