| > Secondly, the error message that users are presented with SCARES THEM. Antivirus customers are they type of users that are scared, they are typically users that don't know what to trust. I feel you, I really do. > It took us quite a while to figure out where that "false positive" link was. This was a huge peeve of mine, the form is pretty impossible to find unless you use a search engine. > When we finally did discover the issue, it wasn't clear what to do. It took us quite a while to figure out where that "false positive" link was, and we weren't even sure that it was the right place to send it to. Even worse, you claim that they "should" have the programs whitelisted within a few business days. This is patently false and never happens that quickly. It took a month before the executable we submitted was whitelisted and you know what? It didn't help one bit. Normal turn around time is a few days, it shouldn't take a month. Was this around Christmas? Were the files served via https? Are files unique between downloads? Were the files mirrored to different domains? Did the team have actual executables to vet? I understand your frustration and I am sorry it feels like Symantec is working against you. Please continue to fill out false positive reports, the team takes those seriously. With false positives, it shows the system is flawed and they'll take a deeper look at fixing the fundamental problems, otherwise they think the system is working perfectly. |