Wednesday, 18 April 2018

Antivirus BitDefender Freeware Review

Well. In an earlier post (here), I mentioned that I had uninstalled AVG, and was going to try BitDefender. I downloaded the software, and installed it.

All went swimmingly until I tried to open an https site in Firefox. I got a "you can't get there from here" message (to quote Robert Heinlein): every https site came back with the message "Your connection is not secure". Worse, I was unable to add anything to an exception list, as there was suddenly no list of exceptions to be found anywhere in Firefox. I tried Chrome. Hmm. No problem opening https sites at all.

Interesting, I thought. Google helped me to pinpoint the problem: BitDefender, not Firefox. This is a known problem, with a sort-of fix: you could turn off the WebProtection (a bit like burning down the house to get rid of mice). What you do is to go into the control panel for the software, click on 'modules' in the bottom left-hand corner... except that, if you have the free version, you have no 'modules' button.

So I checked help. Nope, this was the only mention of this problem: a fix that I couldn't access. So I tried the email button, and got the hamster wheel. After watching the hamster wheel for five minutes, I figured that emailing was not going to be a likely solution, so instead tried online chat, with the heading "Cannot access secure websites since I installed BitdefenderSupport". And it worked. What follows is
Dan
Hello Sam. How may I help you?


Sam
Hi Dan,
I have just installed BitDefender's free home AV, and now, in Firefox, cannot access any https addresses, including BitDefender's site. I get a "Your connection is not secure" message. There is a fix at https://www.bitdefen…nstalled-bitdefender-1600.html, but as I have the freeware, there is no "Modules" in the bottom left-hand corner for me to click so the fix doesn't work.

Dan
I see, Sam.
Could you please provide me with your system specifications?


Sam
<sent system specs>
Dan
Thank you, Sam.
Please tell me, do you have any other security solutions on this computer?


Sam
Thanks. No, I don't.
I have just completely uninstalled AVG, including using an AVG Remove tool, and rebooted twice.
Dan
I see.
Thank you for reaching us in this matter, your feedback for the Bitdefender Antivirus Free Edition is much appreciated and will be directed to the developing team. Bitdefender only offers support for our classic line paid products and you have the option of testing them by installing a 30 days trial through Bitdefender Central account. Every feedback we receive will be used in improving the performance of our products. To reach support for your application, access within it Help&Support - Feedback.


Sam
?? Are you telling me that for the free version there is no help - even though there is obviously a bug in your product, which makes it not work?

Dan
Well, I don`t have any information regarding it, I don`t know how it works. You can submit your feedback in the product Help&Support - Feedback


Sam
But you have information about exactly the same problem at https://www.bitdefen…nstalled-bitdefender-1600.html, but the fix simply doesn't work for the freeware. Are you not able to report this to your IT Department?
Dan
I will report the situation of course, Sam.


Sam
Thanks Dan: much appreciated. Can you please ask them to email me when they have a fix.
Dan
I will submit the information, but again, they might not respond as any fix will be delivered through automatic mass updates to all clients.


Sam
Oh. That's a missed opportunity not to be able to connect with the customer directly. OK. I think I will uninstall the software. Thanks anyway. I will try another antivirus instead.

Dan
I understand Sam. I will submit your feedback together with the case to our developers. Thank you for your time!
OK. So my recommendation would be to NOT use BitDefender. There is inadequate help for the paid version, and, if you are obviously sad enough to have the free version, no help whatsoever. The techs are polite - bonus - but appear to have been instructed to waste no time on non-paying clients. I so get that, but think it very short-sighted. This leaves BitDefender without an escalator strategy to get clients hooked through great service, then to seamlessly move them toward paid products. 

Avoid BitDefender.


Sam

No comments :

Post a Comment

Thanks for your feedback. The elves will post it shortly.