Mike S.
Advanced Cyber Security Corp Does NOT Support Their Product
Advanced Cyber Security Corp offers the absolute worst customer support with whom I have ever had the nightmare to deal. I always have reservations when a company’s customer support can be contacted only by email, and this company has certainly lived down to them. Here is my experience so far. Hopefully, this will help others to avoid this company. Back in the beginning of September, I noticed that two of my applications, Quicken and TurboTax, would not accept data input from the keyboard. No matter what I typed, nothing was entered into the selected field. However, I could type into MS Word and then copy and paste it into the selected field in both apps. Not knowing what the source of the problem was, I contacted Geek Squad for help. They worked with me for about two hours on this, and finally the support rep asked me to uninstall and reinstall TurboTax. When I did so, TurboTax data entry began to work just fine. So, I tried the same with Quicken, but solved nothing. So, I thanked Geek Squad and contacted Quicken support. They worked on this problem with me for at least four hours, trying various remedies, but nothing worked. Finally, the Quicken support rep had me uninstall the EndpointLock software, and when I did so, Quicken worked just fine – I was able to type directly into fields in the app. Obviously, my next stop was Advanced Cyber Security Corp., the developer of EndpointLock Consumer software. As a first step, I worked with “Justin”, the AI chatbot on their website. Justin advised me to try several things, which I did for no result. So, it told me to contact the Advanced Cyber Security team and pass on some information, which I did on September 2. On September 22, since I hadn’t heard anything back from ACS support, I contacted them again, asking if they would fix the problem or if I needed to cancel my subscription. I was contacted the next day by the “customer support team” which stated it “had received my request and was working diligently to provide you with the best solution,” and provided me with a support ticket number. It also claimed it would “work to resolve the matter swiftly and effectively”, stating it was “committed to helping you,” and promising that “we will keep you updated on the progress and notify you once the issue is resolved,” concluding with a statement that “we value your business and are committed to ensuring your satisfaction.” The very next day, September 23, I received another email message, stating that “we apologize for not reaching out about this concern sooner,”, notifying me that “this request has been escalated to our tier-2 support team for further investigation,” and asking me what anti-virus software I used, mentioning this would help their team identify where the error is occurring. So I gave them that information. I have never heard from ACS support since then. On September 29 I sent them an email message asking for at least a progress report, if not a solution. My message was ignored. I have since uninstalled the EndpointLock software once again, replacing it with a freeware product called Key Scrambler, which seems to do just as good of a job, if not better because it doesn’t cause any problems with other apps on my computer. I have heard nothing else from ACS support. It is now October 24. I will be cancelling my subscription due to their lack of performance.