Where is Support Ticket Section?

[testuser]

Hi all,

I bought Kaspersky Premium and i am really regretful about this. I wanna refund of course but first i wanna check support ticket reply. I got an email about check "Your XXXX request number is waiting for your review." But i couldnt find the support tickets section. Please can someone tell me where is that? P.S.: I'm Kaspersky Premium user

[Flood and Flood's wife]

1 hour ago, testuser said:

• I bought Kaspersky Premium and i am really regretful about this.
• I wanna refund of course but first i wanna check support ticket reply.
• I got an email about check "Your XXXX request number is waiting for your review." 
• But i couldn't find the support tickets section.
• Please can someone tell me where is that?

P.S.: I'm Kaspersky Premium user

Hello @testuser, 

Welcome!

After receiving this email - "Your XXXX request number is waiting for your review." - everything is done by email, between Kaspersky & (you) - there is no *support ticket section* -> there *used* to be, in the subscriber's MyKaspersky account - but that system was discontinued several years ago. 

For the refund please follow this: How to request a refund for a Kaspersky application. 

Thank you🙏
Flood🐳+🐋

[testuser]

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

Hello @testuser, 

Welcome!

After receiving this email - "Your XXXX request number is waiting for your review." - everything is done by email, between Kaspersky & (you) - there is no *support ticket section* -> there *used* to be, in the subscriber's MyKaspersky account - but that system was discontinued several years ago. 

For the refund please follow this: How to request a refund for a Kaspersky application. 

Thank you🙏
Flood🐳+🐋

I received below e-mail.

 

Dear Customer,

Your request numbered XXXXX is waiting for your review.

If your problem is not resolved, please reply to this email.

If you have not received a response from the Technical Support team, please check your Spam/Unwanted mailboxes.

If you do not take this reminder message into consideration, your support request that you have opened to the system within 10 days will be considered resolved and will be automatically closed.

Best regards,
Kaspersky Technical Support Team

 

Now i am asking you dear Forum Master. I will try explain step by step.

Your request numbered XXXX is waiting for your review. -->>> It's waiting my review? Where is the solution? Where is their reply?

If your problem is not resolved, please reply to this email. -->> How my problem is solved? Where is the solution? I didn't get any solution? I didn't get any e-mail about my request or question or case?

If you do not take this reminder message into consideration, your support request that you have opened to the system within 10 days will be considered resolved and will be automatically closed. -->> How my problem can being solved? Where is the solution? Where is the technical team response? They say "it will be automatically will be marked as resolved" Are you kidding with me? I created the ticket 4 days ago and i today i got this reply. If i am a licensed user and if i bought your service will i must wait for work days? Will i must wait for live chat before 6pm? How this is possible?

 

Now i am asking again if i got that reply where is the solution and where is the technical team response? If they sent that e-mail to technical team and why they start writing e-mail by "Dear Customer" and if they sent this e-mail to technical team WHY they say "we are waiting your review"?

 

 

 

Edited August 19 by testuser

[Flood and Flood's wife]

46 minutes ago, testuser said:

I received below e-mail.

Dear Customer,

Your request numbered XXXXX is waiting for your review.

If your problem is not resolved, please reply to this email.

If you have not received a response from the Technical Support team, please check your Spam/Unwanted mailboxes.

If you do not take this reminder message into consideration, your support request that you have opened to the system within 10 days will be considered resolved and will be automatically closed.

Best regards,
Kaspersky Technical Support Team

 

Now i am asking you dear Forum Master. I will try explain step by step.

1. Your request numbered XXXX is waiting for your review. -->>> It's waiting my review? Where is the solution? Where is their reply?
2. If your problem is not resolved, please reply to this email. -->> How my problem is solved? Where is the solution? I didn't get any solution? I didn't get any e-mail about my request or question or case?

If you do not take this reminder message into consideration, your support request that you have opened to the system within 10 days will be considered resolved and will be automatically closed. -->>How my problem can being solved? Where is the solution? Where is the technical team response?

They say "it will be automatically will be marked as resolved"

Are you kidding with me?

I created the ticket 4 days ago and i today i got this reply.

If i am a licensed user and if i bought your service will i must wait for work days?

Will i must wait for live chat before 6pm?

How this is possible?

Now i am asking again if i got that reply where is the solution and where is the technical team response?

If they sent that e-mail to technical team and why they start writing e-mail by "Dear Customer"?

Hello @testuser, 

Thank you for posting back & the information!

Kaspersky Customer Service are 24 x 7 x 365 -> after an issue is logged and a subscriber receives the automated email with the incident reference number, prefixed with INC0000, all communications are done via email - unless the subscriber begins a *new* chat & OR a phone-call, IF that service is available in the subscriber's location/region. IF Live chat is not available until 6pm, then yes, waiting is necessary.

IF (you) do do a Live chat with Kaspersky Customer Service, the automated system will create a *new* incident reference number, tell the Chat-agent (you) already have an *open* incident # INC000 etc; they will close the *new* incident # & merge it with the existing INC0000 & (you) will also receive a follow-up email stating something similar to: "INC000 is closed, but do not worry, we are still working on the problem under INC000 etc."

Kaspersky refer to their subscriber's as - Dear Customer - when they communicate with them via email. 

IF (you) didn't receive their original advice *reply* to that email -> *tell them*, I didn't receive the email. The problem is not solved, please provide assistance. 

Kaspersky have a set system for incident management - they are not kidding; after sending the initial email, if they don't receive a response they 'assume' the problem is solved - the subscriber has not continued to say 'help', so their incident-management-system triggers the cycle for closing the incident. 

Unfortunately, the Kaspersky Community does not know where Kaspersky's original "email / solution / technical team response" is, it may have got lost; the Kaspersky Community has no access to a Kapersky subscriber's information, for (your) own security & privacy that's protected information & only available to Kaspersky Customer Service / Kaspersky Technical Support -> all we can recommend is to reply to the email & let them know the issue persists. 

Thank you🙏
Flood🐳+🐋

Edited August 19 by Flood and Flood's wife
spelling

[testuser]

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

Hello @testuser, 

Thank you for posting back & the information!

Kaspersky Customer Service are 24 x 7 x 365 -> after an issue is logged and a subscriber receives the automated email with the incident reference number, prefixed with INC0000, all communications are done via email - unless the subscriber begins a *new* chat & OR a phone-call, IF that service is available in the subscriber's location/region. IF Live chat is not available until 6pm, then yes, waiting is necessary.

IF (you) do do a Live chat with Kaspersky Customer Service, the automated system will create a *new* incident reference number, tell the Chat-agent (you) already have an *open* incident # INC000 etc; they will close the *new* incident # & merge it with the existing INC0000 & (you) will also receive a follow-up email stating something similar to: "INC000 is closed, but do not worry, we are still working on the problem under INC000 etc."

Kaspersky refer to their subscriber's as - Dear Customer - when they communicate with them via email. 

IF (you) didn't receive their original advice *reply* to that email -> *tell them*, I didn't receive the email. The problem is not solved, please provide assistance. 

Kaspersky have a set system for incident management - they are not kidding; after sending the initial email, if they don't receive a response they 'assume' the problem is solved - the subscriber has not continued to say 'help', so their incident-management-system triggers the cycle for closing the incident. 

Unfortunately, the Kaspersky Community does not know where Kaspersky's original "email / solution / technical team response" is, it may have got lost; the Kaspersky Community has no access to a Kapersky subscriber's information, for (your) own security & privacy that's protected information & only available to Kaspersky Customer Service / Kaspersky Technical Support -> all we can recommend is to reply to the email & let them know the issue persists. 

Thank you🙏
Flood🐳+🐋

Thank you so much for kind message and long explanation. Then i will wait the solution until they reply me. Ok, let's wait. By the way my problem is about Real Time Protection. 

Firstable i wanna say something i am cyber security specialist (there is no ego believe me). i would use my company's EDR agent but then i thought i can buy for personal and i really like kaspersky EDR but antivirus is really garbage. Let me explain issue.

i downloaded some malware from malware sample websites. you know they are password protected zip files (password is infected). i configured my kaspersky's heuristic scan to the highest option. i extracted the malware zip file and kaspersky did nothing. NORMALLY, in MOST "basic" antivirus software when you extracted, downloaded (or trying to download), copied a malware, antivirus MUST detect and quarantine that file. But in kaspersky, i extracted the malware file and i accessed the malware folder and more and more i copied that to desktop from downloads and kaspersky still is not detecting malware. I tried at least 10 malware and all of them are NOT fud (fully undetectable). They are detected by at least 15 antivirus engine. i am asking you now. is kaspersky detecting malwares only when they are executed? If it is i wanna refund my money because this is useless for me.

[Flood and Flood's wife]

37 minutes ago, testuser said:

Thank you so much for kind message and long explanation.

Then i will wait the solution until they reply me. Ok, let's wait.

By the way my problem is about Real Time Protection. 

Firstable i wanna say something i am cyber security specialist (there is no ego believe me). i would use my company's EDR agent but then i thought i can buy for personal and i really like kaspersky EDR but antivirus is really garbage. Let me explain issue.

i downloaded some malware from malware sample websites. you know they are password protected zip files (password is infected). i configured my kaspersky's heuristic scan to the highest option. i extracted the malware zip file and kaspersky did nothing. NORMALLY, in MOST "basic" antivirus software when you extracted, downloaded (or trying to download), copied a malware, antivirus MUST detect and quarantine that file. But in kaspersky, i extracted the malware file and i accessed the malware folder and more and more i copied that to desktop from downloads and kaspersky still is not detecting malware. I tried at least 10 malware and all of them are NOT fud (fully undetectable). They are detected by at least 15 antivirus engine. i am asking you now. is kaspersky detecting malwares only when they are executed?

If it is i wanna refund my money because this is useless for me.

Hello @testuser, 

You're most welcome!

Thank you for posting back & the information! 

As long as *now* (you've) replied to Kaspersky email, telling them help is still required, then yes, please wait, a response should be received within the next few days. 

Regarding detections, what selections have been made in: Exclusions and actions on object detection & System watcher? 

(IF) this problem was happening to us, we'd export Kaspersky configuration: How to export settings, restore Kaspersky to Default: How to restore the default settings of the application, double check & ensure there's no outstanding Windows updates, shutdown the computer using SHUTDOWN, not Restart, power ON by pressing the power button, login, make sure Kaspersky is running, go to: WICAR test site & run the tests again. 

The Kaspersky *expert* team are best placed to assist (you) with this issue, they will be able to analyse (your) computer - again, the Community cannot request logs, traces, other data, from a subscriber's computer, it's a Community rule - designed to protect all Community members privacy & security -> Violations of the Kaspersky Support Forum rules: Request for the publication of information, including reports and logs, that may contain personal data or confidential data.

And, only Kaspersky Customer Service/TS are able to assist with processing a refund, so for the best outcome, please continue with those teams. 

Thank you🙏
Flood🐳+🐋