Dr. Web - Sales Response Bad Attitude

[Antus]

What I'm about to post I have already said to Dr. Web Sales Dept and Support.
Those of us that have or plan to use Dr. Web they have a program to migrate to their product (with proof of a current anti virus currently running on ones PC Well I decided to take advantage of this and sent proof of what I was using....and waited for a response. After 4 days nothing, so I sent another email, waited a week, still no response. Finally I sent a email to their sales dept and advising them of the unprofessional way they handle business and their lack of concern for customers. Now just for the record on the first 2 emails I had confirmation they received them . The response from the sales direction was " WE did not receive your email, and we don't care on your comments about how we handle our business. Let me say this I don't care if their products was the best of the web I'll be damned if I ever try or use their product again. I work in the area of customer service, and if I handle my customers this way we would be out of business!!!!. Dr. Web may have a good product but the people behind it are not top notch to say the least. :thumbd:

[demoneye]

a big WOW

welp for sure there response is inappropriate for 100%.

no way a business will talk like that even if he think the customer is wrong>:(

and their products is nice but certainly not the best on the marker , just an average one

chers:thumb:

[Macstorm]

It's clear they didn't like the way you expressed your opinion on their businesses (what a brilliant deduction! ::) )

They said they didn't received your mail but given their answer, it's obvious the 'proof' you sent to them was rejected ;D

As far as i know, the migration discount form is 'almost instantly' evaluated.

~Off topic comment removed. - Ron~

[BlueZannetti]

Look, there's really no reason to drag stereotypical characterizations into the discussion. They add nothing to the substantive discussion and only serve to drag the entire discourse down. How about we stop this line of development right now.

Regards,

Blue

[ronjor]

It's not unusual for spam filters and such to prevent emails from reaching recipients. Before everyone jumps on a vendor, or anyone else for that matter, I would advise prudence.

[Macstorm]

Sorry for the 'extra' comment, Blue.
Lesson learnt ;)

[BlueZannetti]

-{ Quote: "It's not unusual for spam filters and such to prevent emails from reaching recipients. Before everyone jumps on a vendor, or anyone else for that matter, I would advise prudence." }-Along those lines...., my ISP blocked a range of IP addresses at the server level that prevented DrWeb originating communications from reaching me a while ago. At the time, they seemed quite unresponsive, but one mail trickled through and we were able to sort out the situation. It was frustrating to both sides since the other party seemed uncommunicative to each of us. Lesson learned.

Secondly, communicating across language boundaries is always fraught with difficulty. I typically tone down my sensitivity to emotionally laden words in these situations since word usage is often very imprecise due to marginal translation capabilities on both sides.

Blue

[acr1965]

It is a bit odd that the only email of the three sent that may not have been lost in a spam filter is the one that expressed a negative opinion about the product. Assuming the three emails were sent from the same address it is more likely that the first two were simply not replied to from Dr. Web.

[Antus]

-{ Quote: "It is a bit odd that the only email of the three sent that may not have been lost in a spam filter is the one that expressed a negative opinion about the product. Assuming the three emails were sent from the same address it is more likely that the first two were simply not replied to from Dr. Web." }-


Please read my post again......I said nothing against the product Dr. Web is a good product, that has nothing to do with my issue. It had to do with the response from sales...........actually it makes no sense at this point to carry this on it will service no purpose at this point just stir up the crowd. I would appreciate it if one of the mods would close this thread Thanks

[BlueZannetti]

-{ Quote: "It is a bit odd that the only email of the three sent that may not have been lost in a spam filter is the one that expressed a negative opinion about the product. Assuming the three emails were sent from the same address it is more likely that the first two were simply not replied to from Dr. Web." }-Actually, it could be as with myself where one mail did make it through (don't know why that one did and the others didn't), or perhaps all made it through and some were lost/ignored/whatever. It really doesn't matter a whole lot at this point, it's time to move on and current/future customers can weigh this situation along with other positive or negative experiences they hear about in making a purchase decision. You can't fix the past, you really can only influence the future course of things.

Blue

[bigc73542]

Antus, I had almost the identical experience with them also. it will be a cold day in hell before I ever use their product. Maybe one day they will learn you don't treat customers or potential customers in this manner.

bigc

[bellgamin]

In my experience, DrWeb folks can be *aloof* at times. Their application is nice & light, but (protection-wise) recent tests indicate that it has settled in at the upper level of 2nd tier AVs.

In other words, Antus, there are equal or better choices out there, & I do not know of a single one of them that wouldn't be delighted to receive your business.

Why try to milk a mean-natured cow when milk is so plentiful? ;)

[ronjor]

Before we we dismiss anyone, perhaps a response will be order for the accused. Several Dr. Web reps post here. Can we wait?

[EliteKiller]

-{ Quote: "Before we we dismiss anyone, perhaps a response will be order for the accused. Can we wait?" }-
More than one individual (in this thread alone) has received an unprofessional response from Dr.Web. I see no point in waiting for a formal response. If one needs to be made then it should be done privately IMO. Should an apology or other appropriate response be issued then I'm certain that we'll hear about it anyhow.

[ronjor]

-{ Quote: "I see no point in waiting " }-If you have had no problems personally with a particular program, I would withhold comments and give the people involved a chance to speak.

[Trespasser]

I've dealt with Dr. Web's sales and tech staff before and the experience was quite good. Can't say a bad thing about them. I'm sure the problem experienced was just a misunderstanding.

[Fajo]

-{ Quote: "I've dealt with Dr. Web's sales and tech staff before and the experience was quite good. Can't say a bad thing about them. I'm sure the problem experienced was just a misunderstanding." }-

I dont understand how its a misunderstanding when I'm sure he was speaking the right lang and said it word for word.... I think the jester I fell on my keyboard and typed a bunch of mean things is really going to fly here. :dry:

[Bunkhouse Buck]

That is the glory of the free market in AV software. If you don't like the vendor for whatever reason, simply find another. My personal experience could not be better with the Dr. Web sales staff- but obviously your experience may vary.

[C.S.J]

please show some proof in the pudding.........

support is friendly and fast (usually)

if a rude reply has been recieved, im sure it is just a misunderstanding in the language.

i speak with some of them on almost daily basis as friends, and quite a few comments that even i get seem sometimes rude to me.

but over my time with drweb, their support has always been first class, A+, 5/5.

---

[steve1955]

Who knows what actually happened to the original emails:-could have gone to a rep who was on the verge of leaving and just "didn't bother with them":-we just don't know,the response to the complaint about not having received a reply is pretty bad though,and makes you wonder about their overall attitude to customers and customer service

[CountryGuy]

I think prudence makes sense if someone is evaluating Dr. Web for their needs. However... For those here that HAVE made that evaluation and received what they considered was a bad response or service... Why wait?

For the record, never used Dr. Web nor have a bad thing to say about them - I just don't think people should be given the 3rd degree for presenting their opinions here. I personally *WANT* to hear them, as well as the opposing viewpoint (Dr. Web).

It could be the situation where the OP caught a customer service rep on a bad day. That doesn't excuse it, it doesn't make the OP "wrong", but it also doesn't make Dr. Web out to be horrific in whole.

Its just an opinion / review of that experience. Isn't that what we all come here to learn?

[djohn]

Exactly my thoughts,If a cutomer rep had a bad day and expressed Him or her self Incorrectly as a buisinees to customer relation stand point,I am almost certain the upper management are unaware of this matter.So In whole you can not fault DrWeb the Fault lies on the employee.The customer is always wright even if there not.

[sergeyko]

-{ Quote: " Dr. Web may have a good product but the people behind it are not top notch to say the least. :thumbd:" }-

I have sent you a PM, please reply. We'd like to figure this out.
That's absolutely an improper way for our sales to communicate with users.
As well as it's improper to blame someone without proves.

[risl]

Good to see dr.web people here too :)

[Fajo]

-{ Quote: "Good to see dr.web people here too :)" }-
you wait long enough someone is bound to reply.

[egghead]

-{ Quote: "
Those of us that have or plan to use Dr. Web they have a program to migrate to their product (with proof of a current anti virus currently running on ones PC Well I decided to take advantage of this and sent proof of what I was using....and waited for a response. After 4 days nothing, so I sent another email, waited a week, still no response.
" }-

I too had problems when I migrated. After sending my AV key I did not receive a response. I have contacted Dr.Web and they mailed me a copy of the response they had send me. The email exchange was nice and correct. Forgot the name of the woman who handled the problem. Other exchanges I have had with Dr.Web people were also correct & friendly (I always put in the word Spasieba in my emails, meaning thank you in Russian, maybe this breaks the ice a little).

Russians are very direct in their way of communicating and sometimes come over as quite rude. But as mentioned by CSJ, this is more a language issue.

[risl]

I paid my license as a wire transfer to a dr.web reseller in Netherlands(closest to me)and got my license the same day I paid, after sending a screenshot from the transfer. No problems at all.

[lodore]

the migration form on the drweb website didnt work.
so i posted on this forum and a member pmed me with a email address of a drweb employee which works in the sale department and got the code the next day.

[GES/POR]

-{ Quote: "I paid my license as a wire transfer to a dr.web reseller in Netherlands(closest to me)and got my license the same day I paid, after sending a screenshot from the transfer. No problems at all." }-

Hmmm i did the same thing as you but i had to wait for more then a week till their administration was up to date.

[Baz_kasp]

The migrate offer is no longer open to home users btw...they are focussing solely on business migrations apparently.

[djohn]

-{ Quote: "I have sent you a PM, please reply. We'd like to figure this out.
That's absolutely an improper way for our sales to communicate with users.
As well as it's improper to blame someone without proves." }-
Ah,now thats good customer relation a response within a few days.My company do not hold your breath you would pass out for a month or so.

[trjam]

-{ Quote: "The migrate offer is no longer open to home users btw...they are focussing solely on business migrations apparently." }-
I think if you download Cure-it, you will get a popup after installing offering a 50 percent discount.

[Baz_kasp]

Which no longer works :( (here at least)


It's a shame because I was going to use that offer to get a copy for my flash drive...

[djohn]

trjam is correct a 50 pecent discount offer popup occurs I think during the scan or the end.

[djohn]

-{ Quote: "Which no longer works :( (here at least)


It's a shame because I was going to use that offer to get a copy for my flash drive..." }-
Baz FYI. I just downloaded a fresh copy of cureit the discount is there the popup was after the express scan.Ps may I add to check your pop up settings.

[trjam]

I knows me stuff.;)

[djohn]

-{ Quote: "I knows me stuff.;)" }-
Yes you Do. no argument here.:thumb: The Nomad man;D

[PiCo]

10 euros for Dr.WEB -after the 50% discount- is like stealing from a church!

Good value and excellent, I mean excellent, support. I have bothered them about 5-6 times, even on silly issues and always ended in success.

:thumb:

[Baz_kasp]

I know it is there...I meant I can't use it.


Click on the link, and it just redirects me from www.freedrweb.com/migrate to www.freedrweb.com.


Looks like the do not like the UK because it is accessible via a US proxy :|

[C.S.J]

try http://buy.drweb.com/togreen/

if that doesnt work, try http://estore.drweb.com/migrate/


enjoy. ;)

[sergeyko]

Back to the topic.
We still have no particular info from Antus. That's pity.

[egghead]

-{ Quote: "
We still have no particular info from Antus. That's pity." }-

And Antus............... what takes you so long then to provide a copy of the email holding the response of the Dr.Web sales department? ::)

You are not going to tell that you have deleted it, are you ? ;)

[djohn]

-{ Quote: "Back to the topic.
We still have no particular info from Antus. That's pity." }-
Yes it is indeed a pitty.It shows and proofs here your on going 110 percent efforts, Is not going unnoticed.Antus should step up and rectify any bad feelings at least do that much.

[Arin]

-{ Quote: "We still have no particular info from Antus. That's pity." }-

And how many days it has been since you asked for it? Antus already wanted the thread to be closed. I'm not concluding anything, but I'm not jumping my gun either. Maybe he is just busy. Maybe he hasn't logged in after that.

Its not abnormal to delete emails those you think won't serve you any purpose. I do it all the time. :P

[egghead]

-{ Quote: "
Its not abnormal to delete emails those you think won't serve you any purpose. I do it all the time. :P" }-

How is that ?

If you make accusations the like Antus has made on a public forum you can expect that you are being asked to prove it. Anticipation is the word that comes to my mind. :P

[Arin]

-{ Quote: "If you make accusations the like Antus has made on a public forum you can expect that you are being asked to prove it. Anticipation is the word that comes to my mind. :P" }-

Probably that is why he asked the moderators to close the thread. Because he/she remembered the email was deleted long time ago. I don't think we should take it personally.

In any case its nice to see that one DrWeb representative tried to make it ok. No company can ensure smooth service to all their customers. After all the sales people are human too. What actually matters is that if one customer complains, it gets addressed promptly.

Peace.

[egghead]

-{ Quote: " No company can ensure smooth service to all their customers. After all the sales people are human too.
Peace." }-

You are suggesting here that the accusation Antus has made is true and that Dr.Web does not offer "smooth service".

What's happening in reality is that some bloke puts a serious company in a shady light, when he is asked to back up his accusation he tries to have his thread closed and then disappears in cyberspace.

No peace. War !

[Bubba]

-{ Quote: "I would appreciate it if one of the mods would close this thread Thanks" }-Your request is granted and our hope is that both parties have had or will have future contact. A DrWeb rep has offered to help figure it out.

Perhaps also in the future rants without the ability to show e-mail contents or other proof is not appropriate for a thread.

In any case, this thread is closed.