Okay, so I run CA Security Software on my test server in my office, well recently I have been having some issues with it not wanting to automatically update itself. I have configured my firewall until I am blue in the face and finally decided to explore their support options tonight (my last definitions were downloaded 14 days ago). After digging around to find my original purchase receipt for the software I finally located my order number as well as their support link.
I went to the support site and found their telephone support options. Basically there are no options, there is a $19.95 per incident telephone support fee. Since I have already exhausted all of their online resources I decided to go ahead and spend the 20 bucks and get a live human on the phone that can help me get this resolved. Well, once I got through, I got a lady on the other end of the phone that may has well have been Charlie Brown’s schoolteacher. She and I could not understand a word that the other was saying. I immediately thought that maybe I might have hit the wrong option for Spanish or something but it never asked me before connecting w/ her.
After we talked for about 10 minutes (if you want to call it that), she finally determined that someone was going to have to call me back. Now, this phone call is going to cost 20 bucks and I have to sit around the phone for the next 2 hours (that’s the window they gave me) for someone to call me back to help me resolve this issue.
I know that telephone support is almost extinct these days, especially in the software industry, but for 20 bucks I would have thought that I would have at least gotten someone immediately that I could speak with. I am a little aggravated and had to vent, so thanks for letting me share…
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Just a note though, I really do like CA’s security products, it’s just a shame they can’t put as much effort into their technical support operation.
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