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  • 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:

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  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:

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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

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  • Root Admin

Hello @adicretzu

Due to the Holiday Season and most of the support staff being on vacation it could potentially take about two weeks before a support agent replies to your ticket.

Sorry for the delay but they will provide a full refund once they're back to work and able to respond.

Thank you for your patience

Cheers and Happy Holidays

 

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28 minutes ago, adicretzu said:

Still no reply from my tichet, it's been like 8 days? Is the support working on this company?

They have been out for the holidays. You were advised it would take a while.

On 12/28/2021 at 4:18 AM, AdvancedSetup said:

Due to the Holiday Season and most of the support staff being on vacation it could potentially take about two weeks before a support agent replies to your ticket.

Sorry for the delay but they will provide a full refund once they're back to work and able to respond.

 

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15 minutes ago, Porthos said:

They have been out for the holidays. You were advised it would take a while.

 

In my country holydays in winter season is one week, and at big companies like this usualy the employees change one each other especially for support. 

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  • Root Admin

We'll gladly accept $2 million to hire more employees to help support our 25 million customers 😁

Unfortunately there really isn't much I can do to help you. We only have so many employees to assist at this time.

Again, there is no loss for you aside from being patient and waiting. We will provide your refund once your ticket is assigned to an available support agent.

Thank you again

 

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Still in holidays? I would like to work at your company in refund department to have 14 days holidays in winter season. Where i work if i dont answer to client in 24 hours i am fired in 48 hours LOL. 

Oh...but it seems like this is your usual practice and i am not the first customer complaining about the refund ticket and how much it takes to be resolved. I see that here on forum the staff is prety fast on replying, but you have the policy to block the clients money for bank interest.

Be aware if you dont resolve this urgently i can make you a ,,good advertisement" all over the internet on the specialized sites, and i make it for free, i dont need money from you. I make this for my 50 euros that i lost with your superficial company, even if i risk to not receiveing my money back. And belive me i am a man of my word, i really dont give a s...t of the 50 euros, i lost alot more in my life but i dont like to be fooled for nothing, even for 5 euros. I prefer to give it to poor people instead.

Time limit 10 January!!!! After that i make the internet full of you ,,good refund policy" and how much it takes to resolve a tiket.bullshit.thumb.jpg.035efaaf6109efe2fcd7575255b89672.jpg

Tiket number: 3689826 

Best Regards! 

P.S. it's been 11 days from my opened ticket!

 

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Patience [ /ˈpāSHəns/ ] 
 
noun: patience
1.
the capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.
"you can find bargains if you have the patience to sift through the dross"
 
 
 
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Well this is the first time i hear that the Malwarebytes security have a firewall. Unfortunately i already bought a one year subscription from another company :( . Maybe you should consider to make the firewall more visible on site or integrate it in the security suite will be much easier to use, not having 2 different programs. It's just my nOOb opinion. BTW i like the add blocker and anti tracker form the browser extension.

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1 minute ago, adicretzu said:

Why you didnt put a download link with the firewall where users download the AV security?

Because even though it is owned by Malwarebytes the other company (Binisoft) distributes and supports it.

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