Complaint Review: CyberDefender Corp. - Los Angeles California

Dear Brian,

Please allow us to define fraudulent bait and switch for you. This occurs when an affordable product is advertised, but when the customer tries to buy it, s/he is told that the advertised product is NOT available, but that a comparable, more expensive product is available. CyberDefender has not engaged in this practice.

When our customers buy our software, it is made readily available to them; our staff will even activate it for you by means of a remote session if need be. However, from your description, it appears that you may have had a pre-existing malware infection on your computer at the time of his purchase. These types of malware infections must be manually removed by a trained technician, or by means of a system restore.

Our company offers both software and technical support packages for sale. Any customer wishing to utilize our technical support services beyond activation of his or her subscription is asking for much more involved service from our company than just activation of his or her software subscription. If the customer only bought software as you did, he or she is entitled to the use of that software. If that customer wishes to utilize our tech support services, the customer must purchase a technical support package for a trained technician to remotely access his computer and manually remove the malware from an infected computer. It is also not fair or ethical to our other customers to give you unlimited free tech support when all of our other tech support subscribers are paying for the same service.

Think of it this way suppose you go to a car wash and pay for only the simplest, least expensive wash. Would you then be entitled to ask for the most labor-intensive detail package for free simply because the carwash worker happened to already be standing there with spray bottles and cleaning mitts in hand? No, of course not, because you only paid for the simplest minimum service.

Likewise, you cannot simply pay for $56 worth of software and expect to receive $300 worth of free tech support to go with it.

Also, all CyberDefender products can be uninstalled using your Windows Control Panel and opening Add/Remove Programs.

First, you will want to exit out of Registry Cleaner or Early Detection Center by right-clicking on the red box in the top right-hand corner, or right-clicking on the icon in your lower right-hand toolbar.

Then, simply click

Start>

Settings>

Control Panel>

Add/Remove Programs

to open the menu listing all currently installed programs on your computer. Locate any CyberDefender and/or MyIdentityDefender entries from the list and click the Uninstall option to remove the software. An uninstall wizard will walk you through the complete uninstall process.

VERY IMPORTANT: Restart your computer after uninstalling to complete the process.

Alternatively, you can go to your Control Panel and open your computer's search function.

Do a search on the search term "CYBERDEFENDER"

Delete any files that come up.

VERY IMPORTANT: Restart your computer to complete the process.

If the trial or paid software still does not uninstall, you will first need to make sure the program is completely closed. If the small icon is still there in the lower right corner, you will need to exit first (right click & select EXIT).

If there is no option to uninstall when the program asks why you want to uninstall, there is an issue with your DPI (dots per inch) settings.

To change DPI settings, right click anywhere on your desktop & select

Properties>

Settings>

Advanced>

DPI setting

Your DPI settings should be on Normal, not Large. If you change it to normal, try uninstalling again. (Don't worry, you can always change it back to Large if you prefer it that way.) 

If you still don't see the uninstall option after changing your DPI setting, you may need to restart your computer for the DPI settings to take effect.

Once youve got the correct DPI setting in place, simply click

Start>

Settings>

Control Panel>

Add/Remove Products to open the menu listing all currently installed programs on your computer.

Locate CyberDefender and/or MyIdentityDefender entries from the list and click the Uninstall option to remove the software. An uninstall wizard will walk you through the complete uninstall process.

VERY IMPORTANT: Restart your computer after uninstalling to complete the process. All Cyberdefender products are removable by the steps described -- I myself have installed and removed our product from any number of computers here in the office.

However, if you are an Avast user this might still not work, as Avast is notably antagonistic to our program and may stop some of its scripts from running. This may be true of other antivirus software applications as well, so you may want to temporarily exit out of any other antivirus software running on your computer in order to remove our free trial.

The last resort I can suggest is to try to remove it in Safe Mode.

First, unplug your network cable. Then turn off your computer and restart it. Once your computer has come on, but before the Windows operating system logo appears, tap your F8 key repeatedly -- this will start your computer in Safe Mode.

Then make sure you have exited out of Early Detection Center by right-clicking on the red box in the top right-hand corner, or right-clicking on the red EDC icon in your lower right-hand toolbar.

Then, simply click Start>

Settings>

Control Panel>

Add/Remove Products to open the menu listing all currently installed programs on your computer. Locate CyberDefender and/or MyIdentityDefender entries from the list and click the Uninstall option to remove the software. An uninstall wizard will walk you through the complete uninstall process.

VERY IMPORTANT: Restart your computer and allow your Windows operating system to boot up normally after uninstalling to complete the process. Then re-connect your network cable, and you should be good to go.

If you have taken all of the above steps and still cannot remove this program, and it is not showing up on your Add/Remove Programs menu, you have probably mistaken a rogue antivirus program for our product.

You can find a list of the names of rogue antivirus programs here: http://en.wikipedia.org/wiki/Rogue_antivirus

None of the listed programs are in any way affiliated with Cyberdefender.

If you have any further questions or concerns, please feel free to contact our corporate headquarters at 866-793-0454 or email us at supportATcyberdefender.com.

Thank you,

CyberDefender Customer Service

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Got very bad news for you. UNPLUG YOUR INTERNET CONNECTION NOW!! If you had a real copy of the software it would have uninstall in the start index. Yours obviously is a clone and likely damaging your computer and stealing your info. The real software aint worth installing to start with.

First of all the download and trial is actually FREE. You cant use it to remove anything it finds till you purchase a license, and that isnt as much as you have already payed. The unadultered original software is marketed in a very shady and deceptive manner to start with. The software is advertised as a free download implying its actually free when it isnt. Scammers take the download, modify it, and then remarket it. Often with malicious trojans and spyware hidden in them. Restoring your computer to an earlier time will not get ridof it either.

Typically it infects your browser, video, and user administrator accounts (on XP). It disables firewalls, opens internet sharing of files, grants remote access permissions, and even gets into the MSDOS subsystems on older operating systems.

Okay so getting rid of it now. Assuming you have isolated your computer restart it in safe mode with networking and run add remove programs to remove any new programs installed (some wont let you but dont panic). Those that wont let you uninstall can be removed by identifying thier location (source) and going there to right click and delete them (dont delete the main file they are in, as other real programs may be in there) You should then have enough control to go back online and download a free antivirus (or reload an existing one thats been disabled). Avast comes to mind, even thier free version works very well.

Best of luck repost if the process gets out of hand as these cloned downloads are seriously hard to get completely rid of.