About Total Defense
Total Defense has been a global leader in Internet security and anti-malware software since 1992. Total Defense products protect you, your family, and your PCs, Macs, Android tablets and smartphones against viruses, ransomware, and identity theft. Total Defense's friendly US-based technical support and customer care teams are committed to protecting consumers from the dangers of online threats everyday.
Overall Satisfaction Rating
- 5 stars563
- 4 stars27
- 3 stars5
- 2 stars0
- 1 stars1
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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.
I had further attempted to resolve the issue by completing a manual payment but it will not allow me to disable the ARS. I sent an email to Customer Service and despite the fact that it was early US east coast time I had a response within 10 minutes and I was then able to manually purchase and update my system. Lori's quick response was awesome which I really appreciated. Thanks Lori and Total DefenseKim
Thank you, we are grateful for the important feedback you provided regarding your experience with Total Defense.
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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.
We are grateful for the important feedback you provided regarding your experience with Total Defense. On behalf of the entire security support team, thank you.
I received an email stating that my rebate would be declined, because I sent a copy of my product UPC instead of the original. That was a mistake on my part and was prepared to resubmit my rebate. However, after a quick call with Lori **, with Total Defense, she was able to pull up my account, verify that I am indeed using this product, and offered to override the decline. She kept me from having to mail all of the required documentation a second time, and wait longer for my rebate. I very much appreciated this as I dreaded having to redo it all and wait longer. She was very polite, friendly, professional, and helped me resolve my issue right away. I would recommend Total Defense to anyone looking for a security program for their electronics. And while I am a new user, I have been impressed thus far with the program and the level of security it brings.
Thanks for the review! We are happy to hear you've experienced excellent service from our highly skilled technical support team.
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.
When I got stuck on the procedure (I'm really not very good at this) I called back and got Carlos again. He gave me directions and I was able to complete the install of the new program and the uninstall of the old. Carlos was both friendly and professional throughout. I appreciated his patience and complete lack of technical snobbery. I've had frustrating experiences with customer service people that I could not understand. Carlos was the best I've ever encountered. Thank you, Total Defense, for great products and great people to help in time of need.
We appreciated the opportunity to provide you with assistance, and achieve a quick resolution for you.
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.
When I returned, the instructions and links to uninstall, use the cleaner, and reinstall were waiting for me. Instructions were concise and clear. My computer was barely cooperating but I got it done. Laurie was quick to check with her supervisor instead of telling me to try this or try that like IT people at other companies. She was clear and easy to understand when she spoke (unlike IT at other companies). The surprised look on my husband's face when I said I fixed it, made my day. Excellent service.
Thank you for your feedback! We truly value your continued business and look forward to serving you in the future.
I called customer service and got Lori in regards to an expired rebate. Lori was amazing- she was super sweet and helpful and really went above and beyond to help me. Her kindness and knowledge really made me very happy I purchased this product!!
Thanks for the great review. Our customer care team is at your service to resolve any issue you may have.
I contacted customer service regarding an automatic renewal. Lori provided an exceptional experience - She listened, did not try to persuade or pressure, provided clear and easy to understand answers. I appreciate first, the ability to speak directly with a live person, second speaking to someone who clearly speaks English and is speaking with me and not reading from a script. Thank you Total Defense for providing not only a reliable product, but exceptional support.
Thanks for the review! So glad to hear you had a great experience with our support team and internet security software.
I had questions about my renewal for my protection on my pc. Laurie ** answered all of my questions and put my mind at ease. I thought that my subscription had expired and she assured me that it wasn't. She was very nice and informative and I appreciated her help.
Thanks for the review! We really appreciate your continued business and look forward to serving you in the future.
On June 1, 2021, I talked with Daniel ** twice today. He was very polite, knowledgeable and helpful in getting my yearly renewal processed. My bank emailed me asking if this was a fraud transaction, which it was not. Thank you very much.
Thank you for your comments. We appreciate your Total Defense subscription renewal and look forward to serving you in the future.
I was having issues with adding machine to subscription. I had a subscription but was not able to get a machine added to it. Using the chat service I was able to get help to get the issues resolved. The service from the chat was great, quick, convenient, and easy. I really appreciate working on the issue until it was fully resolved.
Thanks for letting us know everything worked out great for you. We look forward to serving you in the future.
Total Defense author review by Shelley Elmblad
Total Defense software protects your internet-connected devices from malware and viruses. It is a subscription service that you can renew annually for optimal protection, and the company guarantees results.
Services: In addition to malware and virus protection, Total Defense also offers PC tuneups and online backup services.
Protect all your devices: Total Defense can protect all of your internet-connected devices, like laptops, desktops, tablets and more. For $60 you can cover five devices for a year; if you need more coverage, you can always add it on.
Free tech support: You can call the tech support or customer care line weekdays during business hours for help with downloading, installation, updates and more.
Automatic renewal service: Total Defense automatically renews your service at the end of a year so you don’t have to go a day without protection. Of course, you can also cancel your service at any time.
Virus-free guarantee: If a virus happens to slip through Total Defense’s protections, the company will remove it for free. If they can’t, you’ll get your money back. They also have a money-back guarantee if you aren’t happy with the service up to 60 days after your purchase.
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