Total Defense

Lori was excellent as per usual. I have always had prompt responses to my inquiries and issues from Lori over many years. This time I needed help with a problem with a "full scan" not being able to be performed after a free software update to v. 13 (Total Defense Essentials Anti-Virus) on 30/06/2021. I sent my email inquiry off late at night (Australian time), and received a reply about 30 minutes later. I was expecting a reply the next day, so I was very impressed with the timeliness. The prompt service enabled me to follow some instructions about producing a pc log to send to Lori for the Total Defense tech people for investigation.

On Sunday 28th February 2021 we received an email advising that our annual subscription had failed to automatically renew. Approximately 2 weeks ago I updated the credit card information for my account – the new details were reflecting in my account information. When I conducted a Quick Order Lookup search using my email address and last 4 digits of my new credit card my renewal subscription could not be found. When I searched my email address and last 4 digits of my old credit card the results were displayed as order unsubmitted.

Larry ** support specialist provided clear and professional response for a problem I reported. The Snooze function does not stop scheduled scans, nor does it prevent scans of USB drives which are plugged in. There is no notification in the dashboard or the system tray to say a scheduled scan is in progress. Compare the popup which displays when a USB scan starts, a Cancel button is offered. See attached picture. When the system is under heavy load because scan is in progress, it can take over a minute for the dashboard to open. I have set the scheduled scan performance to Low but the disk I/O is significant still. It would be really handy to see a new right click option on the system tray icon menu, (or a new icon) when a scheduled/usb scan starts. The menu option can read "** scan in progress" with an option to pause or cancel the scan.

I have used Total Defense for years. This time the "renew" was for 10 devices at $99, which I did not need for my one laptop. I ordered the Total Defense product for $29.99 and thought I was all set (but I hadn't completed the install). I ignored the repeated notices to renew. Last night, with my subscription ending today, I was given two choices; renew or let Windows take over. I didn't want to do either, but didn't know how to proceed. I called TD and got Carlos **. He identified the problem, gave me instructions, and emailed instructions also.

I have been a TD client for 5 years with my PC, never a problem. I called TD for help installing TD on my husband's new laptop. I received instructions and a link from Laurie, installed it easily. (I am not very skilled at all on computers). Over the weekend my PC became excruciatingly slow, appeared to have a virus. My TD showed a red warning stating my virus scanner was not working, I was not protected. I called and spoke with Laurie again. After explaining what was happening, she said she needed to talk to her supervisor. She was trying to contact her while I was on the phone. I requested the info be emailed as I had an appt to go to.

I had edited my Total Defense Account early is September to eliminate the auto payment, cancelling my virus protection. When I saw the charge to my VISA on Sunday, I was very frustrated and confused. I replied to the email informing me of the charge & Lori ** responded and then the charge was reversed. Even on Sunday. How very professional and efficient. Thanks to Lori!!!

Lori is the best! Very professional and concerned about my needs. I received an email as soon as we hung up outlining everything I need to do. I also emailed Lori today because I had a question adding a device. She responded promptly.

Dan ** was extremely helpful in providing information about how Total Defense works on my computer and what I have to do myself manually. He helped me understand that I will have to into each browser to clear the history and will need to go onto the Microsoft.com website to get update information from them. Please thank Dan for me.

I was having a problem when requesting a rebate online for the purchase of a new laptop. I wasn't sure which numbers were to be entered on the form as the instructions were to enter account number. The only numbers on the form for rebate appeared to be for "Registration". The customer care person who assisted me was very patient and understood my problem. My problem was solved and I am very happy with my experience..

Had to call support as my Anti Virus was not doing updates. Carlos quickly determined my issue and sent out instructions on how to fix it. Downloaded the clean up file and reloaded the software and all is working now. Thank you for the quick response.