I purchased Panda Security AntiVirus 2010 on 8/24 at MircoCenter (a retail store). Panda Security claimed to be Windows 7 ready. It was not. But there was 30-day refund guarantee. On the packaging Panda had printed a false URL to apply for the refund (which Panda did not re-direct to a functioning web page).
I tracked them down and filed for a refund. Panda responded by telling me to send my proof-of-purchase to a US postal address, which was returned to me as undeliverable because they had moved away and it could not be forwarded! So I kept after them, and they sent me their correct address. Fortunately both times I used Certified Mail.
Then began weeks and months of neither sending the refund nor responding to communications by email and telephone. I even wrote to the feedbackCEO email address to CEO Juan Santana. He could have easily forwarded that message and said "this is unreasonable and disreputable of Panda Security, an Internet-security company; please take care of this customer ASAP." But no response at all from Santana.
After four months of no satisfaction I contacted the Better Business Bureau of Los Angeles. Almost like magic, I had an immediate response from Panda! It took another 2.5 weeks to post my refund check — exactly 5 months and one day after my purchase. Panda Security evaded by giving two false addresses (electronic and physical) and then reacted only when they were all-but-physically forced to do so because of formal complaint to a third party. BBB of LA was awesome and stayed on top of it through a very user-friendly electronic complaint process.
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