Bitdefender Has Gone Bankrupt And Closed Down

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Thanks bitdefender for not respond to my requests for help through customer support ... Thank you for abandoning your clients and not help them.


Greetings


HAS <img class=" />


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"customer support" is a disgrace ...


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I lodged a request for help on the 24th ... today is the 28th and I still have not had a reply ... not even an acknowledgement of my request for help re a security issue (see my posts under ... MISCELLANEOUS)

Comments

  • That can be the only rational explanation as to why, after lodging a customer support help on the 24th, and it is now the 29th, (5 days), that I have still not received an answer, or even an acknowledgement, of my security problem


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  • Rohugh
    Options

    Hiya,


    Hope you are wrong about the bankruptcy. :)


    Perhaps sending in another email as it could have got lost in the system somewhere, or even trying chat -


    Phone: http://www.bitdefender.com/support/consumer-phone.html


    Chat: http://www.bitdefender.com/support/chat-support.html


    Email: http://www.bitdefender.com/support/contact-us.html


    They are usually prompt with at least acknowledging the contact.

  • antikythera
    edited April 2014
    Options

    it can take at least 7 working days sometimes to get a response. sometimes you don't get a ticket number but that doesn't mean there isn't one on their system.


    most the time when they eventually reply the matter is resolved fairly swiftly.

  • Georgia
    Georgia ✭✭✭
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    @ aussiejohnno


    Welcome to the Bitdefender forums.


    Please post your ticket ID received upon contacting Bitdefender technical support to do a follow-up on your case.


    Thank you.

  • So why did you delete my Post ?


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    I have still NOT RECEIVED A REPLY from customer support


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    My report was lodged on the 24th .... it is now the 30th


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    no customer support response AT ALL


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    Yet there must be someone home because you deleted my post


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    Can you give any explanation why. after 5 days, I have still not heard back from customer joke ?

  • Mr Guru Poster from Technical Support can you explain why I have had NO RESPONSE to two (2) tickets that I have lodged,


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    AFTER 5 DAYS ...


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    My first ticket was lodged, according to the file on my desktop ... 24th .... the second ticket ... 25th .... it is now the 30th


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    Of course there must be a reason why I am being completely ignored


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    So I would like to know what the reason is

  • antikythera
    Options

    Hello, Georgia has been kind enough to respond to your numerous cross thread posts on here and asked for your ticket information so that she can chase them up:


    http://forum.bitdefender.com/index.php?sho...st&p=214296


    If you want this dealt with sooner rather than later, please reply with the requested information to her post in that thread.


  • @ aussiejohnno


    Welcome to the Bitdefender forums.


    Please post your ticket ID received upon contacting Bitdefender technical support to do a follow-up on your case.


    Thank you.


    .


    Ticket number ? ... what ticket number ? ...


    .


    If you have read my posts (and yes, I have had to cross post to get a response, shame I had to do that) ... and I have been cross posting for SIX (6) DAYS ... that's how long it has taken to get ANY response (from either Bitdefender or another poster) ... SIX (6) days


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    BUT ... I still have not had a response, any response, from Bitdefender ....


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    NO ticket number(s)


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    Sad that the response is only on the forums ... not from Bitdefender support


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    Someone has said that it can take up to seven days for a response ... if that is the case bitdefender should be ashamed of themselves ...


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    They like to say they are the leading company ... yet they can take seven days to respond ... disgraceful ! (how long does it take for a second rate company take to respond ?) ... I will find out when bitdefender eventually responds

  • .


    Ticket number ? ... what ticket number ? ...


    .


    If you have read my posts (and yes, I have had to cross post to get a response, shame I had to do that) ... and I have been cross posting for SIX (6) DAYS ... that's how long it has taken to get ANY response (from either Bitdefender or another poster) ... SIX (6) days


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    BUT ... I still have not had a response, any response, from Bitdefender ....


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    NO ticket number(s)


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    Sad that the response is only on the forums ... not from Bitdefender support


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    Someone has said that it can take up to seven days for a response ... if that is the case bitdefender should be ashamed of themselves ...


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    They like to say they are the leading company ... yet they can take seven days to respond ... disgraceful ! (how long does it take for a second rate company take to respond ?) ... I will find out when bitdefender eventually responds


    ,


    .


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    Another day .......... and guess what ?


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    STILL no response from bitdefender


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    It is now SEVEN (7) days since I lodged my first ticket … (two days later a second ticket, asking did you get my initial cry for help with a security problem)


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    And now 7 days later still no response from bitdefender


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    PC Antivirus Reviews (Antivirus testing and comparison since 2006) states:


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    That's why VIPRE Antivirus 2014 wins our Editor's Choice Award for the fourth year in a row


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    bitdefender ran second, dragged down by their customer support which only rated … good


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    Even Avira who was third, had a customer support rating of … excellent


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    There is an old adage in business:


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    Look after your customer, and they might tell someone else


    .


    Upset your customer, and they will tell Everyone else


    .


    I am starting my adding my review to PC Antivirus Review


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    Seven days and bitdefender customer support have still not responded, not even a ticket number …. Simply a disgrace !

  • Charyb
    Charyb ✭✭✭
    edited April 2014
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    Hi aussiejohnno,


    How did you try to contact Bitdefender Support? Through the GUI, Bitdefender's Website, email, etc.?

  • Hi aussiejohnno,


    How did you try to contact Bitdefender Support? Through the GUI, Bitdefender's Website, email, etc.?


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    Thank you for your reply


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    I have bitdefender Total Security 2013


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    When I open this, in the bottom right hand corner is …


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    Help and Support


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    Contact Support


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    Welcome to … Support Tool


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    Followed the process … agreeing to Terms and condition etc


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    Showing/reproducing the problem


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    And then ended up with a file on my desktop


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    Then ….. NOTHING


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    As this was a security issue … (my password was being SHOWN in safepay) … and after getting no response from customer support within 24 hours, which I feel is a reasonable time for a security issue,


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    I followed the same process again


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    I now have TWO files on my desktop … yet still NOTHING from customer support


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    Now after 7 days, still NO RESPONSE !!!!!!


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    Some answers on the forums, but I have paid my money, I expect an answer from the company … bitdefender … (purposely spelt with a little “b” as I have no respect left for the company)


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    Unfortunately bitdefender has become a joke … they have gone from being No 1 to “let’s look at not renewing this service when it expires” and telling everyone why


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    And it appears it is not just me, I was shocked when I saw the number of other complaints when I signed onto the forums


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    When I first subscribed, over 4 years ago, they were rated very very highly ... not now … something has changed within this company, and the way it appears to be going, if I was a shareholder, I would be very very concerned

  • Charyb
    Charyb ✭✭✭
    edited April 2014
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    Try opening an email ticket here -> http://www.bitdefender.com/support/contact-us.html


    Maybe the method you used is broken. I will test it to see if I get the same results as you.

  • antikythera
    Options
    Try opening an email ticket here -> http://www.bitdefender.com/support/contact-us.html


    Maybe the method you used is broken. I will test it to see if I get the same results as you.


    yes Charyb that web page form works, I used it myself today and got email confirmation with ticket number.

  • Charyb
    Charyb ✭✭✭
    edited April 2014
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    I just submitted a support package and my firewall notified me of an outbound connection for supporttool.exe


    at C:\program files\bitdefender\bitdefender\supporttool.exe.


    I will reply here when/if I receive a response.

  • Charyb
    Charyb ✭✭✭
    edited April 2014
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    The link below is what I could find in the online help file. Nowhere does it state that it automatically sends the support package. The very last line says, "A file will be created on your desktop (BDSP_*); send it to us in reply to this email."


    This sounds like a user is to create support package at the request of Bitdefender tech support and then send it in a reply to an email.


    Unfortunately, the two support packages may have gone no further than your desktop.


    This really does need clarification.


    http://www.bitdefender.com/support/how-to-...t-log-1168.html

  • AdrianHa
    Options

    It sounds like the system has not been completed , or failed, and the ticket has never been sent to support.


    That is why there is no response, basically nothing has gone to them.


    Georgia is asking for the ticket number which is sent to you within minutes of the support request going through.


    The system asks you to complete a form and generate a package, which if done correctly automatically uploads the support request to Bitdefender.


    If the form is not completed correctly or maybe the wrong email address is used , things will go wrong.


    I have used the system a couple of times, and , within seconds finishing the support request I got an email with ticket number and a message.


    There was a delay of several days, but the issues were dealt with.


    The instructions are shown in the .pdf User Guide , I attached 2 images.

  • It sounds like the system has not been completed , or failed, and the ticket has never been sent to support.


    That is why there is no response, basically nothing has gone to them.


    Georgia is asking for the ticket number which is sent to you within minutes of the support request going through.


    The system asks you to complete a form and generate a package, which if done correctly automatically uploads the support request to Bitdefender.


    If the form is not completed correctly or maybe the wrong email address is used , things will go wrong.


    I have used the system a couple of times, and , within seconds finishing the support request I got an email with ticket number and a message.


    There was a delay of several days, but the issues were dealt with.


    The instructions are shown in the .pdf User Guide , I attached 2 images.


    .


    .


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    If the problem was as simple as that, would not the Guru (self proclaimed) from the Technical Dept advised that ?


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    .


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    It is now day EIGHT (8) … but who is counting ?


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    Just an update … I have a security problem


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    I have been using SAFEPAY for over two years, but when I went to use it recently, it opened as normal, but when I went to type in my password, using the virtual keyboard,


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    YOU COULD SEE WHAT I TYPED …. Not the black dots, but the actual letters of my password !!!


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    So naturally I asked for assistance from “customer support” through the bitdefender interface on my computer (twice over two days)


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    So I have two files on my desktop


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    That was EIGHT (8) days ago … I have received NO COMMUNICATION from bitdefender in that time


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    Speaking to several people in the computer industry, they feel it is because the customer support people do not know the answer and are sticking their heads in the sand


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    Others, are of the opinion that it could be to do with the Heart Bleed Bug and that bitdefender has been compromised !


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    As I work for a large organisation and this is a security issue, I was given permission to do a “cover all” email to all employees to be warned when using bitdefender


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    I have also notified my bank (the 2nd largest in Australia) re the problem, as they were actually promoting bitdefender, and in conjunction with them, were giving free downloads of bitdefender ( a lesser version of Total Security I have) but a recommendation anyway


    .


    But as I have said, the Bank’s Security Dept have now been notified of this breach in Safe Pay, and the complete lack of customer support from bitdefender


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    So I suggest they will most probably require an answer also


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    There is an old adage in business:


    .


    Look after your customer, and they might tell someone else


    .


    Upset your customer, and they will tell Everyone else

  • AdrianHa
    Options
    .


    .


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    If the problem was as simple as that, would not the Guru (self proclaimed) from the Technical Dept advised that ?


    .


    .


    .


    It is now day EIGHT (8) … but who is counting ?


    .


    Just an update … I have a security problem


    .


    I have been using SAFEPAY for over two years, but when I went to use it recently, it opened as normal, but when I went to type in my password, using the virtual keyboard,


    .


    YOU COULD SEE WHAT I TYPED …. Not the black dots, but the actual letters of my password !!!


    .


    So naturally I asked for assistance from “customer support” through the bitdefender interface on my computer (twice over two days)


    .


    So I have two files on my desktop


    .


    That was EIGHT (8) days ago … I have received NO COMMUNICATION from bitdefender in that time


    .


    Speaking to several people in the computer industry, they feel it is because the customer support people do not know the answer and are sticking their heads in the sand


    .


    Others, are of the opinion that it could be to do with the Heart Bleed Bug and that bitdefender has been compromised !


    .


    As I work for a large organisation and this is a security issue, I was given permission to do a “cover all” email to all employees to be warned when using bitdefender


    .


    I have also notified my bank (the 2nd largest in Australia) re the problem, as they were actually promoting bitdefender, and in conjunction with them, were giving free downloads of bitdefender ( a lesser version of Total Security I have) but a recommendation anyway


    .


    But as I have said, the Bank’s Security Dept have now been notified of this breach in Safe Pay, and the complete lack of customer support from bitdefender


    .


    So I suggest they will most probably require an answer also


    .


    There is an old adage in business:


    .


    Look after your customer, and they might tell someone else


    .


    Upset your customer, and they will tell Everyone else


    Sorry John but all that is rubbish.


    Heartbleed is nothing whatever to do with this.


    What Self Proclaimed Guru? On the one hand you insist Bitdefender have ignored you, on the other you now say they have talked to you, it cannot be both.


    IF you have correctly created a support package , it is sent to Bitdefender, you immediately recieve an email,that gives you the ticket number, and the details of who is dealing with your case.


    Did you use the correct email, have you looked in your spam box?


    You have been asked many times to provide those details.


    Instead of helping yourself by giving coherent facts, you rant in multiple threads.


    If you want help then please, stick to one thread, give the required information and lets leave the nonsense and conspiracy theories behind.


    Your problem is either a virus/infected system or a corrupt install of Bitdefender.


    You were asked to try a repair ......... did you do that?


    As to sending warnings to other people, have you considered that you are likely just spreading more FUD?


    How many people do you see here reporting the same issue? Yes, NONE.


    I have BD on systems here, I have installed on many other peoples machines, the "problem" is simply not there.


    The very fact that you don't know how to repair your install clearly demonstrated that you have no idea how to use Bitdefender, and have never read the help files which are supplied.


    Other users here have tried to help you , I gave you the link for the complete user manual.


    Georgia from Bitdefender Support has tried to help you , you simply chose to ignore her then continue to proclaim to the world that Bitdefender have done nothing.


    All we get is endless rants and nonsense with no factual basis whatever.


    Much of the problem lies with you and the way you have conducted yourself John.


    Repair your installation, failing that make a fresh install and try again.

  • antikythera
    Options

    Also, 'Guru Poster' is a forum post level automatically assigned once a forum user reaches X amount of posts. Not something entered specifically by Georgia.

  • Georgia
    Georgia ✭✭✭
    Options
    I have bitdefender Total Security 2013


    Thank you for this information.


    A quick solution for the encountered issue is to upgrade to The New Bitdefender. The upgrade is absolutely free of charge and due to the many improvements brought to this lineup any issues you may have encountered with your current product are now solved.


    In order to upgrade to the new version please follow the steps below:


    http://forum.bitdefender.com/index.php?act...f=366&id=58


    Also, if you have any questions or doubt at any point STOP and ask for our assistance. We are available 24/7 via:


    phone: http://www.bitdefender.com/support/consumer-phone.html


    chat: http://www.bitdefender.com/support/chat-support.html


    mail: http://www.bitdefender.com/en/Main/contactEmail


    This forum is not the only channel to offer technical support for Bitdefender customers.


    Thank you for your understanding. Please let us know how is everything going after the upgrade.

  • Sorry John but all that is rubbish.


    Heartbleed is nothing whatever to do with this.


    What Self Proclaimed Guru? On the one hand you insist Bitdefender have ignored you, on the other you now say they have talked to you, it cannot be both.


    IF you have correctly created a support package , it is sent to Bitdefender, you immediately recieve an email,that gives you the ticket number, and the details of who is dealing with your case.


    Did you use the correct email, have you looked in your spam box?


    You have been asked many times to provide those details.


    Instead of helping yourself by giving coherent facts, you rant in multiple threads.


    If you want help then please, stick to one thread, give the required information and lets leave the nonsense and conspiracy theories behind.


    Your problem is either a virus/infected system or a corrupt install of Bitdefender.


    You were asked to try a repair ......... did you do that?


    As to sending warnings to other people, have you considered that you are likely just spreading more FUD?


    How many people do you see here reporting the same issue? Yes, NONE.


    I have BD on systems here, I have installed on many other peoples machines, the "problem" is simply not there.


    The very fact that you don't know how to repair your install clearly demonstrated that you have no idea how to use Bitdefender, and have never read the help files which are supplied.


    Other users here have tried to help you , I gave you the link for the complete user manual.


    Georgia from Bitdefender Support has tried to help you , you simply chose to ignore her then continue to proclaim to the world that Bitdefender have done nothing.


    All we get is endless rants and nonsense with no factual basis whatever.


    Much of the problem lies with you and the way you have conducted yourself John.


    Repair your installation, failing that make a fresh install and try again.


    .


    To … AdrianHa


    Sorry John but all that is rubbish.


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    No, to me, it appears Bitdefender is rubbish


    Heartbleed is nothing whatever to do with this.


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    I should hope not !


    What Self Proclaimed Guru?


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    Guru Poster


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    On the one hand you insist Bitdefender have ignored you, on the other you now say they have talked to you, it cannot be both.


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    No, you seem to not have read my posts either


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    My complaint is that bitdefender have NOT talked to me … only people on this board (


    .


    IF you have correctly created a support package , it is sent to Bitdefender


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    Twice


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    you immediately recieve an email,that gives you the ticket number,


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    And neither time have I received an email (by the way, it is I before e, except after c)


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    Did you use the correct email, have you looked in your spam box?


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    Yes, my spam box it always checked … are you suggesting email from bitdefender would be treated as spam by bitdefender total security … if so … then that shows what a joke bitdefender has become


    You have been asked many times to provide those details.


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    I have supplied my details twice and ignored by bitdefender … how many times am I expected to keep suppling information to the so called leading security firm


    Instead of helping yourself by giving coherent facts, you rant in multiple threads.


    .


    Rant in multiple treads … you are a very rude person … do you actually work for bitdefender … it shows the standard to which bitdefender has dropped


    If you want help then please, stick to one thread


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    My last posts have all been on this thread … or have you not noticed ?


    Your problem is either a virus/infected system


    .


    If this was the case, then bitdefender is not doing its job very well then … is it ?


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    or a corrupt install of Bitdefender


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    When bitdefender has been working since it was installed, up until a security issue in safe pay


    You were asked to try a repair ......... did you do that?


    .


    I expect advice from bitdefender … they are the people who I paid my money to …


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    And that is who I EXPECT ADVICE FROM


    As to sending warnings to other people, have you considered that you are likely just spreading more FUD?


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    So when there is an obvious security breach, then I should not warn other people … are you for real ?


    How many people do you see here reporting the same issue?


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    I will report the issue until I get a direct response from bitdefender


    I have BD on systems here, I have installed on many other peoples machines, the "problem" is simply not there.


    .


    The problem is not there …. You seem to misrepresent the facts … I RERODUCED THE PROBLEM WHEN I SENT THE INFORMATION TO bitdefender


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    The very fact that you don't know how to repair your install clearly demonstrated that you have no idea how to use Bitdefender, and have never read the help files which are supplied


    .


    Are you for real … you do not have any idea of my experience.


    Other users here have tried to help you , I gave you the link for the complete user manual.


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    I expect a response from bitdefender … how many times do I have to tell you that … some things seem to be a bit slow to sink in


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    Georgia from Bitdefender Support has tried to help you


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    On a forum, why have I have not heard from customer support ?


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    All we get is endless rants and nonsense with no factual basis whatever


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    Yes, and after two weeks and I have still not heard from customer support, I am entitled to rant.


    Much of the problem lies with you and the way you have conducted yourself John.


    .


    So I am to blame for the lack of customer support …


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    And what is your excuse for being so rude ?


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    You seem to be full of your own importance, and unfortunately appear to be very rude to me


    .


    If you continue to be rude then my next report will be to the moderator

  • AdrianHa
    Options

    Do as you wish john.


    You fail to grasp that the reason Bitdefender have not responded to you, is that they have never received anything from you.


    In other words , you/your system have never sent the package to support , they have nothing to respond to.


    IF THE SUPPORT PACKAGE IS CREATED AND SENT TO BITDEFENDER YOU ARE SENT AN EMAIL The system is automatic, and generates a ticket number.


    No email,no ticket number means one thing only ............... they never got anything from you.


    You have been given all the other ways of contacting Support and customer service.


    You were advised to repair your installation.

  • Do as you wish john.


    You fail to grasp that the reason Bitdefender have not responded to you, is that they have never received anything from you.


    In other words , you/your system have never sent the package to support , they have nothing to respond to.


    IF THE SUPPORT PACKAGE IS CREATED AND SENT TO BITDEFENDER YOU ARE SENT AN EMAIL The system is automatic, and generates a ticket number.


    No email,no ticket number means one thing only ............... they never got anything from you.


    You have been given all the other ways of contacting Support and customer service.


    You were advised to repair your installation.


    .


    Firstly, my name is spelt with a capital J


    ‘.


    Typical of a rude pom


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    Are you of legal age to be posting on this forum?


    .


    You replies show a definite lack of maturity … I suspect that you are underage and this is why you show a lack of understanding and manners


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    You seem to be supporting bitdefender like a lost zealot


    .


    I have made two reports … both times it has stated that the report has been sent … and if the email address was incorrect or any other details, for that matter, it would never had accepted my report


    .


    Your lack of maturity is unfortunate … and most probably forgivable


    .


    But the lack of customer support is not

  • Rohugh
    Rohugh ✭✭
    Options

    Come on guys, cool it, no need to be attacking each other. :)


    aussiejohnno I understand your frustration and annoyance in not receiving any replies from Bitdefender but have you done what Georgia suggested in post #21 above to see if that solves the problem?

  • Georgia
    Georgia ✭✭✭
    Options

    @ aussiejohnno


    We want to help. However, you still do not mention whether you have followed the indicated instructions on upgrading to the latest Bitdefender edition and with what results.


    You will receive an email from Bitdefender Technical Support in the next minutes. We will contact you via the same email you used to register your Bitdefender forum account.


    We are closing this topic and waiting for your response via ticket ID 2014050811290004


    Have a nice day!

This discussion has been closed.