» Internet & Web » Complaint / Review: Trend Micro - Non-existent customer support and lousy web site. #301832

Complaint / Review
Trend Micro
Non-existent customer support and lousy web site

I will say up front that they issued me a full refund the same day I called them, but...

I purchased Trend Micro's Anti-Virus Plus Anti-Spyware software on April 24. I installed it and while it was running, it was causing my e-mail client, Outlook to hang fact, I had to close down the Trend Micro software in order to use my email.

I searched their online database for help and could not find any. I submitted an "online case" and immediately received an automated reply indicating that they had received my case and that they would respond within 48 hours.

48 house went by and no response. I submitted another "online case" with the same question/information and received another automated response stating that they would respond within 48 hours. Again, 48 hours went by and no response. Of course, I checked my "junk mail box" just to make sure that it didn't slip by my regular inbox.

I submitted another online email to them this time to a different department - I forgot which one, explaining my problems - that I had not received any help, and that if they were unable or unwilling to help me with my problem, that I would just like a refund.

This is the email response I got:

Dear Mitchel,

This is Diana from Trend Micro Consumer Support.

I have reviewed your case and I understand that you want to have a refund.

If the purchase was done in less than 30 days, please go to the link below:

DR: Main? Sp=10107&pn=30&sid=16269

Have a great day!

Diana Ganal
Consumer Support Team
TrendLabs HQ, Trend Micro Incorporated

Still unable or unwilling to help me with their product, but at least they were gladly offering a refund. Not so easy, though.

I went to that link and they wanted my order # and my "password" that I used when I bought the product online. I had forgotten my password, so I tried one that might have been it. I got some kind of error message on the web site after entering the correct order # and the possible password. Nothing that said, "You have entered the wrong password. Nothing that allowed me to retrieve or change my password. Just some error message that was incomprehensible to me. I thought, "I am supposed to trust this company with my computer security? They can't even provide a web site that works?"

Anyway, later on I tried the link again, put in the correct order number and the possible password. This time, no error message, just the same web page with the password field blank. I assumed that that meant that I had the wrong password, but who knows. How hard is it for a web programmer to program something that says, "Sorry, that is an incorrect password, " and then give me something to retrieve my password with? Nope, just the same web page over and over.

OK, so now I did a search on their web page and found "How to retrieve a lost password." All you had to do was put in your order number and they would send by email your lost password. Not so easy!

I put in the correct order number, right from my receipt, and clicked on the button. I get a message that says, "No such order number found, " or something like that. I double and triple checked the order # from my printed receipt and still nothing.

So the next day I call customer service and after waiting on the phone for about 10 minutes, I spoke to a customer service agent. I explained the whole situation and he asked me if I wanted him to "walk me through" the problem (the original one I was having with my email). I said, "No, I have had enough with your company, just issue me a refund please." He said I would get one in 5-7 days, but actually I got a refund the same day on my PayPal account. So I have no problem with them issuing refunds.

I also asked him why they would not answer my emails with my technical question, when they promised a response withing 48 hours? He literally ignored my question and asked me if there was anything else he could do for me. He was cordial.

I would NOT recommend doing business with this company for two reasons: One, the product did not work well for me. Two, I had a simple question/problem and despite 2 or 3 "online cases" opened with technical support, and being promised a response within 48 hours, they completely ignored my problem and never answered any of my "online cases."

What a terrible way to to business. First, they lost my money and my business forever, and then, they lost other people's business because I will NEVER recommend this company and because people will read this post on this web site.

Offender: Trend Micro

Country: USA   State: California   City: Cupertino
Address: 10101 N. De Anza Blvd
Phone: 4082571500

Category: Internet & Web


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