Anonymous
map-marker Sapulpa, Oklahoma

Disappointed in Kaspersky Total Security

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I signed up and paid for Kaspersky Total Security in February 2016. In mid-May 2016 my computer picked up an adware problem known as DNS Unlocker - unwanted ads pop up when surfing the internet blocking content of the search. I called Kaspersky customer support (CS). The first Rep said he was emailing me a link to eradicate the problem. He sent the link but it required a user name and password. I called CS again and was sent another link which I downloaded and it did no good. Incident No. 610****. I called CS again and the problem continued to go unresolved. I then downloaded the free version of Malwareites Anti-Malware and ran the program. It found 51 issues of malware, spyware and some viruses. Kaspersky had totally missed any of these. Malware was also able to get rid of the DNS Unlocker. I am very disappointed with Kaspersky Total Security which was advertised to me by Kaspersky as "Award Winning Anti-Malware: Blocks emerging viruses, spyware & more." When I installed Kaspersky in Feb 2016 I did not have any viruses or adware or malware because it was a new computer and I had run Malware and another anti-virus to make sure nothing ill was on it. I ran Kaspersky total scan several times just to be informed "Fully Protected" which it was not. I revealed all of this to CS but got an email back saying Kaspersky can't catch everything. Yet Free Malwarebites caught 51 problems and fixed them. I doubt I will resign up for Kaspersky again and right now I am wondering if my computer is left totally vulnerable given my reliance on Kaspersky Total Security. Presently I cannot count on Kaspersky to protect my computer in my opinion. You can check out all of the problems by referencing the emails I received with the incident number given above.
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Pros:
  • Fact i could get customer service on the phone easily
Cons:
  • Kaspersky couldnt find malware on my computer
Reason of review:
Bad quality
Tobiah Cgc
map-marker Torrance, California

Virus & malware protection my ***

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Updated by user May 08, 2016

sent them an email from their last contact in November and received an automated response that the ticket number referenced was closed. If I still needed help to file a new ticket number. just what I expected, they did not send the recovery disc I requested and they...

Original review May 07, 2016
Discovered malware (eBixsurf) on my laptop, reported to Kaspersky and they did a remote scan which they claim showed no virus or malware found. Multiple emails and attempts to get them to resolve the issue with only the same script dialog email to follow.
It also included an apology that they were sorry I was having a problem but they could not detect an issue.
Took the laptop to a professional computer diagnostic technician and they not only found the malware but found that it had spoofed itself into ten variations and that everytime they tried to clean one it would spoof up another versions. Infected root directory as well. the technician is now down to one version, but the cleaning tool they used cannot complete the task because Kaspersky is blocking the removal.
Six months plus and still can't used the laptop, thanks Kaspersky for the "totally worthless" Total Security package.
View full review
Loss:
$800
Cons:
  • Thought it was something that worked but did not
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

No help still from Kaspersky, the reply was scripted "previous ticket closed due to no reply, please submit a new service request".

If it wasn't automated the person who replied certainly didn't read that they laptop was unusable for the last six months (now seven).

Automated replies equal no customer service.

Anonymous
map-marker Santa Barbara, California

Kaspersky failed, but it will cost to correct

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I bought and had a professional shop load the Kespersky antivirus program on 5 of our computers. Somehow, something got into one of my laptop that Kespersky had failed to stop. A pop-up window saying Kaspersky downloading something----what ever it was downloading was unknown but the window was non-interactive----it just ran continuously and could not be stopped. A green bar kept cycling back and forth across the window indicating it was downloading-----but-----------what I could not decern? That process could not be stopped, but when I finally was able to reach Kespersky they wanted $99 to fix it. Since the cause was unknown, I could see this happening again and again and Kespersky laughing all the way to the bank Would I buy into Kespersky again------------------NO, and it looks like I'm hooked to a very expensive and non protecting antivirus program via Kespersky.
View full review
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Elmhurst, New York

Pain In My Online Time- Constant Kaspersky Pop Ups

I do not understand how Kaspersky can pop up on a constant basis whenever I go to my MSN homepage and tell me that MSN is not a safe site and you do not recognize their license. I am baffled by why Kaspersky has to start asking me to renew months in advance with a warning that my account is in jeopardy if I don't log into my GEEK Squad acct to renew immediately. I thought you were suppose to provide me with security, not be nuisance when I am working online or checking mail. What is your problem? If you don't know please find out and fix it. I am begging my husband at this point to go back to Norton who provided us with great security minus the inexperience you seem to provide your customers
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Anonymous
map-marker Minneapolis, Minnesota

Kaspersky Charged me double.

I have had a subscription to Kaspersky since 2012. In September of 2015 Kaspersky notified me that I needed to update to keep my computer protected. When I updated my Kaspersky quit working even though I had a few months left on my subscription. I contacted their customer service, and they told me I had to get another subscription. Then in December of 2015 I was told I would need to get another subscription, so I purchased that one. Then in February of 2016 I was told I my subscription would expire in 27 days even though I had just renewed in December of 2015. It turns out they charged me and were running 2 subscriptions at the same time. When I brought it to their attention, they told me they couldn't refund my money.
View full review
Loss:
$30
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous
map-marker Woodbridge, Virginia

Wont install

Like so many other people I have gotten no help whatsoever from customer service. I purchased total internet security. It installed itself but is telling me in is running in limited functionality mode. I need to activate it. When I try to activate it. I am prompted for a password. Only there is no password in existence. Customer service sent me to a tool to disable (the nonexistent) password. But that did absolutely nothing. SO now I have this software on my computer that has taken over windows security and wont let me run that. I can't uninstall it (without the password). Thanks to kaspersky I have no protection at all on my computer and can not install any, because it wont let me. I have never been so frustrated with software in my life. They not only took my money, but they disabled all my protection. Whatever you do, do not install this software. If you do you will regret it.
View full review
Reason of review:
Bad quality
Joseangel Hcq
map-marker Rochester, New York

Kaspersky problems

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Updated by user Nov 04, 2015

I did an online chat with Sharia M. She assured me that I would get an email within 5 minutes, as that would have the trouble shooting number.

It is now over 3 hours and no email. I asked what can I do if I don't get the email, she said just start another chat.

Guess I am now forced to remove Kaspersky.

I paid $99 for it.

This company sure knows how to rip off the consumer.

Original review Nov 04, 2015
I installed the Kaspersky program, and needed help. The only way I found to get help was to go to info@***.com and email them at least three times before I got a reply. That was when I found that getting support from Kaspersky was going to be hard. I needed help with my password. No emails were sent to get a temporary one. I gave up Norton for Kaspersky after finding out that Kaspersky is now the only one with at least a disk to install the program. My connection speed is extremely slow. It came highly recommended by Staples. Wish now that Norton came with a disk.
View full review
Loss:
$75
Pros:
  • Have a disk for installation
Cons:
  • Not finding customer service easily
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Dona Yja

Not sure why you would listen to some clerk at Staples. Paying for anti-virus/malware/adware software is just plain unnecessary.

You can get free ones online, eg., Avast, AVG and others.

Not sure why you would need a disk when, if you register the free versions, you can always install or re-install just by signing in and downloading again---or, just download a new copy. All in all, stay away from paid programs, especially Kaspersky, tho all of them have little in the way of customer service no matter how much you paid.

Anonymous
map-marker Richmond, California

Auto Renewal is a Complete Scam

In August 2014 I saw a charge go through my Paypal account for an auto renewal. I called Kaspersky and complained as I didn't recall setting this up - they actually went through Paypal account because my credit card number had changed.

How are they allowed to do that? I cancelled with Kaspersky over the phone and turned off auto renewal on PP. Skip to Aug 2015 and once again Kasperesky had charged my credit card again (and again, my cc number had changed). Customer service told that I had not cancelled the account last year (I have notes)!

So frustrating! We will see if they try and charge me again, next year.

View full review
Reason of review:
Poor customer service
4 comments
Guest

google "kaspersky" then click their paid ads as retribution.

Guest

Dont know who the *** i was talking to on phone. I got phone number off web page and had to ring because my internet security wouldnt download but i couldnt get into my aacount to check why because it wouldnt take my password.

The woman on the phone took all my details including date of birth. she also took over control of my laptop which went on for 3/4 hour. she then transfered me to another dept where a man took over my laptop asking why i had this on why i had that on . He then asked for the last 5 digits of my card i had paid with.

He evntually he said he could clean my laptop for £110. I said i couldnt afford that as im a pensioner so he reduced it to £100 and then £90 but told him again I could not afford that. He then said he couldnt help me download it because i wouldnt pay.

Im sure i was talking to some call center in india. Im now worried about the fact that they had all my personal details as well as the last 5 not 4 numbers of my credit card.

Guest

I've just had the same thing. Got rid of Kaspersky over a year ago and installed Macafee, with which I've had no issues at all.

I've had to keep going in to cancel the autorenewal for Kaspersky over and over again, yet today i find they've renewed and charged my credit card £35. Thieving Russian mafia bastards.

Guest

I cancelled services last year and haven't used kaspersky since. Found out today that I have been charged for two years in a row for it.

They will only refund this year's charges. They tried to get out of paying by saying they sent an email to me a month ago, but the only email I have received was sent this morning.

I never agreed to automatic renewal. I hope someone stops this scam!

View more comments (3)
Mirabella Bua

Kaspersky Customer Service Sucks

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I purchased a 4 year edition in 2012 and it quit working in July 2015. I spent two days on the phone with technical support, both individuals helping me were out of the country. Bottom line...my activation code would not work to re-activate my security and Kaspersky has refused to issue a new one because I do not have my original receipt. Yes, my product was registered with them and yes, it was the same computer from the original purchase. The registration of the product is not recognized by Kaspersky as proof of purchase and I keep getting prompted to buy a new edition. How convenient for them! They have quite a scam going with their poor customer service and their product "conveniently" crashing prior to it's expiration. DO NOT TRUST THEM!
View full review
Loss:
$250
Pros:
  • Uninstalling their software
Cons:
  • No support
Reason of review:
product failure & refusal to fix problem/attitude of Kaspersky

Preferred solution: I want to prevent other consumers from falling prey to this scam! Kaspersky does not care if their product serves you well, they just want your mone!

3 comments
Guest

Yes, I just had the same problem with their so called tech support. Kaspersky is a very good product, but unfortunately their off shore tech support staff are a bunch of incompetent loons.

They don't even have a customer service number to call, so there is no place to go for compaints of their tech support.

My problem was that the MyKaspersky web site is indicating my license has expired, but my Kaspersky desktop software indicates I have 144 days remaining. Tech support doesn't have a clue as to what the problem is or how to fix it.

Guest

Kaspersky's brand of "customer service" is amazing, and not in a good way. Yep, I spent $54 renewing my subscription yesterday.

It installed, but the application insists that my license expires at 11pm CST tonight. I paid the ransom to Kaspersky, but they didn't renew my license.

What a rip off. I do NOT recommend Kaspersky.

Guest

their tech support really is gawdawful. just terrible terrible.

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Anonymous
map-marker York, Pennsylvania

Support demanding more money

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We needed my wife's computer, which was under contract with Kaspersky, but which did not have up-to-date coverage (our fault) cleaned of multiple instances of problems. Contacted support (computer tech support) and they said the problem was complicated and we needed to sign a contract for their help. We already have a 5 year contract with iYogi and told them....they refused to fix the problems they had uncovered without a contract with us. So it sounds tome as if Kaspersky support is kind of a scam, where the companies they contract with to provide support do not do so without us paying them separately for their help. This is NOT "support" the way I always envisioned it....it sounds like a scam to me.
View full review
Loss:
$139
Cons:
  • Very poor customer service
  • Customer service
  • That their support demanded more money from us to help us
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Shelburne, Vermont

Poor contact, no solutions

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i have spent 3 days navigating through Kaspersky's customer service sales only to be told to contact technical support after finally reaching them. Technical support referred me back to sales. All service from people across the globe with heavy accents, some of whom had no understanding of my problem and required help with simple name spelling. I have had to call many times to speak to people who did not understand or help me. Each time I tried to call Kaspersky, there was no record of my previous calls or problem. A service called Iyogi got into my computer representing themselves as Kaspersky, tried to sell me technical support after telling me my computer was infected. When I did not buy it, my computer crashed. There is no recourse since all of my communications seemed to be in India. I will never use Kaspersky again.
View full review
Cons:
  • No support
Reason of review:
Poor customer service

Preferred solution: Clear communication based in U.S.

Anonymous
map-marker Corona, California

Scans Abort before finishing

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When Kaspersky Internet Security 2015 scans your machine, and discovers an 'encrypted archive', the program stops and prompts the user to 'skip' the file. If you're not there to respond to this prompt, Kaspersky eventually aborts the scan. Other apps, like Sophos, detect the encrypted files and log them, but continue the scan, and report at the end that 'issues detected'. So, you can never leave your Kaspersky unattended, or scheduled for midnight scans while you sleep - because it'll abort over encrypted files (that are common place, and no threat to your machine). Called Kaspersky, and sent them emails... all of which were non-supportive.
View full review
Loss:
$90
Cons:
  • Program
  • Software design
Reason of review:
Bad quality

Preferred solution: Fix the s/w design: detect and log 'encrypted archives', continue the scan without interuption, and report the discoveries in the summary.

Anonymous
map-marker Fort Lauderdale, Florida

UNAUTHORIZED CHARGES FOR SUBSCRIPTION RENEWALS

I RENEWED MY SUBSCRIPTION AT ONE COST AMOUNT. THEN, i WAS BILLED AGAIN FOR ANOTHER RENEWAL OF THE SAME SUBSCRIPTION, THIS TIME IN A LARGER DOLLAR AMOUNT. NOW I HAVE JUST BEEN BILLED AGAIN FOR AN EVEN LARGER AMOUNT FOR THE "AUTOMATIC RENEWAL" OF THE SAME SUBSCRIPTION. THEIR CUSTOMER SERVICE IN REPLY TO MY E-MAILS WRITES E-MAILS IN BROKEN ENGLISH USING FORM LETTER PARAGRAPHS. IS THIS THE TYPE OF COMPANY YOU WANT TO ESTABLISH SECURITY FOR YOUR COMPUTER ... STAY AWAY; I WISH I HAD! I AM STILL IN THE PROCESS OF DISPUTING TWO OF THE DUPLICATE CHARGES WITH MY CREDIT CARD COMPANY AND CAN'T GET KASPERSKY TO SIMPLY ISSUE A CREDIT TO THE ACCOUNT. ALL THEY KNOW HOW TO DO IS TO APPLY CHARGES TO AN ACCOUNT. FORGET ABOUT TRYING TO GET A CREDIT APPLIED.
View full review
Loss:
$150
Cons:
  • Inability to resolve billing issues
  • Duplicate billing
  • Very poor customer service
Reason of review:
Problems with payment

Preferred solution: Let the company propose a solution

Anonymous
map-marker Lakeville, Minnesota

Kaspersky Anti-Virus Review

Had Kaspersky anti virus on computer a few yrs back and we got rid or it after we couldn't get decent internet connection. Contacted Kaspersky and was told it was cancelled. Now 3 yrs later find they're still charging credit card. And I can't reach customer service to cancel. Finally stopped them thru Bank of America customer service.
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Reason of review:
Bad quality
Anonymous
map-marker Tampa, Florida

2015 Internet security did not work

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Bought the 2015 program from internet security. Down loaded the thing but about two weeks later something went wrong. Lost the icon on my desk top. Can't find the program in the files. Tried to remove and down load again. Didn't work. The buyer (Ebay) doesn't know anything and won't refund the money. Ebay doesn't know anything and won't help. They have a cut off time so I can't even send in a complaint ....shame on Ebay. And calls to Kaspersky go to the Philippines and know one knows anything. Just a bad company to deal with. Don't buy their products. thx Greg
View full review
Loss:
$13
Cons:
  • Program
Reason of review:
Poor customer service

Preferred solution: none. go to ***