Jump to content

Symantec Tech Support Uses MBAM To Rid Malware..


Recommended Posts

  • Staff

Symantec Support Gone Rogue

by Neil J. Rubenking

I've praised Symantec's support, especially the integrated chat-based support introduced with Norton Internet Security 2009. Their support agents did a great job handling some problems that came up during my evaluation of that suite. Lately, though, a number of readers have reported problems with chat support. One asked for help because he was concerned that the threats Norton found were merely quarantined, not removed. The chat agent could have explained how to delete items from quarantine, or even demonstrated how using remote control. Instead, this agent insisted that the only recourse for full removal was an extra-cost session with a consultant. Another reader got worried when a chat agent performing remote-control cleanup used an unfamiliar non-Symantec program.

To my surprise, he downloaded and ran the free Malwarebytes' Anti-Malware utility. This is, of course, not a Norton program by any stretch of the imagination. It did find a few traces of various threats left behind when the CD-based scan wiped out the executable parts. Now, don't get me wrong. I have no grudge against tech support using free tools from other sources for cleanup. It's a fairly common practice. I just resent it when they pass those tools off as their own.

Full article @ PCMagazine:

http://www.pcmag.com/article2/0,1895,2342634,00.asp

Link to post
Share on other sites

id say that would be a very big pat on the back of the MWB team if major AV company's use there products in the way you have just said..

I Know it's not fair but it has to be a big plus to you guys that you know they use tools better than the 30 million dollar product they sell

Link to post
Share on other sites

  • Staff
id say that would be a very big pat on the back of the MWB team if major AV company's use there products in the way you have just said..

I Know it's not fair but it has to be a big plus to you guys that you know they use tools better than the 30 million dollar product they sell

Yea, it's a nice ting for sure. And like Neil said, it's not uncommon for support teams to use other freeware from other vendors.

No software will get everything.

I get people from Dell support all day saying they were recommended to install MBAM.

Link to post
Share on other sites

Oh no!

Just the thought of MBAM being borged by Symantec sends shivers down my spine and the hair on the back of my neck to bristle.

I think that their motto is If you can't fix it then buy it.

Link to post
Share on other sites

I saw that last night too, watched it play( the video of) , and seems like that person was told it would never happen again? B) :) so does that mean that tech made them blush? :) since theirs cost an MBAM , option of being free if so desired :)

Link to post
Share on other sites

  • Staff

Not to necessarily 'defend' Norton here but there is a fair amount of stuff we'll find they won't. And it's not just them either, many of the major avs perform the similarly.

Link to post
Share on other sites

Symantec Support Gone Rogue

by Neil J. Rubenking

I've praised Symantec's support, especially the integrated chat-based support introduced with Norton Internet Security 2009. Their support agents did a great job handling some problems that came up during my evaluation of that suite. Lately, though, a number of readers have reported problems with chat support. One asked for help because he was concerned that the threats Norton found were merely quarantined, not removed. The chat agent could have explained how to delete items from quarantine, or even demonstrated how using remote control. Instead, this agent insisted that the only recourse for full removal was an extra-cost session with a consultant. Another reader got worried when a chat agent performing remote-control cleanup used an unfamiliar non-Symantec program.

To my surprise, he downloaded and ran the free Malwarebytes' Anti-Malware utility. This is, of course, not a Norton program by any stretch of the imagination. It did find a few traces of various threats left behind when the CD-based scan wiped out the executable parts. Now, don't get me wrong. I have no grudge against tech support using free tools from other sources for cleanup. It's a fairly common practice. I just resent it when they pass those tools off as their own.

Full article @ PCMagazine:

http://www.pcmag.com/article2/0,1895,2342634,00.asp

I have spent some time on the Symantec Community Support Forum as I have Norton 360. Most of what is discussed there is operational. However, when someone has something they are having trouble removing, the recommendation is generally to install Malwarebytes, SUPERAntispyware, and HJT. They use pretty much the same techniques that are used here to sledgehammer the really bad stuff. Norton employees are on the site, but I think it's mostly third party members that help with the removals.

I've had good luck with both the online chat support and the automated repair tool for operational and installation issues with the software.

Link to post
Share on other sites

  • Staff

The big problem here isn't that they used our software, it's that they implied it was theirs. And of course the fact they're charging for removal.

I get support customers all the time who say "this <insert tech company> installed MBAM and it cleaned me up, now I want to buy", or they have other questions they need answers to. And sometimes there is still malware needing to be cleaned.

Link to post
Share on other sites

I posted my 2 cents to some of the SLOWER guys who commented in the PC mag forums...

Some people are really dumb....

So how does one get the free version? I followed the links for the free download, installed the software, and let it scan my computer. But when it came time to remove the malware, the software asked be to register, and then on a separate screen, asked me to pay $40. So if there is a truly free, full-functional version, please let us know where it is.

I wonder if this guy even read the title of the program he was running? OBVIOUSLY he was infected PRIOR to his searching, and has been redirected to an improper program...I don't know about you, but If I ever download an unknown program, I usually look to make sure it is really what I downloaded...or if I download something that's called MALWAREBYTES and the installer is titled AV360.exe im not gonna run it..

some people...lol

Link to post
Share on other sites

... However, when someone has something they are having trouble removing, the recommendation is generally to install Malwarebytes, SUPERAntispyware, and HJT. They use pretty much the same techniques that are used here to sledgehammer the really bad stuff. ...

Not entirely. Our experts here will go beyond those tools, and are trained in using things like ComboFix to do what HijackThis can only dream about. For me at least, HijackThis is really just a starting point so that I know what version of Windows, what Service Pack, what startup items, and how obvious the infection is. HijackThis cannot kill most infections, so I don't even go through explaining to a user what to remove with HijackThis. I leave the real detection and removal to utilities that are much more capable.

Link to post
Share on other sites

Just as an add-on question?, are you guys (and gals ) are you going to do anything about the use of this product by some large company who didn

Link to post
Share on other sites

  • Staff

Just as an add-on question?, are you guys (and gals ) are you going to do anything about the use of this product by some large company who didn
Link to post
Share on other sites

Just as an add-on question?, are you guys (and gals ) are you going to do anything about the use of this product by some large company who didn’t ask, has used it in a commercial purpose (as per your usage rights in the ELUA) and who even openly flaunt it in their support forum as a tool to use to clean Norton corporate clients and there domestic clients?, id see an open and shut case on a big payout over this open flaunt of use.

just me sturing, but really there is truth in what iv said. keep smilling

I'm sure Marcin has something going.

In this particular case in might be more advantageous for us, Symantec, and all of our customers if we were to sell Symantec the rights to use our software in this manner. That's just my opinion though, and we'll have to wait and see what Marcin decides to do.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.