Bitdefender
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They need to do better.
Bitdefender decided to bill me via auto-renewal at least 15 days before my subscription ended. They then, rolled those days over to the current subscription and thought they'd done me a solid. What they'd actually done, is put me into a slight financial predicament because I arrange my bills to come out at set parts of the month. I went through the app to cancel and refund, no option. I found an option on the website which allows you to submit a ticket for a refund, but the page failed to work whenever you'd hit submit. In the end, I had to call them to resolve the issue. I asked for a confirmation e-mail of that conversation for my own safekeeping, so I had it in writing I'd requested a refund the day of the bill coming out, had to wait far too long to get it. I was then put onto a loyalty and retention team to try and stop me from leaving, where they offered me a 50% (close to what new customers pay, so not a huge gesture really) off for the subscription, meaning a partial refund. I responded to that e-mail on the 11th of July between 3 - 4pm BST. I then had to wait until today, the 14th of July, to get a confirmation e-mail informing me of my refund. The entire process is simply ridiculous, and putting me onto a retention team via e-mail when this exact sort of thing could be handled via the app or website instead is just strange. It feels as if, by design, they're trying to make it as difficult as possible for you to cancel or refund, and that for me makes the customer experience atrocious, regardless of how good BD is as a secondary peace-of-mind Anti-Virus. Giving them two stars, the customer experience needs to be vastly improved before I even consider changing the rating.