Kaspersky Complaint - Customer Service nightmare
WOBURN, MASSACHUSETTS -- I purchased Kaspersky Anti-Virus 2010 in Nov. '09. Had initial problems completing the transaction with Digital River/Element 5/Kaspersky that very day and should have heard the bells go off. I did not and completed the purchase. It has been a worthless and regrettable experience since. I have had to hire computer technicians on two occasions. They have completely removed and reinstalled the program. Kaspersky keeps "losing" my key. The problem begins with a "blacklist is corrupted" window which suggests that I open Kaspersky and click the "fix it" button. At this point the error window appears saying that Kaspersky cannot find my user key and that the license does not exist.
I have attempted to solicit "customer service" from Kaspersky for resolving this issue. I call a toll free line, stay non hold for 10 minutes (each time) then briefly speak with a "customer service tech" who promptly says they will email me instructions with the fix. After having done this now three times-each time having to send them information with which they do nothing, I have determined that Kaspersky DOES NOT CARE. They have my money and my computer is unprotected with no resolution in sight.
They offer no means of quick resolution-you are stuck waiting on endless emails requesting information and tasks for you to complete to send them "for review". No solution is forthcoming. I am not a computer genius-but can follow and execute instructions. I have done as they asked to no avail, all I ask is for the necessary VERBAL support to get the product for which I have paid working, clearly the email routine-is cheaper for them but does not work.