Sup­port in a storm

Computer Shopper - - LETTERS -

I read your re­cent test of se­cu­rity soft­ware with in­ter­est (Shop­per 366). But one of the things yours and the other mag­a­zines never go into in these re­views is the ven­dor’s tech­ni­cal sup­port.

I used Kasper­sky for years and then gave up as, at the time, it had so many is­sues keep­ing it go­ing that it was prac­ti­cally a con­stant hobby that I didn’t want.

I then moved back to Nor­ton, where years later I still am, but its tech­ni­cal sup­port isn’t much bet­ter, al­though it does have rea­son­ably good fo­rums, which sort of com­pen­sate.

So I think in such re­views you need to look at the whole pack­age, and that might put a dif­fer­ent an­gle on it.

Also, even if your PC does get com­pro­mised, the com­pen­sa­tion (for ex­am­ple, Nor­ton gives you your money back!) is also poor. Just a thought. David

They’re all good points, and high­light fea­tures that are dif­fi­cult for us to test dur­ing the re­view process. This kind of prod­uct test­ing re­quires real sit­u­a­tions. Would it be useful, in fu­ture, if we were to put out a reader sur­vey get­ting feed­back of this kind, which we could then in­te­grate into the re­view? Write in and let us know if this would be help­ful and any other in­for­ma­tion you’d like us to cover.

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