Last year, I bought Kaspersky Internet Security 2012 (I originally mis-typed 2010) from Amazon, and have been getting messages from the system to renew or upgrade. Kaspersky seems to work, although the updates can be tediously slow. But that's just the software end.
So I go to renew, since all the other antivirus programs have been junk. The problem isn't Kaspersky itself, but the global agents they use to sell and service their product, Digital River Inc. (DRI, DRI*Kaspersky, etc.). I went into the software and attempted to Renew as instructed. I entered all my info as asked and that's where the problems began. I attempted to Renew and was told there was a problem with my credit card info (which I knew was BS). I pulled back and modified some info, thinking it was being stingy in authorizing. No joy. I was getting suspicious.
I came to Amazon, tempted to order again, but discouraged by reports of malfunctions when updating Kaspersky. So after an hour of time wasted attempting to renew, investigating complaints, etc., I gave up for the night.
At o'dark thirty this morning, I get a call from the Fraud Department about my card while I was sleeping and called them back later. It turns out the Fraud Department services many credit card companies and they told me that Digital River tried not 2, not 3, but TEN times through various countries to get a credit approval. The reason was that Digital River caused so many problems with double and triple billing, unordered renewals, mystery billings, etc., that the Fraud Department blocks every single transaction and confirms with the customer whether they ordered the stuff, and if so, how many items and how many times they ordered in one sitting, etc.
Digital River is its own worst enemy. I called them, got someone in the Philippines on the phone who swore they only tried it twice, and the Fraud Department was lying. She said no customer has ever been double- or triple-billed for things, nor do they bill for things customers don't know about. I asked to speak to a supervisor after about 15 minutes to clarify the many reports I've read and complaints made about DRI*Kaspersky. I repeated the request after she obviously heard and ignored the question. She became silent, and then "mysteriously", the phone went dead. Good customer no-service, DRI*Kaspersky.
I called back and got a different person in the Philippines who I had to explain the entire thing to again. She apologized for the first dippy CSR, and offered to take the order over the phone. Already disgusted and tired, I made a point of clarifying that my card would not be charged more than once, and it would not go through multiple countries, etc. She assured me it would not. So we ran it and I kept her on the phone to confirm it went through and I got an email with an activation code, etc. Then, I plugged it into 2012 as she instructed. It went through, except...
Now, I have a renewed copy of 2012, but no 2013 as all the renewal messages claim! I'm in the middle of a college term and don't want to risk screwing around with it. Then, the 2nd CSR says, "By the way, you will probably see a second charge on your card, but it should go away in 5-7 days." WHAT!?! You JUST told me that never happens and would not happen this time, idiot. Then that magically changed to 2-3 days. Then, 1-2 days...whatever.
Apparently, they understand English just fine. They just have no qualms about lying to you to your face to make the sale. She also never mentioned that DIGITAL RIVER auto-renews the charge ("subscription"). I didn't subscribe to anything. I purchased virus protection software. The CSR NEVER mentioned that fact once.
So on top of everything else, I have to make certain that there will be no auto-renewal charges, which I'm still not assured of. Digital River, the US agent for Kaspersky, sure knows how to screw up a good thing. I'll be watching my card activity like a hawk for the next week or so. So all of the complaints against DRI*Kaspersky as well as the fraud alerts do seem warranted after all, and most of you will encounter them sooner or later.
This "report" in no way reflects the full content of the conversation I had with 1) My bank, 2) the Fraud Department(different from my bank), 3) CSR #1, 4) CSR #2, 5) the hours of sleep I lost, 6) the pages and pages of Kaspersky website you have to navigate through to confirm info and be certain of it, 7) the 4 HOURS so far that I've spent dealing with the problems which are primarily caused by DIGITAL RIVER and their practices as the US sales agent of Kaspersky.
Kaspersky's pretty good stuff, but globalization and the practices made necessary thanks to globalization (flawed from the start) turn a simple transaction into a maddening, time-wasting, rude, deceptive affair. Kaspersky/Digital River should be paying me instead of the other way around.
Good luck when it's your turn. If you use Kaspersky, you WILL run into one or more of these problems to deal with at some point.
UPDATE: After all this, I opened the software to verify it would work 3 days from now (expiration date + 1) and what do I find? An offer from Kaspersky from 11-1-12 to renew for 2 years for $59.95. That's as opposed to $89.95 that I paid to Digital River. I called the number shown in the software and the Canadian operator verified the offer. She had no idea who or what Digital River was but gave me a customer service number to see if I could adjust the price. Who answered? Digital River.
After saying he couldn't adjust the price, and me saying but it's in your own software and on your own webpages...$59.95. Why the $30 difference? He checked and relented saying he wanted to keep me as a customer. I replied he and his company were skating on very thin ice. He said the other two CSRs I spoke to earlier in the day were wrong on just about all counts. He finally adjusted the price and said a credit would issue in "5-7 days". It's getting to the point where dealing with the business end of Kaspersky's organization is neutralizing the software end. Another 30 minutes eaten up.