ATTN:
Kevin Goodwin
Director, Malwarebytes Consumer Support

This is the first, of many, posts to online forums where I will share my dismal experience with Malwarebytes. This will continue unless and until you honor your promise. Period.

You have a lot of pissed off customers. I am now one of them unless you correct this problem. It is beyond me why any organization today would risk their well-being with such poor service. Your product isn't bad, your customer support and lack of business ethics are the problem.

Should I keep posting? There are also other remedies available should you choose to ignore me hoping I'll go away. Your move.
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Posted February 13,2018

Where do I begin. As soon as I purchased a subscription, I started having problems with Real-Time Protection. I emailed, repeatedly, to no avail. At the time, you were able to call their support line, but only received voicemail, which they never monitored. Now they don't even offer phone support. I guess that tells you something about their claim to provide quality customer support.

I eventually was able to solve the problem - on my own - and then, magically, "Andy" with Malwarebytes contacted me to see about resolving the problem. I informed him I was able to resolve the issue, and he promised, in writing, to extend my license period for the amount of time I experienced problems, plus another six (6) months. This was last June 2017.

Now I am getting daily popups notifying me that my license expires (now in 11 days). I reached out to Malwarebytes including all of the previous emails so they could see the history of the problem, and that I was not simply attempting to get something for nothing. The only reply was from "Jeremy" who provided a list of "fixes" for the real-time protection problem. I replied and said the problem had been resolved, and that the primary issue was the license extension. No response.

I have sent several emails asking for a reply, and also addressed one to Kevin Goodwin, Director, Malwarebytes Customer Support. The response? Nothing. Nada. I even asked in my emails if they cared about their reputation since they seemed to have a problem providing customer support. Still. Crickets.

It is absolutelty pitiful they way they run their business. Anyone thinking about subscribing to their service; don't. Not unless you do not require any support.

Bottom line: good news travels. Bad news travels fast. I will share this story with anyone who cares to listen.

On 7-24-16 I bought malwarebytes premium to renew my protection for my computer. It seemed to install fine and said I had 365 days of protection. Just today it was running a update and scan and the program said it was expired and wanted to direct me to a website to buy a upgrade.

I went to the website to see if I could find a contact number to call for tech support. There were no numbers listed for anything. So I did a google search and found a tech support number and called it.

When I called it the connection was very staticy, there was considerable background noise from others talking, and the person I talked to was clearly from India. He had a very thick accent and between the static, background noise, and his accent I had a hard time understanding him at all. But I attempted to follow his instructions.

I explained that I had just bought the software and installed it and that it seemed to be expired. He proceeded to want me to download a snooper program onto my computer so they could look through it and see what the problem was. I tried to do this but because of a slow connection it wasn't fast enough for the technician.

I asked him why I couldn't just tell hime the name of the software, give hime the product key and serial numbers and he could check directly in his computer to see if I had been sold a outdated copy of the software. He explained that was what he would do once the snooper program had installed.

I had been on the phone with him for over a hour trying to resolve this. I asked to speak to his supervisor and he told me I couldn't speak to him. I then asked him why I couldn't speak to his supervisor and he hung up on me... But the poor service didn't end there.

I was so pissed I then googled the phone number for the corporate office. I called that number and talked to a person and explained my situation. She didn't seem to want to listen and repeatedly tried to cut me off while I was talking. When I finished my story she assured me that they HAVE NO CUSTOMER SUPPORT IN INDIA and that they were a California based company and all their support was in the good ole USA. She then transferred me to Customer Support. I did not get customer support but just an automated voice mail system. I hung up.

I then called back the corporate number, talked to the same person and asked to talk to a REAL LIVE PERSON, because I wanted to know how to get my money back for the product I bought. I was then directed to the same automated customer support voice mail I was at before. I hung up.

THIS COMPANY IS A FRAUD!
DO NOT BUY THEIR PRODUCT!
THEY HAVE POOR CUSTOMER SERVICE!
THEY OUTSOURCE CUSTOMER SERVICE TO INDIA!
THEY NEED TO BE PUT OUT OF BUSINESS!

THE WORST ANTIVIRUS EVER, I CANT WATCH MOVIE WITH MALWAREBYES, ALL TIME IT WRITES UPDATE MALWARE, $#*! MALWARE, DIE MALWARE, SUCK MALWARE

This is a legitimate site, i had tried it and have not uninstalled it since the day i got it

Awesome site with great software...

It's good I like it.

The Best Anti-Malware ever Made! Themegastar1 Attackbot Rating- 10/10.

Pure lovely site