Does Counterspy have technical support?

Discussion in 'other anti-malware software' started by one111, Sep 9, 2006.

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  1. one111

    one111 Registered Member

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    I recently did a scan and in the results appeared to be two false positives.
    I wrote to the company requesting a review of the above files and haven't received any response.

    Has anyone hear had experience with their support department? Do other
    software companies also ignore inquires in the same manner?
     
    Last edited: Sep 10, 2006
  2. BlueZannetti

    BlueZannetti Administrator

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    I've not dealt with them directly in this manner, but my impression is that they are a rather responsive company overall. I would recommend sending a second message from their contact page - http://www.sunbelt-software.com/Contact.cfm - since there is a box to check if this is a outstanding issue, which presumably would receive some heightened attention. Do note that official support hours are M-F 9-6 local time (not sure if email support is extended beyond this).

    Blue
     
  3. one111

    one111 Registered Member

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    Thanks BlueZannetti, I'll check it out
     
  4. the Tester

    the Tester Registered Member

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    Sunbelt has a CounterSpy forum at Castle Cops too.
     
  5. eburger68

    eburger68 Privacy Expert

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    one111:

    You wrote:

    Your inquiry was not ignored. Sunbelt received an email with this same false positive report from you yesterday (Saturday). I responded to that email myself. I wrote:

    At present I have not received a response, perhaps because you never received my response to your email submission. If you'd like to upload a copy of the file I requested to this forum, that would be fine -- just attach it to a post here.

    FWIW, the Peccaminosa threat detection was added to CounterSpy's definitions just a few days ago:

    http://research.sunbelt-software.com/defdetails.aspx?prod=cse&name=405

    If you reported other potential false positives over a week ago (as you reported at Castle Cops), I would be happy to take a report of those as well.

    For the record, Sunbelt responds aggressively to false positive reports. If you report a false positive through Sunbelt's Research site...

    http://research.sunbelt-software.com/developer_issue.aspx

    ...you will receive a response within a few hours, if not minutes. And that response will most likely come from me personally. If you contact Sunbelt's support (support@sunbelt-software.com), your report might take a little while longer to get to me. Nonetheless, you should have a response within a day.

    Btw, I responded to your similar post at Castle Cops as well:

    http://www.castlecops.com/postitle166464-0-0-.html

    Best,

    Eric L. Howes
    Sunbelt Software
     
  6. one111

    one111 Registered Member

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    Thank you. You've restored my faith in mankind (-:

    In any case, thank you for your response (despite the fact I never received it though no fault of yours). I submitted the file to you for inspection
    (http://research.sunbelt-software.com/developer_issue.aspx )

    Looking forward to hearing from you.
     
  7. eburger68

    eburger68 Privacy Expert

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    one111:

    I received the file just fine. I have identified the cause of the BPWakeForest Hawk false positive. It will be corrected in the next update to CounterSpy's definitions.

    Best,

    Eric L. Howes
     
  8. one111

    one111 Registered Member

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    Thank you again.

    I also learned a lesson here, to give others the benefit of the doubt.

    I apologize for wrongly assuming that my requests were being ignored.
     
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