what's up with the non-existent customer "support"?

Discussion in 'Prevx Releases' started by fubo12, Jun 16, 2010.

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  1. fubo12

    fubo12 Registered Member

    Jun 16, 2010
    Hi, newbie here and am considering purchasing the product.

    HOWEVER, I dont get the procedure...is this a chat or an email form?


    Do we wait 6 hours or 6 days for someone to email us back? How does this work? You submit a question and then what? Does "customer support" use the email to respond to the question? How long will it take? Do we just wait on the same page until I shut down my system?
    Is this is the only way to communicate with prevx?

    It's just a simple question in the 'email-chat-whatever" form..
  2. Triple Helix

    Triple Helix Webroot Product Advisor

    Nov 20, 2004
    Ontario, Canada
    Hi fubo12,

    Welcome to the Official Prevx Support Forums! To answer your Question with that link above it would start a support ticket and within 24 hours they would reply to you via the email address you supplied to let you know that the ticket has been updated with instructions and links to see there reply it is very simple way to communicate! But if you have Questions you can also ask them here we are a friendly bunch with great support from the Prevx Mods and other members! ;)


    Last edited: Jun 16, 2010
  3. andyman35

    andyman35 Registered Member

    Nov 2, 2007
    fubo12 you're probably in the best place right here to get any issues speedily dealt with.
  4. Threedog

    Threedog Registered Member

    Mar 20, 2005
    Nova Scotia, Canada
    Believe me....Prevx support is definately existent.
  5. fubo12

    fubo12 Registered Member

    Jun 16, 2010
    Ok, this should be the Prevx forum. Now I have only ONE question and this is the "literature" below the submit form..

    Your enquiry goes to our administration system immediately and based on what you write we will assign your message to the correct department. An individual person will be assigned the responsibility of corresponding with you.

    It didn't say "we will reply back to you in 24 hours, via the e-mail you have submitted" but I got the clarification from THIS forum from those who nicely answered..so please excuse my frustrated post.

    This was THE question I had for the "ticket" and dont want to wait another 24 hrs for some prevx guy to get back to me:

    1)Is prevx edge and 3.0, one and the same?

    2) the 2nd ff up question: I want to try out the full package for 30 days..why doesn't prevx allow new potential customers like myself to try out the full version for 30 days like Norton instead of giving us a half-package without the FULL features before buying the product?

    I'm getting hit by malicious websites and wonder HOW and IF Prevx 3.0 will block it? Obviously, i want to see how it works...

    If you test drive a new car, the car that's being tested has the full features doesn't it?

    2nd ff up: Prevx is blocking my Ebay chat page and am using the Prevx 3.0 FREE VERSION...why the hell is it doing that?

  6. PrevxHelp

    PrevxHelp Former Prevx Moderator

    Sep 14, 2008
    I can't find your message in our customer support inbox so I suspect it's already been answered but in the meantime I'll reply here in case it hasn't.

    Yes, Prevx 3.0 is the newer name for Prevx Edge.

    We don't offer a 30 day trial but you receive an unlimited trial of the detection components of Prevx. Cleanup/protection are for-pay features but we guarantee malware cleanup so if anything was to get past Prevx's protection, we will fix your system for free.

    Prevx has multiple layers to block driveby downloads, including exploit protection, website blacklisting, heuristic malicious website identification, and the full protection of Prevx 3.0's in-the-cloud monitoring built behind it.

    Yes, but you can't test drive a car to drive from New York to California on a vacation and then say you don't want it :) That is the reason why we require a license for our cleanup functionality - otherwise users just try it out, clean up their PC, and move on to doing other things and generally don't purchase the software.

    It's possible that SafeOnline could have an incompatibility on your PC - you may want to try disabling the SafeOnline component of Prevx 3.0 by clicking Configure next to "SafeOnline Trial Version" on the front screen of Prevx and then pressing the "on/off" button to turn it off. If the problems go away after closing/reopening your browser, please let me know and I'll investigate closer.

    Let me know if you have any other questions! :)
  7. pabrate

    pabrate Registered Member

    Jan 21, 2010
    How come other Vendors don't think like that (user receives usually 30 days but it can be lower, doesn't really matter for how long) ?
    ~ Snipped as per TOS ~, if that's what you are afraid of, you can in that case download ANY product (say Norton, Kaspersky, MBAM etc.), clean up PC and then 'move on to doing other things'
    Of course, maybe the reason behind that logic is that you think Prevx is the absolute best cleaner, in that case I understand :cautious:
    Last edited by a moderator: Jun 18, 2010
  8. vojta

    vojta Registered Member

    Feb 26, 2010
    Prevx offers guaranteed cleaning of your system, even manually. It would be just plain stupid to have all the members in Prevx's staff manually removing all the crap that all the warez kids in the world catch in pirate torrents.......FOR FREE!!!. That would be loosing money and being an idiot in the process.

    The alternative would be letting you try an inferior product (that is, without full cleaning), as manual cleaning is an integral part of Prevx's offer.

    Besides, different companies, different policies; if you don't like one, move to the next. That's freedom of choice, both for companies and for costumers.
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