Total Defense

I contacted by email and a follow up phone call and got connected to Dan **. I further explained my problem and things I did not understand like pressing fix now in one section would create an outcome in 3 others and how come it backed up all my files to the cloud. At this point Dan asked me a few questions and from that he was able to tell me about this new suite, upgraded 1week ago and all things relevant to keeping our computer safe and importantly how to access the cloud if need be. I went from a guy in panic to feeling soothed by his ability, the way he went about explaining things with his very calming approach. This guy is an absolute asset to you as he was to me in attending to our concerns. Thanks Dan and Total Defense 10 plus years with you. An Email a phone call and all fixed in 10 minutes and we are in Melbourne Australia. Thank you all Billie **.

Customer Care and Technical Support Associates are courteous and prompt, thorough, professional and ready to tackle any issue. I am appreciative of the substantive response to my questions. As a discerning adult, I am always careful online, and I feel secure knowing this company strives to provide the very best in computer protection. Overall, I believe this product is a great value.

Good Day All! My name is Kenyatta and I recently completed a call concerning a refund for making an additional purchase by mistake. I made a mistake also with the young man's name and said his name is 'Tyler' and I have learned that his name is Taylor! I am sorry Taylor because I do not like my name to be mispronounced! I won't forget you because that is my child's name too! I connected with him at approximately 10:35 a.m today. I do not normally take time out to do surveys. However, when someone has done a well or exceptional job I try to tell them or the subordinate at the time. Surveys take time that I do not want to commit to; and I do not usually complete them. I want to take the time to say that Good and Solid Customer Service to the people these days is few, far, and in between; and even sometimes slim to none!

I called your customer support number yesterday to seek some clarification on my renewal. I've been a customer for several years but this was my first call/contact. I was so impressed with the gentleman who answered my call, Gary **, that I felt I must share my experience. He answered with the most welcoming, kind voice, I felt I could see his smile through the ethers, he listened carefully to my question, pulled up my account and answered my questions quickly, clearly. I was so pleased with his response, his kindness and hint of wit which I so appreciated.

After struggling with the installation of this service and speaking with several of the customer service representatives I walked away from the process for several days. This morning Sept. 26 I again started to try and install this wonderful looking service. I called the customer service line and to my great surprise I got a tremendously experienced representative. He was very friendly and very professional all at the same time. I explained my concern and he apologized for my difficulties with the installation. He was very precise with the instructions on how to go from start and get my system set up. Within less than 10 minutes we had the system up and protecting my desktop system, something that I had been struggling with for two days and nights.

Called to report I had received notices that there was an upgrade done to Total Defense protections and needed to be updated. Taylor was very helpful, he knew immediately what it was and walked me through it and made sure everything was okay before we hung up, he was great to work with. This was on 6/19/19, I had a computer problem, just getting through back emails.

An unidentified black box, that I was told had to do with the audio, was popping up on my screen but every time it appeared my mouse would stop working properly. The black box is gone now and I hope it does not come back!!!!

Windows download probably eliminated my Total Defense Program. You reinstalled. Young man was courteous and extremely efficient. Thank you very much! I`m required to write 40 words. Don`t really have anything else to say other than mission accomplished. The young man deserves a pay raise.

Daniel ** was great in helping me renew my Total Defense on my computer, he had knowledge and was very easy to understand. Great personality. Very kind man. He can be trainer if not already one with his experience and knowledge. Walter

On the 4th of July my computer went crazy, started screaming, loud directions and a red screen. No way out of it except to pay 200 dollars at another person and then I looked awful. I called Total Defense a few days later. They fixed the problem, now I want to be successful again.

Excellent help for a 86 year old in distress. Your agent/fixer was patient in handling my situation quickly and explained in detail how to fix the problem. This is the second time in the 2 years I've had your service.

Recently renewed my Total Defense account, however; encountered a problem loading that software on one of my laptops. Very thankful that the Total Defense customer service person did such a quick and effective job in getting my laptop redirected to my recently renewed account. Great service!

The customer service experience was outstanding, very professional knowledgeable, and courteous, he knew what to do immediately and resolved the issue in less than 5 minutes, this associate is an asset to your company. I will definitely be using your product in the future.

Taylor ** responded in a most professional manner to our various questions, many of which were couched in my, admittedly, somewhat deficient knowledge of computer terminology. He explained everything very clearly, and we feel confident that Total Defense is providing a very secure and comprehensive security system for us.

Dan ** had to take control of my PC and then he corrected the issue I was having. He helped me understand the new software and was patient and knowledgeable. He spent over 1/2 with me and never rushed me at all. It was a good experience.

Taylor is amazing. He put up with my impatience. Totally satisfied. He walked me thru process. I appreciate Taylor. He needs a raise please. Y'all have a brilliant employee. I would hire him today and just met him today. Keep up the good work.

Carlos ** was very polite, knowledgeable and solved my issues remotely causing minimal interruption in my daily activities. Carlos also called me back when work was completed. I would recommend this service to any potential user.

The technician was very professional, assertive, and efficient. He was happy to do exactly as I asked and respond courteously to my inquiries calmly and politely. This was my second call, and both gentlemen, Carlos and Taylor, who helped me on two different occasions were both top notch. I felt comfortable relaying my needs/concerns even with my base knowledge of technology and technological terminology.

Contacted your help desk to determine if I had installed your product. I did not Spoke with Taylor who took charge of my PC installing the security system for me. He was very helpful and patient and I appreciated his expertise.

Got a total runaround until I finally got hooked up with your service. After that it was smooth sailing. Thanks! The problem started when my printer would not connect to my computer. I called my internet provider and they referred me to my computer manufacturer who then referred me to the printer manufacturer. Then I went back to Mediacom and they eventually connected me to Total Defense.

I am very thankful that Taylor was able to clear out my computer without any issues. He was quick and explained everything he was doing with great clarity. I wont hesitate to call again if I have any more issues. Hopefully I will get Taylor every time.

I was getting system scans during the day which slowed my laptap. I thought I had the scans set for overnight only to find out that my backups were set for overnight. Taylor pointed my to the correct place to set up my system scans. Hopefully, now my scans will occur overnight.

I really was stress out trying to activate this PREMIUM internet security, for weeks. Not being able to catch you guys during my work hours. Today I was off tho. Thanks to the gentlemen that help me, I was able to get this place on my computer & now I'm on to my t shirt business.

Taylor was extremely accommodating and helpful. He solved my problem quickly and efficiently and was able to get my computer restarted. He worked diligently to get the best price possible to renew my subscription. He was wonderful. I would highly recommend him to any friend in need of assistance.

Lori ** was a "GEM" to talk to and she was able to quickly sort out my problem. It was a pleasure to have her help me out. I had received an email that said that our subscription had run out, but Lori assured me that this was wrong. We've used your products for years (and years before your Company took over from the Australian product). Excellent. David

I received an email stating that my renewal needed to be paid, but I had already paid it by check In June and the check has already cleared my account. The one helping me was able to see that I had made the payment. Thank you for your help.

I renewed my annual subscription of Premium Internet Security for $79.99, but I noticed the discounted price ($59.99) that was being offered on the website. I used the online Chat to ask about the possible $20 refund, and Taylor ** immediate responded and addressed the request. There was no hassle, wait time, etc, and the process was convenient. Thank you for your customer service! On a related note... I know the pricing/discounts/offers are outside of Support Team's realm and the timing may not align with the users, but it would be beneficial to the customers if it's already calculated into the automatic renewal when applicable. But I also understand it's part of the business...

Renewing my account. Taylor was great helping me. Thank you. He was very good knowing I wasn't experienced with computers. Would recommend Total Defense. He could help me anytime. Never had any trouble with any virus. It took less than 5 minutes to activate the service. That was very fast.

Australia is 14 hours ahead of USA eastern standard time. Your help phone is active (am to 6PM which is Australia Eastern standard time 11pm to 8am). Inconvenient!! However up early and a smooth download and install followed, no bother.

Pop-up on virtual machine. Taylor focused in on the issue and resolved my concerns in short order! It was determined that I did not need an anti-virus for the virtual machine as it is never used for online services. I appreciated that greatly. John