After years of trying to use the company CyberDefender as a resource to keep our computers up and running, we have finally run out of patience this evening and have decided to swallow our losses and seek computer services elsewhere. Do not allow yourselves to get pulled into this never ending source of problems.
CyberDefender is its own worst enemy! Our major complaints are as follows: Continually changed service contracts always to the company's favor & financial gain - Contacting the company for help was nearly impossible - Phone operators are in India, Europe, all over the USA and none of them have access to the same records - No matter how many times we provided information, there was always a mistake in the email address - phone # - contract type, etc. - Letters from supervisors with special instructions and codes meant nothing to the countless agents we had to deal with - Tech support people were generally quite good but they were over scheduled - we were told that we had to wait three days for help - our computers were tied up for hours on end - Each new agent insisted that we needed to start a "new contract" - Non-refundable startup fees were a surprise to us - language barrier with many agents - supervisors have little or no authority (just a different agent) - the entire company seems to be disjointed and not connected - the right hand doesn't know what the left hand is doing - we paid fees on top of fees because agents told us we needed to begin new contracts - CD records showed three or four different expiration dates -
The straw that broke our backs tonight came when an CD agent said our most recent contract had been cancelled because a monthly fee five months ago was not authorized, due to ID theft on our bank acct. That voided the entire contract and CyberDefender gets to keep the $250.00 start up fee we paid. We knew nothing about any of this until we called for tech service tonight. I asked why we were not notified about this. They had our email address listed incorrectly. I asked why they didn't call or send a note. (We have had the same address & phone # for 36 years.) The supervisor told us this is the age of computers!!! However, he did say that we should have called them when we did not see a payment deduction for the one month when we had the ID theft.
With that, my husband and I, two retired school teachers, said we had had enough. They can have the money that their greed so desires! They earned their bankruptcy.
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