How slow are Customer Support?

Martyn

Hi All,

Pretty simple scenario - I bought the wrong product last weekend, raised a customer support ticket immediately to request a refund, where I hope to then purchase the correct product afterwards.

This was nearly 4 days ago now, no communication from Bitdefender without chasing. Only response from Bitdefender both via Livechat and email are that the ticket 'is currently being reviewed'.

What are others customer support experiences like? I'm a little amazed at the poor initial responses for such a simple request and can't see anything being processed till next week if not further at this rate.

Thanks in advance. 

Thomas12

4 hours ago, Martyn said:

What are others customer support experiences like?

Utterly useless customer support. 

garioch7

/index.php?/profile/208639-martyn/" data-ipshover-target="https://forum.bitdefender.com/index.php?/profile/208639-martyn/&do=hovercard" data-mentionid="208639" rel="">@Martyn

I have been reasonably satisfied with Bitdefender Customer Support.  It can take a few days to get a response, but I bear in mind that Bitdefender has millions of customers, literally, both for their own branded products, and for other branded products that are using the Bitdefender anti-virus scanning engine, regarded as the best in the industry.

I have been using Bitdefender now for about five or six years.  I am not in any way affiliated with Bitdefender and I do not receive any special discounts or free software.

I am just a Bitdefender customer, like you.  Some people expect "instant service", which, in my personal opinion, is unrealistic.  We all get frustrated when our computer is not working as we would like, but patience, and promptly supplying any logs or other information requested by Bitdefender, results in a much better experience for both parties.

Just my opinion and my experience.  Have a great day.

Regards,

-Phil

SolasArd

I had an issue on one of my PCs about a week ago, first I sent a request via the built-in BitDefender tool, 2 days - nothing, then on April 4 I opened a ticket, still no reply. I had to uninstall BitDefender to be able to continue using my PC, this is just not working for me. I've worked in tech support myself and can understand a 2-3 days delay, but not 8 days, not even a request for more information from their support team, leaving customers abandoned is not a great way to keep the users.

Sorin G.

Hello,

 

/index.php?/profile/208639-martyn/&do=hovercard" data-mentionid="208639" href="<___base_url___>/index.php?/profile/208639-martyn/" id="ips_uid_877_6" style="" rel="">@Martyn We apologize for the delay in answering. I see that my colleagues from the Commercial Department answered.

/index.php?/profile/208646-solasard/&do=hovercard" data-mentionid="208646" href="<___base_url___>/index.php?/profile/208646-solasard/" style="" rel="">@SolasArd Please provide me with the ticket number or email address used in order to contact our support team, I searched using your forum email address and there are no recent tickets opened. Last ticket opened on that email is from 1 year ago.

 

Thomas12

Criticism is not allowed as my message has been removed. How rude.

But that says enough. 

Sorin G.

Hello,

 

/index.php?/profile/194945-thomas12/&do=hovercard" data-mentionid="194945" href="<___base_url___>/index.php?/profile/194945-thomas12/" style="" rel="">@Thomas12 Constructive criticism and feedback have always been respected and well received. We are always looking for ways to improve.

What you posted is a direct rude attack to the the Bitdefender team. Lets keep the forum civil as it is a public place.

Please take the time to read the forum rules.

Thomas12

Just now, Sorin G. said:

What you posted is a direct rude attack to the the Bitdefender team. Lets keep the forum civil as it is a public place.

 

What I posted was the truth. Not one rude word was included.

Besides that, you or somebody else also removed all the post from people that reported the multiple crashes with Bitdefender a while back.

Never received  any word form either you or anyone from Bitdefender about what was going on, while peoples PC's got unusable. 

All the post/messages just got deleted. Now that is rude.

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