Well, I've emailed and tried live support - no acknowledgement of this problem. They tried to help with a long list of instructions but I ended up reinstalling, anti virus disappeared, then live support said I didn't exist on their database and they just disappeared too. I've spent far too long on this already. I downloaded Kaspersky, it worked great first time and does everything it says on the tin. I hope you all get sorted soon.
And so the joke continues, the bitdefender update was supposed to be up and running by the end of April, we are now in June and us Vista 64bit users STILL cannot use Bullguard, what an utter waste of money it was taking out a Bullguard subscription, well my fingers have been burnt and I will continue with Avast, its free and it works with Vista, now thats value.
Not about Vista but my experience of the support from Bullguard surely makes them a standing joke in the anti-virus industry.
Two days ago I reported to them, with screen shots, that Windows Live detects a trojan when you click on the download trial link for the Backup product.
What followed was a pathetic string of emails starting with a standard response asking what the problem was, to which I asked if they had read my first email. This went around through three replies until they sent me a set of questions which included "what progam were you trying to download" and "We will need to have screenshots" - at which point I explained that I wasn't actually working from them I was trying to help them and if they read my first email with its attachment that they would have all these anwsers.
Then I made the stupid mistake of saying that no withstanding difficulty in downloading from that link I would STILL be interested to try the product was there some other way to get access to a copy.
They replied happily saying "sure" and directed me to the webpage and link which I HAD REPORTED IN THE FIRST PLACE HAD THE TROJAN ATTACHED !!!!
These people are off the planet and their support is a complete shambles.
Obviously I too have given up, like others on this forum, but thankfully no damage to my reputation.
My ticket number and title was: [Ticket #OQV-71396-636]: Trojan downloads from your web page
Not that I think that anyone from Bullguard has any interest, and if they have interest they don't appear to have any competence.
Cheers, Walter
Post Edited (walter.adamson) : 13-07-2007 01:42:12 GMT
The forum deals mostly with virus infections. For specific issues regarding BullGuard (e.g. update isues) I will kindly ask you to contact the Support Team directly via email or LiveChat. The response will be much faster than writing on the forum since you will receive an explanation for the problem as well as a fix, if available. This is because the Support Team receives the notifications directly from the System Administrators and Developers. The response time for all the issues is of one hour in 99% of the cases. I can assure you that the Support Team is doing everything possible to deal with each issue and treats all cases as a maximum priority so that every customer can receive the needed assistance. And when problems arise and there is no fix available for the moment, please understand that the issue immediately takes one of the first places in the list of priorities so that it will be fixed as soon as possible.
For BullGuard Partners: please contact your Sales person in BullGuard to find out the e-mail address that you can use in order to write to the Support Team. The response time for all BullGuard Partners is of 15 minutes for every problem reported.
This thread will now be locked and for specific problems I will kindly ask you to contact the Support Team exactly to find out the status/cause/fix for any encountered issue.
Thank you for your attention.Andrei M Microsoft Certified Professional BullGuard Support Team | support[at]bullguard[dot]com
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