Where is Prevx customer support?

Discussion in 'Prevx Releases' started by elidawneli, Aug 11, 2009.

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  1. elidawneli

    elidawneli Registered Member

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    I can not sign in to Prevx customer support. (But I DID create a new support request and explained each time...so at least they knew I needed help.) MyPrevx sign in works but does NOT solve my problem. Even password reset requests to Prevx go unanswered. I have tried to contact them from two computers for weeks now. Very upset. Prevx was NOT there for me when I needed it. I am shocked and feel cheated to learn they have no contact email or phone numbers. Please tell me what is going on and how I can get my purchase refunded?
    --Dawn
     
  2. Saraceno

    Saraceno Registered Member

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    elidawneli, I have sent a support request to prevx previously and it was answered in a short time frame. Many of us here have the same experience.

    Not sure why yours has remained unanswered, but I wouldn't worry, someone will provide assistance.

    I agree, many businesses should have a phone number, but given users calling from various countries, at times outside of standard business hours, email support is the most effective for programs like prevx (that is, we're not needing to go through phoning the company to download or purchase, so we shouldn't have a problem with using online communication for assistance).

    Just a side-note, I'm assuming you don't have a problem with the actual product/program itself, as in, it's been working well?
     
  3. Saraceno

    Saraceno Registered Member

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    If your response is urgent, PrevxHelp will be on here shortly, otherwise his email is: ~snip~ best to use our customer support inbox
     
    Last edited by a moderator: Aug 11, 2009
  4. PrevxWebDesigner

    PrevxWebDesigner Former Prevx Moderator

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    Hi Dawn,

    Prevx support read and reply to each message as promptly as possible (usually within minutes or hours), therefore that leads me to ask if you're constantly clearing down your cookies, or starting a new conversation each time - which means you won't be logging into the previous conversation to see our response?

    It is highly unlikely that we are ignoring your messages - and if you send a Private Message to me here with your email address, I shall go check how it was dealt with in our system. Also feel free to tell me your issue, and I will try to resolve this for you ASAP.

    :)
     
  5. elidawneli

    elidawneli Registered Member

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    Thank you for the quick, fair response. With so many Prevx devotees, thought I would be blasted for this but something is wrong and I must fix it.

    Using old Mac...trackball barely works and small keyboard...while main PC is in complete reinstall. How did I get there? Previously, went to a page that tried to put malware on me. (Couldn't move ahead or back so I ctrl+alt+del to shut browser.) OneCare stopped Win32 Fake XPA and found none of the reg keys and malware signs related to that so I thought I was fine but soon after noticed things were not right. Found a trojan.ini file. Researching related admin error messages pointed to Mytob-CL. Here is why I kept looking: printers sharing--no matter what I did, permissions changed, BIOS locked by password I did not put on. Dell does lock some features so more research found jumper to remove, cmos to clear. Finally found a way to make F8 key work to accept and reinstall Win. Through it all, OneCare has at least responded and tried to work with me (if only as it pertains to them).

    To boost protection, I previously bought Prevx 3. Worked with them through false positives. Even then, problems logging on to customer care. I wrote but did not get response on that issue. Win XP Home, IE cookies saved. I could sign on to MyPrevx but not to customer care, no option to reach them from there so all I could do was send new message each time and try password reset (no Prevx response--not even from my Mac).

    So, deleted partition, created again, & reinstalled XP from CD (no small trick to change boot order in locked BIOS). Still setting up. Praying my OneCare backup on external HD is not infected. Deactivated Prevx for reinstall but would you keep a product that offered you no other way to reach help when needed? If I can't log in, I can't see a response and I kept telling that. Also sending this to email address you gave for Joe. Sincere thanks for your help. Hope I answered all your questions. Yep, I would say Prevx was not working for me. I looked in some stand alone programs (that were assured not to interfere with protection) and saw exclusions I did not set so possible that most protection was compromised at that point.

    Thanks for your time...will Prevx refund my purchase?
    --Dawn
     
  6. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Hello Dawn,
    From what I've seen, you sure have run into quite an annoying situation! Looking through your customer support messages, we responded to every one of them - usually in less than one hour. I'm honestly unsure what could have caused the disconnect to prevent you from being able to reach the messages we've been sending :doubt: I've forwarded the information about your case onto our customer support developers who will be investigating as to how this headache came to be!

    I've never heard of malware that was able to affect the system in the ways you're describing and I tend to suspect that the issues you're having are more of a series of odd coincidences. The BIOS is heavily protected inherently and Windows prevents malware from changing the password - permissions to printers are always unreliable (at least in my experience... I've never been able to get them to work perfectly :doubt:) Chip manufacturers, like Intel, AMD, etc., have ways of updating their software through Windows Update which "could" have caused the problems you encountered if one of the updates failed to install or got corrupted along the way but it's hard to pinpoint the issue.

    "Win32 Fake XPA", as OneCare warned, is "XP Antivirus" - a rogue antivirus program, advertised maliciously in all corners of the Internet. OneCare has a web scanner which caused it to flag the website earlier than Prevx but we suspect that you are correct that it did not actually infect your system. The "trojan.ini" file is a component of an infection, but not an infection in itself - which means it was possibly left behind by another security product in the past.

    I'm truly sorry for the unnecessary and unintentional runaround you ended up getting into! I'll check up on the progress of your support inquiry - you should get a response by tomorrow morning at the latest.

    Feel free to send me a PM if you have any questions!
     
  7. elidawneli

    elidawneli Registered Member

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    Prevx emailed to initiate refund today. Though disappointed that we could not work together to find and fix problems, I am relieved. Glad to reassure everyone about Prevx. I hope--for the sake of others that they will work on communication issues. Sent a PM to your moderator...a request for advice. Will still check this site for info/advice--still need to improve security--more so now since I don't have that extra edge. Thanks to all who responded so quickly--it helped.

    Maybe the reason I have come to expect customer support is because I have given it in every job I worked. At one international co, I wiped kerosene off my hands to answer the phone from the machine shop, raced from assembly to testing then upstairs to fax quotes and prepare shipments (also office mgr at times). Unless they visited, few people knew how small a business we were. Today, OneCare techs impressed me--they won't close the case till I have restored backups on my PC and all scans are clean.

    A big P.S.
    Kudos to all who responded and PM'd. Research led me to Prevx so I know it is a good product. I may still use the free version if that's ok with them. I don't have a fraction of the PC knowledge y'all have but I work hard to find answers. Lost my PCs to remote access trojan once so can't be passive about safety. Right now, instead of fighting malware--I need to get back to helping others: researching cancer treatments, fixing PCs, converting VHS tapes to DVD, scanning photo albums in for family site...so my question is what CAN I DO to stay ahead of malware? My grandma cam is dearest to my heart but I know that poses risks, email to help folks is a must, and though our free family photo site is too open (folks who helped want to see our progress but don't want to fuss with sign in) my sister wants to share cancer survivor photos next--a real security concern for me. I would be grateful for any tips/advise/suggestions you can send or PM.

    Thanks again,
    Dawn
     
    Last edited: Aug 12, 2009
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