Cannot contact Tech Support

[EdtheAminal]

I've tried calling the tech support number ( Boston based is the one on the website, and it does not work! ) I'm having installation issues and my license is about to expire

[Gemini]

This issue is still present! It seems to me that this is by design. My son used to develop websites and says there is no logical explanation for this unless it is done intentionally, as it is not a difficult error to fix.

It happens in all browsers (not tried incognito).

Here's the link to the form: https://support.kaspersky.co.uk/consumer/faq_sales_digital_river#contact-us

I have just been billed for another year (£44.99) without any reminders being sent first and also at least a week or so earlier than normal. I don't use Kaspersky any more and want a refund. They can see from my account that I don't use it on any devices.

Thank you

[Flood and Flood's wife]

1 hour ago, Gemini said:

This issue is still present!

Hello @Gemini, 

Welcome!

Update, Kaspersky no longer uses Digital River, please contact Kaspersky support - https://support.kaspersky.com/b2c#contacts - they will assist with the refund: How to request a refund for a Kaspersky application.

Please fill in the template on the support page:  https://support.kaspersky.com/b2c#contacts, similar to the following, include your specific information please:

Thank you?
Flood?+?

Edited December 12, 2022 by Flood and Flood's wife

[Flood and Flood's wife]

11 hours ago, Gemini said:

This issue is still present! I don't use Kaspersky anymore and want a refund. 

Hello Gemini, 

Additional information:

Kaspersky still use Digital River for renewal of licenses, purchased prior to 2021. 
Kaspersky does not use Digital River for new purchases. 

We hope the support team have been able to assist. 

Thank you?
Flood?+?

Edited December 13, 2022 by Flood and Flood's wife

[Gemini]

On 12/12/2022 at 2:04 PM, Flood and Flood's wife said:

Update, Kaspersky no longer uses Digital River.

 

Then they should remove this contact form from their website so people stop having this issue.

 

I managed to contact them via https://support.kaspersky.co.uk/b2c/GB#contacts and it is now been refunded and sorted. 

Thanks

[Flood and Flood's wife]

6 hours ago, Gemini said:

1. Then they should remove this contact form from their website, so people stop having this issue.

Hello @Gemini, 

You're most welcome!

We're very happy to hear the refund has been processed, that is good news!

We added additional information above:

Kaspersky still use Digital River for renewal of licenses, purchased prior to 2021. 
Kaspersky does not use Digital River for new purchases. 

The Digital River UK page is functional. 

Thank you?
Flood?+?

Edited December 14, 2022 by Flood and Flood's wife

[Gemini]

34 minutes ago, Flood and Flood's wife said:

Kaspersky still use Digital River for renewal of licenses, purchased prior to 2021. 
Kaspersky does not use Digital River for new purchases. 

The Digital River UK page is functional. 

Well my paypal statment says Digital River.

And this page is not functional:

https://support.kaspersky.co.uk/consumer/faq_sales_digital_river#contact-us

They should either fix it or remove it.

Thanks

[Flood and Flood's wife]

2 hours ago, Gemini said:

1. Well, my PayPal statement says Digital River.
2. And this page is not functional:

https://support.kaspersky.co.uk/consumer/faq_sales_digital_river#contact-us

Hello @Gemini, 

You're most welcome!

Thank you for posting back & the information!

1. If the original purchase was done via Paypal, the statement will reflect that, however; it's possible some issue needs to be updated for Kaspersky on the PayPal side, we will try to follow that up. 
2. May we ask how you got to https://support.kaspersky.co.uk/consumer/faq_sales_digital_river#contact-us link please, that's where the problem seems to be, it will be a big help if you can share that please? 

Thank you?
Flood?+?

Edited December 14, 2022 by Flood and Flood's wife

[Gemini]

No problem...

So first I was here:

https://support.kaspersky.co.uk/b2c/GB

I then click the 'Frequently Asked Questions box,

Then click 'Show All' on the dropdown for the first section 'Purchase and payment'

Then click How to request a refund?,

Then click the link Kaspersky Technical Support.

Hope that helps

Thanks

[Flood and Flood's wife]

Hello @Gemini, 

Thank you so much, it helps HUGELY!
You get me & my wife's 'Clever ? Clogs' weekly award, which doesn't actually exist, but, IF it did, you'd receive it!! 

------

Hello @Danila T.  & @Igor Kurzin, from @Gemini, above:

A. The contact Kaspersky Technical Support LINK = https://support.kaspersky.co.uk/consumer/faq_sales#contact-us, opens https://support.kaspersky.co.uk/consumer/faq_sales_digital_river#contact-us (first image)

B. On the https://support.kaspersky.co.uk/consumer/faq_sales_digital_river#contact-us form (2nd image):

1. No recaptcha challenge
2. The Send button is disabled

 

Thank you?
Flood?+?

Edited December 19, 2022 by Flood and Flood's wife

[Igor Kurzin]

Hey Flood, thanks for raising this one up, we are on it. 

[Flood and Flood's wife]

2 hours ago, Igor Kurzin said:

Hey Flood, thanks for raising this one up, we are on it. 

Hey @Igor Kurzin, 

You're most welcome! 

Thanks for picking it up!!

Big thanks must go to @Gemini, she was good enough to provide the info?

Cheers,

Flood?+?

[E13]

I have spent almost 45 minutes trying to find a way to contact support and ended up looping on support screens, never able to open a ticket.  I don't think I've ever had a worse customer support experience solely based on the complete goose chase they seem to make their customers go through to actually get help.  After being a Kaspersky customer for years, this might be the final straw for me.  Looking forward to researching new antivirus today and a company that actually takes customer support seriously.

[Berny]

@E13 Welcome.

What is your problem and your geographical location ?