I usually pull for the little guy. You know, you have the huge entities and the small ones. When I can, I root for the small guy, which is what happened in my anti-virus choices.
Two months ago, I found the need to change from Norton’s Anti Virus to something else. Norton wouldn’t see a particuarly nasty virus I had gotten, which led to reboots, infected files, etc.
Looking around the anti virus dominion, I ended up choosing Bitdefender, which was rated highest in a PC World review . I did my due dilligence by researching the performance of the product, and I even installed the trial version. After a couple of weeks it became obvious this was the product for me. It wasn’t perfect, but it did all the right things. I settled on Bitdefender Standard 9 , and proceeded to buy a license for four PCs.
Everything ran fine from the point I bought the license till this morning. I woke up this morning to find that somehow my key was now invalid. Instead of providing some basic coverage to make sure your PC is clean, the Bitdefender folks think it’s best to just turn off the product without warning. So, here I sit on a Sunday morning trying to get a new key to protect my PCs.
I went to their main site looking for help, but none was available. Yes, they do offer 24/7 live support, but I guess Sundays aren’t part of the week since they haven’t been available all morning. I’ve sent emails to their support and sales team with no response.
Very frustrating.
In this case, it appears that pulling for the little guy hurts too much. Instead of Bitdefender offering a better product and better service they’ve left my PCs as vulnerable as an unclothed child on the face of a mountain.
If anyone knows how to get around this problem, I’d appreciate any answers.
Monday, August 14, 2006 Update
I still haven’t heard back from the company. The live support is now available, but times out. The phone support transfers you to a tone.
I just sent an email to all the addresses I could find for them asking for a new key. We’ll see what happens.
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