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4.0 40 Reviews

CyberDefender Complaints Summary

30 Resolved
10 Unresolved
Our verdict: You can expect a very good level of service from CyberDefender. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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CyberDefender reviews & complaints 40

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K
6:56 pm EDT

CyberDefender Unauthorized charge

I do not have an account number, date of incident, etc. I just discovered (my fault for not paying attention) that I am being charged for cyberdefender on my card. I remember downloading this and had to immediately cancel bc it did not work with my computer. It froze my computer. I cancelled and got a new computer. Should have paid closer attention that I was being charged. Researched and I have been charged for this product several times. I researched and found an email address to contact cyberdefender. It bounced back saying unknown address. I tried the number on my statement - not a working number. I also read that a reminder is sent to our email before billing. I have Never received an email reminder and I have had the same address for 10 years. This would have alerted me that I was still being charged for a product I was never able to use. My email is [protected]@columbus.rr.com and don't know if I can be found under Phil or Kim deRoche. Refund and close account immediately.

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Zackary Bee
, US
Sep 02, 2020 2:59 pm EDT

I am in the same situation, my credit card was randomly charged by cyberdefender, ive never even been sent an email, and ive been living in the same house for 15 years.
I do not know why this happening, and would like to see this resolved, other wise I will call my bank.

ComplaintsBoard
E
1:21 pm EST

CyberDefender We refuse to pay anything

We got "free computer" scan information phone # off
computer. We were told we had over 1300 errors on our computer and the cost to remove would be $39.00.
We agreed, provided visa #. We were immediately charged $69. When we called their customer service after finding out our worked very slowly after their suppposed fix costing $69. We were charged another
$389 immediatelly on our visa card. Supposedley we
have a 100% satisfaction guarantee. We areNOTt
satisfied! Customer sesrvice refuses to honor their
guarantee and we have had it 48 hours. Visa will
be contacting them on Monday as soon as they are open. We refuse to pay anything.

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Thetruthsohelpmegod
Philadelphia, US
Nov 26, 2011 3:48 pm EST

If people didn't respond to pop up ads, there would be no pop up ads. This review is like complaining your hand hurts each time you hit it with a hammer. Enjoy your free scan.

ComplaintsBoard
T
5:01 pm EDT

CyberDefender Stay away

When i initaly called the price on the TV advertisment was 14.95 by the time my slick fast talking salesman had convinced me that 269.95 would give me a year of top service with up to 3 computers in my house, i knew that i would be adding a 2nd computer in my bedroom but it would be a few months, after the dsl service took 6 weeks to get my computer hooked up it was over 3 months but i calles cyberdefinder to "add my 2nd computer" I was then notified of the additional charges..but i stated i was told there would be NO ADDITIONAL CHARGES FOR THE PRICE I PAID, i then was mad and requested to have all software taken off my computer and filed a complaint with my credit card company, long story short i was out of the 3month period to get my money back and i am stuck with a 250.00 charge for something i have already taken off my computer and my credit card company said i have to take them to small clames court !

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Is CyberDefender legit?

Our verdict: Given the nuanced findings from Complaints Board's comprehensive review, we cannot assert the full safety of CyberDefender's website. The legitimacy of CyberDefender requires cautious navigation by users. We recommend proceeding with caution and employing your best judgment when interacting with CyberDefender, especially when browsing their offerings or sharing personal information.

CyberDefender earns 43% level of Trustworthiness

Moderate Safety Advisory: CyberDefender has a 43% legitimacy rating by Complaintsboard. Proceed with caution, using best judgment.

Exercise caution when using cyberdefender.com as it may have lower quality content or a poor user experience, leading to fewer visitors and lower traffic.

CyberDefender protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.

We conducted a search on social media and found several negative reviews related to CyberDefender. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.

However ComplaintsBoard has detected that:

  • We found clear and detailed contact information for CyberDefender. The company provides a physical address, phone number, and email, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
  • The age of CyberDefender's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.
  • Cyberdefender.com has a valid SSL certificate, while Scammers can obtain a valid SSL certificate by using fake information or by using a stolen or hijacked domain. In some cases, they may even use a certificate issued to another legitimate website.
  • Cyberdefender.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
  • A trust mark has been identified for a cyberdefender.com typically indicates that the site has undergone a verification process by a third-party organization, suggesting that it meets specific security, privacy, or business standards.
ComplaintsBoard
M
6:09 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

CyberDefender AntiVirus Software

Two years ago I purchased CyberDefender and then had to spend an additional $200 to get my computer debugged and cleaned up - software is crap. CyberDefender wanted to charge me $360 to do it online. Last year they renewed without authority and it took 5 months to get the money back on my credit card, which I believe only happened because I continually pursued them. Yesterday I received a renewal notice and replied that I under no circumstances wanted their software. Today I received notice that I was successfully renewed and that they'd charged my card! After waiting on the phone for 45 minutes, I was told they would cancel the charge. Looks like I'm in for another long haul with these con artists. What do I have to do? Cancel my credit card? Change my email address? Vultures!

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CKSmith
Walnut, US
Sep 17, 2011 9:55 pm EDT

http://www.la.bbb.org/business-reviews/Computer-Software-Services/CyberDefender-in-Los-Angeles-CA-13196224
If everyone with these problems would please go to the Better Business Bureau link above and file a complaint, then people like me would be able to check them out BEFORE getting stuck with this software and company. I checked for the MyClean PC that we purchased the Cyber Defender through but got good reviews. (Actually, CyberDefender has a good rating also!) Then, when my husband was having problems and the program was never turning up any problems with my computer (fixed or otherwise) I was getting suspicious. Now, I wish I had known about this complaint site.

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2:25 am EDT
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CyberDefender RIPOFF!

###! I had bought Microsoft office. Each week I had to reinstall product key. I looked online and it said it could be a virus. Nope. Thought it could be a registry error. I called Cyberdefender. They ASSURED me they could fix EVERYTHING no question about it. No problem. I paid the $29.99 for the software. I was convinced that I needed their premium support. I spent $239.00 to have a technician remotely access my machine. I woke up in the morning as the tech was going over everything on my pc. In the morning I woke up to a pc that was shut down. I booted up and tried to use OFFICE. It asked for my product key. I installed. I called Cyber defender and was told they DO NOT WORK ON MICROSOFT ISSUES! I demanded a refund and was told they had attempted to fix my p.c. I hit the roof. They gave me at least 6 different 800 numbers to call. Always redirecting me. Typical "wear the consumer down". I do NOT get wore down! i complained over and over. I received a call from their technical staff offering to help with microsoft OFFICE. they refused to refund my money! They contradicted themselves. Lied and committed fraud! STAY AWAY

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CYDE Customer
, RU
Jun 25, 2011 3:08 am EDT

Not surprised. These guys are a joke. Offer the worse service after hard selling customers.

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2:56 am EDT
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CyberDefender billing

What a rip off. i went to clean my pc and they did a diagonis and of course they had a long list and to fix it I paid 339.98. Then they transfered me to cyberdefender and was told for 129.98 I could have three years of tech support. Wasn't i suprised when i was billed for three payments of 129.98 for a total of 389.97. When I called to cancel and get a refund I was told that that was not possible. There was no one for me to talk to other then this rep. They said they would do a call pull and see if I was told that it would be three payments, and I told him no one ever mentioned 389.98. Nothing can be done now except to warn others

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3:23 pm EDT

CyberDefender Did not finish job

Cyberdefender fix my computer. then i had a 1 inch border on the right side of my monitor.then a tech from cyberdefender told me he could fix the monitor problem in a couple of minutes.4 hrs. went by and no one fixed anthing. then i called them to let them know. another tech then tried to fix the monitor. we could not stay connected online together.the computer kept crashing.then i got pissed and said i am not paying for this.2 days later the c drive crashed and now i have no computer. I SHOULD NOT HAVE TO PAY FOR THIS CHARGE!

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alewi
Belvidere, US
May 04, 2011 3:31 am EDT

I recently dealt with this company only to run into the same issues. When they performed their "fix" on my computer it would no longer stay on for more then 5 minutes at a time. It even ran slower then it did before they performed their service on it. For a company commercial called DoubleMySpeed, I found it laughable. When I called tech support to check my status no one could give me a straight answer and was continously told a tech would get back to me in 24 hours, which never happened. I finally found someone that looked at and fixed my computer for free only putting me out the $130 they charged me (I know its still a lot but could have been much worse). That person told me the only thing wrong with my computer was the backdoor software they installed nearly destroyed my hard drive and almost everything else. NEVER USE THEM

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8:06 am EDT
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CyberDefender Unethical business practices

I saw the advertisement for Cyberdefender and thought I would give it a try to see if it would make my computer run faster. I called to download the "free" trial. I bought a 2 year subscription for 5 computers with the understanding that if within 30 days I was not satisfied I could get a full refund. Luckily I only installed on one computer because it was a nightmare. I spent numerous hours on the phone with the support techs (and of course getting to the support techs) but it was a calamity. I called to get my refund and am still waiting for the return calls from two different customer service reps who "promised" they would call. This is not an honorable company.

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obsteve
, US
Aug 27, 2011 9:38 pm EDT

Here is another one: I tried to buy the one year subscription after running their free diagnosis scan. Fortunately my CC info was not accepted and I called Customer Support. The technician, assuming I knew little about computers talked me thru the opening of the task mgr. He said: OK, how many processes are running? OK, 89. Now how many apps do you see in the tray that are running? OK, 4. That means that 89 minus 4 is 84 (sic) which means that you have 84 applications put on by hackers who are stealing your identity without your knowledge and even your virus software won't show it. The only way to get rid of it is to have a skilled technician go through your computer. We can do that remotely and in fact do it for the troops in Afghanistan and Iraq who can't just run down to the local computer store...and on and on and on. Until I said no thanks. He really sounded pissed that I let him talk for five minutes all the time, enjoying the yarn that he was spinning. Don't buy it. Reformat your hard drive. It takes a little time but its free and it's easy.

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1:16 am EST
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CyberDefender Customer Service

Cyberdefender is the worst company on the internet! I will never use there service again. On Saturday, I spent my entire day trying to get ahold of them and had set up 5 connections to assist me with my issue. They said that they would help and make me a priority. Today is Sunday and they have not helped me and I have attempted 4 more times! Each time they say the Understand and will make me a priority...SUCH A LIE! They all say the same thing and it is all BS! I spent over 6 hours of phone time and 7 Unanswered Call that just stayed on hold for over 20+ Minutes! They are awful and have no service and do not care about the customers. They appear to have a call center based in the Middle East and they really do not care about the customer. My mission is to spread the word of their poor service and they just want your money in the front end and they do nothing on the back end! Just awful! Oh ya...go to www.ccleaner.com and download the free software. This will do the same thing that they do, but it is free! This is a bad company and they do not help! Please check around and do your research before getting involved with these assclowns!

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Jerome Bush
Jonesboro, US
Mar 07, 2011 2:12 am EST
Verified customer This comment was posted by a verified customer. Learn more

Granted, sometimes callers will get different actions, and mine is probably in the minority, but I noticed a charge on my credit card in June, 2010. I just noticed it today when I was scanning statements into my computer to allow less paper in my file cabinet. I called CyberDefender's number, and they admitted they charged my card on 6/25, but if I looked farther, I'd see a credit for the same amount on 6/26. Both operators were very polite. I had had the service in 2006 but never renewed it. The supervisor said he'd personally cancel my account so I'd never get charged again. So my experience was much better. I use AVG and CC Cleaner exclusively these days, and both work well.

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2:16 pm EST
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CyberDefender Billing Fraud

I had many problems with my computer after downloading this software, They charged me for a free download, Then their software crashed my computer and I got in touch with them and then they wanted to charge me almost $500.00 to fix my computer, I fixed it myself. These people give good Software Companies a bad name because of their unscrupulous business practice, They said they refunded my money after charging me for a auto renewal I never sign up for, I have not received it. I am going to file a major complaint and try to bring them up on Fraud charges, People like this gives the internet a bad name and they should be charged just like anyone whom robbed someone on the street, They should not be allowed to hide behind the internet and think no one can find them or bring them up on charges.

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Digital Tech
Butler, US
Jul 15, 2011 4:58 pm EDT

Some of my customers have fallen for Cyber Defender's Ruse - through the TV commercials about cleaning your PC. NOTHING on your computer can be ADEQUATELY cleaned from any ONLINE service! They just charged one of my customers who happens to be handicapped, $397 (Three HUNDRED and 97 DOLLARS) to INFECT her computer with their crap! In fact, she had the "Your computer is infected" pop-up that encourages people to "click here" to fix, only to more deeply infect the computer if you don't fall for their RUSE. I hope my complaint on her behalf to the BBB gets them some attention from the law! This lady spent her rent rebate for a WORTHLESS program.

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12:50 pm EST
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CyberDefender lieing to comsumers

i brought a this cyber defender internet security system for them and i call about a problem they had me open a chat window and no body came to the window so i keep it open all night when i woke up the next morning no tect had work on my computer and i paid 129.00 for 2 years i waited 12 hours for a tect but never got a tect to work on my computer andi called them back and they put me on hold for hours these people should not be doing this to us that paid our money for this internet security i want my money back that i paid for this and they keep giving me the run around about this this sucks

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3:54 am EST
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CyberDefender it's a scam

Hi, I am very upset with your level of service and thoroughly disgusted with your customer service. On January 12th, 2011 I signed up for the premium service...a really bad choice. The guy whoever signed me up specifically told me that all the issues on my computer will be fixed. I have had almost 3-4 techs working on the system at different times since the time I purchased your so called premium services...which are below par at best.

The issues have yet to be resolved. There are 7973 errors on my eventvwr which were supposed to be looked after...and they weren't. I can not use MSN messenger...neither can I open up my pics on my hard drive. I keep getting a server error. Surprisingly enough, I dont even have a server and I am not connected to my office either. I have a presentation that is due tomorrow...and I can not open it either. I was able to do all this before your the 'qualified technicians' messed up my whole system. I called the billing department and was put on hold for almost
15 minutes before I talked to someone; thereon she put me on hold. Apparently she can not authorize re-imbursements. I was further put on hold for another 45 minutes for the floor manager or what ever the glorified designation he is; who never had the courtesy to answer my call. I called over and again a few times and could not connect to the concerned department. I don't know what kind of a business operation your organization is running, but it's least bit professional. I do not wish for your technicians to connect and try to resolve the issues I had earlier or the ones I currently have. They have done enough damage as is. I just need a refund on the software that I paid for on November 12, 2010 ($87.45 CDN) and the premium support that I was promised on January 12, 2011 ($132.36 CDN). The amount adds up to $219.81 CDN. I need an answer and an explanation ASAP.

Cheers.

Hasan Kayani

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VM001
Dallas, US
May 18, 2011 2:27 am EDT

I have just lost an entire business day to these jokers, and not only is my PC in a WORSE shape than before but they wont fix issues they have caused having deleted stuff off my PC, and then I was accused of cancelling an online session after I had been shoved from one technician to another for almost an hour, and getting fed-up wating I cancelled. The the guy informed me as I had already had work done I was only eligible for a partial (i.e minimal) refund. these guys REALLY SUCK!

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8:53 pm EST
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CyberDefender WON'T GIVE MY MONEY BACK

My computer went down and I no longer had cyberdefender on my new computer, but they charged me anyway. when I called about the charge, the man had me on hold for 20 minutes and never came back. I called again and the next man told me that I had to cancel within 30 days, and the 30 days had passed. I didn't even know I had been charged until I received my credit card bill. it seems that they should notify you that your renewal is due so that if you no longer have a computer — you could cancel. it seems pretty shady to me!

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Niteowl
Red Boiling Springs, US
Mar 12, 2011 4:55 am EST

Around July of last year I found a charge of $64.97 on my credit statement from Cyberdefender. I called Sears and was told there was an automatic renewal. I got in contact with Cyberdefender and talked to a woman. She said she would cancel my account and send me some rebate forms. I sent the forms in. Nothing. I really didn't expect to. At this point I'm out nearly $65 and I didn't get the product. I will be canceling my subscription my mail and contacting the BBB.

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nanse78
New Lenox, US
Feb 18, 2011 5:57 pm EST

I paid Cyber Defender $405.95 for 3 years of support. I have tried to get a very simple problem solved. I've spent days being transferred from person to person only to be disconnected with absolutely no resolution to my simple problem. I've also tried to get a refund of my money since all Cyber Defender has been able to do is transfer me from person to person and then disconnect me. This is the most incompetent Company I have ever dealt with. If there is anyone out there that has gotten satisfaction from C.D. please contact me. nansee43@comcast.net. I love to know what you did to get any kind of satisfaction. Sincerely, Frustrated in Illinois.

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6:49 pm EST
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CyberDefender Fraudulent Charges

DO NOT ENTER INTO ANY BUSINESS AGREEMENTS WITH THIS COMPANY -- it is nothing more than an elaborate scam that convinces people there is something wrong with their PC and then sells them worthless software that does nothing, and may even make existing problems worse or create new ones. AND they will also automatically sign you up for recurring billing without your knowledge and charge your credit card or bank account without your approval. THIS COMPANY IS BAD NEWS -- AVOID AT ALL COSTS.

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needsleepnow
Pottsboro, US
Apr 27, 2011 12:45 pm EDT
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Dealing with CyberDefender was a nightmare. If I actually get the refund I've requested, the nightmare will have lasted several weeks. Please, please, stay away from this company!

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9:42 pm EST
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CyberDefender Fraudulent charge for service not rendered

My Dad's computer was stuck in "Power Saving Mode". He couldn't get out of it because the battery on his wireless mouse had run out. (I discovered this AFTER what I'm describing here.)
He was tricked into contacting CyberDefender for help about being stuck in Power Saving Mode --- they told him he had a hard disk problem, and charged him $229.95.
In fact, he did NOT have a hard disk problem, just a dead mouse-battery.
I called CyberDefender for a refund of the $229.95. After several call-transfers, someone said they would submit my request to "Management" for approval of the refund.
I'm not hopeful that the refund is actually going to happen, given all the complaints about CyberDefender I have been reading.
In any case, the problem-solving information they gave my Dad was totally erroneous and completely useless.

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karenjo
, MX
Mar 22, 2011 1:43 am EDT

They tried three times to work on my PC to no avail. My link kept failing but after many calls and emails they have not refunded my money $129.89...they even told me I would have to pay them that sum two more times and it would be taken from my credit card.

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3:05 pm EST
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CyberDefender Their free virus removal hi-jacked my computer

I down loaded the free antvirus and yes it does run a scan and it does find a virus, but then they want BIG MONEY to remove the virus. When I declined, the scan would not remove. I have tried to remove ot for months and it will not let me romove it, not even in safe mode. A box remains up the entire time my computer is on trying to block every porgram that is running. I have called so many times and they will not help me. THey recommend that I take it to someone and pay to have it removed. What ever you do don't do business with them.

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Darrin kline
Quincy, US
Jan 14, 2014 4:57 pm EST

My name is darrin kline I stopped using your product years ago. I called last January and they said they would credit my credit card back and cancel my subscription now I see I have another charge on my account this year. Please cancel my subscription and credit my credit card back

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plumpqt
, US
Jan 17, 2011 9:55 pm EST

Huge rip off and waste of my time! Iam now out almost 700 dollars and my pc only works in safe mode! dont do it!

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Stanlee
cedar park, US
Sep 25, 2009 4:16 pm EDT

A NASTY Trojan virus... Very difficult to uninstall!

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DonT54321
Naples, US
Oct 25, 2009 10:54 am EDT

First I was overcharged on my credit card, should have been 39.95 was charged 54.95...Then they do an "analysis" and tell me i need to have their tech dept fix the computer for $224.

I said no, but they downloaded malicious trojan horse soft ware, which still has my computer in a bind, (microsoft security essential, full scan helped clean the mess up.)

Do not do business with these ###.

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sandy7
, US
Mar 23, 2012 1:24 pm EDT
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I saw Cyber Defenders ad on TV and called and they ran a check on my PC found lots of errors so I bought their product. Six months later my PC mother board crashed and I called Cyber Defenders tech support after an hour on phone they said they couldn't fix problem. I ended up buying new PC different brand and cyber defender transferred to that one. Three months later same-thing happened to new PC I called Cyber Defender and after two days on phone and them fixing my PC I called the company i got my laptop from and since I was under warranty they had me send in my laptop ended up replacing my mother board and told me my virus protection didn't protect my computer at all. I called Cyber Defender they said no problem they will refund my money . They refunded to a closed account and I can't get them to send me my refund to my new account since old account gave them the check back. I have been on the phone with them for over a month now and turned them in to BBB

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McAfreak
Springville, US
May 19, 2011 8:15 pm EDT
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Now for my portion.

CYCSR Nancy, yours is the only company that I've seen that will let a user download a "detection" tool and then force the user to pay to fix their computer, and if they don't, it leaves their computer worse than it started. All the complaints follow a pattern here, one that you are failing to see. Nobody has agreed with any of your claims. Multiple times, others have proven you wrong, and you've tried to go on acting as if it never happened. Another thing that astonishes me is how you ignore what people point out or say and then go on to answer the wrong question. You answer questions that weren't ever asked, and your answers are more than a little paranoid and monotonous. It's like this:
You: "As a tech-minded customer support representative, I must mention that our customer support is willing to help you. Also, I must add that our software is amazing and everyone here simply must buy it."
User1: "You're wrong. Here's the evidence. It said my out of the box, clean install of Windows 7 had 30-something viruses." *mentions VIRUSES*
You: "We're sorry you have trouble, but all computers come with *registry* errors. Did I forget to mention our customer support? Also, I must add that our software is amazing and everyone here simply must buy it." *mentions REGISTRY ERRORS, which weren't brought up*

Time to pass the torch onto yet another "representative" who is "tech-minded". Note that you are the second one I've dealt with on these boards. The first one I entirely destroyed.

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McAfreak
Springville, US
May 19, 2011 7:58 pm EDT
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On another complaint that I follow, Darth Poptart wrote:

As much as there has been comments from over a year ago, I just had such an urge to comment on this as well. Keep in mind, this is coming from a Tech student working with Computer Systems that is taught under a teacher who has done troubleshooting and virus removal for over 10 YEARS and has seen it all.

First of all, and the most IMPORTANT thing to do, is NEVER do is go on ahead and download/purchase any program that is suppose to protect your computer without looking over numerous reviews in case that program is a scam. This just might save you money and even information.

Second, there is nothing that pinpoints a slow computer to just viruses, especially those in the registry. There could be numerous other reasons why it is going slow, and it may be even a reason that is easy to fix without spending money. In the case where you want a registry cleaner, try CCleaner. It helps you free up space on your computer taken up by temporary files from your internet browser, and it helps clean the registry of errors and unused registry items in there. You don't even have to pay for the product to remove the issues from the computer because it is free and even more so, it allows you to back up your registry so you can reverse any changes made with the program just as CyberDefender's programs can "apparently" do.

For virus protection/prevention, this is where you must do your research. There is always the risk of personal information being exposed if you purchase that one wrong program, such as Vista Internet Security 2011, which IS a rouge trojan acting like an anti-virus. Programs such as AVG and Comodo let you download the program for free with basic, but highly customizable settings, for virus protection and a reliable firewall. You would have superior protection if you purchased the program, but never has AVG or Comodo urged you to buy the program as much as MyCleanPC has

So there is many other ways to free up space on your computer, increase the performance on your computer, and not risk your information FOR FREE. Keep in mind, the best way to get the best protection is to buy an anti-virus program, but make sure you TRY IT OUT AND DO YOUR RESEARCH.

And to Nancy, the page, specifically the MyCleanPC page, is very misleading and unreliable. I had to do a deep search on CNET just to find your review page, since the MyCleanPC failed to redirect me to the page (you click on the CNET image, and you are instead redirected back to the front page of MyCleanPC). Second, why are there no updates for this program. Are you telling me that this one program is that perfect that it will never need updates? Wrong. Very wrong. Even CCleaner needs constant updates to perform at it's best and every anti-virus that actually works needs updates constantly too. And if I am wrong, where is there anything on any page on your website that informs you of new updates for the program? Where are the details about your program besides how to buy it? You say that you use the information you collect in order to improve your service to your customers, but how come there has been no improvement since you released it over 2 years ago?

How about an even bigger question, Nancy. What makes your company's programs better than CCleaner? How about Comodo, Malwarebytes, or AVG? Why is it that the first thing that people think of when they hear your company name is "Virus" or "Rouge Anti-Virus"? Your site and how it is set up can't even compare to Piriform's (CCleaner's company) home page, which is absolutely user-friendly and better to work with.

So to those who have issues with CyberDefender and their products, there are better options out there. Don't fall for their spam when you can consider other programs to use that have no risk involved. DO YOUR RESEARCH. IT WILL NEVER HURT YOU. I don't know how many times I have to say this, but seriously, anything you look up in Google or Bing nowadays will give you pages of other people who are finding that this program IS NOT AS GOOD AS OTHER BETTER PROGRAMS OUT THERE.

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WLM
Chicago, US
Mar 31, 2011 10:07 pm EDT
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I just returned from one of my client's office who had installed Cybre Defender on five computers (without my advice). When I arrived none of the 5 computers could go online one failed to boot and one was hung. I was told that Cyber Defender techs had worked worked on one to the computers remotely and had not resolved any issues yesterday. I was also told that the companies account had been triple billed for the product. This sounds pretty much like the other complaints that I have been reading. Yes, I am a IT pro. There are a lot scam artist out there.

CYCSR Nancy
CYCSR Nancy
Los Angeles, US
Nov 24, 2010 2:35 am EST

Hello NormanBates,

While we at CyberDefender appreciate your philanthropist mentality and apparent desire to help others in need, I felt it was prudent to address your points, which unfortunately are a tad misguided.

To begin, and as I mentioned to SJR2, any who have downloaded our Early Detection Center Internet-Security Suite may visit http://www.cyberdefender.com/remove to find instructions on how to remove the software. There are a couple factors which might hinder this process, a prevalent one being when a consumer attempts to manually uninstall the product by simply deleting files, and not following Microsoft Windows program uninstall directions (via "Control Panel>Add or Remove Programs"). Unless experienced, these individuals will likely not erase all traces of the downloaded software. However, it is rather elementary to assume only CyberDefender software can cause the aforementioned issue; for it is a universal issue within Windows. Such is why they design their Operating System to include the "Add or Remove Programs" feature.

Another potential cause for difficulties in removal of CyberDefender software is that an individual has in fact not downloaded and installed CyberDefender software at all; rather they have downloaded unwittingly a similarly-named program which is designed to mimic our own product as part of a "rogue anti-virus" scheme (http://en.wikipedia.org/wiki/Rogue_antivirus).

Also as previously stated, our anti-virus Services are free. It must be remembered however, that while all viruses are malware, not all instances of malware are viruses. While Early Detection Center 3.0 can scan, identify, and remove detected viruses free of charge, other categories of malware (such as spyware) require the fully Licensed version to be removed. If one is not able to remove malicious items in an Early Detection Center scan, there's a good chance that the malicious item discovered wasn't a virus, but some other form of malware. I'd encourage individuals to review the Scan Results to determine the exact definition and nature of a given detected item.

Moving on, I would recommend personally that NO individuals experiencing such a minor problem as being unable to install a program take such drastic measures as seeking 3rd party "geek" repairs, as you had referenced. Often times, simply re-installing the software will allow it to be removed properly (through "Add or Remove Programs" in the Control Panel).

We see you also talked to "a Symantec guy" access your computer to remove the software for $75.00. We would not have suggested this. The methods posted on http://www.cyberdefender.com/remove should be followed exactly, as they are adequate for standard removal. This nine out of ten times proves successful, save that small minority which either experienced the previously stated manual removal issue, or others which have another PC-related issue which prove detrimental to the uninstall process. Secondly, there are software products available for free online which are designed to remove programs should the standard removal process. Google searches often yield helpful and positive results when seeking information. We are glad, however, that the Symantec technician was able to help you, as it only affirms our company's choice to bring aboard our Senior Vice President of Product Development. She is the former Vice President of Product Management for Symantec, having overseen the development of Norton AntiVirus, Norton SystemWorks, Norton Internet Security, and N360. Moreover, our Senior Vice President of Engineering and Threat Research also served at Symantec as Senior Software Designer, developing such products as Norton Utilities, Norton Commander, and Norton Desktop. He also functioned as Director Product Development for Earthlink, Inc.

All considered, I must disagree with your assessment that "these guys ought to be in jail." Our products are certified by several independent testing labs. Our staff has a severely proven track-record in the field of Internet-Security and technology. Our "guys" include individuals who were crucial in the development of Symantec, the very company you attest repaired your computer, and perhaps even the very anti-virus software you currently utilize. Jail is not where they belong, but right where they are, as pivotal members of a continually expanding and improving organization, designing products which will help protect people like you.

Thank you,
Nancy L. - Agent 1775
The CyberDefender Team

CYCSR Nancy
CYCSR Nancy
Los Angeles, US
Nov 24, 2010 1:05 am EST

Dear SJR2,

Thank you for your feedback. On behalf of CyberDefender, I'd like to apologize for any difficulties you may have experienced in removing our software.

Firstly, I recommend you visit http://www.cyberdefender.com/remove.

There you can find instructions on how to remove CyberDefender products. But please, do not think that we do not wish to assist you. That is the very reason I am responding to your issue.

Regarding your reported "pop-up, " it's difficult to identify the source of the pop-up based on the information provided. Our Early Detection Center Internet-Security Suite will launch pop-ups for many reasons, including reminders to Activate the product, notifications that Windows Updates are available, etc. They should certainly be removable. Can you please inform me as to what text is included in this pop-up window?

Please feel free to reply back here with your response, or contact our ever-expanding Customer Relations Call Center Monday-Friday 6 AM - 10 PM PST and Saturday-Sunday 6 AM - 6 PM PST, toll-free at [protected]. You can also email us at support@cyberdefender.com. Should you decide to email us, please reference "ComplaintsBoard post c391160" somewhere within the subject or body of the message to ensure expedited routing.

Thank you,
Nancy L. - Agent 1775
The CyberDefender Team

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4:42 am EDT
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CyberDefender No Renewable Notice

I have signed up for 24/7 Live Tech Support [protected] last year on 13.9.2009, but I find it not useful therefore did not want to renew it this year. But it was charged automatically into my creditcard without my approval and knowledge till I received my creditcard bill this month (Oct). Kindly help to remove my creditcard deduction in the future. Ref No: 24351780256948361618385. I have called your toll free number at [protected] on 11.10.10 but there was no respond. Should there be any queries, please feel free to call me at 65- [protected].

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CyberDefender scam

We got "free computer" scan information phone # off
computer. We were told we had over 1300 errors on our computer and the cost to remove would be $39.00.
We agreed, provided visa #. We were immediately charged $69. When we called their customer service after finding out our worked very slowly after their suppposed fix costing $69. We were charged another
$389 immediatelly on our visa card. Supposedley we
have a 100% satisfaction guarantee. We areNOTt
satisfied! Customer sesrvice refuses to honor their
guarantee and we have had it 48 hours. Visa will
be contacting them on Monday as soon as they are open. We refuse to pay anything. [protected].

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CyberDefender Don't Buy the Service

I have purchased their services in May of this year. I had to use their services but everytime it was a hassle to get their help. They tell you to give control of your computer to them and not to touch it. When you do, it sits there and nobody works on it. When you call there customer service rep, they lie to you by saying their technician is working on it when no one is even looking at it. When you call back because your computer is still not getting worked on (after several hours) they either lie to you again or hang up on you.

I am having that same trouble right now. I have been seating idle for past 4 hours and I called 5 times and been lied to 4 times and 1 hang up.

Do not get fooled by these guys.

Don't buy their services!

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CyberDefender
Los Angeles, US
Aug 19, 2010 4:16 pm EDT
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Dear Don't Get Fooled,

This is CyberDefender customer service responding to your request.

For future reference, it would be far easier for you to obtain assistance from our company by directly contacting our customer service department, rather than by posting a complaint on a website unaffiliated with our company. We would be glad to assist you in sorting out any difficulty with your account, but we cannot locate your account based on your complaintsboard.com online name.

At any time, any dissatisfied customer can contact our corporate headquarters at [protected], or email us at supportATcyberdefender.com, and please be sure to give us your full name, date of purchase, and the email address you used when you made your purchase. We will be happy to assist you.

The reason our technicians ask for you to leave your computer on and just leave it alone during a remote session is because a customer can inadvertently change or block a technician's work if the customer is using the computer at the same time as the remote repair session. Think of it this way -- would it be possible to take your car on a road trip and have a mechanic is change its oil at the same time? Our technicians must have full access to your computer, with no data being changed by another user, in order to repair it.

Also, simply because you cannot see the technician working does not mean that the technician isn't working. For example, if the tech is removing a rogue antivirus from your computer, that tech will be working at the level of your program files, probably using a command line interface, so you will most likely not be able to see the work being done just by looking at the screen. Much of our technicians' work goes on "behind the scenes" of what is readily apparent on your computer's screen, which is why you oftentimes won't be able to see it.

Please do not hesitate to contact us directly at [protected] if you require any further assistance.

Thank you,
CyberDefender Customer Service

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CyberDefender i cancelled order, they credited my credit card, yet, you ,charged me 39.95 on my card. i want it, taken off..

I cancelled order, they DID NOT credit my credit card, yet, you, charged me $39.95 on my card. I want it, taken off.. They have given me a conformation # 925064 on MONDAY

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CyberDefender
Los Angeles, US
Aug 17, 2010 4:40 pm EDT
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Dear pissedoffandreadytorage,

Paypal can't have attempted to bill you for our service, as we do not accept Paypal as a form of payment. If Paypal attempted to bill you, it did not come from our company, as again, we do not and have never accepted Paypal as a form of payment.

For future reference, it would be far easier for you to obtain a refund from our company by directly contacting our company's customer service, rather than by posting a complaint on a website unaffiliated with our company.

If you are in fact a CyberDefender customer and were billed $29.99 for an autorenewal, then when you first subscribed to CyberDefender's computer security software, you authorized and agreed to our Terms of Service and EULA (End User License Agreement). She can reference our Terms of Service by visiting http://www.CyberDefender.com/terms.html. CyberDefender notifies all customers by e-mail regarding the subscription renewal process a full week in advance prior to renewing them. The e-mail reminder offers customers the ability to cancel or opt-out from our database. Customers that do not respond are then billed accordingly.

Auto-renewal of customer subscriptions is standard industry practice in the antivirus software business, largely because a gap in the customer's service will leave the customer's computer unprotected, and also because of the software engineering problem of somehow re-activating a customer's account once it has expired and been deactivated.

We would be glad to assist you in sorting out any difficulty with your accounts including issuing you a refund, but we cannot locate your accounts based on your complaintsboard.com online name. At any time, any dissatisfied customer can contact our corporate headquarters at [protected], or email us at supportATcyberdefender.com, and please be sure to give us your full name, date of purchase, and the email address you used when you made your purchase. We will be happy to assist you.

Please do not hesitate to contact us if you require any further assistance.

Thank you,
CyberDefender Customer Service

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P
pissedoffandreadytorage
wren, US
Aug 17, 2010 4:28 pm EDT

I don't know how I got on cyberdefenders purchase list, but I found a 29.99 "attempted" charge to my debit card. Luckly, there WASN'T enough money in there for the transaction to go through. So I do not have a purchase number. I don't even have the cyberdefender program on my computer. The question lies then, how did they get my paypal debit information to attempt a charge. These complaints make it seem like calling customer service won't do any good. People are making the call and not And since I never gave them my debit card number to begin with, I am worried they may keep trying to charge me later... This is bogus, and seemingly tied into these phishing scams and so on.

Cyberdefender, you suck. SCAMMERS!

I refuse to call your customer service, instead I will contact Paypal customer service and demand they do not accept any charges from your bunk operation!

CyberDefender
CyberDefender
Los Angeles, US
Aug 16, 2010 1:57 pm EDT
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Dear Just Sick and Tired and JJJENSEN4087,

Thank you for contacting CyberDefender's customer service.

For future reference, it would be far easier for you to obtain a refund from our company by directly contacting our company's customer service, rather than by posting a complaint on a website unaffiliated with our company. We would be glad to assist you in sorting out any difficulty with your accounts, but we cannot locate your accounts based on your complaintsboard.com online names.
At any time, any dissatisfied customer can contact our corporate headquarters at [protected], or email us at supportATcyberdefender.com, and please be sure to give us your full name, date of purchase, and the email address you used when you made your purchase. We will be happy to assist you.

Please do not hesitate to contact us if you require any further assistance.

Thank you,
CyberDefender Customer Service

J
J
JJJENSEN4087
Spring Lake, US
Aug 15, 2010 6:16 pm EDT

A similar issue happened with me...I called to order the cyberdefender basic 69.00 package. I gave the guy my debit card number and then he proceeded to try and sell me the upgraded 129.00 package. I realized this whole thing was going to be a huge problem and was going to try to suck every penny out of me, so I explained to the guy that I honestly dont want either service at this point. After about 20 minutes of NO THANK YOU's and MAYBE NEXT TIME's, he assured me I would not be billed. A few days later I realized I was not only billed for the 69.00 package, but I was also billed for the 129.00 package! I called the customer service and explained what had happened and that I have never activated any services or utilized anything dealing with them. The service rep explained that he would review my account and call me back to let me know what they will do and if they will refund the money. It has now been over a month ( July 8th) and still no call. They did however refund me the 69.00 but NOT the 129.00! So today I called and the service rep tried to claim that I had recieved services and the previous rep had accessed my computer to do maintinance. IMPOSSIBLE! I never activated ANY service and I didnt even have my computer on when I called to order the services! I got the number from a commercial! SO once again the service rep tells me that he will have to review my account and my phone call to see if I even qualify for a refund! This is complete BS! it has been almost two months and they still continue to give me the run around. Fortunately, myself and my wife are in the military so we can spread the word about this Cyber Scam...but it is still amazing how these people can just take you for your money and not think twice about it!

J
J
Just Sick and Tired
Ruston, US
Aug 15, 2010 1:55 am EDT

They did the same to me for 84.95. I even called them on the telephone to cancel order. They said email would contain confirmation. What email? The email they didn't send. Further, I called to cancel order because their online order process is scheming in the manner which it is setup. Finally, a reputable company would not automatically select radio buttons, they would not try to force their software/hijack your computer/time, and lastly they would cancel your order after you no longer authorized such.

CyberDefender
CyberDefender
Los Angeles, US
Jul 29, 2010 5:44 pm EDT
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Dear George Pratt,

Thank you for contacting CyberDefender's customer service.

For future reference, it would be far easier for you to obtain a refund from our company by directly contacting our company's customer service, rather than by posting a complaint on a website unaffiliated with our company. At any time, any dissatisfied customer can contact our corporate headquarters at [protected], or email us at supportATcyberdefender.com, and please be sure to give us your full name, date of purchase, and the email address you used when you made your purchase. We will be happy to assist you.

Our records show that two refunds in the amounts of $39.98 and $39.98 were issued today. Refunds can sometimes take 1-2 billing cycles, depending on the issuing bank, before they appear on your credit card statement.

Regarding the status of your refund, the funds have been released on our end. You will want to contact the customer service department of your financial institution to inquire as to when it will appear on your statement.

Please do not hesitate to contact us if you require any further assistance.

Thank you,
CyberDefender Customer Service

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