Worst customer service EVER!

[ScottAtlanta]

Everything's great until you have a problem.  No sweat, just call Malwarebytes.  Oops, they don't provide a phone number!  Ok, send an email.  Oops, they don't respond!  Hey, try chat - oops, you're number 7315 in the queue with a wait time of 24 years.

I got a renewal notice that said, "Just for you!  $89 for TWO years' protection".  Yay!  Clicked the link, entered my information ... guess what.  They gave me one year for $49.95.  Yay.  Well, dammit, I want TWO years, as they promised.  This should be simple to resolve - I'll just contact Malwarebytes and they'll be happy to help.

Except you CAN'T contact them.  Clever strategy if you don't stand by your product.

Last time with Malwarebytes.  There are plenty of other malware-prevention fish in this sea.

[Malwarebytes]

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[Porthos]

14 minutes ago, ScottAtlanta said:

Except you CAN'T contact them. 

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Support can take 3-5 days.

[ScottAtlanta]

Thanks for nothing, Portos.  As if I haven't already tried that.  Read posts more carefully.

[Porthos]

1 minute ago, ScottAtlanta said:

Thanks for nothing, Portos.  As if I haven't already tried that.  Read posts more carefully.

If you used that exact link, You should have received a ticket number. Did you receive that?

[ScottAtlanta]

I'm not here to debate you, dude.  Yes, I did, and I've heard NOTHING back.

And if you think a response in 3-5 business days is good customer service, I've got some ocean-front property in Missouri to sell you ... two acres for only $89.95.

If Malwarebytes really cared about customer service, THEY would contact ME to look for satisfactory resolution.  Wanna bet I never hear from them?

Bye.

[Porthos]

Just now, ScottAtlanta said:

Yes, I did, and I've heard NOTHING back.

Check your spam/junk folders. The ticket number generation is immediate.

[ScottAtlanta]

Nice non sequitur to my comments.

[exile360]

If you can provide the ticket number a member of the staff here on the forums can investigate and expedite your ticket to get the issue resolved.

[AdvancedSetup]

Hello @ScottAtlanta

I'm sorry to hear you're having issues. I've reviewed the Support desk and you only have 1 ticket back from Aug 2017. There is no new ticket that I can find under  the email address provided here on the forums.

If you can please send me a private message with your email address if you've used another account and I"ll be happy to look it up and check on it for you.

Thank you

 

[ScottAtlanta]

I'm sorry I had to go these lengths to get some attention to my issue but AdvancedSetUp worked it diligently and got the issue resolved.  Thanks to him/her.

I wish a simple phone call could've been made but it is what it is.

[exile360]

Unfortunately Malwarebytes does not offer phone support for home users, however they do offer chat when available, the forums here, and the helpdesk ticketing system where any user can submit a support request to receive assistance via email (which is where anyone with any sort of licensing/purchase issues should go as they have direct access to the licensing system; something we do not have here on the forums though we should be able to assist with any technical product issues).

[Porthos]

18 minutes ago, exile360 said:

the helpdesk ticketing system where any user can submit a support request to receive assistance via email

I do not know if the old direct email support system even exists any more. The OP mentioned emailing support and got no answer. As far as I know the ticket system is the only way for users to get any email support.

And I also read somewhere that the chat system only works when the agents are not working tickets.

 

[exile360]

1 minute ago, Porthos said:

I do not know if the old direct email support system even exists any more. The OP mentioned emailing support and got no answer. As far as I know the ticket system is the only way for users to get any email support.

And I also read somewhere that the chat system only works when the agents are not working tickets.

Right, my point is that you fill out the form by clicking the Submit a ticket button at the top of this page and you will be contacted via email by Support directly.  That is what should be done for anyone having any issues related to licensing, billing, or purchases.

[exile360]

By the way, this is also why the automated bot responds with the following as can be seen from the first automated response to this very topic that we are now responding to:

If you are having licensing issues, please do the following: 

  Hide contents

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

[exile360]

And if you click the Reveal hidden contents link it shows the following:

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key