Trend Micro–I will NEVER Buy From You Again

A complete customer service nightmare, not to mention I made the mistake of trusting my data to this bunch of losers.

Last April, I bought one year of the SafeSync data protection program, that supposedly backs up my files to a server on the cloud. About ten days ago, I accidentally deleted an important file. So I strolled over to the Trend Micro site, and attempted to retrieve the file.

After all, whenever I click on the software, it smiles at me and tells me that all my files are up to date.

It wasn’t there.

Not only wasn’t it there, but the last time that folder was backed up was in July! I wish I’d taken a screen shot. I haven’t changed any of the settings since I set up the program.

So of course, I initiated a customer service request. And my request apparently led some employee at Trend to delete my entire backup, so I could not demonstrate that it stopped working.

Today I spent an hour on the phone with a tech, who was not able to locate any of my files. At this point, having utterly lost confidence in the product, I asked for a refund. I was told, first by Miss Clueless (who was, BTW, a very poor listener) and then later by Richard, her supervisor, that I would have needed to request that refund by 30 days after purchase. Then Richard tried to blame it on me, saying the empty data folder meant I had installed it improperly. I pointed out that I could see the first three months of files when I’d logged on earlier in the month. I pointed out that I had paid for a year of service, and that after 30 days, it was still working properly. No refund. I tried to escalate. He said “I’ll save you time. There will be no refund” and did not honor my request to talk to his supervisor.

Hello! I bought a year of backup data security; I received, apparently, three months

I am therefore adding to my list of missions to save you from buying anything from a company whose product lies to its customers, whose customer service staff is atrocious and which does not stand behind its product. All they had to do was give me back my $61. I would not have been happy about the lost data, but at least I would not have been charged for services not received. But they can’t be bothered, and I’m not going to get any work done until I vent. I’m pretty steamed at the moment.

In addition to safeSync (yeah, real safe!), they also make an antvirus product called Titanium and a cyberblocker called Online Guardian. And a suite called Internet Security Pro, and an eneterprise security program called Endpoint Security. Guess what I won’t be buying! A company this lacking in business ethics shoots itself in the foot. They clearly have no concept of customer service as either marketing or damage control.

My blog gets automatically posted to Twitter, Facebook, and LinkedIn, with over 10,000 total connections. I hope I can save a few of those people from wasting money with a company that doesn’t care.