Customer Service Scoreboard
After running into problems during installation of one of their security software, I asked for a refund of my payment. They invalidated my license but are not making the refund. They say they would but it has been more than two weeks after my request and no refund yet and nor would they say by when I'm going to get the refund.
Horrible company. They basically are trying to rip me off. Beware of them!
I recently downloaded Bitdefender for 3 PC's. I followed all the procedures exactly as directed. I installed it on my first PC, everything OK. When I went to install it on a second PC, it installed only as the 30 day trial version. I sent multiple emails to their "customer support" team. No replies. Finally, after a week and a half, I found their elusive customer support phone number. I worked with a difficult to understand person for almost an hour, after which I was transferred to a "second level expert" She dialed into my PC and spent an hour looking at various things on my PC and ultimately said, it was "filled with problems and on the verge of crashing". Funny, since I had just replaced the hard drive and loaded a brand new version of Windows 10. She then stated that it would be "impossible" to install the 1 year version of Bitdefender unless I paid for a "PC cleanup" program with prices starting at $179! Bitdefender might be a good virus protection program, but as far as I'm concerned, they're a fraudulent company. The "3 PC" program is only good for 1 PC and their customer support is a bad joke with people who hardly speak English. Stay away from this product if you're at all concerned about getting good customer support.
I upgraded to windows 10, which necessitated a reinstall of bitdefender. I got to the point I needed to enter an activation code and entered my license key and it said it was not valid. I waited 45 minutes to get to a tech on the phone and after we just started to get somewhere, the connection was terminated on his end. I tried a chat but no one was there. I finally figured it out on my own based on what the tech said before he was cut off. They completely changed to a new online registration system (thanks for all the notice on that by the way!) and you have to convert to that. Now, trying to install on a second PC, if I try to log on to their new system, it automatically kicks you back to the login screen and won't let you log on anymore. Really? I'm ready to just put an ice axe through the machine and be done with it. No realistic way to contact them, no way to get a resolution, and wholesale changes to their system with no notice.
Bitdefender have exceptionally poor customer service, and having read the reviews of other people, I am not holding out much hope. It looks as though I've just lost $59 AUD for a 30 trial version, because the activation code doesn't work. If you're even considering buying this product - don't! Get anything else - preferrebly from a store.
I used Bitdefender antivirus for two years and I can't complain about the software itself, but as I found out recently, the "customer service" alone is enough of a reason to stay FAR away from this company. They opted me in to auto renewal of my license when I bought it. Everything went smoothly for the first renewal, but I didn't wish to renew it a second time. After logging into my account, I spent about 40 mins. sifting through the site trying to figure out how to cancel the auto renew; I feel it's safe to say they intentionally hide this information. Eventually, I gave up and Googled "cancel Bitdefender auto renew," where I FINALLY found a page explaining how to opt out on the site's FAQ's section. Instead of simply providing users with a button or a check/uncheck box to cancel auto renew (or manage ANY renewal options, really), Bitdefender actually makes you OPEN A TICKET with customer service to cancel your subscription, which would be bulls!t even if customer service were actually responsive. So open a ticket I did, and received a response from a rep over 36 hours later...with a sales pitch, that is, NOT with confirmation that he had cancelled my subscription. So I replied and asked him to cancel it again. Twenty-four hours later, I got a receipt in my inbox for the license they had charged me for anyway. I then opened THREE separate tickets requesting refunds over the next three days (one for every day of silence from them), but at this point I was angry enough to call them. The phone rep told me that sales was handling my refund and would contact me within 48 hours. Guess how well that worked out. Two days later I called again and was told the same thing: Sales will contact you in 48 hours. I asked to be transferred to sales to speak to them directly only to be told that they don't have a number (RIGHT). The phone rep assured me, however, that she would mark my case as "high priority" because I'd called twice. In other words, they REFUSE to acknowledge you unless you call and harass them repeatedly. At this point, it has been 11 days since they charged me and I still don't have my money back. No further emails from them, either. Rest assured, when "Sales" does contact me, they'll be getting a piece of my mind. Bottom line: You don't even want to deal with this company. Their product is great, yes, but they are absolute to their customers, will purposely ignore you, and spitefully make refunds as difficult, confusing, and frustrating for you as possible. If I had known they were such pricks two years ago, I never would have given them my money in the first place. There are plenty of other great antivirus programs out there being sold by companies that AREN'T jerks to their customers. Buy from them instead.
I bought it two years ago. I found it to be overly intrusive. I uninstalled it and installed Norton's AV suite. Just received an auto-renew notice from BitDefender. I'm sure I didn't select auto renew. I contacted the company and asked them to cancel any subscription they have on file for me and told them they did NOT have my permission to bill my credit card. Instead of canceling the subscription, they created a tech support ticket. I just rec'd another e-mail from them offering a lower price if I stay. I told them that I was not interested and asked them to disable auto-renew. This company is shameless. Check the web. There are many complaints similar to mine. I've used ESET, Norton, Agnitum and other products over the past 31 years and I've never had a problem like this.
I have just installed Bitdefender antivirus in my two PCs. They are both giving me problems ,in one, I cannot attach documents in my email and my files are getting lost in the system. On the other, I am always informed that I am at risk. What must I do? I cant work now because of the antivirus that I thought will help me work better
Pretty awful experience began right with initial install and the program finding 16 virus' BitDefender could not remove. Shorten story: after 5 full days of working with BitDefender staff through awful email communiques, attempting to access files that didn't exist, including wasting many hours of my time and being unable to work with my credit cards or to do banking during that period, it was finally discovered by a BitDefender supervisor that I had loaded an outdated version????!!! That original version was the one THEY SOLD me and asked me to install????!!!! Bottom line at least 5 so-called "specialists" had absolutely no idea of how to handle a basic issue and response time of only one answer per day was the epitome of a non-caring company. Bad experience with the product and even worse company service.
Do Not Purchase anything from this company. I experienced poor performance and received poor support so I let the year run out, uninstalled Bitdefender and installed another antivirus software program. Bitdefender charged my credit card twice what I originally paid for the program. They make it difficult to contact them about it. I had my credit card company challenge the charge but apparently Bitdefender lost no time in defending their position because the charge is back on my credit card.
if you buy BD online, you are routed to Avandale. the purchase is treated as auto renew. the autorenew is not cancellable on the Avandate website or the BD website. So if you buy BD the following year, you will be charged under the autorenew even if you have already bought. See various blogs on the internet on Bit Defender Auto Renew.
I downloaded Bitdefender Antivirus free version almost two months ago. Immediately, the antivirus labeled work files and family photos on my flash drive as a virus, replacing the file extension with. I then went into quarantine to remove the files but the quarantine button did not work. The following day, I tried to contact Bitdefender via chat but it did not work. I then called, explained that the files were quarantined and that the quarantine button did not work. Technical support told me to give them 24 hours to fix my issue. The following day, I received an email with a link to a third party website explaining how to use the quarantine button. WTF?
I called Bitdefender again, explained that I knew how to use the quarantine button but again, it did not work. I was told to rename the files to their original extension. Easier said than done, since the GAQUAR replaced the orig. file extension. Fortunately, some of those files were backed up on my C drive and I knew which were doc.x and which were pdf. I renamed the files and received a notification that the files were corrupted and / or damaged. I then contacted Bitdefender again, who then told me they needed 8 hours to look into my issue. I never heard back from them. I tried contacting again, and was told they would need another 4 hours, again, I never heard back from them. I contacted again, and was told that they did not know how to solve my issue and that my case was being elevated to the "senior" technicians.
Another week passed but I heard nothing. I contacted again and was asked to submit the threat logs. More time passed, I followed up, and was then told that they needed the actual files from the flash drive NOT the threat logs. I was provided a link to upload my files and was told upon submitting the files, they would be sent to analysis and released from quarantine. Another week passed and I heard nothing. I contacted again and was told to wait on the senior technicians. I asked for their number but was told that no number existed. I asked for corporate's number and was told that there was no access to corporate from tech support and I would have to check their website for a contact number, which I still have yet to find.
Finally, the senior technicians responded but instead of releasing my files from quarantine, they sent me an email telling me to rename the files, which I was told to do my second phone call with BitDefender first level of technical support. I told tech support that they had no idea what they were doing and upon further research, I explained that this issue was one that goes back to 2010 and maybe even earlier. I asked how could Bitdefender release numerous versions without fixing this issue but tech support had no response. I also asked how such an issue could go on for 5 year and there not be a solution for the problem. Again, I received no response, other than to wait for senior tech support to respond. ANOTHER week passed and the senior technicians responded. This time, they asked for the files to be sent to analysis.
At this point I literally exploded, explaining that the files were sent to them three weeks prior. They told me that my issue was a priority, as I has been told numerous times before and to wait for a response. Another week passed and when the senior technicians followed up, they gave me instructions to remove the files from quarantine; howver, those instructions were for the PAID version, NOT the free version. I emailed back even more aggravated but never received a response. I then called and was told that the senior techs would finally call. They never called.
I am at wits end here. Both work files and family photos will never be recovered because the technicians would rather stroke me like a $20 hooker than give me a straight answer. As for complaining to corporate, good luck getting a hold of them. Firstly, the company is based in Romania. Secondly, there's no way to contact them.
I had Bitdefender Total Security on my computer with 6 months left on license but money was deducted from my account to pay for further 12 months. When I complained it was "all care no responsibilty" but I persisted & was eventually offered a six month extension on the lisence. I assumed that lisence would NOT expire in October 2015 it would expire in May 2016. Well it doesn't!! My lisence key has expired May 2015.
Contacting these people is like extracting hens teeth, IMPOSSIBLE!!
Avoid this company like the Plague
Upgrade to Bitdefender IS 2015 from IS 2013 on my main PC is a nightmare. Uninstalled the old version, rebooted, installed new rebooted and got BSOD unmountable boot device. Three times I restored from a backup and the same each time. Trying to get help on the Bitdefender site is a constant running round in a circle and I can't find any weay to actually get in touch. I have reverted this machine permanently to IS 2013 but I now have two other machines on 2015 with the 3PC license. When the sub runs out next year I will NOT be renewing BD and am worried I may have three PCs that have to be erased and reinstalled from scratch.
DEign flaw means that if you use a self signed SSL certificate (common for small businesses hosting their own services) the SSL scanning features will get in the way and break things. There is a whitelist but it doesn't work for this feature so your only choice is to turn off SSL scanning completely. I approached support with the issue ... their responses ranged from dumb/ignorant to clearly not even reading the request. All responses were very slow coming. Overall, terrible support for a security product.
The worst customer service I have had from any software vendor. Have been using Bitdefender for a year. Renewed, but had to transfer files to a new replacement desktop. Would not install. Not after 4 email tickets (and responses that gave the same old protocol that did not work). Then was on line with a person for 35 minutes and that did not work either. Now they don't take my call, open tickets on my problem and never answer. Never. Worst service and lack of technical knowledge ever.
For many years I have been using BitDefender on my laptop and desktop and I can't say that this antivirus is really bad especially in comparison with kaspersky. Kaspersky and BitDefender are too giants in antivirus software so I don't see any other competitors, and still I choose Bitdefender. You can see some comparisons on websites like and see that BitDefender is much better!
Software consistently gets good reviews and it's cheap so I've gotten it a few times. Never again. They have THE WORST installation software ever. Fails every times. You have to call multiple times. They are nice enough and swear they know exactly what you need, then they send you the wrong stuff. They will tell you they are sending what you paid for but inevitably it is not, then it is easier to buy the next level up software than try to get the stuff you bought function. Constant expiration warnings well before your software expires. Constantly upselling, without getting what you paid for to function right. They are perfectly nice, but either are stupid or are just trying to frustrate you into buying something more expensive.
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