Kaspersky Lab, Inc.

We will have a supervisor reach out to assist the customer.

we will have a supervisor contact the customer.

Customer had not emailed back the refund confirmation he was sent, so we accepted the refund terms for him
and he will receive the refund  credit in 5-7 days.

We received the customers files and have escalated them to our experts team at HQ and will be awaiting their results.

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 #[redacted]. I understand that by choosing to accept the...

business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
They have made that same promise in the past and have done nothing to solve the issues. They went so far as to close the 1st incident without solving the issues after promising to do so. It was necessary to open another incident and start from scratch. At their request I sent them the files they requested and have nothing back from them. I was told by one of their tech people that Kaspersy would remotely fix the problem for free and then transferred me to that department where I was told there would be a $59 charge. This company needs to stand behind it's products and do what they promise.
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business...

response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business...

response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 # [redacted].
 
Regards,
[redacted]

We will have the supervisor contact the customer

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 # [redacted]. Please add your rejection comments...

below. 
Additionally, on 10/17/16, I received an email from Kaspersky requesting that I: o help further diagnose the detection please provide trace logs of the problem:a) Create trace logs: http://support.kaspersky.com/us/12074#block1b) Collect trace logs: http://support.kaspersky.com/us/12074#block2c) Email back the archived trace logs. I attempted to run the test per their instructions. I did not think I did it properly so I called tech support to assist me. I spoke a female who had a heavy accented  and was very hard to understand. She walked me through the process in attempt to collect the logs. I did as instructed by her, and told her the results i.e. their process did not create or collect the trace logs. After 25 minutes on the phone, the call taker told me they only way to resolve the problem was for Kaspersky to take control of my computer (like the did in the past and it did not cost me anything) and solve the problem remotely. She transferred me to another tech support person so that this problem could be resolved. This person told me that it would cost me an additional $59 for then to solve the problem that started as a result of me installing Kaspersky in the first place.Lets review:Bought Total Security got Internet SecurityHad a working computer now I have a very slow computer when Kaspersky is running.Was told by a Kaspersky rep. that they would, for free take control of my computer if the the steps they emailed me did not solve the problems.Called tech to have them walk me through the process and they could not locate the files they were requesting.Was transferred to  someone who could solve the problem but wanted an additional $59 to solve a problem Kaspersky started.I have 19 emails from the company and placed numerous calls to tech support and have accomplished nothing.In reading Kaspersky's response to other complaints it looks like their standard reply is that a manager would get back to me in a week or so. I do not find this to be an acceptable or ethical way of doing business at all. 
Regards,
[redacted]

Sirs; I did respond to you, I was very satisfied with your service I'm very happy.[redacted]

We will have a supervisor contact and help resolve this issue

Update on ComplaintI was finally able to make contact with someone with Kaspersky Labs and will be receiving a refund.Thank you,[redacted]

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 # [redacted].
[I received an email...

from the business subsequent to my Revdex.com complaint stating that no refund would be processed since they verified that my computer is virus free after work performed. That is a flat out lie. The computer is not virus free. Their attempts to resolve my issue were not successful and as I stated on my original complaint, they themselves admitted to not being fully knowledgeable on [redacted] computers since the majority of the calls they receive are for PC/Windows systems. Yet, they want to pull wool over the Revdex.coms eyes saying a supervisor will review and contact the customer and resolve the issue. Summarizing it goes like this. Mr. [redacted], sure we can fix your computer virus issue, just purchase our premium support along with our anti-virus. After they failed. Sorry Mr. [redacted], we attempted it but [redacted] is not something with deal with a lot so good luck. Just look at this company's review on your own website Revdex.com. Please don't let them get away with this while boasting their A+ accreditation like they are.]
Regards,
[redacted]

We will check on request and have a supervisor contact customer.

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 # [redacted]. Please add your rejection comments below. 
[Kaspersky still has no clue what they are talking about. I do NOT have a support case open with them. After they failed to address the problems that their software caused with my computer system at the beginning of this year, I uninstalled their software from my computer, and informed them of that fact. If they failed to close the support case after I told them I had uninstalled their software, and was no longer a client of theirs, it's not my problem that their support staff is incompetent. And if they claim that I re-opened the case when I responded to the unexpected email from them last month, they are also delusional, as I only responded to tell them that I no longer used their software, and did not want them to contact me again.]
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the...

business response that my complaint will be closed as resolved. 
Regards,
[redacted]

we had emailed the customer that the refund was being processed for her.  We...

have received your information and your refund request has been reviewed and approved by management. The standard processing time is 10 - 12 weeks ( usually sooner ) for the check to be mailed from our Accounts Payable Department.I have put in a request to expedite the refund.Thank you for your patience.

We will have a supervisor contact her for the refund