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.
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.