SAVE YOUR MONEY

[Wilfer]

I bought the premium service essentially for the VPN. I realized quickly that when they did a scan everyday they were coming up with the same two "potential" problems. This was rather odd because when I scanned using the free service it always came up with plenty of problems. I researched and realized that with windows10 and their windows defender the Mal Premium was redundant and unnecessary. But I kept it for the VPN. I had some problems, however, right from the start. It would every so often kick me off the internet, interrupting what I was doing as well as shutting itself off and negating its purpose. The straw that broke the camel's back was when it kicked me off the internet and I couldn't get back on. I went back to check a bout 4 or 5 times and each time it said my VPN was shut off. So i called my cable company and spent approximately an hour and a half (two different calls) trying all the things they suggested and nothing worked. I set up an appointment with them to have a tech come to my house in a number of days later. After I got off the phone, even though my VPN was not on, I thought why not uninstall it, which I did. Voila! I was surprise because just like that I was back on the internet. The following day I asked for a refund from Malwarebytes. They told me I would receive it in 2 -7 days. That was 5 weeks ago. They don't handle it themselves and you have no phone number you can call and they keep telling me it's on its way, but nothing ever comes. I highly advise, stay away.

[Porthos]

@Wilfer Do you have your support ticket number so we can have someone look into your refund?

[Wilfer]

As I stated, they've opened and closed my ticket a number of times and of course with each change the ticket number has changed. I believe the last ticket that was closed was 4153911. That was in an email from Tina in support, sent to me 2/14, telling me my refund was sent that day. Of course she told me to let her know if I didn't get my refund. How I was supposed to do that when she closed the ticket is a mystery to me. Oh, she also told me this would never happen again. I see she was wrong. I'm getting used to that.

 

William Ferro

[AdvancedSetup]

Sorry to hear of your troubles @Wilfer

I have sent an internal memo to support management to see if there is anything more we can do on our end.

Thank you

 

[Wilfer]

At this point it's really no longer about the refund, which is not a lot of money to begin with. Now it's about getting jerked around. I've seldom dealt with a company with such bad customer service and frankly I stand by what I said about the product being a waste of money. I found out that it's redundant as Windows offers the same security at no cost. As to the VPN, which is the reason I bought the service in the first place, it has bugs galore. Anyway, I've made myself heard with a complaint to the BBB of Santa Clara, Ca and a BBB complaint about the company that they outsource to called 2Checkout, in Ga. I will continue to post reviews on social media and wherever I can

. I think people should know the kind of company they are dealing with. And by the way, what kind of company doesn't provide a phone number or chat for their customers. Tells you something, doesn't it.

[dprout69]

On 2/19/2023 at 8:42 AM, Wilfer said:

And by the way, what kind of company doesn't provide a phone number or chat for their customers. Tells you something, doesn't it.

Im old enough to remember when you used to call a customer service number and someone would pick up the phone.  Thats right!  You wouldn't have to press anything on your phone except the number to call them.  They then started to incorporate the press 1 to do this and press 2 for that, but they always gave you 0 for customer service or an operator.  In later years, they began leaving off the option to press 0, but 0 still worked.  During the beginning of the pandemic, A LOT of companies started to make it next to impossible to get to speak to anyone live without smashing your head into the phone and hopefully and randomly unlocking the magical world of customer service.  In the last year, companies have begun hiding their phone numbers altogether and further dont offer anything else like email and chat.  They dont even offer a way to get a hold of them anymore.  This needs to stop.  Mark my words the next phase will be AI telling you, "No we dont owe you a refund and further we are going to deduct a fee from your account just for using AI.  Do you agree?"  "If you say another word it will be considered verbal consent."  "If you say nothing it will be verbal consent."  "If you hangup it will be verbal consent..."  Seriously guys, we are all responsible for the world we are creating and living in... customer service is a very small price to pay for sanity.

[Wilfer]

I wholeheartedly agree dprout69.

[Wilfer]

I don't know if my post is still up, because aside from going through my notifications I can't find it. I don't know if this will even be read, but I want to give an update. Today is day 47 and counting, since I requested my refund and was told it would be sent in 2 to 7 days. Haha on me. The amount is too small to be purposeful, so I can only attribute it to incompetence. With all the people I've spoken to or texted with still no result, the level of incompetence must be gargantuan.

[Wilfer]

I wanted to send an update on something I wrote about a month ago titled "Save Your Money" and I keep getting censored by Malwarebytes calling it spam. This is consistent with the type of company that I know Malwarebytes to be. I'll try a shorter and different version.

Two months ago, on 1/11 Malwarenytes said they would send a refund in 2 to 7 days. Since then Malwarebytes has sent me 32 emails (they don't give you a phone number to call) and I've sent them 40. They also sent me a response to a BBB complaint, Every time they apologize and say it will be on priority status and will be sent right away. Nope, ain't happened. They farm out their financials to a company called 2Checkout and they have sent me 25 emails and I've sent them 35. They also sent three responses through the BBB. The funniest was the first one about two weeks ago. They said it would be processed in the next 8 business hours. Nope, didn't happen. I also got a phone number for 2Checkout and have called them 9 times and have spoken to 9 different reps and two supervisors. Nada.

So if any of you are thinking about Malwarebytes I know they have some good reviews, but check around because there are much better products out there and as far as customer service I can't imagine any companies being worse than Malwarebytes and 2Checkout. 

[David H. Lipman]

There is no censorship.  The Malwarebytes' Forum incorporates the Clean Talk anti spam filtering software because Forums in general and the this Forum (an anti malware and product support venue) is a target of spam posts and sometimes has been flooded by spam posts.  You don't see them because the Staff, Moderators and Clean Talk mitigates it.  Examples are;  Gambling, Airlines, Sex Trade/Escorts, products, Search Engine Optimization and for other reasons.

If there is a is something that keeps on getting blocked, you can do this...

[Wilfer]

As you can see from my post I have no confidence in anything Malwarebytes does as a company. I found their product very lacking and their customer service is beyond the pale. So with my explanation of how they have dropped the ball for two months now you're concerned because I mentioned them censoring me, which was decidedly not spam. I see where your values lie.

[David H. Lipman]

I am not an employee.  There is nothing I can do to help you with dealing with Malwarebytes' Support.  I am just trying to provide you with a methodology to get your "voice" through IFF you are posting legitimate information the Clean Talk software may be blocking inadvertently.  Nothing more, nothing less.

My values lie in truth and information.  Especially concerting malware, Cyber Crime, malicious activity, etc.

I wish I can say the Malwarebytes has the Best Support anywhere. If there are events and evidence to show that Support has areas that can be improved and Clean Talk is inadvertently blocking the text, and thus the post, to provide that I am trying to assist you.

 

Edited March 13, 2023 by David H. Lipman
Edited for content, clarity, spelling and/or grammar

[Wilfer]

Everything I posted was 100% true and legitimate. I found it strange that the part that I had to eliminate to get posted was the description of the problems I had with their products.

[AdvancedSetup]

Hello @Wilfer

The system is all automated. No one is censoring your posts. I can empathize with the troubles you've had but again, no one is censoring your posts. We are one of the very few that does not. There are many company forums that do delete your posts for anything they don't like that is negative, but Malwarebytes has always allowed posts as long as the customer is not using foul language or abusing others on the forum.

Thank you

 

[Wilfer]

Then maybe they need another algorithm. I absolutely did not use any foul language nor did I disparage or even name any individual. 

[AdvancedSetup]

I feel you, I do. But had you been around the forums before we used the software your post would be drowned out because we were getting over 200 posts a day every single day with some rather annoying posts. We get about maybe two customers a week that are blocked by accident. No program is perfect but without it you'd have no voice here period.

 

[Wilfer]

Look, what I am saying is that it was annoying because I knew I wasn't posting spam. However, it was no where near as annoying as dealing with Malwarebyte's customer service. I do get your point. If you want to go back and change the subject to SAVE YOUR MONEY I'm fine with that.

[Porthos]

1 minute ago, Wilfer said:

If you want to go back and change the subject to SAVE YOUR MONEY I'm fine with that.

The latest post has already been merged with the save your money topic. Scroll to the top of the topic and you will see that.