For the record I have made one purchase from the Kaspersky USA website in the past. I mistakenly purchased the antivirus product instead of the security suite. I think this was in 2009. When I tried to obtain a refund or to just pay the difference in product price I was given a song and dance routine. I never received a refund for that mistaken purchase.
At the time both Kaspersky USA & Global were doing a few less than reputable things on their websites. The USA website had taken things a bit further. There was a fine line between shady and legitimate. Granted many other security companies have been close to crossing that line over the years.
Either way I chalked that mistake up to a lesson learned. A $45 or so lesson that hurt a bit. My point is the USA side of Kaspersky has never seemed as reputable to me as their United Kingdom and Russian counterparts. In the past I’ve used the support services of both with great results. Kaspersky is a Russian company that has expanded around the globe.
In my first reply email I told the support staff I would do their job for them. I linked the support FAQ for my exact issue. After that is when I received an email from Joshua Izzi. As I ended up telling him in my last email. I’d tend to bet I was using and promoting Kaspersky products long before he joined the company or the vendor who provides support services.
No one should ever be given the support song and dance – copy & paste answers – long hold times on the phone – told they have to jump through hoops to get their problem resolved etc etc. Most of us have all dealt with the nightmare of support. The people employed to solve our problems tend to just make them worse. Management that values profit over loyal repeat customers are also to blame. You don’t make profit year after year by pissing off good customers.
Then again Kaspersky should have given me a lifetime license years ago for my efforts to promote their product in the early days. Not to mention the amount of time I’ve spent offering support for the their product in various forums. I haven’t done any serious beta testing for a few years. Used to be a testing guinea pig for their beta builds.
Just in case no one got the point from all the words above – let me state it uncensored and simple. I’m tired of big corporations treating customers like garbage!! Stop treating customers like cattle you are herding though a gate.
This was a very simple issue that should have been resolved with one email. It has now been blown out of proportion do to the buck being passed and support that waste everyones time.
I’ve purchased a valid license good for 3 machines. I have only activated the license on 2 computers. We only have 2 running in our home. A paying customer who has done nothing wrong is being accused of activating a license 10 times. I’d sure like to be shown where I applied that license to all these imaginary machines.
A quick additional note. As I have stated multiple times above I have contacted support. For those who may not be clear about this – that has done nothing to resolve the issue. I thought that would have been very clear after reading what I have written. As I mentioned I have also tried to contact support using another email address on the website. No reply with a solution, apology or updated license key has entered my inbox.
For those who leave comments. Rarely if ever do I approve comments that include a URL to another website. Most of the time this is just someone trying to drive advertising revenue away from my site to theirs.