Kaspersky Lab, Inc.

We will have a supervisor contact the customer

However I have not received any answer or being contacted by Kaspersky
Regards,
*** ***

we will have a supervisor reach out to the customer

We will have a supervisor reach out to assist the customer

Mr*** contacted Kaspersky Premium Services on December 1st, with malware and virus issues on his computer. He was offered and purchased our Annual Comprehensive PC & Whole Home support. Mr*** agreed to the service and was connected to a secure IVR system where he entered his credit card information into the phone and successfully purchased the service. The technician then remotely connected to the computer and performed the service. The technician removed virus infections, cleaned temporary files and started a scan with Kaspersky because the customer was going to callbackMr *** then contacted us back on December 2nd, saying to continue the service. Our technician connected to the computer and found trojan virus infections on the computer. The technician lost connection to the computer while trying to remove them and Mr*** called back getting another technician. That technician continued to help remove the Trojans from the computer. Disk and permission repairs were also run on the computer to correct the changes the infections made to the computer. Remote connection was lost again and Mr*** called us back getting a third technician. That technician removed the last of the virus infections and attempted to get Kaspersky installed. Kaspersky failed to install and the technician lost the remote trying to get Kaspersky installed a 2nd time. Mr*** worked with the technician the following morning. The technician connected to the computer verified that everything was cleaned off the computer, found that Kaspersky was installed and that a full scan from it showed the computer was now clean. The case was closed as resolved since the virus infections were removed and Kaspersky was now installedMr*** then contacted us on December 3rd, having an issue with adobe not updating. The technician tried to gain remote access but was not able to due to ISP issueMr*** contacted us again on December 4th, saying that his computer has been running slow for past couple weeks. The technician was not able to get remotely connected but gave the customer the steps to run two different cleanup tools. The technician also recommended to backup personal data and can reload the operating system if this doesn’t workMr*** contacted us on December 9th, claiming that somebody is hacking into his ip address and controlling his computer but could not show the tech the hacker controlling the system, once connected Mr*** showed the other wifi connections as the hacker. The technician informed the customer this is not possible and not the case and that the performance issues could be corrupt operating system or hardware issues. Customer denied this and requested a refund for the serviceMr*** contacted us on December 17th, asking the status of his refund request and the agent resent the request on the customer’s behalfMr*** was contacted back on December 29th, informing him that his refund request has been denied due to the extensive troubleshooting that has been done on his computer. It was also denied because the computer was cleaned of several virus infections and verified that it was now virus freeNo Chargeback is due because the customers main virus issues were resolved. Service was performed as per terms and conditionsFrom the system

Customer has received refund through the order and replied directly to us " I am writing to inform you that I received a credit to my bank account regarding the issue.I will consider this matter resolved."Thank you,*** ***

Revdex.com:
The business did NOT respond, they just said, "we will contact you"#***. This is not a response
Regards,
** ***

We apologize for the misunderstanding and will have the supervisor reach out to resolve the issue

We will have our supervisor contact our Retail Distribution and Sales Support Manager to review the case and reply to the customer

We have heard back from our Rebate House and and Retail Distribution and Sales Support Manager and they have rejected your request due to violation of the terms and conditions of the rebatesThey have found over rebates requests in *** and any future submissions will be not be honored

We will have a supervisor contact the customer with an explanation

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business
response that my complaint will be closed as resolved.
Regards,
*** ***

The check has been printed according to tracking number and should be mailed soonThank you for your patience

We will have a supervisor contact the customer

Customer was contacted and resolution sent

we see that his order was already refunded, but we will have a supervisor contact him

Customer has requested a refund on her order, Desired Settlement:I want to be reimbursed for the purchase price and terminate the contract with Kaspersky.Customer's account was credited on 7/18/

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to
accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
[My computer is not virus free as Kaspersky seems to assert on their response to the Revdex.comIndeed, there was interaction between myself and the technicians on separate dates but that is only because they run tools that take sometimes hours to scan and you are forced to call back to pick up where you left offAsk the business for a list of the tools they ran on my computer? It won't be more than 3-What Kaspersky is claiming here is that they removed a couple of trojans and certified the computer virus freeThat is not correctThe computer is still running slow and doing weird stuff thus not virus freeThe fact that they want to wash their hands clean after doing a poor half way done job and then get into a dispute with a customer is indicative of how they approached this entire ordealWhat happened to making a customer happy? Is it worth going back and forth without a resolution? Apparently they do not careI am not satisfied and I will not cease to procure a resolution to this dispute.]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***