- Report: #137023
Complaint Review: Authentium - Internet
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Authentium
authentium.com Internet, U.S.A.
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Authentium Ripoff horrible customer support for internet security software Palm Beach Gardens Florida
I have Cox High Speed Internet as my ISP at home. Late last year, Cox began offering subscribers a free security suite that included an anti-virus program, anti-spyware, a firewall and parental controls. The software is written and supported by a third party company called Authentium. All of the features seem to work well except the anti-spyware program and the tech support is horrible.
The anti-spyware module simply doesn't work. Ever since installing the software in December, it hasn't worked right. If I run a scan and try to quarantine or delete the spyware, the whole program shuts down, including the firewall and antivirus software.
You would think that after 4 months I would have been able to resolve the problem. It has been elevated to "Tier 2" customer support, but can I get someone to call me? No.
The send me an email asking for a time to call, so I give them several options. I specify Pacific Standard Time. Over the last 4 months, they have tried to call me all of 3 times. When do they call? During business hours, when I am not home to troubleshoot the problem and the don't leave a call back number. I get great service and support form Cox, but Authentium is simply horrible.
Carl
El Cajon, California
U.S.A.
The anti-spyware module simply doesn't work. Ever since installing the software in December, it hasn't worked right. If I run a scan and try to quarantine or delete the spyware, the whole program shuts down, including the firewall and antivirus software.
You would think that after 4 months I would have been able to resolve the problem. It has been elevated to "Tier 2" customer support, but can I get someone to call me? No.
The send me an email asking for a time to call, so I give them several options. I specify Pacific Standard Time. Over the last 4 months, they have tried to call me all of 3 times. When do they call? During business hours, when I am not home to troubleshoot the problem and the don't leave a call back number. I get great service and support form Cox, but Authentium is simply horrible.
Carl
El Cajon, California
U.S.A.
1 Updates & Rebuttals
Carl
El Cajon,California,
U.S.A.
Problem solved. I received a phone call from a very apologetic manager
#2Author of original report
Wed, April 06, 2005
Shortly after I posted this report and forward a copy to the company, I received a phone call from a very apologetic manager. He handled my complaint is a very professional manner and turned me over to a senior technical support person. It took about 40 minutes to troubleshoot the problem, but we were able to resolve the issue. Now the program works just fine.
