[SOLVED] Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

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R-P
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[SOLVED] Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by R-P » Tue, 16 Feb 2016, 20:23

Neither uninstalling Panda Free from the control panel nor running the generic uninstaller fully removes Panda Free AV. It leaves the customer number and/or email address behind somewhere. This makes it impossible for me to reinstall using a different email address. I tried contacting support directly through the web form. Despite explaining the FAQ does not answer the question, "how do I remove the registration information from my computer?" I kept receiving copy-pastes from the FAQ telling me to uninstall from the control panel and run the generic uninstaller or contact support to request an address change. I don't want to change the email address associated with the customer number; I need to use a completely different customer number and account.

I'm asking here since I can't get a straight answer from support. Will someone please provide me with a working answer to the question, how do I remove the registration information from my computer?

Thank you.

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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by VirusBuster » Thu, 18 Feb 2016, 13:39

Sorry, but this kind of request must be managed from customer service department
Regards,

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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by R-P » Thu, 18 Feb 2016, 18:14

Your customer service department has demonstrated repeatedly that it is incapable of "managing" this request.

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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by VirusBuster » Thu, 18 Feb 2016, 18:19

Try emailing Customer Service HQ (customer.service@pandasecurity.com)
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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by R-P » Sun, 21 Feb 2016, 18:31

Useless.

customer.service@pandasecurity.com is ignored.

support@us.pandasecurity.com generates an automated message telling me to reply to it if the FAQ does not resolve the issue or my ticket will be automatically closed in 2 days. Replies to this message are directed to pandasupport@pandasecurity.com which bounces:
We are sorry to inform you that this email would not be processed. The email address used is not valid to open new queries on the support center.
Please use the ordinary contact email address for your local technical support.
You can check out the correct email address on the following link:

http://www.pandasecurity.com/homeusers/ ... ontact.htm
Which is staffed by people(?) who are incapable of doing anything but copy-pasting sections of the FAQ which is why I'm asking here for a solution to your product's problem.

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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by sergios » Sun, 21 Feb 2016, 21:10

Use Uninstaller, it might help.

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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by R-P » Sun, 21 Feb 2016, 22:30

sergios,

Which part of,
Neither uninstalling Panda Free from the control panel nor running the generic uninstaller fully removes Panda Free AV. It leaves the customer number and/or email address behind somewhere. This makes it impossible for me to reinstall using a different email address.
was unclear?

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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by VirusBuster » Mon, 22 Feb 2016, 17:16

The email address is linked to your machine's MUID (Machine Unique IDentifier)
This association can only be canged from the database
If you format the PC, the MUID will change
R-P wrote:I don't want to change the email address associated with the customer number; I need to use a completely different customer number and account.
Why is that?

This is not a technical issue that can be managed by the support team, but an database issue that must be managed by the customer service department

Submit a request through the web form: http://www.pandasecurity.com/usa/homeus ... ntact.html
Select Customer Service as the Type of incident
Just in case, your customer number is 666253330
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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by R-P » Mon, 22 Feb 2016, 17:38

VirusBuster wrote:Why is that?
Because I've given one of my old computers to someone else.

Yes, this is a technical issue. Your software is very badly broken if it requires reinstalling the OS and everything else in order to detach it from a given customer account number.

I'll try that form again but the last 10 (or so) tries got me nowhere.

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Re: Uninstallation Incomplete -- Support Unhelpful -- Any Answers Here?

Post by R-P » Mon, 22 Feb 2016, 21:00

VirusBuster wrote:Submit a request through the web form: http://www.pandasecurity.com/usa/homeus ... ntact.html
Select Customer Service as the Type of incident
Just in case, your customer number is 666253330
As expected, this sends me into the black hole spiral again:
1. Create ticket.
2. Get request for more information.
3. Send response with more information.
4. Receive automated response that a new case number has been created and that it will be closed in 2 days if no response is received.

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