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NotDeadYet

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Everything posted by NotDeadYet

  1. MB - Please re-read some your answers re: blocking entire gTLDs. Yes, there are bad websites out there - which is why we (the customers) pay you (and you work for us, remember?) for protection. If you don't want to do the work do decide which are "good" and "bad" sites, just say so. If you were talking about people and not malware, you're answers would read something like "well, we're deporting all <fill in the name of any group you hate> because a lot of them are bad people". Is that the corporate image you want to promote? You really have no idea which websites are bad so you just block entire gTLDs and leave it up to customers to figure out? How much will you pay customers to do the job we paid you to do? So try that again... try saying to a co-worker "well we've decided to fire you because you are a <fill in their ethnic, gender/sexuality, religious, etc.,> because as we all know most of "you people" are bad". Do not react to the example statement -- try and comprehend that your answers re: blocking gTLDs are exactly the same sort of statement and rather than spend money and time trying to put the problem back into your customer's lap, focus instead on your product and service. It is really that hard for you to comprehend that your answers are a joke?
  2. Porthos - I feel sorry for Malwarebytes -- I actively worked to move my customers from other products to Malwarebyte when it first appeared as a product (and in combination with the earlier versions of ESET my customer left the shop problem free). My issue is that "support experts" aren't reading the questions we paying customer submit. Your shop's reputation is as stake as well -- what if you're customer read the back and forth non-answer provided by Malware Intelligence Analyst Andres Ortiz, Malwarebytes Staff and walked back into your place of business with the "WTF?" look on their face? The other beef I have is when a company sells you a product or service and says "ask the community" for help, which is another way of saying "we need to reduce support costs, you're on your own -- ask others who have no clue what the real problem is." I'm sticking with MB, again it's good. But Malware Intelligence Analyst Andres Ortiz, Malwarebytes Staff should demand better training from management before the next performance appraisal. I really suspect the issues are "reading comprehension" and "customer facing skills". When I managed a development team, any engineer who found a problem (not in there own code, but some other part of the application) was given $1,000 plus a tax-adder. Much cheaper to solve it in the engineering group than all of the costs - most of them impossible to track - if the bug got out. Zero hope of every quantifying lost revenue and customer dissatisfaction. Always easier to keep a happy customer.
  3. leo3487 -- I don't understand that either... but apparently all Malware Intelligence Analyst Andres Ortiz, Malwarebytes Staff, can do is reply over and over again that Malwarebytes isn't blocking any specific IP address but "only" the "*.link" gTLD. Sort of like saying Malwarebytes is "only" blocking internet traffic from Europe and Asia to minimize the number of ads people see. Can Malware Intelligence Analyst Andres Ortiz, Malwarebytes Staff can we get a reply from Andres's first line supervisor for a clearer explanation of this issue as well as any training, coaching and counseling planned for Andres in order to improve his reading comprehension skills and overall customer interactions skills? Can we also get an explanation from the top level manager of Malwarebytes support organization explaining why and when a gTLD is deemed "unsafe" by Malwarebytes? This would be like Nortron blocking all *.com URLS because Malwarebytes.com was sending out too many ads to by their product, or Microsoft blacklisting Malwarebytes.com for "suspicious activity of an unknown nature". Before retiring, I did technical support since 1970 -- yes, the earth was still cooling, the dinosaurs roamed the land, and Pluto was both a Disney character and a planet in our solar system. Our focus was on product that worked, answers that made sense, and not considering a new GUI as a major improvement to help our "brand". Remember -- we pay for this stuff; they work for us. Andres' manager may want to take him off-line for a while to protect the Malwarebytes brand. Bottom line - on a scale of 1 to 5, Andres' answer is as far below zero as the numbering system goes.
  4. Porthos -- a much better answer than Malware Intelligence Analyst Andres Ortiz provided; probably because you read the question and understood what was being asked. While answer like yours should come from the company we're paying Malwarebytes for, do you happen to know what add-ons to Chrome (either specific ones or an answer along the lines of "they all seem to be related to adds on from <insert name of software publisher or company / or they seem to do with scanning software or free disk utilities or...>. You get the idea -- some general guidance that we can use as a starting point. I was a big advocate of Malwarebytes when it first came out; more answer like those from Malware Intelligence Analys Andres Ortiz, , and it may be wise to start looking at alternatives. Do you have any other malware detection programs you or your customer's have had better luck with, better support, etc? Thanks.
  5. OK Zynthesist, we get it -- MB has decided to block all *.link URLs. Repeating that over and over again without answering the customer's question is not good business nor is it a valid technical answer. Questions for you: 1) When will this block of an entire gTLD be lifted by MB? 2) I am getting "outbound" MB warnings about "app.link" -- let's assume that the entire gTLD of *.link is not a problem; how do we know if we have a real problem or this is a false positive? And not just any website --- this pops up when I go to Lifelock.com. So, after paying MB for it's product and about $300/year to Lifelock I don't know if my financial records at risk or if someone blocked an entire gTLD. Any ideas which it might be? 3) I am amazed that MB has decided to block an entire gTLD. That's like saying may of the *.com sites are a problem, so let's just block all *.com site, like malwayrebytes.com as an example. 4) Is it only Malwarebytes that is blocking an entire gTLD, and if so which of your competitors products would be your recommended alternative? This is a serious question; MB has - for reasons you have not explained - blocked and entire gTLD and as a customer I need to explore other options that don't take a "shotgun" approach to this as yet unexplained problem or concern that apparently only Malwarebytes.com has.
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