Customer Support for Cybersecurity Solutions

• Many users describe positive interactions with support staff.
• Users frequently praise Bitdefender's support staff for being helpful, responsive, professional, and efficient.

However, some negative sentiment is also expressed.

• A few users report encountering unhelpful or rude support staff.
• Other users describe frustrating experiences related to account issues, such as having accounts closed after payments were processed or difficulty cancelling automatic renewals.
• One user expresses dissatisfaction with Bitdefender’s support for their GravityZone product, finding it difficult to get help resolving issues with the cloud portal.
• One user reports that it took them nearly a month to resolve several issues through Bitdefender's customer support.

• Users describe the support as excellent, helpful, and responsive.

However, there are a couple of instances of negative feedback.

• One user reported slow initial support in the Europe region, which improved after new teams were hired.
• Another user expressed dissatisfaction with the support and sales team, citing a lack of support and denial of a second demo.

• Users compliment the support staff's helpfulness and knowledge.
• Users also praise ESET's engineers, describing them as "top-flight" and easy to understand.

However, some negative sentiment is expressed, particularly around difficulty contacting support and a perceived decline in customer service quality.

• One user had a frustrating experience with the transition from client-server support to web-based support.
• Other users express frustration with a lack of clarity surrounding product names and which devices were covered by their licenses.
• Several users complain about the lack of phone support and difficulty using the chat feature.

• The majority of users who mentioned Kaspersky's customer support report positive experiences.

However, there is also negative sentiment expressed.

• Users describe the support staff as helpful, efficient, knowledgeable, and professional.
• One user, who uses Kaspersky on their Android phone, describes an extremely negative experience involving excessive login prompts and difficulty contacting customer support.
• Another user, while initially happy with the customer service they received, reports having a very negative experience with a rude and impatient representative during a follow-up call.
• Some users report that Kaspersky’s instructions regarding multi-device management and the renewal process were unclear or difficult to follow.
• One user finds Kaspersky’s customer support to be impersonal and frustrating because of its reliance on chatbots and online forms rather than direct communication with a human representative.

• Users consistently describe their experiences in positive terms.
• Users frequently use words like "excellent," "helpful," "professional," "patient," and "responsive" to describe Malwarebytes' customer service....
• Several users praise Malwarebytes' customer support staff for going above and beyond to resolve issues.

However, there is also a small amount of negative feedback.

• A few users express frustration with difficulty contacting support or receiving a timely response.
• One user complains about Malwarebytes' aggressive marketing tactics in the free version of their software.
• Another user criticizes Malwarebytes' practice of automatically renewing subscriptions without providing adequate notice.
• Some users express a desire for more comprehensive reporting features, such as detailed reports on patches installed and threats removed.
• A few users find the process of writing exception policies to be too complex.

• Few positive comments praising the helpfulness of the support staff and the ease of using Webroot's interface.

However, there is also significant negative feedback, primarily concerning difficulty contacting support and a lack of responsiveness from Webroot.

• One user reports being unable to reach anyone by phone or voicemail despite being double charged on their credit card.
• Another user describes spending over an hour on hold attempting to resolve an account issue.
• One user complains that their only option for getting support is through Webroot’s website, which they have difficulty navigating due to a vision problem.
• One user finds Webroot's messaging and information about its services unclear, reporting difficulty understanding what they were paying for and how to access basic information.