- Report: #647368
Report - Rebuttal - Arbitrate
Complaint Review: Kaspersky Labs
Kaspersky Labs500 Unicorn Park Drive Woburn, Massachusetts United States of America
Kaspersky Labs Their Anti-Virus Software Fails to Protect Against Viruses! Woburn, Massachusetts
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In 2009, I used Kaspersky's anti-virus, anti-spam product. It protected against many things that can infect your home computer. I felt it was well worth the $59.99 for the year. And, since I work at home, it is tax-deductible.
When it was time to renew it in 2010, the price had gone up to $79.99; but I still felt it was worth it and renewed. However, it seemed like once a week, the program would demand that I update everything. This often took 20 minutes. Since I never knew when this would happen, I ran the risk of being late for my log-in time, and so I was having to begin the process earlier and earlier each day. It was annoying, but I felt this was a small price to pay to have such great protection.
Around August 1, even though I had always performed my updates, I got a message demanding that I update, yet the system would not permit me to do so. All the reboots, unplugging, etc., did not help. The system still demanded I update it, and still would not allow me to do so. Evidently a massive virus had somehow gotten through.
Fortunately I do have the option of working in my main worksite building, so I plugged in there. A friend who works there, who also has worked on some of their systems, tried to untangle this mess. After several hours, he took my computer home to scrub it and lent me one of his.
I ultimately decided I really liked the loaner, so we worked out a really good deal. I wrote to Kaspersky explaining how their anti-virus software had failed me, and asking them to pro-rate the balance of the service and refund my account. This was their response:
"Thank you for contacting the Kaspersky Lab online store. We have received your request for a refund on order number XXXXXXXXXX. Please accept our apologies; the Kaspersky Lab online store provides a period of 14 days for evaluation of most products. After 14 days the refund period ends and is strictly enforced. This is outlined in our refund policy located at: http://store.digitalriver.com/store/kasperus/en_US/DisplayReturnAndCancellationsPage Sincerely, Reynalyn P. Kaspersky Lab online store Customer Service firstname.lastname@example.org Email ID: XXXXXXXXXX"
Apparently they expect their product to be good only for 14 days, and then you are on your own. You know what? I have had fruit in my refrigerator that lasted longer than that!
This report was posted on Ripoff Report on 10/04/2010 09:20 AM and is a permanent record located here: http://www.ripoffreport.com/r/Kaspersky-Labs/Woburn-Massachusetts-01801/Kaspersky-Labs-Their-Anti-Virus-Software-Fails-to-Protect-Against-Viruses-Woburn-Massac-647368. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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