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  1. #1
    Platinum Lounger
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    Re: Quality of Support for Anti Virus software

    Howard

    The basic rule of all software is that "support costs money". Consequently, those manufacturers who are trying to maximise the bottom line (aren't they all?) will try to avoid it as much as possible. (If their product works perfectly, then there's almost no need for support! Hi, Microsoft!!) There are some exceptions, notably the noble British <img src=/S/fanfare.gif border=0 alt=fanfare width=31 height=23> Sophos, whose (corporate only) support I would rate as "pretty good, really" -- and for me that's high praise indeed!

    I've heard so much about horrors resulting from using McAfee A-V that I think that even "Free" is "Far Too Expensive"... Your kilometerage may vary.

    John
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

  2. #2
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    Re: Quality of Support for Anti Virus software

    Having support forums reduces the cost of support and every Symantec techie I've spoken to agrees with that.

    However, I'm not at all interested in discussing the (de)merits of providing support forums.
    I'm only interested in finding out who has support forums and the quality of support in such forums and the tech support.

  3. #3
    Super Moderator jscher2000's Avatar
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    Re: Quality of Support for Anti Virus software

    I have not gone looking at a lot of vendor sites to see if they have forums. My experience with Trend Micro is that you try the knowledge base and, if you don't get what you need, you use e-mail for support. Because it's a global operation, you often can get support in a reasonable amount of time from someone where the sun is shining. But I agree with John that it's better to stick with products that don't need much support than to hope for good support when something breaks. (I think we're all suspicious of any car sold with a 100,000 mile warranty... they're compensating for something.)

  4. #4
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    Quality of Support for Auntie Virus software

    I thought that I had raised this topic before, if I did, I cannot find the thread.
    Time to update anyway.

    Some time ago, Symantec dropped their web based forums which:

    1. Eliminates the possibility of my going to a forum to learn if a problem has already been reported.
    2. Makes it more difficult for me to report problems to Symantec.

    For example, today, Live Update gave me weird errors, LU just would not complete.
    I tried calling tech support, but they were allegedly so busy I could not even get put on hold.
    I got thru by calling Customer Service and having them put me in the tech support queue.

    After a long wait, I finally got to a human.
    I told him the error number and stated that the error was listed as applying to the Corporate Edition, which I do not have.

    Do any of the other major AV vendors have active web support forums?
    Does McAffee have such a forum?
    Is their support any good?
    McAffee is tempting because I received a CD with a 1-year free trial from MSFT.

    What about other AV vendors?

  5. #5
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    Re: Quality of Support for Auntie Virus software

    Plop, plop, fizz, fizz.
    Oh what a relief it is!

    No, this is not an Alka Seltzer commercial.

    just thought I'd let you folkes know that there was another VD update today and, this time, LU had no problem downloading.
    So yesterday's problem was indeed a botch at Symantec;s end.

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