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Lifetime License validation


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I bought from Newegg, not some shady ebay shop.  Malwarebytles is a fraud company stay away...  ANY company that sells a lifetime product, cancels your key and then asks for you to prove purchase is a joke.  Luckily I only lost $22.59 with taxes... still, the company should pay for screwing it's customers.  I sent an email explaining my story, it was responded to right away, once I mentioned I would be reviewing this experience... 3 days past and no more response.  This is supposed to be a security company?  They can't even keep track of buying customers...

My duty is to notify as many as possible to STAY CLEAR of these crooks.

I'd do small claims court if it was a more substantial amount... and they know this full well...

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I bought from Newegg, not some shady ebay shop.  ANY company that sells a lifetime product, cancels your key and then asks for you to prove purchase is a joke.  Luckily I only lost $22.59 with taxes... still, the company should pay for screwing it's customers.  I sent an email explaining my story, it was responded to right away, once I mentioned I would be reviewing this experience... 3 days past and no more response.  This is supposed to be a security company?  They can't even keep track of buying customers...

My duty is to notify as many as possible to STAY CLEAR of these crooks.

I'd do small claims court if it was a more substantial amount... and they know this full well...

 

but reviews work better, with enough reviews, we can remove a substantial amount of sales from the company - it should cost them more in the end than it cost the losing customers.

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Any company that sells lifetime keys and then 6 years later, blacklists them and makes you provide proof of purchase.. is a company that can't be trusted.  ESPECIALLY a security company.  Luckily I only lost $22 bucks.  LIFETIME.... and they couldn't manage 6 years.  Never buy lifetime anything from small companies.

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I'm sorry that you experienced problems validating your lifetime license.  Unfortunately early on the licensing system for Malwarebytes was much more primitive/basic and didn't have the capabilities that more modern licensing solutions provide.  There were also a lot of issues in the past with keygens, rampant piracy, license key theft through malware and other means and so verifying ownership of a lifetime key is very important, however once a key is validated it is grandfathered into the modern licensing system and tied to your account so that you should never have any issues with key validation again.  Unfortunately because of the past issues I mentioned, this also means that it is sadly not always possible to validate ownership without sufficient proof of purchase information.  This is why I always keep any emails, receipts and other information from any lifetime license products I buy, just in case there is an issue in the future in attempting to validate my license.

I am truly sorry that you ended up losing your license key and I am sure that Malwarebytes Support did all they could to aid you and I don't know the particulars of your case, but I do hope that you are able to somehow provide to them whatever information is required to get your license validated and linked to your account in the modern system.

Here on the forums we do not have access to the licensing system, so for anyone having any problems getting their license key to work or needing to look up their license key, please submit a support ticket by clicking the Submit a ticket link at the top of this page.

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This is a pretty old thread.  I understand that you are upset, but posting the same response to numerous threads here on the forums is not the way to get assistance.  Also be advised that the first response email to any support ticket that is created is generally from a bot/auto-reply function, not an actual support agent so this may be the reason 3 days past without a response, especially since the helpdesk has been very busy lately (it usually takes anywhere from 3 to 5 business days to get a response from a support agent as I understand it, and during holidays and weekends they are also short staffed so it is worse then and for a time afterwards as they return to work and try to get caught up).

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Yes I submitted a ticket and it was responded to but I mentioned I would be reviewing this experience and I haven't heard back in 3 days now.  I included a screenshot of my email receipt from Newegg.  If this is a known issue, there should at least be a system in place to quickly resolve it for paying customers.

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3 minutes ago, Edward5 said:

I haven't heard back in 3 days now. 

Support tickets can take a good 3-7 days as they do a lot more than just fix license issues.

Malwarebytes is not a small company now.

1 hour ago, Edward5 said:

Never buy lifetime anything from small companies.

Edited by Porthos
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I can respect that.  I can also see how easy it would be to include this approx. time frame for response in the auto-response. (which was 6 days ago)   Either way, it wasn't an auto-response, it was a person asking for proof of purchase 3 days ago... Robert S was his name.  I'm sure it can't be up to 5 business days to get a response after speaking with someone is it?  That would make for a conversation that could take a month.  It's 2020 lol... this isn't acceptable anymore.

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if a security company can't deal with paying customer keys (or fix it ultra quickly when something goes wrong)... their software has no business protecting anything.  Also, they are not a big company... 7 days to respond?  That means $$$ is scarce and they have a limited staff.  It's a catch 22... treat customers like this and make less $$ and in turn offer worse support; it's a downward spiral.  Companies need to learn to take losses for periods of time for the good of the long term business.  Customer reviews run business now.

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3 minutes ago, Edward5 said:

Yes I submitted a ticket and it was responded to but I mentioned I would be reviewing this experience and I haven't heard back in 3 days now.  I included a screenshot of my email receipt from Newegg.  If this is a known issue, there should at least be a system in place to quickly resolve it for paying customers.

It sounds like you provided proof of purchase so they should be able to validate your license.  I don't know what response you would expect from a member of Support when you mention creating a review, but since public relations isn't really their area of expertise I assume they probably aren't going to address that part of your message and will just deal with the license issue.

I am sorry that you've had a difficult experience, however I know that Malwarebytes are anything but scammers and have handled the license transition as well as can be expected given the circumstances, and in fact I have seen plenty of instances where they issued new lifetime keys to users who had their valid keys pirated/stolen, so it isn't about 'greed'.  Malwarebytes cares as little or even less about that $23 as you do I assure you, and they have nothing to gain from trying to get a handful of lifetime license customers to pony up for a yearly subscription.  Their current business model makes most of its profits from business volume sales, which is what finances the vast majority of the company, including the consumer version.  They aren't so desperate for funds that they would scam a lifetime license purchaser deliberately out of their lifetime license key, and I have seen plenty of occasions where they showed more than reasonable patience and generosity with users and customers, accommodating them with free licenses so I know it is not a scam.  They are hard working people who believe in what they do, and their primary goal is to develop great products to fight malware and protect privacy.  They aren't interested in nickel and diming every potential customer that they can get in front of, otherwise they would spend a LOT more on advertising/marketing, yet compared to most vendors, Malwarebytes hardly does any advertising at all.  They let word of mouth and their reputation speak for them, and while you obviously aren't a fan right now, if they truly were out to scam people there would be many more voices like yours out there shouting against them, yet this is not nor has it ever been the case.

I hope that your license issue is quickly resolved and that they are able to validate your license key, however if you wish to have a debate about the moral fiber of the company then this is the wrong place for that conversation.  You can do as you say and go right a review on an appropriate venue.  The customer help support forums is not the place for it.  This is where people reach out who require assistance and we help them.  The helpdesk where you created a support ticket is where Malwarebytes Support assists customers with issues, including with all license/subscription related queries.

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22 minutes ago, Edward5 said:

Also, they are not a big company... 7 days to respond? 

Support operates Mon-Fri and is not 24hr and we just came out of a  "holiday" on Monday and support was limited. Which is essentially a 3 day weekend. Support tickets are first in first out and and that means after a 3 day "weekend" support has to catch up.

Edited by Porthos
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That would be great if they totally ignore my statement about making a review and just fix the key issue.

business volume sales... .that is exactly what I bought - Newegg bought wholesale and I bought a copy from there... and if that is the majority of their business, then spend the $$$ to setup the system to deal with it.  A database of keys... come on.  I don/'t think they scammed anyone on purpose; I think they just don't care much or devote resources to this as much as getting new business and development.    I can respect that this isn't the forum for this but waiting day after day to get something installed on a computer leads people to try other avenues.

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I have no idea, but chances are if it is taking a while it is because they are either very busy (especially since we just had a national holiday here in the US during which they were no doubt short staffed as mentioned), or because it is taking time to get into contact with whoever it is they must check with on validating older retail lifetime keys.

Malwarebytes did a massive license migration sometime back during which most lifetime license customers upgraded their product to the latest version, went through a simple automated validation process, and received new license keys in the new format which would be tracked and maintained in the new system.  During this time the vast majority of Malwarebytes lifetime license customers were migrated into the new system and are now enjoying their lifetime licenses which are tied to their accounts and they will never have to deal with any questions about the validity of their licenses again.  Unfortunately there were many different sales channels for licenses in the early days, and all licenses were lifetime, so tracking down and validating every one of those keys, validating who it was provided to and when they sold it and to whom is all information that they must validate and that detective work can take time.  They have made great efforts to catalog as much of the old data as possible, however not every retailer/reseller was the best at keeping good records so this is where the challenge comes in and why they must be diligent in ensuring that each key they validate into the new system is truly legit, especially since there are a LOT of scammers out there still selling lifetime keys which are pirated or created by keygens.

I'm sure that they will validate your license, and I'm sure that it is taking a while for a reason, however I also believe that you just need to have a bit of patience and that it is too early to claim that you are being taken advantage of or ignored.  I don't know how busy they are right now and neither do you, so for either of us to assume that anything nefarious is going on would be premature and it is best to just wait and see what happens.  I'm sure that a member of the staff here on the forums can look up your support ticket and check on the status for you and find out what is going on and hopefully expedite things, but coming here and claiming that you were ripped off I think is jumping to conclusions at this point.

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No, what I meant by business volume sales is selling business products to corporate entities, governments and businesses that deploy and use the product, not resellers and retail channels for consumer licenses like Newegg and Amazon.  The consumer license/product makes up a small portion of the company's total revenue as I understand it, which makes sense as most security companies generate most of their income through business licenses these days (even the likes of Symantec, McAfee, Microsoft, Google and many others) because of the sheer volume.

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Sure it's taking a while for a reason and I've had days of patience but it would be a simple fix to just tell customers using their automated response system that... we are busy and it can take a week or more to respond. (even though you already spoke to an actual person... it can still may take a couple of weeks max to respond.)  but these types of turnarounds are silly... but don't leave anyone in the dark for days.  Most will draw the same conclusion.  Customers shouldn't have to pay for small companies that have a hard time making $ and can't hire enough staff to run the business.  it is THIS reason I believe that they are losing out.  I'm not alone in this treatment after reading customer reviews online.

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I understand that you are frustrated, and the current support situation is not ideal.  Frankly they do seem to be kind of overwhelmed right now.  This is one of the reasons I keep hoping that more users will come HERE for help instead of creating a ticket on the helpdesk, because I know that they have been pretty badly backed up for a while now.

The fact of the matter is, neither you nor I know the financials of this company.  It is entirely possible that they simply cannot afford, or just haven't completed their efforts to increase their support staff.  These longer delays are a fairly recent development so I expect that they are hiring more people (in fact, I just took a look at the career postings on the main site and they indeed are hiring for lots of positions right now, particularly in support services and customer success which are all related to assisting customers and potential customers).  I believe that they simply have more to deal with right now than they are equipped to, but they are ramping up hiring to improve the situation.

My hope is that more people will realize that the forums are here and skip the helpdesk as we can usually help with most issues (though obviously not license specific issues, as I mentioned since we have no access to the licensing system) and I guarantee that the vast majority of tickets they're having to deal with are the same kinds of technical issues that we solve every day here on the forums.

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19 minutes ago, exile360 said:

No, what I meant by business volume sales is selling business products to corporate entities, governments and businesses that deploy and use the product, not resellers and retail channels for consumer licenses like Newegg and Amazon.  The consumer license/product makes up a small portion of the company's total revenue as I understand it, which makes sense as most security companies generate most of their income through business licenses these days (even the likes of Symantec, McAfee, Microsoft, Google and many others) because of the sheer volume.

 

that makes sense - and also why they don't invest as much resources into it... which is why I gotta wait.  I just think they could handle this whole thing so much better by not leaving the customer in the dark for days.  The automated system would suffice.

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Unfortunately I believe the automated reply/email bot thing only responds initially with a generic reply.  They could drop something in there about the possible delay but they probably don't want to do that in case they are actually able to respond timely, which in most cases they probably can, at least for simple issues and quick fixes (they likely have macros to respond to multiple tickets/users with the same instructions for fixing common problems, at least that's how I'd do it if I were them, though I'd make sure to read each ticket thoroughly and not just the title to make sure that my instructions apply to the situation and that there are no further issues which need to be addressed).

In the case of a license validation, if I'm right about all the detective work necessary in some instances (like if Newegg wasn't great about keeping records back then, as I believe it was back when they first started allowing third party sellers on their site the way that Amazon, Wal-Mart and others now do in order to compete with ebay (and Amazon)) then that might also be a factor in your specific case, but I really don't know.  That's just my own speculation.

With that said, I have spoken with staff members about the support helpdesk situation and they are well aware of it, and it is my understanding that they are working diligently to improve things, but unfortunately it takes time to train people, especially when they have to learn the ins and outs of not only the product, but all products, as well as all of the systems, licensing, databases etc. so it's not exactly a quick process to go from being a new hire and jumping into helping customers.  I don't want to make excuses, but I have seen a change recently and I believe that Malwarebytes is simply adapting to this change as quickly as they are able and it's just rough going for a bit right now as they work to ramp things up.

Hopefully all this debate and frustration is for nothing and they will soon have everything sorted and moving at a faster pace, but in the meantime I just hope that more people find the forums first instead of thinking that they need to write an email directly to someone in the company to get the help they need, because in most instances this is not at all the case.  There are a lot of things that we can help with here, pretty much any technical issue, malware removal, diagnostics, crashes, bugfixes, troubleshooting, and even reporting feedback to the Product team (and yes, I will definitely be reporting on this issue with the helpdesk, though I know they are already aware of the problem).

Edited by exile360
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