I have used BitDefender for three years and renewed my subscription (3 user license) last month when it expired (3/10/09). I downloaded and installed BD Internet Security 2009 and installed it on 3 computers. On one laptop the firewall would not work. I contacted their tech support via their "chat" feature. The first set of instructions sent to resolve the problem were incorrect. The second set of instructions did not solve the problem. They asked that I run a couple of utilities that generated files for them to review. I did this and could never get another e-mail response from them. I got another tech guy on the "chat" line. He said he would review the files and get back to me via e-mail "within the hour". I never heard from him. Three more e-mails to Tech support and two to Customer service were never answered. I tried the phone support, but after 35 minutes on hold/phone ringing with no answer, I hung up. I finally got a Customer service rep on "chat" and go my subscription cancelled(4/1/09). Hopefully my refund will be forthcoming. Bitdefender is great if there aren't issues, but if you have issues you're pretty much on your own.