- Report: #432797
Complaint Review: Zone Alarm - Redwood City California
-
Author Confirmed
Why?
Zone Alarm
www.zonelabs.com Redwood City, 94065 California, U.S.A.
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Zone Alarm's lack of customer support for paying customers!!! Redwood City California
Note: At the end of my problem description is a copy of the chat log with Zone Alarm personnel. You should read this before purchasing any Zone Alarm product.
I am running Zone Alarm Security Suite as well as the Zone Alarm Z100G router with services that I also paid for. To clarify, I paid for the Z100G services as well as the Security Suite. Recently I was notified that my "Support and Update Information" had expired. However, under the "Registration" section it stated, "The copy of Zone Alarm Security Suite was registered on 10-24-2008 1:53:36 PM."
Therefore I was confused as to what I was actually paying for since the Security Suite supposedly encompassed the firewall and anti-virus. I then attempted to find a support number only to learn I must pay $2.95 per minute for the call.
I then located chat support and began to ask my questions about the "Support and Update Information" section being expired. The support person, chad, proceeded to tell me this was a technical issue and I should contact technical support. Personally I don't see how a renewal question is technical, but that's just me.
I then asked Chad, since I was paying for "Support and Update Information" was there a phone number I could call that did not cost. I was told there was not, but was provided with a link to use e-mail support. I attempted to use the e-mail option and after two attempts to send it failed I gave up. By the way, I have Road Runner service, and have had no other failures for as far back as I can remember, so I don't feel the failure was in any way a problem on my end.
I then asked what the word "Support" meant under this section that I was prompted to renew and I was told I was paying for anti-virus and anti-spyware updates. I was then told the word support meant the free e-mail support, which by the way has a 24-48 hour response window. That's not very supportive if you are having a serious problem and need help.
I eventually became frustrated and advised Chad I planned to post the chat log on you tube and various blogs to inform consumers of Zone Alarm practices and oddly enough he immediately ended the session. And even more oddly I attempted to use the chat e-mail button to send the log to my e-mail and it did not work. Imagine that. So, I printed it to pdf for posting. You may read the chat session below.
Now I must look an alternative for firewall and anti-virus support.
Welcome to ZoneAlarm Customer Service. An online chat agent will be with you shortly. You are number 5 in the queue. Your wait time will be 3min(s) 32sec(s) Thank you for waiting.
All agents are currently assisting other guests. Your current wait time is 5min(s) 4sec(s) Thank you for waiting. All agents are currently assisting other guests. Your current wait time is 3min(s) 18sec(s) Thank you for waiting. You are now chatting with 'Chad'
Chad: Thank you for contacting ZoneAlarm Customer Service. How may I help you today?
Richard: According to my Za Product info my current copy of ZA was registered on 10-24-2008. However, it is also telling me my support and update info is expired.
Chad: on moment please
Richard: Also, if I am renewing support and update information what is going to come due in October of this year?
Chad: i am looking into it for you
Richard: Thank you
Chad: I will be right with you.
Richard: 10-4
Chad: Unfortunately this is a technical issue and I would be unable to assist you with this as I am only customer service. I can however provide a link that will allow you to send our Technical Support your issue via email. They will be able to respond to you with a resolution within 24-48 hours.
Chad: Note: You will need to click the link above and enter your information to submit the case to Technical Support.
Chad: http://www.zonealarm.com/tsform
Richard: Since I am paying for support what phone number do I call without providing my phone number/
Richard: Without being asked for a credit card number rather
Chad: i am sorry but the free support is though email, the only technical support phone number is a pay per minute number
Richard: So I am paying for e-mail support
Chad: no you are not
Richard: It plainly says "Support and Update Information" with a renew button on it.
Richard: So what exactly does that "Support" mean
Chad: the free email support
Richard: But it says "Renew" "Support and Update Information" What exactly am I paying for when I renew?
Chad: you would be paying for the antivirus and antispyware updates
Richard: So what exactly does the word "Support" mean in the heading "Support and Update Information?"
Richard: And if I am paying for your product why do I have to pay for technical support over the phone. That makes no sense.
Chad: the free email technical support, if you do not have a current subscription you would not receive any support
Richard: I'm just curious. What happened to companies that really supported the product customers paid for?
Richard: Was that question too tough?
Chad: we do provide support for the products you have paid for, your problem is a problem that technical support will have to help you fix, i am non-technical support only, you can contact our technical support at www.zonealarm.com/tsform
Richard: And I am sorry to keep you busy with this, but I don't want to wait for technical support to contact me by e-mail in a couple of days. I need to speak with someone now.
Chad: i am sorry if you want the free support you will have to wait for our technical support to get back to you
Richard: I think I will seek another product. However, I will post this conversation on you tube and various blogs. I think people should really know what they are getting into before purchasing ZA.
Chad: I am ending this chat session. If you have any other issues, feel free to open a new chat via the Support page. Thank you for using ZoneAlarm Live Chat.
Chat session has been terminated by the agent.
Chat Window Page 1 of 1
(((link redacted)))... 3/10/2009
Richard
Rural Hall, North Carolina
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
I am running Zone Alarm Security Suite as well as the Zone Alarm Z100G router with services that I also paid for. To clarify, I paid for the Z100G services as well as the Security Suite. Recently I was notified that my "Support and Update Information" had expired. However, under the "Registration" section it stated, "The copy of Zone Alarm Security Suite was registered on 10-24-2008 1:53:36 PM."
Therefore I was confused as to what I was actually paying for since the Security Suite supposedly encompassed the firewall and anti-virus. I then attempted to find a support number only to learn I must pay $2.95 per minute for the call.
I then located chat support and began to ask my questions about the "Support and Update Information" section being expired. The support person, chad, proceeded to tell me this was a technical issue and I should contact technical support. Personally I don't see how a renewal question is technical, but that's just me.
I then asked Chad, since I was paying for "Support and Update Information" was there a phone number I could call that did not cost. I was told there was not, but was provided with a link to use e-mail support. I attempted to use the e-mail option and after two attempts to send it failed I gave up. By the way, I have Road Runner service, and have had no other failures for as far back as I can remember, so I don't feel the failure was in any way a problem on my end.
I then asked what the word "Support" meant under this section that I was prompted to renew and I was told I was paying for anti-virus and anti-spyware updates. I was then told the word support meant the free e-mail support, which by the way has a 24-48 hour response window. That's not very supportive if you are having a serious problem and need help.
I eventually became frustrated and advised Chad I planned to post the chat log on you tube and various blogs to inform consumers of Zone Alarm practices and oddly enough he immediately ended the session. And even more oddly I attempted to use the chat e-mail button to send the log to my e-mail and it did not work. Imagine that. So, I printed it to pdf for posting. You may read the chat session below.
Now I must look an alternative for firewall and anti-virus support.
Welcome to ZoneAlarm Customer Service. An online chat agent will be with you shortly. You are number 5 in the queue. Your wait time will be 3min(s) 32sec(s) Thank you for waiting.
All agents are currently assisting other guests. Your current wait time is 5min(s) 4sec(s) Thank you for waiting. All agents are currently assisting other guests. Your current wait time is 3min(s) 18sec(s) Thank you for waiting. You are now chatting with 'Chad'
Chad: Thank you for contacting ZoneAlarm Customer Service. How may I help you today?
Richard: According to my Za Product info my current copy of ZA was registered on 10-24-2008. However, it is also telling me my support and update info is expired.
Chad: on moment please
Richard: Also, if I am renewing support and update information what is going to come due in October of this year?
Chad: i am looking into it for you
Richard: Thank you
Chad: I will be right with you.
Richard: 10-4
Chad: Unfortunately this is a technical issue and I would be unable to assist you with this as I am only customer service. I can however provide a link that will allow you to send our Technical Support your issue via email. They will be able to respond to you with a resolution within 24-48 hours.
Chad: Note: You will need to click the link above and enter your information to submit the case to Technical Support.
Chad: http://www.zonealarm.com/tsform
Richard: Since I am paying for support what phone number do I call without providing my phone number/
Richard: Without being asked for a credit card number rather
Chad: i am sorry but the free support is though email, the only technical support phone number is a pay per minute number
Richard: So I am paying for e-mail support
Chad: no you are not
Richard: It plainly says "Support and Update Information" with a renew button on it.
Richard: So what exactly does that "Support" mean
Chad: the free email support
Richard: But it says "Renew" "Support and Update Information" What exactly am I paying for when I renew?
Chad: you would be paying for the antivirus and antispyware updates
Richard: So what exactly does the word "Support" mean in the heading "Support and Update Information?"
Richard: And if I am paying for your product why do I have to pay for technical support over the phone. That makes no sense.
Chad: the free email technical support, if you do not have a current subscription you would not receive any support
Richard: I'm just curious. What happened to companies that really supported the product customers paid for?
Richard: Was that question too tough?
Chad: we do provide support for the products you have paid for, your problem is a problem that technical support will have to help you fix, i am non-technical support only, you can contact our technical support at www.zonealarm.com/tsform
Richard: And I am sorry to keep you busy with this, but I don't want to wait for technical support to contact me by e-mail in a couple of days. I need to speak with someone now.
Chad: i am sorry if you want the free support you will have to wait for our technical support to get back to you
Richard: I think I will seek another product. However, I will post this conversation on you tube and various blogs. I think people should really know what they are getting into before purchasing ZA.
Chad: I am ending this chat session. If you have any other issues, feel free to open a new chat via the Support page. Thank you for using ZoneAlarm Live Chat.
Chat session has been terminated by the agent.
Chat Window Page 1 of 1
(((link redacted)))... 3/10/2009
Richard
Rural Hall, North Carolina
U.S.A.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
