Superantispyware Killed my Computer

[Makav3l1]

A few minutes ago I ran a complete scan. It said it found 2 instances of vundo adware in memory. I went through the clean process and it said it needed a restart to finish. My computer now blue screens after the vista loading bar. What the hell? What should I do about this?

[Phant0m]

Remember the file names of the two vundo instances? More importantly, you have the bluescreen STOP error message?


Regards,
Phant0m``

[firzen771]

-{ Quote: "A few minutes ago I ran a complete scan. It said it found 2 instances of vundo adware in memory. I went through the clean process and it said it needed a restart to finish. My computer now blue screens after the vista loading bar. What the hell? What should I do about this?" }-

love my rollback Rx ;D

[EASTER]

That's another evidence against Vista. It's been a major chore for security vendors to integrate their great apps for compatibility with Vista. One reason i don't dare touch it with a ten foot pole.

It's taken me some years to perfect and precision fine tune XP Pro to it's absolute best and i won't take the risk of ruining all my own efforts just for this O/S. However, some peeps seem to feel it's the top dog. I wish Vista users all the luck with softwares of any type, not just security, for a satisfactory result, but as for me, XP Pro is the chief.

Actually issues with Vista should be brought immediately to the vendor's attention for a closer review and effort to reproduce the problems & hopefully finally resolve matters on their end.

EASTER

[firzen771]

-{ Quote: "That's another evidence against Vista. It's been a major chore for security vendors to integrate their great apps for compatibility with Vista. One reason i don't dare touch it with a ten foot pole.

It's taken me some years to perfect and precision fine tune XP Pro to it's absolute best and i won't take the risk of ruining all my own efforts just for this O/S. However, some peeps seem to feel it's the top dog. I wish Vista users all the luck with softwares of any type, not just security, for a satisfactory result, but as for me, XP Pro is the chief.

Actually issues with Vista should be brought immediately to the vendor's attention for a closer review and effort to reproduce the problems & hopefully finally resolve matters on their end.

EASTER" }-

none of my apps have had probs in Vista, everything is smooth as silk here :)

[Perman]

Hi,
Just my wild guess: perhaps the malwares detected and destroyed by SAS HAVE self destruction mechanism. Taking your system with it.

My other guess: some other AS application may be so lucky to preserve your system by not detecting and deleting these malware.

[The Hammer]

Malware can be tricky I have to wonder how MBAM wouls have fared though.

[Makav3l1]

-{ Quote: "Remember the file names of the two vundo instances? More importantly, you have the bluescreen STOP error message?


Regards,
Phant0m``" }-

I don't remember the names. The blue screen is a quick flash and power drain noise and then the computer restarts. Any ideas?

[Phant0m]

I cannot hold back... EASTER, your post is totally irrelevant to this topic, and it isn't helping any body but making things worse for the topic owner who's looking for the problem to be resolve smoothly and speedy.

This isn't "another evidence against Vista", if you have something against Vista, post where it's relevant, and not piggyback onto user's help request topics and vent onto them.

[Phant0m]

Hi Makav3l1,

Are you able to access Windows via 'Safe mode', if so it might be a driver related issue... Can you see?


... If you are able to access Windows 'Safe mode', while in 'Safe mode' .. right-click on the 'My Computer' desktop icon and visit 'Properties' in the menu. Then on the left side of the newly displayed window click on 'Advanced system settings', And 'Startup and Recovery' options area, click 'Settings...' button, and temporarily disable 'Automatic restart'. And re-start the Windows and access normal mode..



Regards,
Phant0m``

[innerpeace]

There is one report of a possible false positive that seems similar, but nobody has replied yet.
http://forums.superantispyware.com/viewtopic.php?f=4&t=2539

I'm not saying that it is a FP, but they can wreck a system. I would post at SAS's forums.
http://forums.superantispyware.com/

[GES/POR]

Happend to me on xp as well when cleaning a light infected system, solution: boot in savemode, do a full SAS scan, clean n remove, reboot n voila no more blue screen - btw this is def an old SAS bug not related to any OS Easter ;D

[Makav3l1]

It does the same thing when trying to boot into safe mode. It looks like my only options is to hope I can use the recovery cd or reformat.

[Phant0m]

Not so fast Makav3l1, you'll need to use the Windows CD and access the Windows recovery console, and then do; chkdsk /p /r


When it's done, you should be-able to get back into Windows as-is nothing had happened.. :)



Regards,
Phant0m``

[Makav3l1]

What exactly does that do? Should I do that over startup repair or previous restore points options?

[Osaban]

-{ Quote: "It does the same thing when trying to boot into safe mode. It looks like my only options is to hope I can use the recovery cd or reformat." }-

Please don't pay attention to Vista detractors, Vista if anything is a lot more stable than XP. I think if you can't boot into safe mode, you really should consider reinstalling Windows. If it bluescreens even with the installation CD, it means that the partition table might be corrupted (it happened to me using a well known virtualizer). At the time somebody from the forum advised to use GParted live CD (you need another computer to create the CD from an image):

http://gparted.sourceforge.net/livecd.php

But this is an extreme situation, hopefully you should be able to reinstall without any problems, making sure in the future to have a reliable imaging program.

[Phant0m]

You have the Windows Vista DVD? Boot-up into it...


“Language Screen” will come up. Since you have already selected this option when you installed Vista, just click on “Next”.

Now you will see the “Vista Installation Screen”

DO NOT CHOOSE “Install Now”

Instead, towards the bottom left of the window you will see.

· “What to know before installing Windows”

· “Repair your Computer”

Choose and click on “Repair your Computer”

You will then come to the “System Recovery Options”. Choose “Microsoft Windows Vista” from the list. Then click “ Next”.

You will now have the option to choose which “Recovery Tools” you wish to use.


Option to visit is 'Command Prompt'....



Running the chkdsk basically recovers and repairs disk problems.... It'll work..., trust me. :)

[Biscuit]

-{ Quote: "A few minutes ago I ran a complete scan. It said it found 2 instances of vundo adware in memory. I went through the clean process and it said it needed a restart to finish. My computer now blue screens after the vista loading bar. What the hell? What should I do about this?" }-

After several instances of SAS doing this to customer computers, I never use it at all now. Your main option if to use the Repair option in Windows - otherwise it's an OS reinstall.

[Huupi]

-{ Quote: "I cannot hold back... EASTER, your post is totally irrelevant to this topic, and it isn't helping any body but making things worse for the topic owner who's looking for the problem to be resolve smoothly and speedy.

This isn't "another evidence against Vista", if you have something against Vista, post where it's relevant, and not piggyback onto user's help request topics and vent onto them." }-


:thumb: :thumb:

[andyman35]

If all else fails I suggest that before reinstalling Windows you run UBCD4Win.This will run a PE based environment that allows you to run various diagnostic and anti-malware utils.You can try running SAS from here also there's a number of other repair tools that may be of assistance.

[twl845]

I had a computer infected with Vundo. SAS, MBAM, and Avast! were able to quarantine about 80 instances of it. The problem is it is embedded in System32 files, and if I remove the instances from quarantine my computer will not work. Could it be that when you removed Vundo from your computer using SAS, you removed some system files, thereby getting a BSOD?

[BG]

-{ Quote: "What exactly does that do? Should I do that over startup repair or previous restore points options?" }-

please post back and let us know if or how you resolved this. :)

[m00nbl00d]

-{ Quote: "Not so fast Makav3l1, you'll need to use the Windows CD and access the Windows recovery console, and then do; chkdsk /p /r


When it's done, you should be-able to get back into Windows as-is nothing had happened.. :)



Regards,
Phant0m``" }-

Perhaps, it would also prove useful to check if important system files were deleted.

Using command line, write the following: sfc /scannow

Hope it will help you, also, solve your problem.

Tip: Next time don't clean a system, based on what one antimalware tool says. If it reports something was found, check with other tools. And, also, report it at the official product forum and see what they have to say about it.

P.S: Phant0m, not meant for you. :D Just taking the chance to offer some additional help, in the direction of yours.

[Page42]

-{ Quote: "A few minutes ago I ran a complete scan. It said it found 2 instances of vundo adware in memory. I went through the clean process and it said it needed a restart to finish. My computer now blue screens after the vista loading bar. What the hell? What should I do about this?" }-
and
-{ Quote: "After several instances of SAS doing this to customer computers, I never use it at all now. Your main option if to use the Repair option in Windows - otherwise it's an OS reinstall." }-
What sort of help did you get on the developer's forum, or via support tickets?

[Ronin12]

Hello, I wanted to add some information as this may or may not relate to your current problem. I have a dual boot system with XP Pro 64 bit and Vista 32 bit. I ran a quick scan with SAS Pro last night and it stated that it found something for the first time. It quarantined two identical files as Vundo variants. The location was in C and D:\Windows\System32\USP.DLL. USP is an acronym for Unicode Scripts Processor. I was suspicious that this was an error so I scanned the files with other security software and also uploaded to VirusTotal.com which showed no malware. I have submitted a false positive report to SAS already so that they may look into this. If by chance one of the files on your system that was quarantined was USP.DLL, then this may cause a BSOD for you. It also may be the other system file but this may be a clue for you since it also happened to me recently. It can be repaired. Hopefully this information might be helpful. I also just received a response from SAS that the false positive was remedied this morning.

[Makav3l1]

-{ Quote: "Hello, I wanted to add some information as this may or may not relate to your current problem. I have a dual boot system with XP Pro 64 bit and Vista 32 bit. I ran a quick scan with SAS Pro last night and it stated that it found something for the first time. It quarantined two identical files as Vundo variants. The location was in C and D:\Windows\System32\USP.DLL. USP is an acronym for Unicode Scripts Processor. I was suspicious that this was an error so I scanned the files with other security software and also uploaded to VirusTotal.com which showed no malware. I have submitted a false positive report to SAS already so that they may look into this. If by chance one of the files on your system that was quarantined was USP.DLL, then this may cause a BSOD for you. It also may be the other system file but this may be a clue for you since it also happened to me recently. It can be repaired. Hopefully this information might be helpful. I also just received a response from SAS that the false positive was remedied this morning." }-

Yes this is what happened to me. I am back up and running thanks to the vista recovery cd. I am however disappointed in SAS. I used to recommend the free scanner to friends of mine but I don't think I can do that anymore. Bad FP. Thanks to all the members for the help they provided.

[IceCube1010]

-{ Quote: "I had a computer infected with Vundo. SAS, MBAM, and Avast! were able to quarantine about 80 instances of it. The problem is it is embedded in System32 files, and if I remove the instances from quarantine my computer will not work. Could it be that when you removed Vundo from your computer using SAS, you removed some system files, thereby getting a BSOD?" }-

This is where Prevention is better than the cure.

Ice

[djohn]

IMO I will not attempt a nuke it all scanner method,well for entertainment maybe.There is always a chance a nuke it takes the OS with it.I would just resort to a rescue area or offline image and in most cases better outcome and piece of mind its gone,of course providing the image is clean.

[Makav3l1]

Just so we're on the same page. My issue was a confirmed SAS false positive. Anyone who scanned with those file definitions (on vista?) and went through the removal process was going to end up with a bsod.

[Phant0m]

This was very careless of SUPERAntiSpyware, or more specifically the definition building department...

I would imagine this was a big step backwards for them, and hopefully they learned something from this false positive, and moving forward with better means to avoid this in the future such severe fp detections on critical system files...

If they make a habit of having false positives on critical system files, ... then sure ditch them, don't recommend them, and move forward.


But also this should hopefully bring awareness to being more careful to what you choose to remove, especially things from your system directory. Do research on the detected files, get secondary opinion, or third ... Ensure they aren't part of Microsoft before you get click happy...


Makav3l1, I'm very happy to see you have this worked out, and back up and running again. You have a good one!


Bests Regards,
Phant0m``

[djohn]

-{ Quote: "Just so we're on the same page. My issue was a confirmed SAS false positive. Anyone who scanned with those file definitions (on vista?) and went through the removal process was going to end up with a bsod." }-

Thanks Makav for the heads up,and sure goes to show how a FP can be very destructive,regardless of OS.Glad to hear your back to normal.

[Longboard]

Yep..me too..FP Vundo on a system file:

Multiple FPs for Vundo detection on SAS forums after latest updates.
Glad the issue is sorted for the OP: if you are a 'reasonable' surfer and have some 'anti' apps in place, be careful with any detectioins +/- auto deletes.
I for one wouldn't junk SAS because of a couple of FPs. ??

Tricky balance btwn over and under detecting.
No scanner is perfect.
LOL, bet Nick is a bit red faced about these fp's.
Doubtless he'll be workin away...

Before deleting ANYTHING You could always search the web for the file name or .dll , .exe or whatever. Could post at malware removal forums..
Repeat scan with another online scanner or another app: PrevXCSI, MBAM etc etc

Get Process Explorer and Autoruns from Sysinternals not hard to use, free, powerful utilities.
http://technet.microsoft.com/en-us/sysinternals/default.aspx
http://technet.microsoft.com/en-us/sysinternals/0e18b180-9b7a-4c49-8120-c47c5a693683.aspx
Get Runscanner
http://www.runscanner.net/
Another incredibly useful tool when you need it.

It's so effing annoying that the Op had to learn the hardway, but, a great recovery :thumb: :thumb:

[djohn]

-{ Quote: "Yep..me too..FP Vundo on a system file:

Multiple FPs for Vundo detection on SAS forums after latest updates.
Glad the issue is sorted for the OP: if you are a 'reasonable' surfer and have some 'anti' apps in place, be careful with any detectioins +/- auto deletes.
I for one wouldn't junk SAS because of a couple of FPs. ??

Tricky balance btwn over and under detecting.
No scanner is perfect.
LOL, bet Nick is a bit red faced about these fp's.
Doubtless he'll be workin away...

Before deleting ANYTHING You could always search the web for the file name or .dll , .exe or whatever. Could post at malware removal forums..
Repeat scan with another online scanner or another app: PrevXCSI, etc etc

Get Process Explorer and Autoruns from Sysinternals not hard to use, free, powerful utilities.
http://technet.microsoft.com/en-us/sysinternals/default.aspx
http://technet.microsoft.com/en-us/sysinternals/0e18b180-9b7a-4c49-8120-c47c5a693683.aspx
Get Runscanner
http://www.runscanner.net/
Another incredibly useful tool when you need it.

It's so effing annoying that the Op had to learn the hardway, but, a great recovery :thumb: :thumb:" }-
Nice post longboard and great points indeed,Beside the fact SAS have Saved Some Arses for many that came in here for help in this case it was a oops we all know it happens from time to time.

[SUPERAntiSpy]

-{ Quote: "After several instances of SAS doing this to customer computers, I never use it at all now. Your main option if to use the Repair option in Windows - otherwise it's an OS reinstall." }-

You realize it's the malware, not SAS doing the damage right? I am always amazed when "technical" people have no notion that the spyware can harm the system when removed - it can happen with any product, we see this in our labs all the time and go to great extents to protect against and repair damages caused by malware/spyware.

You would rather bash a product than find a solution and learn techniques yourself to help remedy the situation. Remember, products such as SAS, MBAM, CounterSpy, etc. don't remove anything unless YOU direct it to.......

[SUPERAntiSpy]

-{ Quote: "Just so we're on the same page. My issue was a confirmed SAS false positive. Anyone who scanned with those file definitions (on vista?) and went through the removal process was going to end up with a bsod." }-

Incorrect. Only certain (very few) Vista systems have this problem - we of course scan against dozens of in-house and thousands of out of house systems before doing any releases.

[SUPERAntiSpy]

-{ Quote: "This was very careless of SUPERAntiSpyware, or more specifically the definition building department...

I would imagine this was a big step backwards for them, and hopefully they learned something from this false positive, and moving forward with better means to avoid this in the future such severe fp detections on critical system files...

If they make a habit of having false positives on critical system files, ... then sure ditch them, don't recommend them, and move forward.

" }-

You do realize that we have VERY FEW false positives in over 14 million users and years in the business. This was an issue that was located and resolved immediately. EVERY product has had issues such as this, AVG, MBAM, McAfee, etc. have ALL removed things they should not have and caused more widespread problems that this issue caused.

[SUPERAntiSpy]

-{ Quote: "Yes this is what happened to me. I am back up and running thanks to the vista recovery cd. I am however disappointed in SAS. I used to recommend the free scanner to friends of mine but I don't think I can do that anymore. Bad FP. Thanks to all the members for the help they provided." }-

Any security product you use that is going to be "worth its weight" will eventually have a serious false positive - if you look back historically, any high profile product that is on the bleeding edge like we are will eventually have a false positive like this (or much worse as has been seen) i.e. AVG has, MBAM has, SpyBot has, AdAware has, etc.

It's part of the "risk" - We work very hard (as other companies do) to stay on the bleeding edge of these threats - things can happen - this didn't erase data, nor wipe the system and was easily fixed with the recovery CD - exactly why there IS a recovery CD - things happen.

[Makav3l1]

-{ Quote: "Any security product you use that is going to be "worth its weight" will eventually have a serious false positive - if you look back historically, any high profile product that is on the bleeding edge like we are will eventually have a false positive like this (or much worse as has been seen) i.e. AVG has, MBAM has, SpyBot has, AdAware has, etc.

It's part of the "risk" - We work very hard (as other companies do) to stay on the bleeding edge of these threats - things can happen - this didn't erase data, nor wipe the system and was easily fixed with the recovery CD - exactly why there IS a recovery CD - things happen." }-

Well I guess that is an easy fix. I also had to reflash my bios as it was acting weird by not saving settings after this happened. I don't know that the average computer user is going to know how to do these things. I also don't like that I don't know if there are any other lingering issues. As it stands, I am glad there weren't too many systems that this FP affected.

[Phant0m]

Well If I didn't ... I would have been like the others on here telling this user to ditch the **** and find something better...

.. I don't even want to read statistics, an critical system file shouldn't have been detected as a threat in the first place, hopefully instead of wasting your valuable time on here counteracting the aftermath.., you making steps to ensure this less likely to happen in the future on critical system files.

... I wonder the statistics regarding how many people because of this had to do Windows System Restore, or even re-format and reinstall Windows, or re-imaging of the hard drive to an earlier state to recover. I bet very limited numbers actually knew how to visit the Recovery Console and extract the right missing file off of the Windows CD/DVD and place back into their system. Let's not forget, not everyone has Windows CD/DVD with their computer...


-{ Quote: "You do realize that we have VERY FEW false positives in over 14 million users and years in the business. This was an issue that was located and resolved immediately. EVERY product has had issues such as this, AVG, MBAM, McAfee, etc. have ALL removed things they should not have and caused more widespread problems that this issue caused." }-

[Phant0m]

Makav3l1, The removal of the system file didn't cause BIOS problems, .. if you had BIOS problems... wasn't because of SUPERAntiSpyware or it's cleaning .. or should I say removing? :p


-{ Quote: "Well I guess that is an easy fix. I also had to reflash my bios as it was acting weird by not saving settings after this happened. I don't know that the average computer user is going to know how to do these things. I also don't like that I don't know if there are any other lingering issues. As it stands, I am glad there weren't too many systems that this FP affected." }-

[Page42]

-{ Quote: "You realize it's the malware, not SAS doing the damage right?" }-
This thread is about a bad FP from your software. What malware are you talking about?

[firzen771]

-{ Quote: "This thread is about a bad FP from your software. What malware are you talking about?" }-

i dont think it was an FP, i think it was the malware rooted into a system file. i may be wrong however.

[Page42]

http://forums.superantispyware.com/viewtopic.php?f=4&t=2546

[twl845]

-{ Quote: "This is where Prevention is better than the cure.

Ice" }-
The example I gave was caused by the Grandchild trojan, on my Daughter's computer. Since, I have installed Returnil and instructed them to enable it every time they go online. So far so good. :P

[Perman]

Hi,

Just can not afford another BSOD, especially being caused by a top notched application.

Just remembered being told that flying high, falling deep. SAS is, still (?) the number one in AS field ?

Feeling lucky and safer by adopting sandbox/virtualization concept long time ago.

When feel like to do "the catch of day" exercise, I will bring out SAS. MBAM or their likes for the fun. Not even bothering their real time stuff any more. --window dressing stuff.

[SUPERAntiSpy]

-{ Quote: "Well I guess that is an easy fix. I also had to reflash my bios as it was acting weird by not saving settings after this happened. I don't know that the average computer user is going to know how to do these things. I also don't like that I don't know if there are any other lingering issues. As it stands, I am glad there weren't too many systems that this FP affected." }-

SUPERAntiSpyware didn't cause you to reflash your bios! There are not lingering issues - it was ONE file that was removed, which you resotred. It's funny how people blame SAS (and other products) for the most amazing things....my car wouldn't start after I installed your software, my dog ran away after installing your software, etc.... :)

[m00nbl00d]

-{ Quote: "You realize it's the malware, not SAS doing the damage right? I am always amazed when "technical" people have no notion that the spyware can harm the system when removed - it can happen with any product, we see this in our labs all the time and go to great extents to protect against and repair damages caused by malware/spyware.

You would rather bash a product than find a solution and learn techniques yourself to help remedy the situation. Remember, products such as SAS, MBAM, CounterSpy, etc. don't remove anything unless YOU direct it to......." }-

Yes, it happens with every tool. Not a SAS specific problem. That's why you, the developers of any antimalware tool, should give a warning to people before eliminating anything your tools detect, to seek for advice on the official forum and not eliminate anything on their own, as we could be talking about a FP, that if eliminated, it could damage the system, which only a repair or even reinstall would fix.

Note, that, many users, are unknowledgeable people. If they see that their antimalware tool, that probably got installed when they bought their PC, report any malware activity, they will freak out and eliminate it.

You guys should make your products alert people for that fact, and ask for support on your official forums, and direct them the best way possible.

Regards

[SUPERAntiSpy]

-{ Quote: "Yes, it happens with every tool. Not a SAS specific problem. That's why you, the developers of any antimalware tool, should give a warning to people before eliminating anything your tools detect, to seek for advice on the official forum and not eliminate anything on their own, as we could be talking about a FP, that if eliminated, it could damage the system, which only a repair or even reinstall would fix.

Note, that, many users, are unknowledgeable people. If they see that their antimalware tool, that probably got installed when they bought their PC, report any malware activity, they will freak out and eliminate it.

You guys should make your products alert people for that fact, and ask for support on your official forums, and direct them the best way possible.

Regards" }-

Nothing is removed without permission and we have an "Explain" button for people to get more information.........

[m00nbl00d]

-{ Quote: "Nothing is removed without permission and we have an "Explain" button for people to get more information........." }-

Yes, I'm aware of that. But, unfortunately, not enough. A clear warning, and I'm not specifically targeting SAS, as it is a general situation, after a system scanning, if anything found, antimalware tools should give a warning to the users saying not to remove anything, before seeking advice in the official forum, or any other type of support.

This type of measure will prevent people from damaging their systems by eliminating things that could be the result of a FP, or from a true malware, but that could do what just happened.

Not everyone has the knowledge to do it on their own and know where to get help. And as I mentioned, if a user who has an antimalware tool, which got installed when bought the PC, scans the system because the guy at the computer shop said it so, and if the malware finds anything, he/she will delete it right away, scared of being a virus or spyware, etc. Unless, they know someone who is knowledgeable, which could help him/her out and advice what to do or where to seek for help.

I really think that's the best approach.

Best regards

[SUPERAntiSpy]

-{ Quote: "Yes, I'm aware of that. But, unfortunately, not enough. A clear warning, and I'm not specifically targeting SAS, as it is a general situation, after a system scanning, if anything found, antimalware tools should give a warning to the users saying not to remove anything, before seeking advice in the official forum, or any other type of support.

This type of measure will prevent people from damaging their systems by eliminating things that could be the result of a FP, or from a true malware, but that could do what just happened.

Not everyone has the knowledge to do it on their own and know where to get help. And as I mentioned, if a user who has an antimalware tool, which got installed when bought the PC, scans the system because the guy at the computer shop said it so, and if the malware finds anything, he/she will delete it right away, scared of being a virus or spyware, etc. Unless, they know someone who is knowledgeable, which could help him/her out and advice what to do or where to seek for help.

I really think that's the best approach.

Best regards" }-

You realize with the 10's of millions of scans done DAILY by users worldwide, that would never work right?

[IceCube1010]

-{ Quote: "The example I gave was caused by the Grandchild trojan, on my Daughter's computer. Since, I have installed Returnil and instructed them to enable it every time they go online. So far so good. :P" }-

You can't get better Prevention than Returnil

Ice

[IceCube1010]

-{ Quote: "Yes, I'm aware of that. But, unfortunately, not enough. A clear warning, and I'm not specifically targeting SAS, as it is a general situation, after a system scanning, if anything found, antimalware tools should give a warning to the users saying not to remove anything, before seeking advice in the official forum, or any other type of support.

This type of measure will prevent people from damaging their systems by eliminating things that could be the result of a FP, or from a true malware, but that could do what just happened.

Not everyone has the knowledge to do it on their own and know where to get help. And as I mentioned, if a user who has an antimalware tool, which got installed when bought the PC, scans the system because the guy at the computer shop said it so, and if the malware finds anything, he/she will delete it right away, scared of being a virus or spyware, etc. Unless, they know someone who is knowledgeable, which could help him/her out and advice what to do or where to seek for help.

I really think that's the best approach.

Best regards" }-

I have to agree with the developer on this one. I mean if you are using some kind of powerful tool as SAS or other scanners, you should take care when having the product remove something. I understand your point of being extra careful but where does it end. It's like the popups you see with Comodo's D+. Sure you can have Threatcast and this cast and that cast but the bottom line there has to be some thought in allowing the security product to do certain things.

Just my .02cents.

Ice

[evilscribble]

-{ Quote: "I have to agree with the developer on this one. I mean if you are using some kind of powerful tool as SAS or other scanners, you should take care when having the product remove something. I understand your point of being extra careful but where does it end. It's like the popups you see with Comodo's D+. Sure you can have Threatcast and this cast and that cast but the bottom line there has to be some thought in allowing the security product to do certain things.

Just my .02cents.

Ice" }-
Actually, it's called trust/confidence in the product. And you should have none in SAS. The way the developer likes to flame/disrespect/insult their own users clearly shows this.

[Ronin12]

I am not necessarily defending or denying the fact that this false positive issue did not cause certain people a lot of aggravation. My system was ruined years ago by a certain antivirus software which quarantined three system files as malware. They were indeed false positives, but it was too late and the system could not be repaired. I did not stop using that software because of that issue. I stopped using it because over the years I have tested and found better performing software when it comes to resource usage, performance, speed, etc. I learned from that experience though. I have tested, used, and recommended many of the products listed here by members to clients and friends. Most of them have had a false positive on someone's system at one point or another. I am sympathetic to a client when their system has an issue because I have been there myself and I know what it feels like. The same software on a different system may cause no problem whatsoever. The point is that there is no exact control that may be used as a reference for every computer system in existence. It is hard to develop software that is compatible with every possible software and hardware system combination out there. They all try to make sure it is but each has had and will have an issue at some point or another on someone's system. I will continue to use SAS because it has helped me far more then it has harmed me when using it on a client's computer. I feel that the SAS team was quick to resolve the issue, although for those who were affected by it probably have a bad taste in their mouth right now which is understandable. I hope that all of the systems affected get repaired. The members of this forum were quick to offer some good suggestions to help another in need. It is good to have a place to go when you need some information or ideas. You and anyone else affected did nothing wrong and most people would do exactly the same and follow the directions of their trusted software. We all put a lot of faith in the software that we use in that it will be dependable and trustworthy 100% of the time. Unfortunately, that is just not possible and it does indeed stink when you are the one who experiences a severe problem because of something on your system. One should always try to get as much information as possible before making a decision. I am glad to hear that you are back up and running Makav3l1. Good luck.

[m00nbl00d]

-{ Quote: "You realize with the 10's of millions of scans done DAILY by users worldwide, that would never work right?" }-

But the number of infected/possible infected systems isn't a match to that number, or is it?

I realize that would be a hard task, but, warning the users not to delete anything without being sure first and to ask for support, either at the product official page or known support forums for removing malware, specially those members of ASAP, would provide them better assistance, than doing it on their own. At least, they would be seeking for help and get some advice.

If it was with me and I wasn't sure if I should or not to delete it, I would seek support at the official forum. And let's imagine that more people would do it at the same time. What would you say? You're too many. Get lost. We can't help.

Otherwise, then just (every vendor) tell the user to reformat the system. That way they will safeguard their work and not go mad with an unbootable system, caused either by removing a FP or a malware that caused it.

I know it's a tough work and that's why I dislike detection tools. Either they do the work well, or they completely mess up the system.

[Warklen]

I have to agree with SAS.FP's can happen with any program. These company's work hard to help us with the fight against infections!!!It should be the users duty to do research in what he/she is deleting off there pc's.DONT Put 100% Trust in any program!!!Only in yourself ;D

[m00nbl00d]

-{ Quote: "I have to agree with the developer on this one. I mean if you are using some kind of powerful tool as SAS or other scanners, you should take care when having the product remove something. I understand your point of being extra careful but where does it end. It's like the popups you see with Comodo's D+. Sure you can have Threatcast and this cast and that cast but the bottom line there has to be some thought in allowing the security product to do certain things.

Just my .02cents.

Ice" }-

That's why I dislike the idea behind ThreatCast. The user still has to have information background to allow/block something. The unknowledgeable user won't have the information background. It shouldn't allow/block based on a rating, which could reflect the preferences of 80% of users.

But, we're talking about different situation, IMO. We're talking about a detection tool that detected something, and most users, fearing it may be spyware, for example, sending information like their bank account login, will delete it right way.

Every antimalware tool should alert the users for the fact it may be a False Positive and explain what it means, what it could happen from deleting such, etc.

Also, point them out support forums, such as the product's official one. At least, they would have some support and not blindly delete it.

Or as I said, simply advice to safeguard their work and reformat the machine. No one would lose their work and patience.

Regards

[henryg]

-{ Quote: "I have to agree with SAS.FP's can happen with any program. These company's work hard to help us with the fight against infections!!! ;D" }-

Very good point. SAS saves lots of users when their systems become infected. Based on the malware infection, it's hard to determine as to how much damage it has already done to the operating system.... before it was attempted of being removed.

[Phant0m]

We can understand a product having false positives ..., they all seem to have here and there, yes .., but it's not okay to have false positives on critical system files and worse .. NOT have a well-known, effortless reversal procedure.


What exactly was it that made your in-house and thousands of out of house systems not detect usp10.dll (Uniscribe Unicode Script Processor Library)? Was this specific to certain system languages or language? ... Were you trying to target the Russian's systems? ;p


Please excuse my ignorance ... when SUPERAntiSpyware quarantines, does it create an restore file to be accessed via Recovery Console CD/DVD? If not ... perhaps you might want to consider implementing this, and promoting this to prepare customers for future disasters.

[SimpleVLSI]

matter resolved :

False Positive usp10.dll and Quarantine restore (http://forums.superantispyware.com/viewtopic.php?f=4&t=2548)


Also, interesting last reply in this topic (http://forums.superantispyware.com/viewtopic.php?f=4&t=2546)...

[Longboard]

Dear Superantispyware:
imho, unhappily this thread has taken a somewhat awkward slant:
SAS has a hard won and enviable reputation for veracity, support, response time, development etc etc
Noone underestimates the staggering complexity of the tools you provide.

No-one disputes FPs occur and with every supplier of antimal utilities; some have occurred at massively disruptive international levels

In a circumstance like this where there may be a problem why not just say 'we have made a mistake' , 'there may be a potential problem in some circumstances' and maybe 'here are some guidelines to fix if this has happened', or some such..
Post a sticky at the forums ?
Maybe if possible an e-mail :shifty: -heh heh- to the paid up users edit: or the registered forum members ( 14mill may be a bit of a strain :) )
Easy way to get extra kudos.

Fyi: I have just done a scan on my 3 home systems with updated SAS engines and detection files and have false positive Vundo detections on several .dlls: some are the same FPs as days ago and one is a new FP do you want the files ??

Re reporting FPs : does the built in report system include a log of the scan, it is hard to type all the FPs in the box ( for me anyway).

Regards

[Osaban]

-{ Quote: "SUPERAntiSpyware didn't cause you to reflash your bios! There are not lingering issues - it was ONE file that was removed, which you resotred. It's funny how people blame SAS (and other products) for the most amazing things....my car wouldn't start after I installed your software, my dog ran away after installing your software, etc.... :)" }-

Some people even blame Vista whenever anything happens... I think there was a happy ending, we all learned something from this event (FPs can have serious consequences), and IMO it is imperative to have backup solutions when everything else fails. Cool job from Phantom.

[Makav3l1]

If I wasn't sure about how I felt about SAS before, then I am now that I have seen your responses. I didn't have any malware infection. I scanned with your program. It flagged an important system file as malware and it's recommended actions were quarantine and delete. I couldn't reboot in regular or safe mode. I had to use the vista recovery disk. You come into this topic upset that users are disappointed by this false positive and attack them when it was your mistake. You claim it didn't effect many people, but how does that make sense? Anyone who scanned with that definition would have gotten the same system file flagged? That doesn't seem very small scale to me. I won't be using SAS anymore, good luck in the future.

Could a mod please close this thread? I don't think anything else needs to be discussed, thanks.

[Page42]

-{ Quote: "If I wasn't sure about how I felt about SAS before, then I am now that I have seen your responses. I didn't have any malware infection. I scanned with your program. It flagged an important system file as malware and it's recommended actions were quarantine and delete. I couldn't reboot in regular or safe mode. I had to use the vista recovery disk. You come into this topic upset that users are disappointed by this false positive and attack them when it was your mistake. You claim it didn't effect many people, but how does that make sense? Anyone who scanned with that definition would have gotten the same system file flagged? That doesn't seem very small scale to me. I won't be using SAS anymore, good luck in the future." }-
Nice post. I learned these things about SUPERAntiSpy a long time ago.

[LoneWolf]

-{ Quote: "
Could a mod please close this thread? I don't think anything else needs to be discussed, thanks." }-

Just let me say one thing.........
With all due respect to SAS, through this entire thread never was there anything said,such as, "Sorry for the FP and the inconvence it has caused you and/or anyone else"
Not handled right.
Just a whole lot of arguing and finger pointing.
Not impressed with the way SAS handled it.
I have not used their app in quite a while and after reading this thread it will be quite a bit longer too.

[innerpeace]

-{ Quote: "Just let me say one thing.........
With all due respect to SAS, through this entire thread never was there anything said,such as, "Sorry for the FP and the inconvence it has caused you and/or anyone else"
Not handled right.
Just a whole lot of arguing and finger pointing.
Not impressed with the way SAS handled it.
I have not used their app in quite a while and after reading this thread it will be quite a bit longer too." }-
I've been thinking the same exact thing as you LoneWolf and I agree! Mistakes do happen, but it's how they are handled that makes a difference.

False Positives are going to happen, but they vary in severity. This one was severe.

Like someone already mentioned, there is a lesson to be learned here. I was lucky with my first FP and only spent hours scanning with other tools. From that point on I set my scanners so I could interact with them and searched for any finding. If I scan with other tools, I run them with Returnil protection on so I can investigate first before anything automatic happens.

[Page42]

-{ Quote: "Just let me say one thing.........
With all due respect to SAS, through this entire thread never was there anything said,such as, "Sorry for the FP and the inconvence it has caused you and/or anyone else"
Not handled right.
Just a whole lot of arguing and finger pointing.
Not impressed with the way SAS handled it.
I have not used their app in quite a while and after reading this thread it will be quite a bit longer too." }-
Check this (http://www.malwarebytes.org/forums/index.php?s=&showtopic=10608&view=findpost&p=52162) out. A welcome change, eh? :thumb:

[EliteKiller]

-{ Quote: "Just let me say one thing.........
With all due respect to SAS, through this entire thread never was there anything said,such as, "Sorry for the FP and the inconvence it has caused you and/or anyone else"
Not handled right.
Just a whole lot of arguing and finger pointing.
Not impressed with the way SAS handled it.
I have not used their app in quite a while and after reading this thread it will be quite a bit longer too." }-
There's no doubt that SUPERAntiSpy's customer service skills have been tainted. I recently submitted a support request over a minor issue with a product key and received substandard support. I sent a link (Photobucket) to a screenshot of the error and the rep stated "We don't run any links..." and kept asking for info that was provided in my initial response. I sent an email to SUPERAntiSpy (aka Nick Skrepetos) requesting that he review the support ticket and never received a reply. I posted a thread on the SAS forums and Nick never replied to the thread even though he is active on the forums.

A week later Nick sends me a PM stating that "I didn't PM him...." and sides with the support rep who was unable to resolve the issue. He then says that he's given me "free codes" which is completely false. I have no idea what is going on in SAS land.

[The Hammer]

-{ Quote: "There's no doubt that SUPERAntiSpy's customer service skills have been tainted. I recently submitted a support request over a minor issue with a product key and received substandard support. I sent a link (Photobucket) to a screenshot of the error and the rep stated "We don't run any links..." and kept asking for info that was provided in my initial response. I sent an email to SUPERAntiSpy (aka Nick Skrepetos) requesting that he review the support ticket and never received a reply. I posted a thread on the SAS forums and Nick never replied to the thread even though he is active on the forums.

A week later Nick sends me a PM stating that "I didn't PM him...." and sides with the support rep who was unable to resolve the issue. He then says that he's given me "free codes" which is completely false. I have no idea what is going on in SAS land." }-There's nothing like shooting yourself in the foot again is there Nick?;)

[Frank the Perv]

This does seem to be a customer service slip. In fairness, I’ve been mostly a lurker here at Wilder’s for many years, and Nick has a long history of excellent customer service here – since the inception of SAS.

Having worked with the public and having experienced constant ignorant (no reflection on this thread) accusations year after year…. It would be easy to lose one’s patience now and then. To compound Nick’s frustration, I’ll guess that the biggest complainers and 'problem children' are those who use the free product (just a guess).

Notes to self:

1. Quit trusting and deleting everything that every anti-malware program finds.

2. Buy roll-back software.

[djohn]

The bottom line we all know a FP can be just as or more destructive then malware in its self.That being said with all do respect to SAS being humble and say we our very sorry for the very serious FP,IMO It would gain more respect from the classy members here in wilders security forum.Cheers

[Page42]

-{ Quote: "Notes to self:

1. Quit trusting and deleting everything that every anti-malware program finds.

2. Buy roll-back software." }-
How's that item #2 working out for you? Did you purchase a solution yet? ;)

[SUPERAntiSpy]

-{ Quote: "There's no doubt that SUPERAntiSpy's customer service skills have been tainted. I recently submitted a support request over a minor issue with a product key and received substandard support. I sent a link (Photobucket) to a screenshot of the error and the rep stated "We don't run any links..." and kept asking for info that was provided in my initial response. I sent an email to SUPERAntiSpy (aka Nick Skrepetos) requesting that he review the support ticket and never received a reply. I posted a thread on the SAS forums and Nick never replied to the thread even though he is active on the forums.

A week later Nick sends me a PM stating that "I didn't PM him...." and sides with the support rep who was unable to resolve the issue. He then says that he's given me "free codes" which is completely false. I have no idea what is going on in SAS land." }-

Let's clear this up with some facts John. The person you were communicating with was not me in the support system. The customer service representative was asking the proper questions to assist you. They also were polite and courteous to you. You didn't want to cooperate so they could assist you, you simply wanted direct support from me (Nick Skrepetos). What you have to understand, is I simply don't have the physical time to provide basic support - that's why we have staff to help - I have to focus my time and energy on infections, technology and running the company. You showed no respect to our support staff when they let you know that mailing me for basic support that they were helping you with was not the appropriate procedure.

You sent a link to a "image" - our representative told you they are not allowed to click links (under my direction) because many people have tried to submit links to infections - so for the safety of our systems, we don't click links - I am sure you understand that due to the type of business we are in - people (malware authors and such) constantly try to get us to "infect" ourselves using the same techniques.

You called our support person a "moron" in your PM to me, which is NOT acceptable under any circumstances. They were trying to assist you and you didn't want to answer the questions they were asking and YOU simply closed the ticket and then went on a posting rampage - are you and adult or a 13 year old child? I really am curious.

As for your phantom e-mail you sent me, it never arrived - so you may wish to send it again - nicks AT superantispyware.com

We have also provided you additional free registration codes, in addition to the one you purhcase - if you want me to dig up the server logs, I can certainly do that for you.

It's sad to see childlike behavior like this when I have been nothing but a professional to you, and helped in any way I could.

[SUPERAntiSpy]

-{ Quote: "There's nothing like shooting yourself in the foot again is there Nick?;)" }-

There is no shooting myself in the foot here my friend. John showed disrespect to our staff and called them "morons" - which is not acceptable under any circumstances. We have been nothing but polite and courteous in our support of our users, and I expect the same in return - especially from forum members which proclaim to be "experts".

I also PM'd John and told him we would be more than happy to help him if he wanted to be polite with our staff.

He was more interested in posting on the forums like a child instead of getting a solution to the problem.

[EliteKiller]

-{ Quote: "Let's clear this up with some facts John. The person you were communicating with was not me in the support system. The customer service representative was asking the proper questions to assist you. They also were polite and courteous to you. You didn't want to cooperate so they could assist you, you simply wanted direct support from me (Nick Skrepetos). What you have to understand, is I simply don't have the physical time to provide basic support - that's why we have staff to help - I have to focus my time and energy on infections, technology and running the company. You showed no respect to our support staff when they let you know that mailing me for basic support that they were helping you with was not the appropriate procedure." }-
Again, my initial response in the trouble ticket had enough information for the support rep to not ask repetitive questions. I felt I was getting the runaround so I simply asked you to look at the ticket because your support rep was a moron (not a child ;))

-{ Quote: "You sent a link to a "image" - our representative told you they are not allowed to click links (under my direction) because many people have tried to submit links to infections - so for the safety of our systems, we don't click links - I am sure you understand that due to the type of business we are in - people (malware authors and such) constantly try to get us to "infect" ourselves using the same techniques." }-
Did I not make it clear in my previous post that I sent a link to Photobucket screenshot? Please read it again.

One would think that you'd lock your support pc's down with a disallowed by default SRP and apply other countermeasures.

-{ Quote: "You called our support person a "moron" in your PM to me, which is NOT acceptable under any circumstances. They were trying to assist you and you didn't want to answer the questions they were asking and YOU simply closed the ticket and then went on a posting rampage - are you and adult or a 13 year old child? I really am curious." }-
I closed the ticket because your rep kept asking repetitive questions and then has the nerve to tell me that some security software on my pc was blocking SAS. I made it clear that I deactivated and activated using a NEW product key and it works fine. That is what you call poor troubleshooting skills. I never once called the rep any derogatory names in the ticket. I've only posted about my experience on this forum in this thread, and I posted the content of the ticket on your own forums which was promptly deleted. Someone on a rampage would post on numerous forums and continue to bash you and your product. I have done nothing of the sort.

-{ Quote: "As for your phantom e-mail you sent me, it never arrived - so you may wish to send it again - nicks AT superantispyware.com" }-
I've emailed you numerous times over the past ~3 years from the same email and you've replied before. I suppose that it's possible that you did not receive the email. In any event why did you ignore the thread I posted on your forums? You've been active replying to other threads around it so I know that you saw it.

-{ Quote: "We have also provided you additional free registration codes, in addition to the one you purhcase - if you want me to dig up the server logs, I can certainly do that for you." }-
Again, you have NEVER provided me free codes. You've reset a couple of the codes that I paid for. Dig up those logs and provide proof to your claims.

-{ Quote: "It's sad to see childlike behavior like this when I have been nothing but a professional to you, and helped in any way I could." }-
So referring to me as a child on a couple of occasions to somehow improve your position is professional? At least you are showing your true colors here on Wilders. :thumbd:

-{ Quote: "There is no shooting myself in the foot here my friend. John showed disrespect to our staff and called them "morons" - which is not acceptable under any circumstances. We have been nothing but polite and courteous in our support of our users, and I expect the same in return - especially from forum members which proclaim to be "experts".

I also PM'd John and told him we would be more than happy to help him if he wanted to be polite with our staff.

He was more interested in posting on the forums like a child instead of getting a solution to the problem." }-
I referred to one person as a moron for offering substandard support. Others would probably agree that I was receiving the runaround if they could view the ticket. The first PM you sent said nothing about what you claim above. Supposedly you sent me 2 more PM's yesterday but I have not read them yet. Did you somehow change your tone and offer assistance instead of trying to argue with me?


* edited grammatical errors.

[SUPERAntiSpy]

-{ Quote: "So referring to me as a child on a couple of occasions to somehow improve your position is professional? At least you are showing your true colors here on Wilders. :thumbd:" }-

Yes, my true colors are that I don't tolerate people calling my staff "morons". Just because I know you, doesn't mean our staff knows you to trust a link in a ticket - I am certain you can understand that situatuion.

As I stated in the 2 PM's and in the response above, my staff and I are MORE than willing to ASSIST YOU if you want to treat them and myself with respect and understand we know how to troubleshoot these issues - remember just because you think things should be handled a certain way, we do this every day and have been for 5 years - so we actually do know how to troubleshoot our own product and resolve the issues!

So, why don't we move past this and get your problem handled!

[EliteKiller]

-{ Quote: "Yes, my true colors are that I don't tolerate people calling my staff "morons". Just because I know you, doesn't mean our staff knows you to trust a link in a ticket - I am certain you can understand that situatuion." }-
Surely you have a thicker skin than that.....

-{ Quote: "As I stated in the 2 PM's and in the response above, my staff and I are MORE than willing to ASSIST YOU if you want to treat them and myself with respect and understand we know how to troubleshoot these issues - remember just because you think things should be handled a certain way, we do this every day and have been for 5 years - so we actually do know how to troubleshoot our own product and resolve the issues!" }-
Again, the first PM you sent did not offer any assistance whatsoever. I have not had a chance to read the other two where you claim to offer assistance.

-{ Quote: "So, why don't we move past this and get your problem handled!" }-

I'm still waiting to hear about those free codes that you've supposedly sent to me........

[SUPERAntiSpy]

-{ Quote: "Surely you have a thicker skin than that....." }-

I have very thick skin, and we tolerate lots of things and abusive customers - if you saw the 1/2 of it, your blood would probably boil.

I am just completely shocked at the way you lashed out regarding our staff.

I guess I expected more from you. I am very disappointed.

Again, if you would like assistance, we are more than happy to help you.

[EliteKiller]

-{ Quote: "I have very thick skin, and we tolerate lots of things and abusive customers - if you saw the 1/2 of it, your blood would probably boil.

I am just completely shocked at the way you lashed out regarding our staff.

I guess I expected more from you. I am very disappointed." }-
I am equally disappointed in your lack of professionalism regarding this issue. You had every opportunity to respond to the thread on your forums yet you (or Pandato) choose to ignore it and delete one of my posts.

http://forums.superantispyware.com/viewtopic.php?f=2&t=2513

Instead you want to continue "lashing out" on a public forum and making things worse than they already are. If your skin is so thick then why not ignore my initial post in this thread and PM/email me?

-{ Quote: "Again, if you would like assistance, we are more than happy to help you." }-
Again, I would like you to provide proof that you've sent me free codes since you are trying to use it as an excuse that you've gone above and beyond for whatever reason. Other than that I no longer require any immediate assistance since one of my other PAID codes works fine.

[SUPERAntiSpy]

-{ Quote: "I am equally disappointed in your lack of professionalism regarding this issue. You had every opportunity to respond to the thread on your forums yet you (or Pandato) choose to ignore it and delete one of my posts.

http://forums.superantispyware.com/viewtopic.php?f=2&t=2513

Instead you want to continue "lashing out" on a public forum and making things worse than they already are. If your skin is so thick then why not ignore my initial post in this thread and PM/email me?


Again, I would like you to provide proof that you've sent me free codes since you are trying to use it as an excuse that you've gone above and beyond for whatever reason. Other than that I no longer require any immediate assistance since one of my other PAID codes works fine." }-

Again, if you would like assistance, we are more than happy to help you!

[EliteKiller]

-{ Quote: "Again, if you would like assistance, we are more than happy to help you!" }-
<echo> I would really like to hear more about these free codes that you've supposedly sent to me. Otherwise I would expect you to issue a public apology for making such an erroneous claim.

[SUPERAntiSpy]

-{ Quote: "<echo> I would really like to hear more about these free codes that you've supposedly sent to me. Otherwise I would expect you to issue a public apology for making such an erroneous claim." }-

John, when I have time, I will look through the database and locate the codes for you. What e-mail address would you have used? Your gmail?

[The Hammer]

-{ Quote: " I no longer require any immediate assistance since one of my other PAID codes works fine." }-That's one issue dealt with anyway.

[Page42]

Getting back on topic, there are a few questions (http://www.wilderssecurity.com/showpost.php?p=1395063&postcount=59) on this thread that SUPERAntiSpy must have overlooked.

-{ Quote: "We can understand a product having false positives ..., they all seem to have here and there, yes .., but it's not okay to have false positives on critical system files and worse .. NOT have a well-known, effortless reversal procedure.

What exactly was it that made your in-house and thousands of out of house systems not detect usp10.dll (Uniscribe Unicode Script Processor Library)? Was this specific to certain system languages or language? ... Were you trying to target the Russian's systems? ;p

Please excuse my ignorance ... when SUPERAntiSpyware quarantines, does it create an restore file to be accessed via Recovery Console CD/DVD? If not ... perhaps you might want to consider implementing this, and promoting this to prepare customers for future disasters." }-

[Frank the Perv]

-{ Quote: "Surely you have a thicker skin than that.....

Again, the first PM you sent did not offer any assistance whatsoever. I have not had a chance to read the other two where you claim to offer assistance.

I'm still waiting to hear about those free codes that you've supposedly sent to me........" }-

Wow. Now it seems pretty clear to me. "EliteKiller" is being a Jerk.

As a response to calling somebody a "moron" - your justification is "surely you have thicker skin than that?" Well "EliteKiller" -- it now seems that YOU are the one who is pretty thin skinned. So you name call, close tickets, ignore what is sent you, and cry on a message board?

Don't you get it? You are being a message board drama queen as you "have not had a chance" to look at the assistance that was offered you? But you make all sorts of message board drama without looking to see what assistance was offered? Wow.

Wow man, get real, grow up, get a life.

[Frank the Perv]

-{ Quote: "Instead you want to continue "lashing out" on a public forum and making things worse than they already are. If your skin is so thick then why not ignore my initial post in this thread and PM/email me?


Again, I would like you to provide proof that you've sent me free codes since you are trying to use it as an excuse that you've gone above and beyond for whatever reason. Other than that I no longer require any immediate assistance since one of my other PAID codes works fine." }-

Ok, let me get this straight.

EliteKiller started a public message thread about a problem. Except that EliteKiller had ignored a possible response, but is now asking "why didn't you email me?" Well, it appears that you were emailed, but already stated that you have not had time to look.

Just to top it all off, with all the message board drama queen stuff you have typed up, now you say that you "no longer require any immediate assistance." And your paid codes work fine, but you still want free codes? ::)

::) ::) ::) ::) ::) ::) ::) ::)

[Frank the Perv]

-{ Quote: "<echo> I would really like to hear more about these free codes that you've supposedly sent to me. Otherwise I would expect you to issue a public apology for making such an erroneous claim." }-

Public apology from SAS? :argh:

You need to take a long hard look in the mirror and ask yourself how you can make a positive difference in the world and not just be a pain in the ass to those around you.

Best wishes.

[Frank the Perv]

-{ Quote: "How's that item #2 working out for you? Did you purchase a solution yet? ;)" }-


Thank you for asking.

No, I have not yet purchased roll-back software yet..

But I'm very interested in any recommendations that you have.

And thanks for asking..

Hava good day.

[hayc59]

Just read through this whole thread
and sure looks like what happened with Andreas from a2
sometime ago...Nick you keep doing what you do
others can find another program if SAS is not for them
Cant believe what has taken place in this thread

[Page42]

Two or three suggestions are given right here (http://www.wilderssecurity.com/showthread.php?t=232155). I am partial to using disk imaging software to get me out of trouble. Acronis True Image has worked admirably for me for years. I am still using version9.0. I started with TI back in 2003 with version 6.0. HTH & good luck!

[EliteKiller]

Frank the Perv, it is quite obvious that you are completely clueless about the situation. You also have numerous assumptions and misinformation in your responses. All of your nonsense could have been consolidated in a single post. Honestly you would have been better off not replying at all. :-\

[GES/POR]

Usually where there is a disagreement, fault and truth lies with both ppl and with you 2 gentleman i expedct no different but lets end it here ok since its not going anywhere.

[Frank the Perv]

-{ Quote: "Frank the Perv, it is quite obvious that you are completely clueless about the situation. You also have numerous assumptions and misinformation in your responses. All of your nonsense could have been consolidated in a single post. Honestly you would have been better off not replying at all. :-\" }-


EliteKiller,

I’d love to be wrong. I don’t take this stuff personally.

Obviously I don’t know every detail of the transactions between you and Nick.

But my responses are based on your own words.

One of the nice things about Wilder’s is that some vendors come here and we can hear it ‘straight from the horse’s mouth.’ I’ve been a lurker here for a long long time. I’ve seen them come and go.

To run these guys off with drama queen message board abuse is a detriment to the Wilder’s community.

From your ‘conversation’ with Nick, it appears that you are WAY out of line. Just my opinion.

While combative before, for some reason you don’t seem to want to enlighten anybody now as to your motivations or intentions – when it appears that you have not been that upfront in your dealings with SAS.

Sometimes the best thing one can do is to admit fault, apologize, and drive on. You will be respected more for it, and you can respect yourself more for it too.

Yes, absolutely I could be wrong in some of my assumptions.

But my assumptions are based on your words.


Seriously – best wishes.

FTP

[EliteKiller]

-{ Quote: "EliteKiller,

I’d love to be wrong. I don’t take this stuff personally.

Obviously I don’t know every detail of the transactions between you and Nick.

But my responses are based on your own words.

One of the nice things about Wilder’s is that some vendors come here and we can hear it ‘straight from the horse’s mouth.’ I’ve been a lurker here for a long long time. I’ve seen them come and go.

To run these guys off with drama queen message board abuse is a detriment to the Wilder’s community.

From your ‘conversation’ with Nick, it appears that you are WAY out of line. Just my opinion.

While combative before, for some reason you don’t seem to want to enlighten anybody now as to your motivations or intentions – when it appears that you have not been that upfront in your dealings with SAS.

Sometimes the best thing one can do is to admit fault, apologize, and drive on. You will be respected more for it, and you can respect yourself more for it too.

Yes, absolutely I could be wrong in some of my assumptions.

But my assumptions are based on your words.


Seriously – best wishes.

FTP" }-
Since you still cannot seem to grasp where you are misconstruing the facts I will spell it out for you even though it's already been discussed.

Re: Your first nonsensical post

The assistance provided by the support rep was to reboot my pc and that some security software must be blocking SAS. If I can deactivate the product key in question, and activate using a new key and everything is fine, how is rebooting (already done that) and any of my security software an issue?

Re: Your second post

I was never emailed by SUPERAntiSpy since I was the one who sent the email. Nick took 11 days to respond to me after I posted the thread on his forums (http://forums.superantispyware.com/viewtopic.php?f=2&t=2513). I guarantee the only reason he replied is due to this thread and for damage control. His public reply consists of "I am happy to assist!"

Regarding the free codes I never asked for them. Nick claims that he's sent me free codes for w/e reason but cannot provide one bit of proof or a reason for sending them in the first place.

I no longer require assistance because I'd rather discard the code than deal with the headache associated with it.

Re: Your third post

Not worth commenting on.

Re: Your forth post

Stick to lurking instead of jumping into a conversation and twisting the facts.

[Phant0m]

With regards to running links, I can understand if representatives refused to run links .. after all they were advised against it by Nick Skrepetos, ... and whatever way you look at it, he's da Boss! But also because of the type of business, I can understand this, not wanting to run links ... even if they are to popular image hosting services. But you'll always find people not familiar with something very popular, however you can't change that. -- Likely wasn't obvious before, but now that you think about it .., apply some logic and hatred aside, I'm sure you can understand.

[SUPERAntiSpy]

-{ Quote: "Since you still cannot seem to grasp where you are misconstruing the facts I will spell it out for you even though it's already been discussed.

Re: Your first nonsensical post

The assistance provided by the support rep was to reboot my pc and that some security software must be blocking SAS. If I can deactivate the product key in question, and activate using a new key and everything is fine, how is rebooting (already done that) and any of my security software an issue?

Re: Your second post

I was never emailed by SUPERAntiSpy since I was the one who sent the email. Nick took 11 days to respond to me after I posted the thread on his forums (http://forums.superantispyware.com/viewtopic.php?f=2&t=2513). I guarantee the only reason he replied is due to this thread and for damage control. His public reply consists of "I am happy to assist!"

Regarding the free codes I never asked for them. Nick claims that he's sent me free codes for w/e reason but cannot provide one bit of proof or a reason for sending them in the first place.

I no longer require assistance because I'd rather discard the code than deal with the headache associated with it.

Re: Your third post

Not worth commenting on.

Re: Your forth post

Stick to lurking instead of jumping into a conversation and twisting the facts." }-

11 days? Our support representative responded within minutes of you submitting your request. I got involved when you PM'd me and called our staff "morons". So, yes that may have been a few days after once it was brought to my attention.

All this time you have made everyone waste could have easily solved your problem!

Why don't you let us help you with the problem - if that's really what you wanted in the first place - it almost seems like you were looking for an excuse to take some anger out in the forums.

[hayc59]

EliteKiller, Your credibilty is going down rather rapidly
as this thread continues to go...maybe a good time
to end the madness and move on ;D

[EliteKiller]

-{ Quote: "11 days? Our support representative responded within minutes of you submitting your request. I got involved when you PM'd me and called our staff "morons". So, yes that may have been a few days after once it was brought to my attention." }-
You took 11 days (today being the 11th day) to respond to the thread on your forums. You took 8 days to send an argumentative PM with not one single ounce of "I'm here to help". I think the only reason you PM'ed me was because I posted the dialog from the support ticket and told you that I would no longer post on your forums, nor would I do business with you in the future. IIRC I've purchased >50 licenses and I would have expected you to step up and tend to my minor issue first instead of engaging in an argument and pointing fingers. If you find moron so disturbing then I really have to wonder how you handle much harsher language.

-{ Quote: "EliteKiller, Your credibilty is going down rather rapidly
as this thread continues to go...maybe a good time
to end the madness and move on ;D" }-
I've got plenty of proof to substantiate everything I have stated thus far. I have not posted direct conversation between us (SAS) since it is against Wilders policy. Until you or anyone else can prove I am wrong I have no idea how responding to erroneous claims ruins my credibility.

[SUPERAntiSpy]

-{ Quote: "You took 11 days (today being the 11th day) to respond to the thread on your forums. You took 8 days to send an argumentative PM with not one single ounce of "I'm here to help". I think the only reason you PM'ed me was because I posted the dialog from the support ticket and told you that I would no longer post on your forums, nor would I do business with you in the future. IIRC I've purchased >50 licenses and I would have expected you to step up and tend to my minor issue first instead of engaging in an argument and pointing fingers. If you find moron so disturbing then I really have to wonder how you handle much harsher language." }-

Our support staff was working with you and YOU closed the ticket - then PM'd me called our staff "morons". The support representative was working with you using our diagnostic steps that we do with every user for situations like yours - but you didn't want to work with them, you wanted me to say "how high?" when you said "jump" - that's not how an adult treats another adult - I have helped you dozens of times in the past, and unfortunately there is not physical time in the day to hand hold each person individually - that's why we have trained professionals to help IMMEDIATELY.

As for your minor issue, yes it was, and is, and our support representative was working quickly to get to the bottom of it. You closed the ticket.

As far as your ">50 licenses", and "how we treat harsher laungauge" - no amount of money is worth being talked down to or treated with disrespect. If a customer uses foul language with a member of our support staff, we provide a warning, then terminate the relationship if the customer can't act without cursing.

We are people, and we treat people with respect, politeness and courtesy - we expect the same in return. We understand people can become frustrated and we work hard to help an calm people down as the problem is typically spyware, not SUPERAntiSpyware.

I hope you let your customers know the reason they aren't getting SUPERAntiSpyware to solve their problems is because you called their staff "morons" and that wasn't tolerated by the company owner. I am sure people would have a different opinion of you, as many here on the forum do - you have taken this and blown it out of proportion and ruined a business relationship and are doing a disservice to your clients.

I wish you the best, and we are always here to help - whether you have purchased zero or 1,000,000 copies - we will always treat you with respect!

[SUPERAntiSpy]

It's quite sad John, that you could not just say "sorry I called your staff morons, that was not appropriate of me" and we could have just moved on - we still offered to help, but I don't really think you wanted help - you wanted to try and prove some kind of point.

I apologize if our staff wasn't helping you to YOUR specs, but they were following procedure by not clicking the link, and were following appropriate diagnostic procedures to resolve your situation.

Everyone loses in this situation, SUPERAntiSpyware, You and YOUR CUSTOMERS.

[EliteKiller]

-{ Quote: "Our support staff was working with you and YOU closed the ticket - then PM'd me called our staff "morons". The support representative was working with you using our diagnostic steps that we do with every user for situations like yours - but you didn't want to work with them, you wanted me to say "how high?" when you said "jump" - that's not how an adult treats another adult - I have helped you dozens of times in the past, and unfortunately there is not physical time in the day to hand hold each person individually - that's why we have trained professionals to help IMMEDIATELY." }-
Please explain why your trained professional asked me what the error was after I clearly stated that I had a lifetime key and started receiving a subscription expired notification. I'd also like to know why this so called trained professional claims that some software on my pc is blocking SAS when I clearly stated that I deactivated the code in question, input a new code, and it works properly. Professional?

You have not helped me dozens of times in the past either. I have never once asked for your assistance in removing malware. The only time you or your support staff has assisted me is resetting a key maybe 3-5 times. I think I've asked for a link to a pre-release or two before. This is yet another wild claim on your behalf.

-{ Quote: "As for your minor issue, yes it was, and is, and our support representative was working quickly to get to the bottom of it. You closed the ticket." }-
Yes, because I grew tired of the lackluster support and said that I would email you for assistance.

-{ Quote: "We are people, and we treat people with respect, politeness and courtesy - we expect the same in return. We understand people can become frustrated and we work hard to help an calm people down as the problem is typically spyware, not SUPERAntiSpyware." }-

So you can honestly say that you've personally handled my issue with respect, politeness and courtesy?

-{ Quote: "I hope you let your customers know the reason they aren't getting SUPERAntiSpyware to solve their problems is because you called their staff "morons" and that wasn't tolerated by the company owner. I am sure people would have a different opinion of you, as many here on the forum do - you have taken this and blown it out of proportion and ruined a business relationship and are doing a disservice to your clients." }-
My customers are free to purchase w/e they want. I will still support them if they use your product. At this point I am simply going to take my business elsewhere.

-{ Quote: "I wish you the best, and we are always here to help - whether you have purchased zero or 1,000,000 copies - we will always treat you with respect!" }-
You seem to change your tone on a whim when it comes time for damage control. Respect is the last thing you've shown me over the past 11 days.

-{ Quote: "Everyone loses in this situation, SUPERAntiSpyware, You and YOUR CUSTOMERS." }-
You act like SAS is the only player on the block. I will refrain from name dropping butrest assured there are other anti-malware solutions that are as good (possibly better) than SAS. Pricing is also similar.

[SUPERAntiSpy]

What happened here is you tried to make SUPERAntiSpyware the "bad guy" by taking a simple situation that could have been resolved easily public into the forums and unfortunately your own comments were your own undoing.

You grew tired of lackluster support after two back and forths where the representative was trying to ask questions to help you?

Do you call your customers "morons" when they have to ask you a question more than once?

Have some respect for people - remember, you think you "know more than everyone" - but there is always someone that knows more and could call you a "moron" - how would you feel?

I have NEVER said we are the "only player on the block" - surely you know me well enough that I would never say something like that!

As far as other good products, there are many to choose from, including NOD32, AVG, MBAM and many others! People should run more than one - surely you know that!

I have spyware to fight, so I wish everyone the best!

[djohn]

Wow very interesting thread this turned out to be.IMO You guys should just come to some common ground and resolve the issue or just partways and say your goodbyes let be at that.

[EliteKiller]

-{ Quote: "You grew tired of lackluster support after two back and forths where the representative was trying to ask questions to help you?

Do you call your customers "morons" when they have to ask you a question more than once?" }-
My customers are not professionals unlike your well trained professional staff.

-{ Quote: "Have some respect for people - remember, you think you "know more than everyone" - but there is always someone that knows more and could call you a "moron" - how would you feel?" }-
I could care less. Right now you're acting like one, and so far you've got 2 wild and bogus claims without one ounce of proof.

[SUPERAntiSpy]

-{ Quote: "My customers are not professionals unlike your well trained professional staff." }-

Well, it's good to hear that you don't treat them that way! Again, if you wish to have assistance, we are always here to help!

Take care, I wish you the best!

[Saraceno]

I don't think either of you guys are wrong, but writing text across the screen is very different from what could be sorted out in person in two minutes.

Nick, you've helped many people, including myself, and your program continues to assist users everyday.

Something irregular happened with your program recently, inconvenienced a number of users. I think people, as a natural instinct, just wanted an apology, and EliteKiller, as a user, was just giving an example of where he felt 'things didn't work out for him either'.

You can take it personally, but I think overall, people want to continue to see SAS do well and improve.

And EliteKiller, I always respect his thoughts and views and value his input on this board. When he posts, I take notice. His website (http://www.elitekiller.com) alone is helping many people each day, much more than the billions of websites out there full of complete trash, and more than the websites fleecing people of their money for a sub-par anti-virus product. If everyone took the time to read through that one page of text, there wouldn't be malware or computer problems to speak of.

Neither of you guys should be annoyed at each other. And the word 'morons', yeah it can be offensive, but from where I'm from, you could even say to a teacher in class, 'miss robinson, the guys down the back are being morons, tell them to be quiet', and people would just laugh.

So just agree to disagree. :P

[SUPERAntiSpy]

-{ Quote: "I don't think either of you guys are wrong, but writing text across the screen is very different from what could be sorted out in person in two minutes.

Nick, you've helped many people, including myself, and your program continues to assist users everyday.

Something irregular happened with your program recently, inconvenienced a number of users. I think people, as a natural instinct, just wanted an apology, and EliteKiller, as a user, was just giving an example of where he felt 'things didn't work out for him either'.

You can take it personally, but I think overall, people want to continue to see SAS do well and improve.

And EliteKiller, I always respect his thoughts and views and value his input on this board. When he posts, I take notice. His website (http://www.elitekiller.com) alone is helping many people each day, much more than the billions of websites out there full of complete trash, and more than the websites fleecing people of their money for a sub-par anti-virus product. If everyone took the time to read through that one page of text, there wouldn't be malware or computer problems to speak of.

Neither of you guys should be annoyed at each other. And the word 'morons', yeah it can be offensive, but from where I'm from, you could even say to a teacher in class, 'miss robinson, the guys down the back are being morons, tell them to be quiet', and people would just laugh.

So just agree to disagree. :P" }-

I have no problem with John (EliteKiller) and am still here to help him! If it's such an issue to deal with our "morons" as he called them, I can help him out - way too much time has been wasted on just this thread alone! It's not about "winning" or "right or wrong" (to me) - if there is a problem, we resolve it, just as we did with the FP, just as we will with John if he wishes assistance.

Our tech simply wanted to do a few "tests" to see if we could isolate the problem so we can resolve it and see if there is something WE can do on our side to make sure it wouldn't happen again to him, or other users.

If you (or other people) saw how rude people are to our support staff on a daily basis, you would likely be appallled. People seem to feel they have the "right" to insult support staff and that they are somehow a "lesser" person because they are doing support and not some other job - when the truth is, our support technicians know more than most "tech" people - and they certainly know our product and how to diagnose issues.

[twl845]

Having worked in retail, I occasionally was confronted with a customer similar to Elite Killer who made a federal case over some misunderstanding and wouldn't let it go. Sometimes it's better to offer the person a refund, because he will continue to be a source of aggrevation long after the present problem has been solved, and it's not worth it. :wacko:
May I suggest that you gentlemen take your spat somewhere else like the telephone and continue it there. I can't believe a moderator hasn't closed this thread yet. >:(
I have a lifetime license for Superantispyware and think it's the bomb. 8)

[EliteKiller]

-{ Quote: "I have no problem with John (EliteKiller) and am still here to help him! If it's such an issue to deal with our "morons" as he called them, I can help him out - way too much time has been wasted on just this thread alone! It's not about "winning" or "right or wrong" (to me) - if there is a problem, we resolve it, just as we did with the FP, just as we will with John if he wishes assistance.

Our tech simply wanted to do a few "tests" to see if we could isolate the problem so we can resolve it and see if there is something WE can do on our side to make sure it wouldn't happen again to him, or other users.

If you (or other people) saw how rude people are to our support staff on a daily basis, you would likely be appallled. People seem to feel they have the "right" to insult support staff and that they are somehow a "lesser" person because they are doing support and not some other job - when the truth is, our support technicians know more than most "tech" people - and they certainly know our product and how to diagnose issues." }-
Let me get this straight. Referring to me as a 13 yr. child in public and via PM is not rude in your eyes? When you disagree with your customers do you also refer and talk down to them as you would a child? I too am curious.

Nick, all of this could have been avoided if you stepped up and handled this issue in a swift and professional manner. Unfortunately you claim to still want to offer help, but at the same time you are going out of your way to post false statements (free codes, helped me dozens of times, etc) which completely ruins your credibility in my eyes. IMO It's no different than someone being two faced.

I've been dealing with you for a couple of years, helped plenty of people out on your forums, rarely asked for anything, sent you samples, spent quite a bit of money with your company, and this is the kind of "professional" support I am privy to? You've had enough information to work on my issue without having to ask repetitive questions. Ask me something different for once.

[Frank the Perv]

Thread Summation:

1. Some customers are difficult, and test patience.

2. An early apology at least for ‘the situation’ from Nick would have possibly defused some of the opinions in the thread.

3. When EK gets all tangled up in his own words and actions and resorts to name-calling, defensiveness, and obfuscation, his credibility and motivations are questionable at best.

4. Nick has indicated that he is willing to further work to address any further issue. If EK wants to continue the discussion, now is the time to take it off the message board.

5. Everybody should check things out a little before deleting anything that AV/AM’s find.

6. Everybody should have some sort of roll-back or back-up solution for when things go bad.

7. It is not fair to others in the Wilder’s community at large to engage in drama, accusations, and name-calling with vendors who participate in the forums. Their participation is a benefit to the forum and should be encouraged. Fair disagreement is ok. Lack of civility is not.


If I were Nick, my response would have been different. My response would have been, “I will refund your money, please do not contact our company again.”

A while back, Sprint terminated the service of over a thousand customers. When I heard that, I thought, “What the heck is Sprint thinking?” The press had all sorts of articles accusing Sprint of canceling service for merely asking for customer service.. But when the rest of the story came out, it all became clear and pretty logical.

http://www.usatoday.com/money/economy/2007-07-10-1609203244_x.htm

Some people are just pain-in-the-asses. Those difficult customers at Sprint averaged 40-50 calls a month with their issues and problems?!

I’ve known people like this. Those difficult Sprint customers tied up and bogged down Sprint resources to the detriment of reasonable customers with periodic concerns.

I’ll be contacting Nick soon, as I have a lifetime license that I have not used in a few years (SAS seemed to cause freezes on my system - although I never contacted customer support, so this is just a guess). I bought a new computer and I’m ready to put SAS back in my defense arsenal again. But I’ve misplaced my SAS info… oops.

And I can assure you, I will not call anybody at SAS a “moron” even if I’m not happy with the service.

[Saraceno]

I didn't realise 'moron' was such a bad word. I'm a moron. Serious! :)

Must be a culture thing.

Edit: I understand, insults are never good. The thing with the internet and these boards, sometimes people post when they're not in the best of moods, and instead of things being left in the past and forgotten about, they're here for everyone to read, form an opinion on, take sides on. Then days are spent defending who was right. If this discussion happened in person, it'd be forgotten about five minutes later.

Hopefully this 'discussion' can continue/resolve on a positive note.

[djohn]

What is Moron.
1.A stupid person.
2.psychology A person of mild mental retardation having a mental age of from between 7 to 12 years and Generally having communication and social skills enabling some degree of academic or vocational education. The term belongs to a classification no longer in use and is now considered offensive. PS I am a moron and dam proud one. LOL

[Phant0m]

From at a glance, it seems to me you might have taken your frustrations into an PM with Nick Skrepetos, .. calling staff morons or resort to any level of verbal abuse is simply wrong, regardless how often it's being said in your own home or out around you. You have these hired helps whom tiresomely handling customer services, ... dealing with people of all skill levels and some just plain ignorant, refusing to follow simple advise and talks down to the hired helps for simply trying to follow protocols. - But I can relate to the fact how irritating, and frustrating it can be to be talking to technical support (I'm guilty as charged.. ) and they don't seem to pick up some key points, .. still no accuse to to resort to verbal abuse of any level.

I also surely wouldn't like a company advertising that I received some free codes ... especially when I know they hadn't, and stating the technical support has help me many times previously when in-fact they hadn't. But I know this and everything else unpleasant that aroused from the first PM to Nick Skrepetos was a human error and should be dealt with in a professional / adult manner, and on official grounds and not off.

And regarding having a staff that can handle many situations, if customers refuse to go through them, and demand direct contact with the developer. If direct contact with the developer was constant, no work would be getting done, and stress-levels would go through the roof. But I must say ... for such a busy fella, he sure does find the time to come on here and argue, and argue and some more arguing and not answer questions dating wayyyy back, or help clarify what exactly has taking place that cause his product to flag critical system file or files. Not even any mentioning yet how he's taking steps to ensure this is unlikely going to happen in the future, or promoting some means of quickly and easily restoring quarantined stuff from the Windows Recovery Console. Even if he had to make an SUPERAntiSpyware product restore bootable floppy and/or CD for this purpose, better than simply ignoring what has happened and hope it doesn't happen again.


EliteKiller, Nick Skrepetos making the effort, might not be in the manner you like, but he's trying. You should be the better person and simply accept his offer or simply let this all drop, getting somewhat boring reading through all this arguing .. when this topic was suppose to be about something else.


Frank the Perv, everybody should have some sort of roll-back or back-up solution for when things go bad, but there's always people who cannot afford it, especially when they are already paying for anti systems and other security systems. And the one thing people couldn't see happening, is their paid for legit anti systems targeting critical system files and rendering their Windows non-functional.

[Makav3l1]

This thread is ridiculous. Why hasn't it been closed yet? Please close it. This personal battle is irrelevant to why I started it.

[andyman35]

-{ Quote: "Frank the Perv, everybody should have some sort of roll-back or back-up solution for when things go bad, but there's always people who cannot afford it, especially when they are already paying for anti systems and other security systems. And the one thing people couldn't see happening, is their paid for legit anti systems targeting critical system files and rendering their Windows non-functional." }-

There are plenty of excellent free imaging back-up utils around such as Macrium Reflekt,DriveimageXML and Seagate Diskwizard.;)

[Page42]

-{ Quote: "This thread is ridiculous. Why hasn't it been closed yet? Please close it. This personal battle is irrelevant to why I started it." }-
Actually it is not all that irrelevant because it shows a real-life cross section of how a developer responds (or does not respond) to varied issues. I totally agree with Phat0m's comments (http://www.wilderssecurity.com/showpost.php?p=1398464&postcount=113) about SUPERAntiSpy...

-{ Quote: "But I must say ... for such a busy fella, he sure does find the time to come on here and argue, and argue and some more arguing and not answer questions dating wayyyy back, or help clarify what exactly has taking place that cause his product to flag critical system file or files. Not even any mentioning yet how he's taking steps to ensure this is unlikely going to happen in the future, or promoting some means of quickly and easily restoring quarantined stuff from the Windows Recovery Console. Even if he had to make an SUPERAntiSpyware product restore bootable floppy and/or CD for this purpose, better than simply ignoring what has happened and hope it doesn't happen again." }-

I also empathize with EliteKiller. The only reason he appears to be going on about this is because he is attempting to right what he believes are inaccuracies posted by SUPERAntiSpy as pertains to his case. I can't blame him one bit for trying to keep the record straight, and he shouldn't be tagged a "drama queen" or a child by anyone for having the balls to step forward in a forum and complain about a developer when he knows that the fanboys and the developer are going to show up and ridicule him.

I think the mods have let this thread run because it depicts what is really going on, from lots of perspectives. Without a doubt the thread appears to have gone off topic, but again, it all seems to boil down to Customer Relations, and members are judging for themselves how professional or unprofessional the developer has been.

[thathagat]

ummm......this thread is in dire need of SAS........"Sense and Sensibility..."

[jmonge]

-{ Quote: "I didn't realise 'moron' was such a bad word. I'm a moron. Serious! :)

Must be a culture thing.

Edit: I understand, insults are never good. The thing with the internet and these boards, sometimes people post when they're not in the best of moods, and instead of things being left in the past and forgotten about, they're here for everyone to read, form an opinion on, take sides on. Then days are spent defending who was right. If this discussion happened in person, it'd be forgotten about five minutes later.

Hopefully this 'discussion' can continue/resolve on a positive note." }-
in my country moron is normal;D everybody is a moron lol:)just kidding:)

[lodore]

Hey everyone,
I cant belive some of you.
the fp only affected a small number of computers running vista.
compare that to the symantec fp that made any chinese version of windows xp unbootable due to one fp.
I dont see why you would bad mouth a respectable company that makes great products just because of one small error.
I will definatly continue to reccomend superantispyware to friends and family. Once i finish college and get a perminant job i will reccomend it to clients.
I am one of the of youngest members of this fourm and from the looks of things one of the most grownup.
I am hoping we can finish this thread on a possitive note.

[jmonge]

-{ Quote: "Hey everyone,
I cant belive some of you.
the fp only affected a small number of computers running vista.
compare that to the symantec fp that made any chinese version of windows xp unbootable due to one fp.
I dont see why you would bad mouth a respectable company that makes great products just because of one small error.
I will definatly continue to reccomend superantispyware to friends and family. Once i finish college and get a perminant job i will reccomend it to clients.
I am one of the of youngest members of this fourm and from the looks of things one of the most grownup.
I am hoping we can finish this thread on a possitive note." }-you got a point and yes it is the best antimalware remover pound per pound in my opinion;)

[Coolio10]

-{ Quote: "I am one of the of youngest members of this fourm" }-
Naa, i am.

[Page42]

-{ Quote: "I am one of the of youngest members of this fourm and from the looks of things one of the most grownup." }-The young always wish to give their elders the full benefits of their inexperience. ;)

[robinb9]

i think none of this should have been handled on a open forum. there is "he said, she said, they said, and somehow everything gets turned around or read the wrong way.

Both of you should have handled this on a private email to each other or a phone call to settle this. We all here should not have to air our dirty laundry because too many times it gets turned around and around and just gives Everyone a bad taste.

Just my opinion.

robin

[SUPERAntiSpy]

-{ Quote: "i think none of this should have been handled on a open forum. there is "he said, she said, they said, and somehow everything gets turned around or read the wrong way.

Both of you should have handled this on a private email to each other or a phone call to settle this. We all here should not have to air our dirty laundry because too many times it gets turned around and around and just gives Everyone a bad taste.

Just my opinion.

robin" }-

Robin -agreed - I was handling it in PRIVATE with the support ticket (staff) and in PM's (myself) - he decided to post it public to try to make us "look bad". I certainly won't tolerate false comments being posted about our product and/or company.

[LowWaterMark]

No, we are not going to start to cycle through this yet again.

The most likely response to Nick's message above would be from the other party involved, restating their side of this issue, and around we'll go.

Since it has all been said above, (and it will remain visible for anyone who wants to read through it and judge the validity of each party's point of view), I'm closing this thread here.

From this point forward, all parties involved should take this issue offline from Wilders Security Forums.