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Trend Micro Incorporated Complaint - Poor email support of virus protection software

Review by homeport on 2002-06-07
NORTH REDINGTON BEACH, FLORIDA -- While I cannot speak about other Virus Protection manufacturers, I can speak about the poor and mostly non-existent support that that I have received for PC-cillin, sold by Trend Micro. This is a company that prides itself on giving rapid email support for its products. The following incident is only one example of what type of support I have received from this company.

I have been waiting for an answer to a simple question from Trend Micro for almost 3 months. "What is the expiration date of my subscription?" I have emailed to at least 5 different email address given by the Trend Micro web site. This includes "Support", "Sales", and a third party address give by the company. Each time, I might get a response telling me that this address is not the correct one and to send the query to another address. In most instances, I get no email reply at all, even after repeated submissions of my query.

In other more important matters, I could not get an email response even when my Virus Protection program has stopped working. When I did get a response, it did not address the problem, but was more of a canned response. It has become obvious to me that Trend Micro does not consider support and service a priority. It may be possible to phone but this is a toll call and can be costly. Once my subscription is up, I will not subscribe to Trend Micro products again. I can only hope that my Virus Protection program stays active before
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