Wednesday, February 10, 2010

Malywarebytes Forums - for the birds

So I am working on a particularly troubling spyware issue and found myself on the doorsteps of the Malwarebytes Forum pages. 

I had been working on removing a very nasty piece of spyware and ran into a few issues that I saw another user was running into - and the fix that was being given to that user was a sledgehammer when a screwdriver was required (metaphorically speaking).

So I decided to give a reply with my solution to his immediate problem.  Signed up on their forums, got a user account and verified my account when I got the message in my inbox and then... posted my quick fix reply for this users problem.

An hour later... I got this NASTY GRAM in my e-mail inbox:
Pardon my being cantankerous, but we only allow authorized people to help in the HijackThis forum.

I have deleted your response to the topic [url="http://forums.malwarebytes.org/index.php?showtopic=38661"]Your PC Protector.exe[/url]. Please do not give me reason to be more cantankerous than I already am. ;)

The error that the helper made has already been pointed out to them by the maker of ComboFix himself, as well as a workaround that he could have used. Please allow the Trusted Advisor who is working on that topic to work on a resolution with the user. We will help him if he needs it, and the last thing the user needs is a bunch of people telling him what to do.

Thank you. ;)
GT500
First Off - I think the forum administrator or whoever he is, came off as a complete ass.  I mean seriously - "Please don't give me a reason to be more cantankerous than I already am"   Give me a break.  And what is with the, "only authorized people" are allowed to post?

So I replied back with this:

That is how you start out a message - I don't care if you are cantankerous or not...  I find your lack of customer service skills to be horrific.

And what does Authorized People mean?  Could you define that a bit more?  Maybe that should be listed somewhere that EVEN IF YOU ARE A MEMBER, YOU HAVE TO BE 'AUTHORIZED'   

I did sign up to be a member - why be a member if you cannot post to the message boards?   I don't understand that logic?

I am glad that the error was corrected - I must have missed that in the forum posts - If you do not allow the general public to participate in a FORUM - then remove my account - love the application - but if this is what I can expect from support - I won't bother.

Bill
I am glad the user found his fix... but I chastised the Malwarebytes representative and told him that his customer service skills sucked (basically).

HOW BEST TO HANDLE THIS?
The Customer Service person (GT500) could have stated, very plainly, that there was a strict policy in place, point me to the policy, then nicely alert me that the my posting had to be deleted per that policy.  I have been doing I.T. for 17 years and it has taken me a long time to work with my community using kid gloves and trying to instill some confidence in not only my technical skills, but my personal skills. 

Work on it, GT500.

Bill




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