Kaspersky Customer Service Complaints - page 2

My negative experience applies to ease of renewal and installation, not the product itself.

The Kaspersky products themselves are highly recommended and first time installation and activation wasn't a problem. The issues for me occurred when I tried to renew. What a hassle and total fiasco!

Paying wasn't a problem, and the installation wizard made it appear everything was okay. Then a few days later the popup said the subscription had expired!

They really don't make it easy to renew, download and install. If my mother had been trying to do this, she could not have.

First, they don't make it clear what product you have, as in what year. You need to look at your original subscription date for that and guess that's the product. I don't know what happens if you've upgraded to a newer version.

After two installs, uninstalls and reboots, I finally figured it out.
No product support questions seemed to apply to the situation. Suggestions in the product forum helped.

You have to uninstall everything, restart, then go to my.kaspersky.com > Codes to download, choosing the correct product AND YEAR.

NOW it appears to be working properly.

I bought a three lic KIS 2015, but was not able to successfully run Safe Money.

I contacted the support team for Australia and NZ and was then involved in endless emails over a number of WEEKS. Some suggested solutions were obvious ones, but I participated in enless acquiring of system info and screen captures. The end result was inconclusive and was suggested I wait for the 2016 upgrade due 2016.

I contacted them for another minor problem and this time, I was re directed to the call centre in Malaysia. There the girl was extremely helpful and within 15 minutes, the problem was resolved.

Why was the others so lacking in general understanding of the situation?

By the way, I have also read a similar comment on the forum on the same support group.

I am ready now to upgrade to Win 10 and KIS 2106, but I am hesitant to approach advice from the same group again, but unfortunately, that's is the group designated for Australia/NZ.

I had bought kaspersky total security some days ago, and paid the money online.
And look what happened! Activation code not suitable for the specified product!
wow kaspersky, WOW.

I have been happy in the past with you product but this morning I got a pop up from you to finish the registration our my Kaspersky would be turned off wwhen I finished what I thought was your tect support on the problem I was have with the resitration a teck support came on and after several minutes I felt some thing was wrong and asked if thewy work for you and they said that they fixed problem for you and tried to charge me about 300.00 to join them I do not know if you have a working relationship with a tech support co. but I felt threated by there actions.thank you for your time

Scammy auto renewal!
I stopped using and deleted kaspersky from my computer two years ago. I woke up this morning to a text from the bank showing charges from kaspersky!
I called and found out that on October 25 of last year they billed and I somehow missed it. They refuse to refund my money despite the fact that I opted out of auto renewal.

This is clearly a scam. I wonder how many other customers they have done this to. I got the refund for current charges, but they refused the rest and state they emailed me, but there are no emails.

How dare you force people to download your damn program so that they can access facebook. You are just as bad as the other malware con artists. Even worse you do not give your victims the option to uninstall your crap spyware.

Dear Friends:

I have been on the computer for 2hours on Sunday and 5 hours on Mon 10-5-2015.

I have purchase a Kaspersky Total Security Program on Sept.30,2015 Order # 10738899838.

I have not been able to get my new activation code to work everytime I chick on something Ireturn to sales page or Error 404 which I have no I clue what it means.

All I wanted is to keep my computor safe. Should I cancel my program or can I get someone to assist me.HELP!!! Your support teams have tried.

Thank You Robert Ludeking e-mail

I received by mail a product I did not order. The price indicated on the package was $ 9.95 and fortunately no charges were made on my credit card, I watch nonetheless. Tedious to join them and to have the email customer service, it was difficult. I was finally able to advise them that I was returning the item I never ordered. I am probably never going to get an answer from them... With customer service as rotten, how can products continue to have a good reputation. In addition, comments on this site is negative 98%. Yet, one must delve hollow on the Net to get the critics, the first two pages of Google search are praise, although wrong.

Kaspersky's Internet Security data base would not update but I have not been able to get a response from technical support.

I've been using Kaspersky for about a month but shortly afterward had a problem with the Password Manager probably being contaminated and I can't uninstall it. They send me a link which allows me to uninstall the whole program but not the password manager. Now I'm without protection at all. the last correspondence was at least four days ago and after doing as I told them they haven't answered as has been the case each time I do something they tell me. I usually get disgusted and send them and email to which I get the same old sorry and they value me as a customer but haven't offered a solution. I believe they want me to get so disgusted that I'll pay to have them get onto my computer, despite having been promised that they were going to escalate my case. This software came highly recommended as the best. I'M NOT SURE ABOUT THAT.

I purchased Kaspersky Internet Security License for 3 years in India single PC and was using it for around 10 months. Because of work I had to travel to USA and while in USA Windows on my laptop decided to crash. I had to reinstall Windows again and after reinstalling Kaspersky Internet Security 2014 I was not able to activate again.
I contacted US support and they said I have to contact India support and the numbers and email they provided didn't work.
After searching for a long time I found their online website to log a request as an email.
They asked for invoice as a proof of purchase and beside other details they asked to send them box of kaspersky cd in which it came from USA to India. I have no idea I should spend money to send them box and wait for eternity to get the software reactivated again or I go buy another software not kaspersky ofcourse.
Dear Kaspersky people, does Eugene Kaspersky travels with his laptop packaging box or the packaging of everything he carries with him?

Stay away from Kaspersky. The software is good but if you need support you will be made frustated by so called "support engineers"

I Just Finished A 1 Year Subscription With Kaspersky &being That My Budget Doesn't Permit Me To Renew At This Moment I Removed It From My Computer, When I Went To Remove It It Also Removed My Ares & It Messed Up My Firefox Which I Had To Reinstall &my Cheat Engine &candy Crush Doesn't Work The Way It Did &&&&& Also Facebook Opens Up With Yahoo Which I Never Agreed To .i Don't Know How A Company Like Kaspersky Could Do This To Their Customers They Must Feel Good Ripping Off People I Hope That They Go Bankrupt Soon. I Will Never Ever Go With Kaspersky Again Even If They Were To Give Me A 1 Year Free!!

So far Kaspersky has billed my credit card 3 times, each in different amounts, for the renewal of a subscription. Their customer service is terrible and they send you notices of "automatic Renewals" that come from a site that you cannot reply to.
Don't bother to get involved with them!

In some cases the error "Activation error: Cannot set up SSL connection" may appear on the screen.

I see this statement when I try to activate my Kaspersky Anti Virus Program.
I am fed up trying to find out what is causing this error.
I am also fed up with your soft ware. Unfortunately I have close to 200 days of service left and I do not want to waste my money. So please fix this problem pronto or write to mu e-mail and tell me what is wrong?
JUST FED UP!
Ram Varmha

I purchased a Kaspersky account in 2008 when I purchased my laptop with an automatic renewal for the past 7 years. The hard drive on my recently laptop burned out about a month ago. I have not been using the Kaspersky service since then. I called to see if I could temporarily suspend my current subscription and transfer it to my new computer as I am currently shopping for one. They will not suspend the account or close it out and refund me the remaining balance for the next 4 months of service. However thyey will transfer it to my new computer, but in the mean time my subscription days are counting down. I also have Kaspersky on my cell phone and just got my boyfriend to sign up.
I feel this is a completely unfair policy especially for such a loyal customer. I have been very satisfied with their service and protection, but because of this policy, may look for another protection service.
I am extremely dissatisfied and disappointed with this policy and think something should be done to change it.

I just tried to install the software and I wasn't able to do that it says that the activation is not suitable a real headache this is outrageous I want my money backkkkkk...... I am dying. ....

Kaspersky thinks it is suitable to start countdown on your licence evn when the old licence is valid. This can not be legal
KASPERSKY

"Please note that you had selected the Auto-renewal service for your new code during the purchase. The activation countdown for the license has started, even though you have not used it yet (3/6/2015).

Let us clarify that there is a difference between a standard activation code and an auto-renewal activation code.
A standard/base code is valid from the first time that you activate it.
A code with our auto-renewal service is valid from the day that you purchased it, regardless of having used it or not."

Out of interest I did not ask for auto renew!!!

I recently purchased the Kaspersky Total Security software. Kaspersky is by far an inferior software company with the WORST customer service representatives possible. First of all, the installation was convoluted and the website given in the package for downloading the item does not openly show you where to download Total Security. You have to go through pop-up menus and alternative web addresses to find this. When you call technical support during normal business hours you may wait hours and have to call back repeatedly to reach a human being to help after you have wasted your money. If you persevere and finally do reach someone, they are consistently rude, condescending, and dismissive. They have an utter lack of knowledge of the product and how to navigate software issues. They don't know any more about software issues than the person calling in and they do not offer any further information above what you knew before calling in. When you are downloading this software, they require access to an extension containing confidential information (which is not necessary for them to access in order to do the work of providing internet and antivirus scanning). Meaning that if you deny them the right to collect your personal information, all of your money is lost at this point, because you have spent your money and opened the package, making the item non-refundable at that point. Technical support is untrained, lazy, and rude. No help whatsoever. The CEO of this company should take note of the numerous negative comments from customer after customer and see how their representatives are poking holes in his/her pockets.

The absolute worst. Kaspersky Internet Security 2015 trashed my computer. It hogged my hard drive, causing the computer to be non-functional. I took it to a technician who was horrified to see all of the Kaspersky log files - he couldn't believe what he was seeing! I contacted Kaspersky about this. Over and over. They sent me the same useless information over and over, despite the fact that Kaspersky itself will not run. I cannot go online. My computer is ruined, and the escalation team never responds. Imagine - I paid for Internet Security and what I got instead was Computer Trashing.

Nothing works! All support networks take one to a new link, no one replies to queries and the emails keep on bouncing back! I was taken off Kaspersky internet security prematurely, forced to take out a new subscription, I cannot download in spite of having a confirmed account reference and new security key. I feel ripped off and my computer has been unprotected since April. I have spoken to the billing company(AVANGATE) who have replied and even sent me a new link (ha ha) which does not work so what is the point? I think that its definately time to name and shame on social media and broadcast.

I have a small business account and they could not provide me with the number of computers I have used it on. James Lamar gave me an incorrect URL to find the information. Hunter Duforg, his supervisor, gave me the number of customer support for a reseller (Digital River) who didn't know information. I had to call technical support to get an illiterate women named JR who asked for the order number, my email, phone number, and installation code before she provided the information. I should have been able to get this on line in five minutes and it took an hour and half. What a screwed up bunch of bad woods people.

i'm very disappointed with kasperssky. recently bought a 3 year package. regretting every buck i spent. it keeps telling me that the database is out of date and to update it. but when i click on "update", it shows "error- network failure". but the odd part is that my network is stable and works completely fine on every other application. kindly guide me in this respect. it been a week since this problem started and now its saying that my protection is at risk. i really hope the kaspersky customer care team will help me.

Told I had a botnet, paid for kaspersky, who, to be fair, did kill the botnet, BUT it then went on to duplicate itself over and over again!!!!!!!!!!!!!!! to the tune of 400 gb, almost ALL of my storage, it stopped then but only because it had run out of storage in which to insinuate itself.
Have you ever trie4d to contact them, don,t bother jsut give up and cancel your subscription, YOU MUST BE JOKING, have you ever tried to contact them, I phoned everyone and their uncle and ended up with a Philipina or Indian call center, who after hearing about my problem, tried to sell me something else, they had also kept details of my debit card!!!!
ARUBBISH FIRM WITH A RUBBISH PRODUCT, who just carry on regardless taking your money under false pretences, under no circumstances buy their product, they will rip you OFF.

I have been waiting 3 days now for an e-mail from Kaspersky in order to be registered, to be able to contact technical support to help resolve an issue on a new internet security package.

After giving them all the necessary details, like my email address, they still don't know where is my order? They kicked me around and asked me to contact US side. What a kicking around exercise from a "software" company that cannot track a simple order. You think they can track viruses?