Support forums

Discussion in 'other anti-virus software' started by s4u, Jan 29, 2008.

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  1. s4u

    s4u Registered Member

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    Hi
    I believe it is very surprising that vendors like Symantec, Panda and Trend Micro lack good support forums.
    What do you think. Do we need them? Are there any Symantec, Panda and Trend Micro users who would like such support forums?

    Please let me know
     
  2. sukarof

    sukarof Registered Member

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    I am trialing Ghost 12 right now and sure would like to have a support forum. Reading such gives atleast a indication of how well the software works and what sorts of problems could occur in different computer setups. User experience is always valuable. I have noticed that there are not many Ghost 12 users at this forum (or they dont dare to speak since Norton family of software isnt that politically correct in "geek" forums ;) )

    It is a double edged sword though, on the other hand I sort of understand those who dont have a forum. I mean I personally shy away from software when reading some support forums and the many complaints one can see there (and the sort of responses it gets from the vendors). If there is a alternative to that software and I see that their forum doesnt have as many negative posts from openly disappointed users, I rather try that software instead.
    I guess I will use this approach until I notice that the forums gets censored from negative posts.

    If there isnt a forum and I have problems I dont understand, I just drop the software and mention the bad parts on other forums if somebody asks for experiences regarding that specific software. But I try to emphasize that this is what happened in my computer, that it doesnt mean he/she will have problems on theirs.
     
  3. fax

    fax Registered Member

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    Symantec had a forum with Symantec staff answering to posts. But due to abuse, trolls, fake messages about problems (competitors?)... etc... they decided to shut it down.

    So Forums generally are not the best place to judge if a software is good or not...

    Fax
     
  4. trjam

    trjam Registered Member

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    They can be good and bad, as stated above. I agree that most that post in a forum need help with a problem. Therefore 99 percent of the posts make it look like your software has issues. It is very rare to see people post to say something positive. So a large vendor like Norton, would have an enormous number of posts signaling issues with their software, when the reality is if you look at the number of users to posts, it is not very relevant. But to a new customer, they might think it is.

    The other issue is language. Your customers may reside anywhere in the world and unless you can make your forum useful in different languages, a lot are not going to use it. F-Secure has a forum, large company, but not many post there. The key is support via a individualized support page.

    A customer should be able to click on the product site for support, choose a language, fill out what the issue is and submit. They should then get a return email with a reference number and be instructed that they will be contacted in less than 24 hours. Some have something like this and to me, this is how it should work compared to a forum.
     
  5. sukarof

    sukarof Registered Member

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    That is true. There is no need for a fanboy forum. But there are issues and there there are issues so to speak
    I can only speak for my self but I do actually read what the problems are about, and the responses, or lack there of, gives me an indication if I should spend time and money on that software or not.
    I think I have been around long time enough to distinguish posts from people who dont know the software or are generally bashing a software because they are fanboys of another software from posts that raises a relevant issue. If the software doesnt have a fundamental fault in the coding the staff (or users) on a forum usually solves the problem or if it does, then the vendor fixes it in the next build. If the vendor fixes imo too many issues with new builds often and call it a final product when it obviously looks like it is beta I shy away (unless I volunteer to beta test).

    But thats just me, there is plenty of software to try before wasting time on software that seem to need more testing before they put it on sale. I dont mind beta test software as long as I dont have to pay for it.
    Therefore forums are good for me and I use them to stay away from software that could give me trouble after I bought them. I might try them, regardless of what the forums say if they were the only option, but usually they are not the only software in their field.

    As for the average joe who buys a software, I dont think there are many of them that reads the forums before they buy and that counts for alot of the unnessecary negative posts towards a software. personally I am very seldom disappointed with software that I bought (and I think I buy more software than the average consumer) - because, thanks to the forums, I stay away from the software that could make me disappointed.
     
  6. sukarof

    sukarof Registered Member

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    Yeah, that is indeed sad. I´d like to ad that there are some pretty fundamentalistic fanboys of competing software out there too. They have decided that as soon as a company reaches a certain "bigness" (big sales) it must be chopped down. ;)
     
  7. beethoven

    beethoven Registered Member

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    I will always prefer software with an active support forum - having email support is great but most questions are answered quicker by either reading through questions previously asked and answered on the forum or asking for assistance there. Software that does not provide any type of forum makes me hesitate as I cannot judge the responsiveness or effectiveness of "official" support.
    In addition many support fora provide a wealth of information for someone just lurking, interested to learn or finding ways to tweak a program - something completely missing when you have to rely on email support.
     
  8. pilotart

    pilotart Registered Member

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    When I last used NAV (three years ago) they did have an excellent "self-help" site where you could enter a question, problem or concern and have access to a directed automated reply or 'tool' to solve for you.

    Dell provides an excellent "Self-test" that ends with an Email if you still have the problem. That brings a quick solution by Email and warranty parts delivered the next day (no charge) or next day pick-up of the problem unit.

    These 'Self-help" sites are often exactly the same source that the 'Call-in' Techs will use when you call for support. It is usually much quicker for you to go through that system without the 'help' of a poorly trained 'entry-level' tech on the telephone line.

    Dell's 'call for help' is free, but Symantec and McAfee used to charge for any telephone support.
     
  9. Mongol

    Mongol Registered Member

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  10. C.S.J

    C.S.J Massive Poster

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    this forum is biased!
    drweb has one,

    but its very quiet, or russian. :blink:

    enter wilders..... :D
     
  11. s4u

    s4u Registered Member

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    That's true I was just wondering. They are three large companies and they all don't have any forum
     
  12. C.S.J

    C.S.J Massive Poster

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    this forum is biased!
    2, panda has one. :)
     
  13. computer geek

    computer geek Registered Member

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    m:D c:D a:D f:D e:D e:D 's got one
    http://forums.mcafeehelp.com/index.php
    in fact, they also got free e-mail and chat. it also gives you a chance for paid virus removel, but i've found that tech support (chat or e-mail free) do give you some help although they seem too commercial.*

    *= a bit too commercial, i was beginning to wander whether they were helping me or advertising or just bots!
     
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