No support whatsoever

[bvrodz]

Bought this program a month a go and still havent been able to use it. It will not let me update the product, so the definitions are out of date. Came to the forums for help and nothing. Been calling the 1-800 line and nothing. What did I buy this product for? Lot of frustration here, specially with support this bad.

Still keep getting the cannot open AVI problem. I read that i had to update to the new spyware doctor. Been there, done that. Disabled anti virus, firewalls..

What now? Who do I ask when the manufacturer wont even reply to emails or answer the phones? :mad:

[ejr]

Bought this program a month a go and still havent been able to use it. It will not let me update the product, so the definitions are out of date. Came to the forums for help and nothing. Been calling the 1-800 line and nothing. What did I buy this product for? Lot of frustration here, specially with support this bad.

Still keep getting the cannot open AVI problem. I read that i had to update to the new spyware doctor. Been there, done that. Disabled anti virus, firewalls..

What now? Who do I ask when the manufacturer wont even reply to emails or answer the phones? :mad:

The good news is that you are fairly well protected even without the latest definitions. Spyware Doctors guards will pretty much protect you.

The bad news? How could a company treat their customers like that?

My guess is that if you file a complaint with the Better Business Bureau (www.bbb.org) you will get a response quickly. Go to the Better Business Burea Website and file a complaint. You will need the PC Tools Address.

PC Tools Adrress is:

PC Tools
Level 6, 80 Arthur Street
North Sydney, 2060
Australia

You may also try contacting the company you bought your license from. I got mine from:

element 5 Inc
9625 West 76th Street, Suite 150
Eden Prairie, MN 55344

[Jinih]

have you tried sending them email?

[Support]

Hi bvrodz,

I understand that you've been having problem with Spyware Doctor and not being able to get through to us for help.

Can you advise me any of the following details via PM so I can look into this for you.

-Order number
-Email address


The 1-800-764-5783 toll free number is only valid in USA and due to the popularity of our programs sometimes during business hours in USA, all the lines will be taken. When this happens simply leave a voicemail and we will definitely call you back.

Eric

[bvrodz]

Hehe...I just have to laugh, because I can't do anything else. Still no email from company, no reply from support, no communication with tech support via phone.
And to top it all off, I run spyware doc and it detects 72 infections...fix and continue...run again....detects 73 infections...fix and continue...run again...detects 75 infections....sigh

I'm tired of this. You pay for something and you expect it to work. I guess you get what you pay for which in this case is total and absolute junk.


:mad:

[Support]

Hi bvrodz,

We have not located any attempts to contact us via email or phone related to these two problems you are describing.

However from your email address we have located an older ticket and have since responded to your latest problem theres, please check your email.

Regards,

Eric
Customer Support Services
PC Tools - http://www.pctools.com

[one85_db]

Im having this exact same problem with pctools firewall plus, Has there been a fix for it yet?

http://i98.photobucket.com/albums/l277/one85_db/Smartupdatecrash.png

I don't have email setup on my computer to send the report. Besides from what i hear everyone else saying there wont be a response anyway.

[davew59]

I too am having the same problem, NO RESPONSE!!! I recently purchased the latest version of Spyware Doctor, before downloading it I uninstalled the version I purchased in 2004 (but never upgraded) and after installing the new version, I am being told that my license has expired as the registry still contains the old license code and not the new one, so cannot obtain any updates. Surely this is a simple problem to resolve, how do I get rid of the old license code and apply the new 1???

[AChen]

I too am having the same problem, NO RESPONSE!!! I recently purchased the latest version of Spyware Doctor, before downloading it I uninstalled the version I purchased in 2004 (but never upgraded) and after installing the new version, I am being told that my license has expired as the registry still contains the old license code and not the new one, so cannot obtain any updates. Surely this is a simple problem to resolve, how do I get rid of the old license code and apply the new 1???

Hi davew59,

Send me a PM with your old and new license code for SD and I will fix this for you.

[one85_db]

ok well thanks for helping dave, now can someone please help me?

[AChen]

ok well thanks for helping dave, now can someone please help me?

Hi one85, can you save the error report and send this information to my email address. I will PM you with this information.

[nixon524]

hi bvrodz: just so u dont feel alone. march 24th i upgraded to v5. after having the same problems of abnormal times trying to get to my logon screen and then clicking on that and waiting abnormal times to get to my userid( shared computer ) i contacted pctools. since they didn't respond at all, i put in a complaint with the better business bureau. pctools "lack of" tech support's answer was to startup swd, run the scan, then shut it down so it wouldn't auto start on logon and screw up a perfectly fine pc. these people are morons and marketed a product that is an abortion and don't expect any help from their tekkies either. if i had done my job like that for 25 years i would have been canned immediately. i have 3 open tickets and these clowns don't answer anything, even though i offered to debug the problems anyway they requested, i got nothing in response. it's pathetic.

[king_g]

hi bvrodz: just so u dont feel alone. march 24th i upgraded to v5. after having the same problems of abnormal times trying to get to my logon screen and then clicking on that and waiting abnormal times to get to my userid( shared computer ) i contacted pctools. since they didn't respond at all, i put in a complaint with the better business bureau. pctools "lack of" tech support's answer was to startup swd, run the scan, then shut it down so it wouldn't auto start on logon and screw up a perfectly fine pc. these people are morons and marketed a product that is an abortion and don't expect any help from their tekkies either. if i had done my job like that for 25 years i would have been canned immediately. i have 3 open tickets and these clowns don't answer anything, even though i offered to debug the problems anyway they requested, i got nothing in response. it's pathetic.

I have to disagree with that. I have had great support over these last couple of weeks for some of the problems I have been having with SD. Maybe the problems you were having is related to the developers and the tekkies were not able to solve. If you need someone to follow up on the tickets, PM AChen/Support/Patrick and they should be able to help you.

Granger

[one85_db]

I have still not received any support, i have uninstalled the program and will never have anything more to do with this company.

[greenzeto]

I n'ver have any probls with support. They always reply me within 24 hours. Sometime just within few hours. What is wrong with you mate? You shuld get a ticket number rite? Did you receive it? Where did you send your query? :p make sure you send to them, to rite company :p . Emmmm.... Or, maybe email filter problem. I heard from some people, coz of email filter, so they never received any reply. check you junk mail or bulk mail perhaps. Try to contact them again. Have a nice day. I love Spyware Doctor. :)

[swannie]

Right on! I have always received pretty fast and polite support from PC Tools and great help from the forum and my SD/AV is now running great. I love it, too:)

[drftr]

if you guys have really lodged support tickets why dont you give the ticket number to achen/support? because as soon as you send a email using the website it gives you a ticket number and link for you to view the ticket. Ive always have had quick replies.

[jeffre]

Based on my experience, PC Tools normally reply within 24 hrs.

[Reodor]

Personally I've been waiting for some 3 months + to get SDV5 sorted out.
However I guess Support may only 'forward' what Development gives them and 'no answer' from support I read as "Developement have no clue".
No need to shoot the messenger!