Which AntiVirus you think has the best Support ?

Discussion in 'other anti-virus software' started by Pinochio, Jan 12, 2006.

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  1. colorado13

    colorado13 Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    1: Bitdefender
    2: Kaspersky
    3: Nod
     
  2. Osaban

    Osaban Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    NIS was my first ever security suite and also my first hands on experience in computer security. In 8 months of Symantec tenure, i never got infected but had a dreadful problem sending my e-mails: NAV was taking ages to scan outbound messages timing out my mail provider. The result was that every time i was sending anything approaching 1 MB I had to disable NAV completely. For months I tried to solve the problem through their 'wonderful website' various forums and e-mails to support which were never answered.
    You say the company is too big to provide support to everyone, to me this is nonsense because they are making most of the money and they are so popular among the indifferent users that they can even maximise their earnings by cutting down support. I left them and forever. I will always warn friends to stay away from Symantec: Am I a bigot? It remains to be seen who is going to laugh in the end.
     
  3. jlo

    jlo Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    Hi,

    Well I have been interested to read about the support of Norton. I had a quick look at the website, went to trouble shooting and then saw a link said contact support http://www.symantec.com/techsupp/home_homeoffice/products/nav/nav_2006/contact.html

    and it gives option for e mail and live chat 24hrs a day.

    I don't use Norton myself so can't comment on how well it works.

    I have tried bitdefenders live support and Mcaffee live chat and both worked well.

    Cheers

    Jlo
     
  4. mikel108

    mikel108 Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    What was Symantec suppose to tell you. Change your settings on timeout. Default is around 1 min. I have had ETRUST, AVG, NOD, KAV, ect, ect... all timeout a one point or another
     
  5. Osaban

    Osaban Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    The point is not to rehash an old problem and try to solve it now. At the time sending my e-mails was a nightmare and I was always getting a warning window from Symantec saying that the e-mail could not be sent because either the outbound scanning from NAV was being blocked by a firewall or my mail provider was too busy. (The firewall was from NIS)

    They would furthermore advise me to check their ubiquitous 'Knowledge Base'. I literally tried everything as I didn't want to loose 6 months of paid license(jlo in his post says it is possible now to contact support through e-mails).

    At the time (September 2004 to June 2005) I have never received one single answer from my e-mails and I thought if I have to pay 30$ for a phone call, I may as well migrate to another company.

    I had Kaspersky first and I'm now using NOD32: I have never had one single issue with both companies sending even 3MB e-mails. So my mail provider had nothing to do with it and there was obviously something wrong with my outbound scanning using NAV.

    I'm sure there must have been a solution, but after a month of trying things out and couldn't get anybody to help me I decided to change. When people say ' Oh well you know the new version of NAV has been fixed, and support is better than in the past' I say fine for Symantec but I for one lost money with their products (and believe me there's more than just e-mails) and will never ever buy their products again.
     
  6. hollywoodpc

    hollywoodpc Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    Hi all .
    Everyone is different but , I cannot believe the people here saying KAV is one of the best . Where does this opinion come from ? I cannot even tell you the # of times I had written KAV support only to sit quietly for months without a damn thing from them . NOD was just as bad a year ago . NOD is much better now . I STRONGLY suggest that anyone paying attention to this thread take it ALL with a grain of salt . I have yet to see any evidence of KAV having great support . Of course , I gave up on them and basically told them to drop dead about a month ago . Not that it matters because I do not think they can read . Why else can that not answer about 18 emails sent over a period of 2 and a half months ? I suggest writing to support of anAV you are considering to feel them out . Have them answer some questions and you decide how strong the support is . IU know everyone is different but , 18 emails NEVER responded too ? About simplistic things on their product ? I even told them I was a POTENTIAL customer . Made no difference .
     
  7. tiagozt

    tiagozt Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    I like Kaspersky and NOD32 supports... Dr.Web is good too...
    Bitdefender for me isn't good, Symantec is a big xeet(!)
     
  8. maddawgz

    maddawgz Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    Trend Australia rang em 5min..:D
     
  9. mikel108

    mikel108 Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    @ Osaban .... fair enough

    Since a few weeks ago I have been using NIS 2006(More later). I have never really used Symantec before, except for a few days of horrible use of NAV 2004.

    I emailed a rather simple question to them on the week-end about scanning limited accounts from the administrator account. Response time 53 hours. Not the best I have had, but the answer I recieved was complete.

    E-trust was usually a week response time, with a check the knowledge base response.

    Avast Forum was great, and quick.

    AVG Pro email support was super fast, with complete helpful answers.....with the exception on one horrible tech response.

    Best,
    Mikel
     
  10. Night-Scare

    Night-Scare Guest

    what is better then LiveChatt from bitdefender.
    think they have the best support, also the e-mail support from them is very very fast!!!
     
  11. Happy Bytes

    Happy Bytes Guest

    maybe a guy called "Sm0kie" ? :D
     
  12. Ned Slider

    Ned Slider Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    I've had very good experiences with F-Secure too.

    Never had to contact any others (other than submitting samples), so can't comment.

    Ned
     
  13. Notok

    Notok Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    I have to disagree about the statement about big corporations and support as well. I've talked to a number of (non security related) large corporations that had excellent support. I've done phone support for big companies and small ones alike, and can say that a lot of it really depends on how well they treat their employees. If the employees sound relaxed, well humored, and competent, you can usually bet that the company treats them well, if they sound like they're in a hurry, reading off a script, and can't talk to you outside the script, they're usually working for a company that cares only about numbers.

    I've mostly dealt with Eset, and they have been fantastic. There have been a couple of occassions that I've used the live chat with BitDefender, and they've always been very courteous and to the point. I emailed eTrust some time ago and didn't have that great of an experience... but how those rank for "the best", I can't really say.
     
  14. richrf

    richrf Registered Member

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    My experiences with KAV are very mixed. Though I have been using the product for two years and am pleased with its overall malware coverage, I would judge the product support to be at best mediocre and at worst quite bad.

    As I write, my KAV license expired without warning two days ago and I am still awaiting instructions on how to renew. This is extremely poor and downright dangerous. As a stop-gap, I have loaded a trial copy of NOD32 which is working very well. I may decide to just keep NOD32, if I do not get renewal instructions soon.

    My overall judgement is that KAV' support is spotty and unreliable and would judge it no better than average for the industry. Having worked with Norton support for many years, I know that support can be much worse than what I am experiencing with KAV, so I have limited my expectations in this area.

    Rich
     
  15. Don Pelotas

    Don Pelotas Registered Member

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    Hi Rich

    Follow the "Prolong license" found under the supporttab in the main GUI and use the discountcode in the first page to get your 30% off.:)
     
  16. richrf

    richrf Registered Member

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    Hi Don,

    Thanks for stepping in and trying to help. So far, I have not received any response from KAV US support even though I have supplied them with my order number and date of order. I think that they really have some major problems with providing consistent support.

    In any case, I am unable to get into the KAV GUI. For some reason, it will not start up ever since the license abrubtly ended. NOD32 is running fine, and I would have no problems switching after the 30 day trial if KAV doesn't get back to me. I was very upset when I found myself without any AV protection.

    If you have any further advice, I would be appreciative.

    Regards,
    Rich
     
  17. Don Pelotas

    Don Pelotas Registered Member

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    I do, look in your Private messages.:)
     
  18. hollywoodpc

    hollywoodpc Registered Member

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    I will not touch KAV now because of the support . NOT EVEN AN OPTION ! Normally , nothing technical is needed by me but , if I have a question , I expect an answer or an attempt at one . Very happy with what I use now and very happy with the support . I do not think that KAV has a support area . lol .
     
  19. Eldar

    Eldar Registered Member

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    Always received an answer the next day, so never had any problem with the support. :)
    Same with the false positive file I send them some time ago. Next day I received two emails letting me know it was indeed a false positive and the other message reported that it would be fixed in the next update. :cool:
    Good to hear you're happy with NOD, but there's really no need to be so negative about KAV. They do have a great forum too, although I don't visit it that often. :doubt:
    I'm also very happy with what I use now, as it was before with Avast, BitDefender.
    Who knows I may give NOD32 a go one of these days. ;)
     
  20. hollywoodpc

    hollywoodpc Registered Member

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    Eldar .
    You are positive about KAV as you had great support from them . I think KAV ( the program ) is excellent . For me , their support sucks ! Period . 2 months , 18 emails , nothing ! Hmmmm . And you wouled be happy with that ? I have never had worse support , other than with ZAP a few years back . It cannot get worse than what I just wrote . You had very good luck . I think that is wonderful . I just will not go near them ever again . It is what happened to me . ONLY me . You should be very happy as you got what you wanted . Not here .:cool:
     
  21. Madsen DK

    Madsen DK Registered Member

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    Re: Wich AntiVirus you think has the best Support ?

    Ditto:)
     
  22. Eldar

    Eldar Registered Member

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    Didn't receive a message from the board. :doubt:
    Yep, indeed very happy with KAV.
    Support as been great for me, so I can't complain. :)
    18 emails and nothing :blink: That's really something I do find very strange.
    I always sent an email to European support, so I really don't know how support in other countries respond.
    However you always have their excellent support forum which does help to get answers to your questions a lot faster. :cool:
    Don't know if it has anything to do with luck. Every software developer I sent an email to responded
    always within reasonable time.
    Sorry you had a bad experience with KAV support. :'(

    Take care. ;)
     
  23. Chuck57

    Chuck57 Registered Member

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    AVAST is the best in my opinion. Replies on their forum are very quick and they're willing to take the time to help you fix whatever is wrong.

    One I will avoid from now on is McAfee. It's a great antivirus, but their support leaves a lot to be desired. I went to their forum with a problem, and they tried to tell me I wasn't having the problem. I removed McAfee that day and vowed never to go back to it. For me, it's AVAST from now on.
     
  24. Graystoke

    Graystoke Registered Member

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    I've had experience with support from both BitDefender and KAV. I've contacted both by e-mail. With KAV, I got a reply the next day. I believe it was the KAV UK support. With BitDefender, I got a reply within 15 minutes. I've also used the Live Chat BitDefender offers. Very helpful and friendly. So I'd have to give my vote to BitDefender. In todays world, it's instant gratification that counts. ;) :D
     
  25. hollywoodpc

    hollywoodpc Registered Member

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    Eldar .
    Think I might move so I can try it again lol . maybe to the UK .:D
     
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