Hi Kaspersky!

I have bought a wrong version of the product: Anti-Virus for File Server.

I've tried the product, but it literally kills the server by multiplying it's instances endlessly. I've contacted KasperskLab support to find out that version will not work on Server 2008 and I need the other version.
I've asked for support and change of license or return, but Kaspersky Lab staff told me that I should send request to Arvato Systems for refund and re-making the license.

However, Arvato Systems are not answering any of the mails I send at their e-mail address: kaspersky-global@arvato-systems.de

They ignore my e-mails completely.

Why is your official online seller ignoring customer e-mails?

Thank you.

What type of license did you bought?

Is it a single product or a a bundle like Enterprise Space Security?

Hi Helmut.

I've come to Global Store after selecting my country and bought a license for my File Server (Server 2008).

I've purchased it, installed and it worked just fine until I've realized the program instances itself in a loop (starting many avp*32.exe until memory is full). After contacting support they said it's a bug and it can't work on my OS and I should change program.

They give me link and I installed and that program works ok.

My license is:
Ordered product: Kaspersky Anti-Virus for File Server - 1 file server

Windows.. Later when I was looking on web account, I saw my license name is "Novell" ?? - But it worked so I did not bother asking for change. But when program started making problems...

I have tried using the license on version support give me to install, but that license did not work and now I need to cancel it to buy a new one that does work.

Tech support says I need to send mail to Arvato...

However, nobody in Arvato replies to mails... Very unprofessional.

The funny thing is that Arvato, on their own, sent me 2 emails regarding order cancelation before I even knew there was a problem of any kind and that was strange (very) but I ignore that because the license continued to work.


Dear Helmut, there is something very strange about this problem:

Steps:

1. - I buy Order No: XXXXXXXX on 08.12.2008. Kaspersky Anti-Virus for File Server - 1 file server
2. - I install and start program
3. - On 09.12.2008 I recieve mail about order cancelation, cancelation invoice and sum that will be returned to credit card, but even today, no money has been returned to credit card.
4. - On same day after checking if license works I find out it's a Novell license although I bought and installed Windows. It works without problem so I choose to think the cancelation mail has been an error and there has been no real cancelation.
5. - On late night 10.12.2008. I find there is a serious lag on server and check it to find out Kaspersky has killed it by filling memory with thousands of "avp*32" (anti virus) processes.
6. - On 11.12.2008 I send support ticket about the problem and same day recieve answer I need to change program version.
7. - I change program version, but old license "does not apply for that product" and ask for assistance. I'm told to contact Arvato to cancel existing license and get a new one.
8. - I send 3 e-mails from different, personal and official mails to Arvato, with details about problem and request for order cancelation.
9. - Today: more than 2 days I recieve no reply from Arvato.

The problem is that a single license is only available File Server and not for File Server enterprise Edition.

I think the best way is to contact sales of Kaspersky Labs in your country and explain your problem. Thats the only way to change the license.

But I was told I need to contact one who I bought the license from = Arvato.

Why is Arvato not replying to emails? - On their page there is clearly stated I have 2 weeks for refund.

You'll need to contact Arvato directly. If they don't respond to the email, then go ahead and call them directly. Support can't assist you in the matter, as it's an order processing issue.

Still no reply... Shall call them.