Does F-Secure have ANY customer service?

Regular Member

Does F-Secure have ANY customer service?

Not happy that I submitted a support ticket a while back and still no reply. This is very bad customer service for one of the most expensive security products out there!

 

Number: xxxxxxxx
Created: 2014-11-20
Subject: 5 Computer license

 

 

Case number removed - we consider it personal data and recommend not sharing it publically.

- Stephan, F-Secure Team

Alienware 18 | i7 4900MQ @ 4 GHz | Dual GeForce GTX 780M SLI |Kingston HyperX 32GB 1866 MHz DDR3 RAM | 2x Samsung 850 PRO 256GB (RAID 0) + Samsung 840 EVO 1TB mSATA SSDs | Windows 7 Professional
Security Setup | F-Secure Anti-Virus | Trend Micro AiProtection in RT-AC3200 Router
12 REPLIES 12
Regular Member

Re: Does F-Secure have ANY customer service?

WOW! no customer service and a dead forum! Just like Panda Security! 0 customer service!

 

Ill ask for a refund due to this poor customer service

Alienware 18 | i7 4900MQ @ 4 GHz | Dual GeForce GTX 780M SLI |Kingston HyperX 32GB 1866 MHz DDR3 RAM | 2x Samsung 850 PRO 256GB (RAID 0) + Samsung 840 EVO 1TB mSATA SSDs | Windows 7 Professional
Security Setup | F-Secure Anti-Virus | Trend Micro AiProtection in RT-AC3200 Router
Regular Member

Re: Does F-Secure have ANY customer service?

Submitted another ticket due to no response ( xxxxxxxx )

 

Case number removed - we consider it personal data and recommend not sharing it publically.

- Stephan, F-Secure Team

Alienware 18 | i7 4900MQ @ 4 GHz | Dual GeForce GTX 780M SLI |Kingston HyperX 32GB 1866 MHz DDR3 RAM | 2x Samsung 850 PRO 256GB (RAID 0) + Samsung 840 EVO 1TB mSATA SSDs | Windows 7 Professional
Security Setup | F-Secure Anti-Virus | Trend Micro AiProtection in RT-AC3200 Router
Superuser

Re: Does F-Secure have ANY customer service?

@MatrixLeader - you may not be aware that F-Secure Support doesn't usually work weekends. As for the forum being 'dead', that is clearly not the case, but licensing issues cannot be dealt with on a public board, for security and data protection reasons.
Regular Member

Re: Does F-Secure have ANY customer service?

I understand about the weekend fact, but the first ticket was submitted last Tuesday man....

Alienware 18 | i7 4900MQ @ 4 GHz | Dual GeForce GTX 780M SLI |Kingston HyperX 32GB 1866 MHz DDR3 RAM | 2x Samsung 850 PRO 256GB (RAID 0) + Samsung 840 EVO 1TB mSATA SSDs | Windows 7 Professional
Security Setup | F-Secure Anti-Virus | Trend Micro AiProtection in RT-AC3200 Router
Superuser

Re: Does F-Secure have ANY customer service?

Oh right, admittedly that is quite a delay. Just a thought, but have you checked your email spam folder? If you're waiting to install, you could always use a trial version while the subscription is being sorted out.

https://www.f-secure.com/en_GB/web/home_gb/internet-security#trial
Regular Member

Re: Does F-Secure have ANY customer service?

Yeah I am on the trial now although I have a 3 uer / 2 year license which I didn't activate yet as I was awaiting a reponse from customer service with regards to how to reinstall the AV if I do format.

 

They finally got back to me after 8 working days which is very bad in my books but what the heck...

 

what's disappointing is I asked them how can I upgrade my license from 3 user to 5 user license and they said they can't do it after it was purchased, well hello, the online store doesn't give you a choice, it's only 3 users / 1 yer or 3 users / 2 years.....no 5 users option.....

 

With NOD32, they have upgraded my license when I asked them and even downgraded my ESET Smart Security license to a NOD32 Antivirus license upon my request as I didn't like their firewall and in return they gave me extra validity on the NOD32 license. That is customer service, all replies were within a few hours.... very disappointed with the speed of response of F-Secure, the live chat was dead when I needed it, and not flexible upgrade options.

 

For a product that charges the most out of all available security solutions out there, it is not leaving a good footprint in me so far to be honest and I won't ever renew my license with this level of customer service.

Alienware 18 | i7 4900MQ @ 4 GHz | Dual GeForce GTX 780M SLI |Kingston HyperX 32GB 1866 MHz DDR3 RAM | 2x Samsung 850 PRO 256GB (RAID 0) + Samsung 840 EVO 1TB mSATA SSDs | Windows 7 Professional
Security Setup | F-Secure Anti-Virus | Trend Micro AiProtection in RT-AC3200 Router
Superuser

Re: Does F-Secure have ANY customer service?

OK, thanks for the update.
Community Manager

Re: Does F-Secure have ANY customer service?

Hi MaXimus666,

I'm terribly sorry you feel we do not have any customer service.
We feel that customer service is very important and are always working on bringing you the best experience possible.

We received your request on Thursday the 20th.
As you know, we're replied to you Sunday.

 

I understand that you are not satisfied with the response time to your email.

Please note, that we do have a live chat support, that gives you real-time responses, something that e-mail can seldom deliver.
Our chat is open on weekdays during business hours.
You can check it out here.

It's probably the best way to get a immediate answer.

 

You've said, you submitted a request already on Tuesday? I was unable to find that one.
Could you send me the case number via private message? Would like to follow it up and find out what went wrong there.

 

As for your second ticket, I merged it with your original request from Thursday.

 

I hope we can welcome you back as a valued F-Secure customer.

 

Best regards,

Stephan

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Regular Member

Re: Does F-Secure have ANY customer service?


@Stephan wrote:

Please note, that we do have a live chat support, that gives you real-time responses, something that e-mail can seldom deliver.
Our chat is open on weekdays during business hours.
You can check it out here.


You say "business hours" but you do not (and the page you refer to does not) state which country's business hours the service honors. Please clarify.