Jump to content

Worst customer service EVER!


Recommended Posts

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.

Link to post
Share on other sites

  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  4. Place a checkmark next to Accept License Agreement and click Next
  5. You will be presented with a page stating, "Get Started!"
  6. Click the Advanced tab on the left column

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

    mbst_advanced_gather_logs.jpg
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    mbst_getting_logs.jpg
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

    mbst_log_saved_desktop.jpg
     
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:

     notify me.jpeg  

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

mb_attach.jpg.220985d559e943927cbe3c078b
 

One of our experts will be able to assist you shortly.

 

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

Spoiler

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

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

Link to post
Share on other sites

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.

Link to post
Share on other sites

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.

Link to post
Share on other sites

  • Root Admin

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

 

Link to post
Share on other sites

  • Staff

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).

Link to post
Share on other sites

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.

 

Link to post
Share on other sites

  • Staff
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.

Link to post
Share on other sites

  • Staff

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

Link to post
Share on other sites

  • Staff

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

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.