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Sunday, October 31, 2004
Vendors promise solid tech support, but our test found long hold times and poor advice
What really sells security managers on one AV vendor over another? As a follow-up to Information Security’s technical review of desktop AV products, Information Security investigated the state of the AV industry’s customer support, putting five vendors to the test: Computer Associates, McAfee, Symantec, Sophos and Trend Micro.
Robust, exciting technology may be the spark that brings vendors and customers together, but support is the stuff of long, happy relationships. With a malware storm always on the horizon, you’d expect AV vendors to have among the best customer support programs.
The last thing you’d expect is having to wait an eternity on an 800-number listening to Burt Bacharach melodies only to tell your problem to a call center operator with a checklist of questions and stock responses.
But that’s exactly what Information Security found disturbingly often in our review of leading AV vendors’ customer support.
Information Security graded each on the entire support experience, putting the greatest weight on the ability to solve our test problems (see “Report Card”).
http://infosecuritymag.techtarget.com/ss/0,295796,sid6_iss486_art1005,00.html