How To Get A Response From Support Desk After 2 Weeks

Hello Florian,

I have come across your listings on the BD Forum. I want you to be aware of the total lack of Customer Service I have received from BD Support Centre in the past two weeks.

Your reference number is: [Ticket ID:200805301003979] Virus Attack.

BD responded by asking for the following: "

Quote

"In order to be able to further investigate the reported situation we need some

more information from your computer as follows:

. A AVIS log

. A SCREENSHOT displaying the adware window

. A GMER log

Unquote

I sent all that information 31 May - BUT to this very day I have not had a proper response. All I eventually received after sending maybe 5 reminders was a suggestion to uninstal and reinstal BD2008. That lost me my Key. So I loaded the free 30 day trial.

A scan by BD took 26 hours and gave a 100% clean result. MY computer was at death's door. I loaded two different free programs and after each had scanned my PC, they both gave a 16 Trojan and 100+ other threats result.

The Trojan attack had almost totally taken full control of my computer - it was taking up to 30 minutes to boot and there were many serious issues.

I again pleaded with your Support Desk to help me, I was desperate - There were important files I could not access - and

I got a stupid stupid "off-the-shelf" answer on the 5th of June, 7 days after my first request for help.. This is the answer given by Bit Defender that was supposed to solve my problem..

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...Re: [Ticket ID:200805301003979] Virus Attack

Dear Barry Marx,

Thank you for your e-mail.

Please rest assured that your recommendations will be considerate.

Constructive feedback from our clients helps us daily in improving our

products and services.

Your opinion counts as this is the only way for us to understand the needs of

our clients and we will do everything possible to solve any situation that

requires our professional intervention.

We are very sorry for any inconvenience that we may have created and we rest

at your disposal for further information.

Best regards,

Costin Rosu

BitDefender Technical Support Engineer

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Now come on Florian, what sort of *****[edited] answer is that from this Costin Rosu dude??

You had a desperate customer YES......""CUSTOMER"" (do you really understnd what a customer is???)

And here we are, today, 16 days after my first call and you have turned your collective backs on me.

Well - I gave up on your company and took my computer to a technician who charged $180 and cleaned out an incredible mess. He installed AVG. My computer has not run so well and so fast from the day I bought it 2 years ago.

The Bit Defender update from V10 to V2008 that had been recommended by your Support Desk, 6 or so weeks ago - had opened "Gaming Mode" during the update - there was no warning and it was not an option I selected. All the "thingies" were showing green and I was told that full protection was enabled. That's how the Trojan attack happened.

I suggest you have a talk to this Costin Rosu person and the rest of his apparantly asleep team, and suggest that they READ the messages from subscribers and stop sending off inappropriate and unhelpful respnses.

Yours sincerely

Barry Marx