203 of 215 people found the following review helpful
Great Product But Too Many Problems,
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This review is from: Kaspersky Internet Security 2011 3-User [Old Version] (Software)After using Norton for years and getting totally frustrated with their horrible service and an atrocious product called Norton 360 [early version], I switched to Kaspersky about 3 years ago. That was a smart move because Kaspersky has better customer service and a SUPERIOR product. Let me start by saying Kaspersky is the best consumer product for protection of your computer, however, they have significant problems every time they upgrade to a new version. Even worse, management refuses to communicate with their customers about those problems.
One of the pluses of buying this product is the following. If a new version comes out during your one year cycle, you can upgrade to the new product for FREE. The downside, with both the 2010 and 2011 upgrades, many customers [not all] had major problems. With the 2010 upgrade, I was one of many whose system slowed to a crawl for weeks until they finally fixed the problem. Management failed to send out an email advising customers there was a problem. I learned about it after the fact. I was one day away from leaving the product for good when it was finally corrected. I thought they learned their lesson but they didn't because 2011 is causing a new array of problems.
With Kaspersky 2011, [for many customers] if you open a photo it will completely freeze your system. I'm talking about a complete lock up, you cannot use Ctrl-Alt-Delete to get to the Task Manager and you can't even reboot. The one and only way to get your system restarted is to turn off the power, wait about 30 seconds, and turn your computer back on. That is totally unacceptable!
After several weeks of complete silence from management, the problem was corrected and now users can check out photos without a system failure. Most users had no idea why their system was freezing and locking up. The company should have sent an email to every customers saying:
1. We have a problem with the 2011 upgrade
2. When you do X, your computer will lock up
3. We are aware of the problem and are working on an update to fix the issue.
4. The "Tentative" Date for the fix is whatever date they select
5. In the interim, we recommend you do Y
All software companies have problems. But everyone appreciates and understands when customer service acknowledges they made a mistake and they're working hard to correct the problem. A lack of communication results in customer frustration and a negative attitude towards the product and the company. As much as I like and respect the actual product, I would NOT touch Kaspersky 2011 until management decides to be honest, open, and communicate with it's customers. Yes, they eventually corrected the problem described above, but I was much more frustrated with their lack of concern for with their customers.
Tracked by 3 customers
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Showing 1-10 of 37 posts in this discussion
Initial post: Sep 5, 2010 6:47:16 AM PDT
I have Kaspersky 2010 on my m/c, It is expiring on 20th of Sept,2010. How do I upgrade it to 2011 FREE (as per your review)?
Posted on Sep 6, 2010 9:20:49 AM PDT
Yes! I have this same problem! I must remove the battery to get out of the "freeze." Have you also had the problem of "Threats Detected"? This window pops up along with the new gadget- normally a green button now red. I've been to the Kaspersky message boards and others are also having this problem. Very disappointing. I've used them for several years and have been happy, but this is a major headache!
In reply to an earlier post on Sep 6, 2010 3:17:49 PM PDT
Your red Kaspersky icon should be in the lower right corner of your screen. Open up the program, in the lower left hand corner click on Support, and then choose the "User Forum". They will be more than happy to answer your questions.
If you're one year protection expires September 20th, I'm sure you'll have to renew for another year.
In reply to an earlier post on Sep 6, 2010 3:19:50 PM PDT
No Pam, I haven't experienced the "Threats Detected" issue but I saw a thread on it in the Kaspersky User Support Forum.
1. Open Up Kaspersky by clicking on the red icon in the lower right corner of the screen
2. In the lower left corner, click on "Support"
3. Choose the User Forum and Home Protection.
You can post questions and/or read problems other users are having.
In reply to an earlier post on Sep 6, 2010 5:11:10 PM PDT
No, I just updated a few weeks ago. That is when my problems started. The moderator on the Kaspersky message board had me right click on the K in the lower right hand corner and then restart my laptop. This made the new button which started out green then turned to red with the "threats detected" problem, now has turned to black with a green power sign. (isn't this starting to sound like fun...) So the "threats detected" problem of the pop-ups has stopped. But what happens when I do have a possible virus problem now? And of course I still have the freezing problem if I want to look at my pictures.
In reply to an earlier post on Sep 7, 2010 6:28:04 AM PDT
I would love to help but I'm not Kaspersky tech support. I can tell you I've used it for 3 years and it is top of the line in terms of protecting your system. Unfortunately they have 2 problems.
1. Whenever they upgrade to a new version, such as 2010 and 2011, there are far too many new issues.
2. If you didn't completely uninstall any previous anti-virus version before you installed Kaspersky 2011, that will cause problems.
Go to the support forum and look for or ask about the removal tool. That will quickly and easily wipe out any remnants from old anti virus programs and that will often solve most problems. However, this Windows Photo freeze up issue is horrendous and inexcusable.
In reply to an earlier post on Sep 8, 2010 5:44:55 AM PDT
Thank you so much. I'll try calling them later today if I need more help after trying the removal tool.
Here's what was told to me (via the message board by the moderator) regarding the freezing:
"That will be fixed in Patch B, due to be released via automatic updates, so no user intervention will be required to update/install that."
In reply to an earlier post on Sep 8, 2010 7:33:54 AM PDT
Last edited by the author on Sep 8, 2010 7:35:48 AM PDT
Pamela, that comment about Patch B fixing the problem is exactly what I was told. However, they failed to tell us WHEN Patch B will be installed. Will it happen tomorrow, next week, next month, etc?
I love the product but the failure of Kaspersky Customer support to communicate with their customers is mind boggling, disrespectful, and stupid. People appreciate it when you tell them:
* We made a mistake
* This is what happens when you do X, we suggest you do Y
* We are in the process of correcting this flaw and expect to fix it via an automatic update on approximately whatever date they choose.
With that kind of information you know what the problem is, you feel OK because there's a fix on the way and you have an approximate date when the issue will be resolved. This level of communication will make you feel much better about the product and the company. However, zero communication turns off customers and results in unnecessary frustration.
In reply to an earlier post on Sep 8, 2010 12:08:45 PM PDT
Here is the response to your question...
"No, we do not have an official release date for Patch B. It is still undergoing development and testing."
Thank you for your help. It helped me know I wasn't the only one frustrated and hopefully they WILL fix it soon.
In reply to an earlier post on Sep 8, 2010 8:13:13 PM PDT
Last edited by the author on Sep 8, 2010 8:15:23 PM PDT
Pam, I have the same problem you did with the threats detected message. My entire computer has slowed down to a crawl and Outlook is freezing, so I have downgraded back to 2010 until the bugs are fixed. I didn't want to leave my computer vulnerable and I still have license until May, so I would rather have something than nothing. Think about downgrading until 2011 is running smoothly just for peace of mind.