Do Boomerang Software offer support for AVK?

Discussion in 'other anti-virus software' started by Blackcat, May 29, 2004.

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  1. Blackcat

    Blackcat Registered Member

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    "I emailed them directly, inquired about a trial, and was sent back a link with a 30-day key to run the full version. There also is client/server commercial versions available as well according to their email to me".

    This was stated by Kobra in this post;

    https://www.wilderssecurity.com/showthread.php?t=33597

    However, if you read through this long thread a number of us have requested trial versions but have yet to receive any sort of reply. In fact I am still waiting for a reply to queries I sent over 4 months ago!!!!!!

    Support is a vital part of any software product and at the present time Boomerang software who distribute Extendia AntiVirus are not doing a very good job in this respect.

    This problem is not only with non-registered customers as my brother has a registered version of the software but none of his e-mails have ever been answered.

    Apart from TechSupport@BoomerangSoftware.com
    or Sales@BoomerangSoftware.com

    can anyone suggest ( Kobra ? ) how I can successfully receive a reply back via e-mail?

    In fact has anyone received a support e-mail back from Boomerang? If so how did you manage this?
     
  2. tazdevl

    tazdevl Registered Member

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    As I said in Kobra's AVK review post, Boomerang does not offer trial versions of their software. Their strategy is to offer the product at a very low price relative to the competition instead of having a trial.

    Whether this is due to resource issues associated with trial software or a decision based on the fact that many people don't buy software, they just keep cycling through free versions every 30 days remains to be seen.

    With respect to your brother, hopefully he has non-warez'd version of the software. If so, he might want to include his license key in his emails. Also, if he has the GDATA version of AVK, Boomerang doesn't support that.

    Eliot is a licensed user. Received a response within 12 hours from support.
     
  3. JimIT

    JimIT Registered Member

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    I have the single-engine version of this av installed on my son's high-risk computer, and did manage to receive a couple of e-mails when I required support. This took place about 8 or 9 months ago however, so I can't comment on Boomerang's recent response times.
     
  4. tazdevl

    tazdevl Registered Member

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    BTW I do agree though that support and responsivenes is critical with this kind of product. If they aren't responsive, it doesn't engender a great deal of trust with an AV vendor and make you feel secure. Having tried out several products now over the course of the last few weeks, I will have to say that Kaspersky support has stood out, especially given the fact that I'm using 5.0 trial software.

    The only thing that concerns me about eXtendia is the fact that there will not be any more support for RAV after a specified period of time. If for some reason a virus is able to get completely by RAV in the next 12 months... I'm wondering if MS going to issue an update to the software or are they just committed to supplying signature updates.
     
  5. They lie all over the place.. to sell their software...

    I actually called them and asked them about RAV.. First they denied RAV was sold to M$, then they admitted it, but said that updates will continue from M$, then when I asked them about how much longer if M$ decides NOT to support RAV, incredibly they said THEY THEMSELVES will take over writing the virus def's for the RAV engine..

    I bought AVK Pro over a year ago, found it a good overall product with very little english documentation and horrid support from Boomerang. They evem called me and coaxed me into a testimonial, but thankfully I've yet to see it on their site....LOL
     
  6. tazdevl

    tazdevl Registered Member

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    Ah but how well is their strategy working?

    BTW I got a response from RAV about support. They indicated that they would support the product as long as there were licenses in effect, which is ~3 years.

    LOL why don't you just hop in your car and swing by the Boomerang offices, see if they're legit. :D
     
  7. solarpowered candle

    solarpowered candle Registered Member

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    I think i would be inclined to pay $16 for a kav lite and get a Vet engine ( free) or bitdefender free download to go with it . Vet would more than likely give better protection than Rav and will be there for the duration and as a real time monitor is lite on resources. Kav lite as an on demand would give excellent back up protection.
     
  8. Kobra

    Kobra Registered Member

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    Seems to me theres some bad info being spread in this thread... They have a phone number, why not call them? I've heard back from friends that have called them, and reports are - very good...

    Here is their listed contact info:

    Boomerang Software, Inc.
    90 Concord Ave.
    Belmont, MA 02478
    (617) 489-3000 x 118
    Email: TechSupport@BoomerangSoftware.com
    URL: www.boomerangsoftware.com

    Tech support has answered me usually within 1 hour, but no more than 24 hours in email - but I do have a valid license key (30-Day). Thats pretty good if you ask me, especially when I KNOW I can call them if worse comes to worse.. Also keep in mind, GDATA provides additional support for AVK as well should you need a backup source.

    Now this begs to question, in my personal experiance, and others here and elsewhere, this seems like pretty good support -especially for such a low cost product.. No? Lets compare that to my experiances with other AV's support in the last 30 days: (Email response times)

    BitDefender = 6 Days Average
    Eset = 3-4 Days (Several no-responses as well)
    Norman = 20-24 Hours (sometimes quicker)
    Kaspersky = 1-5 Hours (but wishy washy responses)
    BOClean = 1-24 Hours
    F-Secure = 7-8 Days?!?

    Hmm... AVK is lookin pretty good based on my own real tests.. I've been logging all of my contacts with people in the AV/AT business to guage support response times to include in my reviews as well. Because I feel tech support is a pretty important part of any product - and response times should be included in reviews. As of right now, AVK is looking pretty dang good in that area.
     
    Last edited: Jun 2, 2004
  9. Kobra

    Kobra Registered Member

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    Strange they would deny that about RAV, especially when they even say on their website that Microsoft bought the engine. Secondly, i'm reading the documentation as we speak for AVK, and its 100% in english, and doesn't even appear to be translated.

    As for the RAV engine, i've had several emails with the people at GeCAD, and AVK has a ~3 year license on the RAV engine, as do several other vendors/companies - and GeCAD is under contractual obligations to provide top-notch definitions/upgrades for that complete period of time. I've verified with both Gdata and Boomerang, that the US version of AVK will be switched over to BitDefender on a moments notice should the time come - but until then, they like the RAV engine better over here. (oh, and I have it in email that if they switch engines in approx 3 years, it will be free to existing owners)

    I'm not saying your lying, but nothing I can find substantiates your claims. I've done some pretty thorough research on this product for my review of it.
     
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