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

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.

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!

@ 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!

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.