At the end of December I updated the operating system on my Mac to Big Sur. Since that moment my Kaspersky internet security stopped working. I got in touch with Kaspersky technical support in Spain who told me I needed to uninstall it in order to re-install a different version. However this is not possible - If I try to open the Kaspersky application my Mac tells me I’m not authorised to open it and if I try to send it to the trash can I’m told I can’t because it’s “blocked”.
I spoke to Apple support over the phone who told me it was an issue that needed to be resolved by Kaspersky.
I’ve now been in touch with 2 different people from Kaspersky technical support in Spain. Neither have been able to resolve the issue. This is not great, however I am able to understand that someone may not know how to resolve a problem themselves and may need to consult with others. What is really disappointing and annoying is the way that both Kaspersky technicians have just “disappeared off the face of the earth” without solving the issue, without providing a possible future solution or without maybe just admitting that the issue was beyond their capabilities.
My first appointment with Kaspersky technical support was on 28th December. After about an hour sharing my computer with him, the person dealing with my issue was unable to solve it and concluded that he needed to consult his Russian colleagues and would get back to me. He never did.
I got back in touch with Kaspersky technical support a few days later and a different person was assigned to my issue. After explaining the problem all over again, on 4th January he kept me an hour and a half on my computer while I shared it with him. Most of the time he seemed to be following the same steps as his colleague before him, naturally with no results. Eventually he told me to paste a whole lot of info into the Terminal window of my Mac and then restart my computer and “all would be solved”. It wasn’t of course, and despite my sending him 2 further emails telling him the issue was still unresolved I have received no further reply.
These days we’re all very used to substandard customer service particularly in relation to a digital product already purchased, so I was temporarily impressed with Kaspersky’s initial personalized attention when I first got in touch about the issue. I’m sad to see that it looks like Kaspersky is no different from all those technological corporations who pretend to offer decent customer service, when the reality is that they wash their hands of you as soon as they’ve got your money.
Any hints towards possible solutions would be gratefully received although I’m almost resigned to not being protected by Kaspersky, not being able to uninstall it from my computer and needless to say losing money for a service I’ve already paid for and yet am unable to use.
Thanks for reading this.