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Customer Review

on January 8, 2011
1-5-2011

Here is how it all began: I had a 1-year subscription to the "Trend Micro PC-cillin" internet security program. It was time to renew my subscription. I looked on the Trend Micro website and found an upgraded version called "Trend Micro Titanium Maximum Security." The price difference was minimal and the upgraded version advertised much more protection. So of course, I purchased the upgraded Titanium program for $55.95. And then the problems began...

The problems began when I was unable to download the new program that I had just purchased on my credit card. I called Trend Micro customer service @ 1-800-864-6027 and spoke with David. David informed me that I had to uninstall my old Trend Micro program before I would be able to successfully install the upgraded Titanium program. David said he would send me two e-mails: The first e-mail included the steps to uninstall the old program. The second e-mail had the steps to install the new program. We said good-bye and I then followed the steps in the first e-mail to uninstall the old program. To my disbelief, as soon as the steps were finished to uninstall the old program, my internet connection completely stopped working. I could no longer access the internet; therefore, I could not access the second e-mail with the steps to install the new program. I called Trend Micro customer service again and spoke with Jed. Jed asked me to follow his verbal instructions to fix the problem, which I did, but when nothing worked Jed became rude and told me that I had to call my internet service provider because at this point the problem was no longer associated with Trend Micro. I calmly explained that I did not have a problem with my internet connection until the very second that I followed the steps in the e-mail to uninstall my old Trend Micro program. Jed would not acknowledge the obvious connection to the problem and continued to tell me to call my internet service provider because Trend Micro could not help me install the new program until my internet connection was working again.

I thought OK, he knows more than I do. I then called my internet service provider who also ran me through over an hour's worth of unsuccessful instructions over the phone. My internet service provider then advised me that I would have to call Dell, the maker of my computer, to fix the problem.

OK, OK. I'm thinking that it is getting late and I really need my computer fixed. So, I then called Dell's Technical Support. I was on the phone with a Dell representative for over three hours. Right away, my Dell rep knew exactly what the problem was! Dell informed me that my problem is that when Trend Micro's program subscriptions expire they put out a firewall which corrupts the computers drivers. I was then informed that it would cost me $139.32 to fix the problem. Lucky me... Three hours later, Dell was finished uninstalling the old Trend Micro program, fixed my drivers, removed a virus that Trend Micro's uninstallation caused, successfully downloaded the Trend Micro Titanium security program that I had already purchased at the beginning of all of this for $55.95, and had my internet up and running again. After a lot of Thank You's to Dell...

My next phone call was back to the Trend Micro customer service to inform them of the hell on earth that I had just experienced for the past 6 HOURS. I explained the blow-by-blow inconveniences that the Trend Micro programs had caused me. I emphasized how the security program that I purchased to protect my computer had not only failed but actually shut down my internet and caused a virus. I explained that not only did I have to invest another $139.32 into my computer to have the problems that Trend Micro caused fixed but will also be experiencing the joy of a huge cell phone bill after spending 6 HOURS on the phone. I firmly, but politely (which took a lot of strength at this point) asked for a refund. Here comes the best part...

The Trend Micro representative informed me that I should have called Trend Micro if I was experiencing a virus on my computer and that if a $55.95 refund is granted the program I had just spent over $200 on would be deactivated immediately from my computer. I laughed out of sheer frustration. I explained that I absolutely did not want anything deactivated in complete fear that the computer I just spent so much to fix would crash yet again. I also advised this representative that it is absurd that I was expected to hang up the phone with Dell (who I had paid to fix my problems) after Dell tells me I have a virus and then call Trend Micro back who was completely unhelpful and rude during the first two phone calls I had placed to them initially. My first reaction when I hear I have a virus " please oh please fix it immediately"... Not," oh wait, I should call the already unhelpful company who started this whole mess and refused to take responsibility for it!" Like I said, absurd.

For another 45 minutes, I was on the phone with Trend Micro rep who continued to put me on hold and repeated the same sorry story line. The end of this story is that Trend Micro's best offer was a 1-month extension on my 1-year subscription. 1 month = $4.66. And the best part: My Trend Micro account does not reflex that a one-month extension was granted! Like I said, laughable.

Please beware of this company. I have never had so many problems occur with no responsibility taken by the company who caused them. If you dare to try it for yourself and you run into trouble with their programs, good luck to you. My advice: AVOID TREND MICRO PROGRAMS AT ALL COSTS. There are plenty of other security providers out there to choice from...

(P.S. I won't even get into the problems this caused with my printer software... lets just say it took another phone call to Dell to reinstall)
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