Kaspersky Complaint - Tech Support for KAV Business product
I realize Tech Support has been going downhill for several years now but going and way way downhill are something else. My firm has used Kaspersky AV as one of its many vary Av protections in our overall scheme and have not really had an issue until the recent MP4 (6.0.4) upgrade of their product. We then had to deal with their tech support full bore. To sum it up we are now almost at the 2 month point and still have no answers and have only 2 small attempts at fixes which were failures. In the US we have to pass on information to KAV techs who do not even know how to use their own tools they send us to collect information with, where we had to end up telling them how to extract the data and figure out how to use on our own. These techs seem to only be able to pass on information to Russia which immediately gives any case a half day lag time. Then with the already time delay we are asked to collect log after log and trace after trace with no end in sight or solution offered. It has been a nightmare for tech support, and without even getting into the KAV forums which I tried while posting information with some understandable bad overtones in my posts after the first month went by without result – my post was abruptly deleted from the forum by a tech. The posts had information and responses to the techs questions but with other comments that they could not take so rather than leave up and not reply they cut off and removed so others could not be warned. When the KAV product works it is one of the best but do not need tech support – ever or you are in trouble.