Good product let down by lack of customer service. Not user friendly for small businesses
November 27, 2021

Good product let down by lack of customer service. Not user friendly for small businesses

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version

GravityZone Business Security

Overall Satisfaction with Bitdefender GravityZone

Product good, administrative setup options inflexible and difficult to administer. Customer service via email takes days to respond, email replies are
of little help, and no way to obtain assistance to resolve except by email. Calls to customer service support numbers are answered by call centers [that] can only relay messages to internal support
departments. Problem - there is no way to remove a
partner without having another partner replace the old partner even
if the license was purchased and set up directly and not through a partner. After purchase and setup of BGZ, brought on external IT assistance who added themselves
on as a partner to our existing license. When migrating to a new IT support provider, unable to remove the old partner and the new IT provider was not a Bitdefender partner so could not replace the old
partner account. After several emails back and forth, BD advised partner could not be removed and offered no solution. The previous partner deleted our account without notification after
renewal and account access [was] disabled. Bitdefender advised not possible to regain access to the account and must set up a new account then delete and install new instances on all computers. In addition, the 1-year license just purchased cannot be activated in a new account and a new license must be purchased. As it's not user-friendly and customer service is lacking, do not recommend it for small businesses.
  • Antivirus and anti-malware protection
  • Cloud management of devices
  • Does not noticeably impact computer resources
  • Email support only, too slow to respond and not particularly helpful. Too much back and forth to resolve issues
  • Requires tech proficiency and time to deploy and maintain
  • The renewal process results in losing days from the old license unless perfectly timed to add a new license added on the date the old license expires. results in changing the annual renewal date every year
  • No way to remove partner and retain access to account
  • Enables centralised management of endpoint protection
Slow to respond to multiple emails needed to progress resolution. 3 months and yet to resolve the issue.

Do you think Bitdefender GravityZone delivers good value for the price?


Are you happy with Bitdefender GravityZone's feature set?


Did Bitdefender GravityZone live up to sales and marketing promises?


Did implementation of Bitdefender GravityZone go as expected?


Would you buy Bitdefender GravityZone again?


Better suited to businesses with experienced and dedicated IT support

Bitdefender GravityZone Feature Ratings

Anti-Exploit Technology
Endpoint Detection and Response (EDR)
Centralized Management
Hybrid Deployment Support
Not Rated
Infection Remediation
Not Rated
Vulnerability Management
Malware Detection