Jump to content

Does Anybody ever respond to support tickets?


Recommended Posts

I've submitted 4 support tickets in the last week and have received an automated response to each one indicating a staff member would contact me, but nothing. The first ticket was 6 days ago.  One business week for a response from a human for a paid product is ludicrous.  I want to cancel my subscription, but it was paid for for the entire year.

 

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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler
  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

37 minutes ago, SteveMcGreg said:

I've submitted 4 support tickets in the last week and have received an automated response to each one indicating a staff member would contact me, but nothing.

It can take 5-7 business days for a response and sending additional tickets will extend that.

 

We can assist in most cases a lot quicker here. That is a reason this forum exists.

What issues are you having?

Link to post
Share on other sites

36 minutes ago, Porthos said:

It can take 5-7 business days for a response and sending additional tickets will extend that.

 

We can assist in most cases a lot quicker here. That is a reason this forum exists.

What issues are you having?

Well, it would be nice if that was stated up front if it's the case. 

It's really not something that you can help me with here.  It is an autorenew billing issue that was applied to the wrong CC.  It needs to be changed and that's something only the billing dept can do.  It's time sensitive, so, I will probably just need to dispute it.  Thanks for the response.  For a paid product, it shouldn't be this way.

Link to post
Share on other sites

2 minutes ago, SteveMcGreg said:

It's really not something that you can help me with here.  It is an autorenew billing issue that was applied to the wrong CC.  It needs to be changed and that's something only the billing dept can do.  It's time sensitive, so, I will probably just need to dispute it.  Thanks for the response.  For a paid product, it shouldn't be this way.

Please post the ticket number and I will have someone look into it.

3 minutes ago, SteveMcGreg said:

Well, it would be nice if that was stated up front if it's the case. 

 

2020-08-28_16h54_34.png

Link to post
Share on other sites

56 minutes ago, Porthos said:

It can take 5-7 business days for a response and sending additional tickets will extend that.

 

We can assist in most cases a lot quicker here. That is a reason this forum exists.

What issues are you having?

Really?... OK.  The original ticket was

3163737

Thanks very much.

 

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.