'Typical questions' are not worth my time contacting the support of companies such as this. I come here to ask/answer such questions. I find it interesting that this is even a test, as I expect it is something that is difficult to measure without a large enough sample group. I would in no way base a purchase decision on it but thanks for posting it. It will surely be useful to the folks that do utilize tech support.
IMHO these "typical questions" are "far" too basic for an effective measure of support. Does the fact that Symantec was included indicate it has agreed to take part in the full range of AV-Comparative Tests again?
These questions are not even close to actual support queries. Even most basic test would be saying: I think I am infected with malware. Please help me clean this. I tested this question and shocked to see support response. For example: Mcafee support person did not even listen to what was the problem etc. Simple reply was Please take XX dollars per hour support and our Representative will look. And Mcfee got good rating in this test ( I am not saying to make a generalization from this example though ). Following company gave me better support:Norton, eset, WSA, bitdefender. When it comes to support, I will not give a penny's worth to any such results. PS: I am still smiling thinking about the questions used in this test
I don't care much about what questions were asked. I do care about how each vendor's support personnel handle these issues.
See a quote from the PDF in my post here: https://www.wilderssecurity.com/thr...ium-22-6-av-comparatives.385226/#post-2581235
Do people still belive in this test in year 2016 ? I mean it was diffrient 4 or 5 years ago but Today, lol wow
