It doesn’t seem fair does it? Why should you have to have a problem fixed that was not of your making, was completely unplanned and even after you pay to have it fixed; there is no guarantee that it won’t come up again.
You probably have read about the recent snafu by McAfee where their anti-virus software mistakenly identified a Windows update file as a threat and quarantined it; causing untold XP workstations to go into a continual reboot loop….by some accounts ‘tens of thousands’ of workstations.
To make maters worst; the fix was released by McAfee that required you to reboot your machine in safe mode, apply the patch, then restore the affected files from quarantine before getting your machine back up and running.
Unfortunately, McAfee’s website was so inundated with requests for the fix that it too failed, preventing users from obtaining the fix for some time.
To further compound the problem Rogue Anti-Virus gangs (you know, the ones that produce ‘fake’ anti-virus software that actually infects your machine) quickly capitalized on the problem by grabbing search terms related to the problem and tricking unwary users into downloading their malware as a ‘fix’.
The funniest thing about this whole ordeal is… ALL other anti-virus companies stayed well clear of the issue; keeping their mouths shut because they realize they are not imune to the issue, except one; SunBelt software which offered displacement discounts for replacing your McAfee software with their VIPRE software.
Why is this funny?
Cause VIPRE themselves just released a bad update causing their users computers CPUs to spike to 100% requiring users to kill the process and reboot their machines to regain control (http://supportforums.sunbeltsoftware.com/messageview.aspx?catid=27&threadid=4590)
Now image your frustration having dumped McAfee and loaded VIPRE because of the original mess; only to get caught up in this new problem!!
I will be willing to bet that there were lots and lots of small businesses that paid through the nose to get one or both of these problems fixed.
For sure, there were several computer ‘consulting firms’ salivating at this ‘opportunity’ to bill a few more hours and pad their profits to fix this problem.
All the while shrugging their shoulders and blaming the evil AV software vendors (no doubt while they were laughing all the way to the bank!)
So what’s a small business owner to do?
Thankfully, McAfee has stepped up and done the RIGHT thing; offering to reimburse users who were impacted by this problem for reasonable repair expenses (http://us.mcafee.com/en-us/landingpages/np5959.asp?cid=77220). While McAfee is my LEAST favorite AV software, you have to give them props for doing the right thing!
Wouldn’t it be nice if ALL AV software manufacturers would have the guts to do the same?
I know for a FACT; that other AV vendors have had similar, although less publicized problems. I have seen this same type of issue occur with Trend products to which Trend simply said; “oh well”.
The reason this situation is all to common is because of one simple fact…
Break-fix firms or MINOs (managed-services in name only) companies, in an effort to get business, don’t charge enough to SUPPORT the products they sell you!
Naturally, YOU are on the hook for repair fees caused by the software THEY sold you.
Good Networking!
Eric Hobbs
Technology Associates
ehobbs@technologyassociates.net
919-459-0109 – Direct
Things to Think About…
- The Fix. Find a real managed-services company that stands behind their solutions at all costs! If your current provider won’t stand behind the products they are selling you’ve got to wonder why!!
- Don’t do it yourself Changes are you have WAY more important things to worry about that whether or not your workstations anti-virus is updating. Don’t attempt to manage your AV solution yourself, it will be the first thing pushed aside when real business issues crop up.
