Rated 
Great Product
Started Dec 10, 2005
Strengths: NONE
Weaknesses: EVERYTHING
I am totally disgusted with this product and the level of service provided.
I recently downloaded Panda Platinum internet security free trial version, as the information on the product seemed outstanding. Shortly after downloading the free trial version, my computer lost all internet connectivity. ALL CONNECTIVITY. Because this was a weekend, I waited until the tech support line was open on Monday to get help with the problem.
The support agent I spoke with informed me that the company policy is not to support trial version customers via phone support and that I could use email or internet support. I re-explained the problem; that Panda software had disrupted ALL of my internet connectivity and that I could not USE email or online support. He continued to tell me that my loss of connectivity was a symptom of the program being corrupt and that I needed to uninstall. I told him that I had tried to uninstall but was getting an error message and that the program would not allow me to uninstall.
Next, he told me to boot in safe mode with networking and uninstall from there. He then reiterated that the policy is not to support trial-version users. Following this call, I did as instructed and rebooted to safe mode to uninstall this software. I got the same error so I called back and got the same agent on the phone. I told him I was getting the same error and that I needed support, policy or not. In fact, one of the reasons I decided to TRY the product was that technical support was offered. At the time of download there was NO message stating that my support was limited to online support.
The tech support agent then took my email address (which I can only access from work now) and emailed me a help file to uninstall my program. When I arrived at work this morning, I have an email for an uninstall script that is run off of a WEBSITE!
http://216.240.153.30/tech/Panda_Uninst.exe
How could I be expected to run an uninstall file off of the internet when I HAVE NO INTERNET CONNECTIVITY.
As a former phone support agent and a once potential customer, I am DISGUSTED at the level of service that I have gotten and the blanket policy treatment I have received. While I can understand that providing phone support costs money and it does not seem to pay off to support free trial customers in the short term, in the long term, one has better potential of encouraging people to BUY the product if that have gotten an exceptional product hand in hand with decent customer service. Frankly, I am appalled at this point. Not only has my issue not been resolved, but I am getting “support” that is inappropriate as I cannot follow the above link to uninstall the program because the program has removed my ability to connect to the internet.
This exchange took place on Monday. Today is Wednesday. I have heard NOTHING from Panda, not only tech support but also nothing from customer service.
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