Compensation For False-positive Of Trojan.fakealert.5?
Comments
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Didn't know that not having BD come to your door with an apology letter on a silver platter and having someone give you a foot massage while getting someone else to fix your computer was atrocious. They were doing the best they could while trying to deal with the panic and hundreds of complaints they were getting. I think it is important that you understand they don't have 100 000 employees on standby to reply to each and every message they get. If you think that this sort of thing should never happen then I think you should go back to your day dream in which everything in the world is perfect. Stuff happens, just deal with it properly and move on.
LOL wow ignorance of yours is bliss. If they killed your daughter or something would you say it is ok??? I mean seriously they did a wrong they had to of known within a hr yet nothing was sent out to peeps the only thing that came was these boards and honestly how many customers of theirs actually visit these boards? It took 12 hrs for them to announce anything on their home page which how many customers actually go to their home page? Point of the matter is they should have sent out a email blast which takes all but 2 freaking minutes to setup with word and link their database to it.
THEN to offer 6 free months to a what is being conceived a horrible product? No refund? That is a slap in the face and pretty freaking insulting.0 -
48 hours since I dropped an support ticket on refund to them. No single EMAIL Response at all.
Getting disappointed.0 -
Wow. I actually want one of those shirts!! I'm not kidding either!
Sign me up for one of those as well
It's all i want.0 -
Didn't know that not having BD come to your door with an apology letter on a silver platter and having someone give you a foot massage while getting someone else to fix your computer was atrocious. They were doing the best they could while trying to deal with the panic and hundreds of complaints they were getting. I think it is important that you understand they don't have 100 000 employees on standby to reply to each and every message they get. If you think that this sort of thing should never happen then I think you should go back to your day dream in which everything in the world is perfect. Stuff happens, just deal with it properly and move on.
Why isn't BD looking into posts such as this. isn't this flaming? They had the time to warn me through pm? If a company doesn't have enough employees to deal with such a catastrophe such as this, then it means they are not ready at all. If a company is not prepared to give after sales service then either they should stop issuing licenses after a specific number or not run a company at all. It only takes seconds to warn all the customers through one bulk email. Many of the users here have been insulted throughout this thread but no action has been taken against the flamers. There are still unresolved issues that have been running for months. BD doesn't give a ###### about these it seems. What else can you expect from a company that says sending a bulk email is the toughest thing on earth. BTW automated or not I got an email from Bitdefender saying that I got a PM
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Why isn't BD looking into posts such as this. isn't this flaming? They had the time to warn me through pm? If a company doesn't have enough employees to deal with such a catastrophe such as this, then it means they are not ready at all. If a company is not prepared to give after sales service then either they should stop issuing licenses after a specific number or not run a company at all. It only takes seconds to warn all the customers through one bulk email. Many of the users here have been insulted throughout this thread but no action has been taken against the flamers. There are still unresolved issues that have been running for months. BD doesn't give a ###### about these it seems. What else can you expect from a company that says sending a bulk email is the toughest thing on earth. BTW automated or not I got an email from Bitdefender saying that I got a PM
That was a live operation. In this matter we are trying as much as possible to avoid automatic texts.
Flaming can be both positive as well as negative. Censoring one type of flame means censoring the other, as well. Our approach to this is to invite all forum members to a decent and non-flaming behavior. Of course, it does not work all the time, as feelings are always involved into a forum. Nonetheless, actions were taken but not made public for each flaming behavior.0 -
Wow. I actually want one of those shirts!! I'm not kidding either!
Me too! An excellent idea, and BitDefender should promote it, after all, all publicity is good publicity!
Any graphic artists or whatever come up with a design? Something with the BitDefender logo (red or grey, your choice), something that makes reference to 64 bit, and quarantine.
Oooooh, yes please!
Kieran0 -
First of all, where do i claim refund? Since my license expired 1 day ago i would like to know how i can get support now.
Secondly, there is clearly more than one wannabe moderator or employee of bit defender that runs around posting... Unfortunately tho i got other stuff than to lurk on this forum 24/7...
Starting off with L.o.DI have asked time & time again exactly HOW the data was lost because restarting does NOT cause data loss. Yes, restarting will normally fix minor issues.
Formatting will wipe out files, but did any mods say to format? I don't know.
Are you even reading peoples scenarios? I got the.. "virus", saw system32 and bitdefender in quarantine, shut bitdefender off. Waited till the morning(since i had important meetings in HK. In the afternoon i went on another computer started reading. Tried to install patches, asked on forum and official response wanted me to restart computer.
I have followed, together with a lot of clients, bitdefender procedure and done nothing out of the line. This company, who is supposed to protect my system, sent it most of the potent viruses ever seen. And what do i get? Nothing? Not even im sorry for stealing 3 days of your time(waiting for official information and patches and then reinstalling and fixing my computer)
Obviously i do backups, and if i could do system restores on my PC or if i ever had a windows recovery disk. I.E i had to do a clean install. And mind you - if i had not done a total reinstall i would still be stuck with problems. I mean how much time have those who have tried to apply bitdefender patches lost? This is about time not data! Even so, as i stated before, i would think its nothing but fair if bitdefender would also reimburse clients for lost data no matter if the clients had backup for it or not.
I have lost workdays and have annoyed clients, not being able to serve them. I have had to spend 2 days reinstalling and configure my computer. And i had to spend USD300 on operative system.
But that is irrelevant, this screw-up is so bad that its unbelievable. You simply cant be that bad, and if they are to have any credibility left offering services to help protect your computer they should compensate what their system has done.
quotingI see the cause of damage done to any computer lies clearly with the virus/malware program writer. But since they are kinda hard to catch, the responsibility certainly doesn't lie with the antivirus company...they don't guarantee you will never get a virus and if they did they would be not only out of business but they would be outright stupid to make such a claim.
Thank you!
Luckily, in this case it so happens that we do know who the virus/malware program writer is!!!!
Its Bitdefender!
And again it doesn't matter what they guarantee. I say in order to have any sort of credibility left they should compensate their clients for what their system has made them loose. And I'm gonna push it and make sure it hurts until i receive what i ask for. And so should the rest of you. Also never ever use their products again - this sorts of mistakes are unacceptable, or at least they should be. Read my other posts.Antivirs programs make you safer, but they do not protect you from you!
Good job implying that we are responsible for our anti virus system giving us virus. What do they pay you?0 -
If you are still waiting, I did receive my refund today. I'm now satisfied with BitDefender's response.
If BitDefender can get itself in order and maintain itself over the next year, I'll reevaluate their product at that time.0 -
Starting off with L.o.D
Are you even reading peoples scenarios? I got the.. "virus", saw system32 and bitdefender in quarantine, shut bitdefender off. Waited till the morning(since i had important meetings in HK. In the afternoon i went on another computer started reading. Tried to install patches, asked on forum and official response wanted me to restart computer.
I have followed, together with a lot of clients, bitdefender procedure and done nothing out of the line. This company, who is supposed to protect my system, sent it most of the potent viruses ever seen. And what do i get? Nothing? Not even im sorry for stealing 3 days of your time(waiting for official information and patches and then reinstalling and fixing my computer)
Obviously i do backups, and if i could do system restores on my PC or if i ever had a windows recovery disk. I.E i had to do a clean install. And mind you - if i had not done a total reinstall i would still be stuck with problems. I mean how much time have those who have tried to apply bitdefender patches lost? This is about time not data! Even so, as i stated before, i would think its nothing but fair if bitdefender would also reimburse clients for lost data no matter if the clients had backup for it or not.
Yes I have and no one has stated how the files were lost.
Yes, people have stated a reinstall. But a reinstall over the existing install does not cause data loss either with Vista/Win7 at least. It moves the entire original install to a single folder marked windows.old to backup the files that existed within that original install.
Did you have BD set to auto-delete in the advanced settings?
The reason I ask is to find a common anomaly.
Did you format?0 -
Wow, until today when i glanced at the bit defender forums I had assumed that the trojan alert had been real and after reading how pervasive fakealert trojans can be I reformatted my computer. Now I learn that it wasn't real....... its going to take some time to process this.
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Yes I have and no one has stated how the files were lost.
Yes, people have stated a reinstall. But a reinstall over the existing install does not cause data loss either with Vista/Win7 at least. It moves the entire original install to a single folder marked windows.old to backup the files that existed within that original install.
Did you have BD set to auto-delete in the advanced settings?
The reason I ask is to find a common anomaly.
Did you format?
Ok... Lets say that i would not have formatted my C:drive and instead kept it(which was impossible due to the fact that it was almost full). Then it would magically have worked again and that this somehow made me not have to reinstall anything and the files in quarantine would be back meaning all information was intact and i could run it perfectly smooth without having to adjust anything further.
Now what would be your point?
Edit: At post above? Have you STILL not informed your clients about what has happened. How many have had their computer destroyed by you without even knowing... someone has to inform them immediately. I still have not received any information at all.. and again.. where do i claim refund???0 -
First of all, where do i claim refund? Since my license expired 1 day ago i would like to know how i can get support now.
Secondly, there is clearly more than one wannabe moderator or employee of bit defender that runs around posting... Unfortunately tho i got other stuff than to lurk on this forum 24/7...
Starting off with L.o.D
Are you even reading peoples scenarios? I got the.. "virus", saw system32 and bitdefender in quarantine, shut bitdefender off. Waited till the morning(since i had important meetings in HK. In the afternoon i went on another computer started reading. Tried to install patches, asked on forum and official response wanted me to restart computer.
I have followed, together with a lot of clients, bitdefender procedure and done nothing out of the line. This company, who is supposed to protect my system, sent it most of the potent viruses ever seen. And what do i get? Nothing? Not even im sorry for stealing 3 days of your time(waiting for official information and patches and then reinstalling and fixing my computer)
Obviously i do backups, and if i could do system restores on my PC or if i ever had a windows recovery disk. I.E i had to do a clean install. And mind you - if i had not done a total reinstall i would still be stuck with problems. I mean how much time have those who have tried to apply bitdefender patches lost? This is about time not data! Even so, as i stated before, i would think its nothing but fair if bitdefender would also reimburse clients for lost data no matter if the clients had backup for it or not.
I have lost workdays and have annoyed clients, not being able to serve them. I have had to spend 2 days reinstalling and configure my computer. And i had to spend USD300 on operative system.
But that is irrelevant, this screw-up is so bad that its unbelievable. You simply cant be that bad, and if they are to have any credibility left offering services to help protect your computer they should compensate what their system has done.
quoting
Thank you!
Luckily, in this case it so happens that we do know who the virus/malware program writer is!!!!
Its Bitdefender!
And again it doesn't matter what they guarantee. I say in order to have any sort of credibility left they should compensate their clients for what their system has made them loose. And I'm gonna push it and make sure it hurts until i receive what i ask for. And so should the rest of you. Also never ever use their products again - this sorts of mistakes are unacceptable, or at least they should be. Read my other posts.
Good job implying that we are responsible for our anti virus system giving us virus. What do they pay you?
kringlan - this forum is, for now, as good as the contact form. You will shortly receive either a PM or a notification on email.0 -
If you are still waiting, I did receive my refund today. I'm now satisfied with BitDefender's response.
If BitDefender can get itself in order and maintain itself over the next year, I'll reevaluate their product at that time.
We'll continue to be here, improved by what we learned after this situation.
Thank you for your support.0 -
Ok... Lets say that i would not have formatted my C:drive and instead kept it(which was impossible due to the fact that it was almost full). Then it would magically have worked again and that this somehow made me not have to reinstall anything and the files in quarantine would be back meaning all information was intact and i could run it perfectly smooth without having to adjust anything further.
Now what would be your point?
All I asked was HOW the data was lost.
What operating system do you use?
If Vista/Win7, you can do a clean install without having to format the drive is what I am getting at.0 -
I guess my first question is how do you change bit defender so it doesn't auto move things it's background scanner considers viruses to quarantine?
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I guess my first question is how do you change bit defender so it doesn't auto move things it's background scanner considers viruses to quarantine?
To do this, you have to:- open BitDefender Security Center (Expert Mode)
- go to Antivirus -> Shield and click on Custom level
- change the First action (for both infected and suspected files) to Deny access and continue
Cris.0 -
I guess my first question is how do you change bit defender so it doesn't auto move things it's background scanner considers viruses to quarantine?
beaten0 -
All I asked was HOW the data was lost.
What operating system do you use?
If Vista/Win7, you can do a clean install without having to format the drive is what I am getting at.
How can i do that when i had about 5gig total space left on a cramped cpu(split on c and D drive)?
And why would i keep a drive that has most if not all other files in quarantine, how would that help me(seems other spent loads of time just bringing basic functions up with or without the recovery disk and the patch that finally worked that took about another day to work).. my patch did NOT work when i had waited for over 20hours)?
And how would that not have made me have to reinstall applications on my new clean install? And how would that have worked on a vista to windows 7 migration?
In fact, looking at the number continued problems with quarantined items I'm pretty happy i did format - seems the option would have lost even more time.
I just received 6 months of continued "protection"... How do you think i can ever use bitdefender again is beyond me. If i get a virus in the future how am i to react? Shut it down? Perhaps i could waste some more time providing feedback for you.
Funny thing is my first reaction was to search for the virus on internet when i got this one - only place i could find info on it was on a competitors page.. nothing from bitdefender no info at all.
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How can i do that when i had about 5gig total space left on a cramped cpu(split on c and D drive)?
You never said that at first.And why would i keep a drive that has most if not all other files in quarantine, how would that help me(seems other spent loads of time just bringing basic functions up with or without the recovery disk and the patch that finally worked that took about another day to work).. my patch did NOT work when i had waited for over 20hours)?
By keeping said drive, you have the ability to keep any & all important files such as pictures, documents & the like. AFAIK, the infected files were only .exe & .dll files.And how would that not have made me have to reinstall applications on my new clean install? And how would that have worked on a vista to windows 7 migration?
You would still have to reinstall the apps regardless because of the changed registry. Upgrading from Vista to Win7 "should" do the same thing by creating the windows.old folder.In fact, looking at the number continued problems with quarantined items I'm pretty happy i did format - seems the option would have lost even more time.
I am only speaking about personal data, work related stuff etc, not the OS itself.0 -
I'm glad to see that BD is processing refunds. This will help them in the long run. I have requested a refund for the following reasons:
1. I have had problems removing and reloading BD in the past and tech support has been poor.
2. BD has not handled this latest event well and it reflects on their whole QA process.
3. To this day I can still not get BD working again on my Windows 7 64 bit system. This includes BD help desk support, which has been poor in my view. Restoring the quarantined files is not my issue. My problem is getting an update that resolves the initial problem, i.e. when I reactive DB it still quarantines all files.
My impacted computer was a critical system and I've switched to a different product due to lack of BD support. How they handle things now will determine if I ever consider their products in the future.0 -
You never said that at first.
By keeping said drive, you have the ability to keep any & all important files such as pictures, documents & the like. AFAIK, the infected files were only .exe & .dll files.
You would still have to reinstall the apps regardless because of the changed registry. Upgrading from Vista to Win7 "should" do the same thing by creating the windows.old folder.
I am only speaking about personal data, work related stuff etc, not the OS itself.
L.o.D im not interested in the lost files but the lost time. I have said this before. I have lost time and work opportunities because my virus software provides me virus. I think this should be compensated.
With that being said tho(as i have stated before) regardless if the files was destroyed or not bitdefender(should if they could) reimburse lost data that they did destroy, even if it "technically" was a 60year old grandmother fault when she thought that the virus infecting her computer was in fact a virus(if she even knows what that is)..., people get anti virus systems for a reason - because they don't have time to know everything. Have you stopped to think how many people who had no clue what has happened went to the PC repair dude paid money and got back? Like the guy posting above. Should they not see this forum they would have no clue it was their anti virus system.
If you seriously know what you are doing you would never run any of the major anti-virus systems.
Bit defender should inform all clients by email AND calls of what has happened. They should reimburse lost time and lost job. They should definitely reimburse repair costs, and give a full refund on their product.0 -
L.o.D im not interested in the lost files but the lost time. I have said this before. I have lost time and work opportunities because my virus software provides me virus. I think this should be compensated.
Maybe so, but many are/were. Some lost irreplaceable photos etc. I am not denying that there should be some sort of compensation for this either.If you seriously know what you are doing you would never run any of the major anti-virus systems.
This is a mis-conception.
I have a friend that works in a security center for the government & he came across a malicious website that stole his steam account & lost all the games within.
Haven't no security at all is never a good idea no matter how much you think you know.
The site used some form of attack to steam usernames/passwords.
There could have been more had he not been using a security suite.
The main reason I am asking is for preventative measures in the future.
As in not setting any security suite to auto-delete files for one.
I also do not deny that there should have been a mass email to warn users using the email that was registered to their BD accounts when they first found out.
I cannot understand why that was not done either.
Calls would not necessarily been affective enough as they would be way too time consuming to call globally.
Plus something on the main website as well.
Nothing was posted until well after I made that huge thread.0 -
Have received and replied to an email offering me a 6 month license extension. That's good enough for me, although I'd have gone with the T-shirt if one was available.
Kieran0 -
Maybe so, but many are/were. Some lost irreplaceable photos etc. I am not denying that there should be some sort of compensation for this either.
This is a mis-conception.
I have a friend that works in a security center for the government & he came across a malicious website that stole his steam account & lost all the games within.
Haven't no security at all is never a good idea no matter how much you think you know.
The site used some form of attack to steam usernames/passwords.
There could have been more had he not been using a security suite.
The main reason I am asking is for preventative measures in the future.
As in not setting any security suite to auto-delete files for one.
I also do not deny that there should have been a mass email to warn users using the email that was registered to their BD accounts when they first found out.
I cannot understand why that was not done either.
Calls would not necessarily been affective enough as they would be way too time consuming to call globally.
Plus something on the main website as well.
Nothing was posted until well after I made that huge thread.
I am happy that you have agreed with most of the points I made earlier. I would be very glad if the BD crew agree to this as well ie they acknowledge the delay in sending the emails. Also it will be very good if they tell the users the cause of this mistake and the steps taken to prevent future errors such as this. I have finally got an email acknowledging the error and apologising for it. It is a step in the right direction. Hope they follow it up with action.0 -
I am happy that you have agreed with most of the points I made earlier. I would be very glad if the BD crew agree to this as well ie they acknowledge the delay in sending the emails. Also it will be very good if they tell the users the cause of this mistake and the steps taken to prevent future errors such as this. I have finally got an email acknowledging the error and apologising for it. It is a step in the right direction. Hope they follow it up with action.
I got this mail too but I don't get it. I checked and it was not extended with 6 months nor did I get a code to extend it o_O.0 -
pvp, I never disagreed with anything that has been posted since Saturday.
I had been saying all along that I didn't.
I've never gotten the email yet myself though.
EDIT: I take that back, I just got one.0 -
I got an email too but what am I supposed to do to get the 6 months extension?
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Red Avatar: Yes, your license key will be extended. We noticed that you have 3 license keys in your online account. Please reply to the email from us and let us know which key you would like to be extended and you will receive a confirmation email.
L.o.D.: You will shortly receive a confirmation email.
siimvuss: Please be so kind as to reply to the email received from us with your license key.
Thank you.0 -
@Red Avatar
and @ all,
Please read carefully the emails you are receiving. As already stated, we are trying to approach each user manually and individually, so each email contains specific instructions. Either that we process the extensions automatically or we are asking for some type of identification information please make sure that you read the email and follow instructions!
Thank you.0 -
@siimvuss
@Red Avatar
and @ all,
Please read carefully the emails you are receiving. As already stated, we are trying to approach each user manually and individually, so each email contains specific instructions. Either that we process the extensions automatically or we are asking for some type of identification information please make sure that you read the email and follow instructions!
Thanks you.
The email does not actually have any instructions though. It just says "we would like to offer you a 6 month extension and hope that you will accept it". That's it. But I'll reply with the right one to prolong.0 -
This happened to both my desktop and laptop (both running Vista 64bit) and you can bet when it comes time to renew I'll be going elsewhere. Even if bitdefender were to refund my subscription the value would not compensate me for my lost time and stress. Not to mention I don't particularly look forward to the next such occurrence. Pretty ironic that this product has in essence done to my PC exactly what I paid them to prevent - virulent code crashing my PC. Its akin to the garbage truck dumping trash on your lawn instead of taking it away. Also frustrating that it only happened to 64-bit Windows since that is why I chose bitdefender in the first place - not many anti-virus products were 64-bit compatible when I began my subscription.
Further, even the patch did not work on my PC as it could not run. I now see there are several versions of the patch, but on Sunday I only found one. In the end I had to restore Windows from a backup.0 -
It didn't ask you for your key to confirm?
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It didn't ask you for your key to confirm?
Nope I got nothing but "we're sorry etc. please accept 6 month extension".0 -
The email does not actually have any instructions though. It just says "we would like to offer you a 6 month extension and hope that you will accept it". That's it. But I'll reply with the right one to prolong.
Thank you for the suggestion. We'll improve the text accordingly.
In the meantime, yes, please respond.0 -
yeah i was thinking the same thing.. about the missing instructions.
Nice though that you guys finally sent a mail... you should do it more often ( gives a pro feeling) - you can send important notes about new threats or does this mailing service already exist?0 -
I had a request to repair Vista. After running the repair sequence most of the EXE files were scrubbed from the computer. Took it in Monday to the shop & get it back tomorrow. What a pain & what an expense.
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They just replied to my Email from yesterday and offered me a 6 months extension, I replied with a Email seeking a full year as just compensation....I just spent several hours getting my co-workers system back up, and I talked him into getting Bit defender in the first place so I felt I owed him my help...he is now back up and running....we shall see what they say....
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Most people just got files in the quarantine. On Windows 64-bit. From BD 64-bit. During a few hours of a weekend day. When most of them were not even at work.
BD updates, stops detecting false positives. People restore files from the quarantine - problem solved. I've had it, too. Back to normal, no fuss.
What damage? What compensation? I think people just got really scared and are now blowing off steam. I think many want compensation for emotional trauma, not any real damage.
In my opinion, the problem was handled nicely by the team by removing the false positive, and they are now working on a solution to handle all other situations.
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Do you work for BigOffender, I mean BitDefender?
We were sleeping with the enemy. They shoul pay. For provoking creating damages to third party property, useless lic sold, replacement s/w, install / repair time, tech image or reputation, etc.
A class sue would be in order. Paying for the above would be better for them.0 -
Hi ... FYI .. since the update. one of my first PC till now is render totally useless because after applying the patch and the automatic update is ran. The same problem occur. Lesson learn... the rest of my notebook and PC I use other methodology. Wife Notebook - Uninstall BD totally and install anther security solution trial version to evaluated. The other PC... I only fixed it yesterday with the CD image from BD... ok .. it works and I didnt uninstall it.
But end of the day I still spend more than 24 hours fixing my main pc which now I need to reinstall the image all together as the recovery cd does not work and vista recovery cd image does not work either.
I did received the 6mth extension. I already have more than 660 days. .. extension of another 6 mth does not mean to me. I just want a refund so that I can use the money to buy other brand of anti-virus.0 -
hey i didnt get 6 month extension email
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yeah i was thinking the same thing.. about the missing instructions.
Nice though that you guys finally sent a mail... you should do it more often ( gives a pro feeling) - you can send important notes about new threats or does this mailing service already exist?
Thank you, for your suggestion. We are considering a technical newsletter to distribute amongst our customers.0 -
hey i didnt get 6 month extension email
We'll double-check your email address from this forum account in the database.0 -
After replying to the email with my key, how long can I expect to wait before the change reflects on my account/subscription?
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how to modify the license validity for compensation? and how is the period?Please
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After replying to the email with my key, how long can I expect to wait before the change reflects on my account/subscription?
Same here, I have sent my existing license key, and got another email, but I don't see anything happening on my license, which has 25 days left. Guess it's wait and see time...
Kieran0 -
After replying to the email with my key, how long can I expect to wait before the change reflects on my account/subscription?
The requests are processed as they enter into our system within 24 hours from response. It might take some more for change replication on the servers.
Regardless, we'll continue to be here to monitor the evolution of this action. Nonetheless, you can also send the same questions via email.0 -
how to modify the license validity for compensation? and how is the period?Please
Have you contacted us so far (bitsy, forum or email)? If not, let me know.0 -
Same here, I have sent my existing license key, and got another email, but I don't see anything happening on my license, which has 25 days left. Guess it's wait and see time...
Kieran
If you already received the confirmation email, the change should be a matter of hours.
Anyways, we'll still be here or just drop us an email for more clarifications.0 -
Hi!
And what is with the German subscribers?0 -
I have checked my email and I have not received anything about extending my license. Can someone check into for me please? I have 1 desktop and 3 laptops using BD right now.
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