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Bouncy, crunchy, filppant rubber balls

We've been having the _worst_ time with anti-virus software at my church. :-( It's one of these all-in-one packages that scans everything -- downloaded files, e-mails, etc. Over a month ago, it stopped working: when sending certain e-mails, the whole anti-virus subsystem would just hang. It seemed directly related to the content of the e-mail (as opposed to, say, the destination address). The AV vendor (no names mentioned, but it's not Norton or McAfee :-( ) has given me a complete runaround in "helping". Their consistent answer has been, "Please uninstall and re-install". I tell them that I did that and that it still hangs when sending certain e-mails. They said "Please uninstall and re-install". In fairness, they have come out with (so far) 2 new updates that supposedly fixed the problem. But neither have fixed it -- the software still hangs upon sending some e-mails. Their solution? (even after I've told them that the newest versions still do not work) "Please uninstall and re-install." I'm trying to decide whether these tech support people are arrogant jerks who know nothing and also assume that the user knows nothing, or whether this is the general level of technology of Windows software (i.e., that Windows itself is so unstable that many problems -- even _repeatable_ problems -- can be solved by repeatedly uninstalling and re-installing an application, and the application itself is not at fault). It's a tough call. :-( And note that their uninstaller does *NOT* completely remove the software from the system. You have to go manually remove all kinds of registry entries and leftover files. Half the time, their uninstaller doesn't even work _at all_ -- you have to go remove *all* files and registry entries. We bought this software at the recomendation of someone else because it was significantly cheaper than Norton. What a mistake this has turned out to be. This person has even had the nerve to tell me that I really shouldn't complain, because my church is such a small organization and that big software companies like (our Anti-Virus Vendor) don't pay attention to the little customers like us. I was speechless when he told me this. Their software doesn't work! Of *COURSE* I have a right to complain! I've had to give several users "Administrator" privlidges so that they can disable anti-virus protection when sending e-mails. Arrggh!!

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This page contains a single entry from the blog posted on April 13, 2003 9:36 AM.

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