Why does "Exclusions" do nothing and why are customers not being answered?

Alexandru_BD, Hi.

I appreciate your response and that you are making an effort to get me some help, but here's the thing...

I did all of that months ago. I got with tech support, and if I remember correctly, they had me run some log-gathering program to get the specs and info from my machine with whatever else they needed. I don't think I even went to these forums, obviously, because I just created my forum account, for my main BD account that I started when I bought it. I just went straight to support. I did everything I could with them. And knowing that there wasn't going to be any solution that day, I had to change anti-virus software so I could keep using my computer and get my crypto wallet working again. I wasn't given any kind of time frame for how or when this matter would be fixed. I was basically left on an indefinite "waiting to hear back" resolve. As far as I know, I never got any notification that anything had been resolved.

When I said "I came back", I was referring to being back after months of basically carrying on with life and after paying for another anti-virus provider, which had it's own set of problems among a mass of people.. albeit, one of a completely different issue, making the internet slow as hell. But it didn't stop me from working and it didn't destroy my files. So I dealt with it until it just got annoying enough that I decided I should come back to BitDefender which I'd already paid a year for and was a waste if I wasn't using it. I had to assume the issue was dealt with, and for the first day or so I thought, maybe it was. Then I had to do an update on my wallet and... bam, the whole thing happened again just as before.

Like lechiffre expressed, above, it's super frustrating. It's REALLY in a league of its own to watch your trusted protection program, which you recently invested your money into, start ripping out and dismantling personally valuable or integral files as you're powerlessly trying to keep them from being destroyed. And THAT'S the real issue here. This isn't to do with just my crypto wallet. There are tons of people bringing up the same issue for different files and programs. Even the automatic quarantining and file deletion wouldn't be that big of a deal if it wasn't for the fact that there's absolutely NOTHING the user can do about it.

I'll state it again.. the "Exceptions" list does NOTHING. Trying to restore anything is completely futile. BitDefender can reach into ProgramFiles and delete things but if and when I tell it to release or restore the files, it tells me it doesn't have permission.

IT doesn't have permission? ...or I don't have permission?

BitDefender obviously has permission to do whatever it wants, but I can't restore or tell it to do anything I want or keep it from harming my files. And then, BD gives the user the option to exclude files from the threat list but then just ignores it? I read somewhere someone saying, it's like being told the customer is too stupid to have control over their machine. And I mean it ignores EVERYTHING. It won't even stop doing it if I turn off and deactivate EVERY SINGLE SERVICE running! There's no way to shut BD down or get a break from it. The only solution is to uninstall it if I ever hope to restore or reinstall my stuff.

Anyway, I'm no longer looking for support for this. I mean, by all means.. let me know if anything ever changes but It is clear to me that this issue is not being addressed as there has been no change and there are only questions regarding this from so many people. And here you even have another person, lechiffre, saying the same thing in one day of this post. His issue isn't with a crypto wallet. There seems to be an issue with BitDefender's programing, where it is not being updated to know the difference between some types of harmless files and those that are a threat... at least the ones reported by the user. But if that's a difficult subject to address, then maybe it would be a good idea to fix the biggest problem which is BD not allowing the user to have any control over what BD does when it's made an error.

I've got to say though, there seems to be a trend here. Make the most solid anti-viral software possible by making it impossible to tamper with... even if that means the customer along with everything else. You know, there's another name for programs that take over your machine and destroys files without warning while blocking the user from having control over it...

I've already switched to something else, so thanks, but if support wants to do anything about it, I'm pretty sure they can find all the info they need right here. I just hope something IS done so that other people aren't forced to do the same which makes their purchase of your product become a waste of money for them. I can't keep a program on my machine that acts as bad as the programs it's "Defending" me from. BUT, at least I can delete it. :)

Have a nice day, and remember:

“Beware that, when fighting monsters, you yourself do not become a monster... for when you gaze long into the abyss. The abyss gazes also into you.”

― Friedrich W. Nietzsche