"but when I have a legit support issue (like this one)"
forgive me, but if you are referring to the right-click menu selection addition of 'scan with norton antivirus' as a legit support issue, i would personally take exception.
"The customer is always right" defines legitimacy for me. Especially when I'm the customer <g>. Although, most of the incidents I refer to involve investigating "why does it crash?" problems. Example - our NAV corporate deployment *required* a client to run IPX/SPX - even in a totally TCP/IP network. Otherwise, it died with illegal operations on RTVSCN32.DLL, VPEXRT.EXE, and LU32????.EXE, the executable that drives the live update.
Is this documented? No. After much effort, we finally dug out a just-written article that said that using IPX/SPX *might* fix it in certain situations. So, the "hands off" deployment and update feature (essential for a 2-man IT staff) wound up requiring hands-on fixes on each of our 100 PC's - because Symantec compiled PROTOCOL DEPENDENCY into its code and didn't notice.
I was *not* happy.
IMO, when Norton-branded software works, it does well. When it doesn't, the complexity of troubleshooting rises exponentially - usually because it's so damned obscure about what it does, how it does it, and where it plants impenetrable cute little tweaks like that right-click option.
Forget cute - gimme KISS. It's easier to fix that way.
- Mitch |
