Skip to main content
GameDev.net gamedev.net
🔒 Locked

support robots

Started by Seriema Mar 18, 2005 at 10:14 AM 3 replies 1.2k views
Original Post
Seriema
Seriema
Hello all, I thought I'd share my little experience with Symantec support. As some might know, I made a shell extension for Windows (displays thumbnails for TGA, DDS, etc. in explorer, see sig). Well suddenly, I update my virus definitions and run a scan. Blam! My install and uninstall files are stamped as Adware.BargainBuddy... oh yey! So I contacted Symantec about this, telling them that I'm a programmer and my product is falsely recognized as Adware. How do I solve this? Do they do it, or me? Here's the answer:
Quote:
Thank you for contacting Symantec Online Technical Support. I understand from your message that Norton AntiVirus (NAV) has detected Adware.BargainBuddy. John, please note that Adware.BargainBuddy is an adware program that downloads and displays advertisements. For more information and removal instructions on this Adware program, please refer to the URL link provided below: >Web URL: http://securityresponse.symantec.com/avcenter/venc/data/adware.bargainbuddy.html In order to keep your system free from viruses, I recommend that you run an Online Virus Scan. To run an Online Virus Scan, please refer to the following document from our Online Knowledge Base that has instructions you need to follow: Title: "How to use Symantec Security Check to scan for viruses or online threats" Document ID: 2002031510570647 >Web URL: http://service1.symantec.com/SUPPORT/analyzer.nsf/docid/2002031510570647?Open&src=con_ols_nam If your system is infected, then please be aware that Symantec no longer provides online virus removal support. We do have several resources that you can use to help you with your virus related questions and needs. Our Online Knowledge Base can assist you with removal instructions. Please visit the following URL link: > Web URL: http://securityresponse.symantec.com/ If you need interactive technical assistance with removing a virus, trojan or worm from your system, you can contact virus removal phone based paid support for assistance. For more details, please refer to the URL link provided below: > Web URL: http://www.symantec.com/techsupp/contact_phone_virus.html Note: Please be aware that Symantec's virus removal consulting service is a fee based service. After your computer has been cleaned of viruses, you may have to restore the functionality of Norton AntiVirus (NAV) by uninstalling and re-installing afresh. The following document from our Online Knowledge Base will assist you in restoring the functionality of NAV: Title: 'Restoring Norton AntiVirus after it is infected by a virus' Document ID: 2001120816371506 > Web URL: http://service1.symantec.com/support/nav.nsf/docid/2001120816371506?Open&src=con_ols_nam If you require further assistance, please do not hesitate to contact us. Regards, Imran Symantec Authorized Technical Support
Note: that they mention A) "interactive technical assistance" with "phone based paid support" B) "If you require further assistance, please do not hesitate to contact us." Also note the use of my name in the beginning of the mail: "John, ..." and that the e-mail is "signed" by a "Imran" who apparently is a "Symantec Authorized Technical Support". My responce started with "Thank you for your automated responce that didn't help me at all." and I further explained the situation, that MY app is not infected nor is it a Adware. Where's I recevied this responce.
Quote:
Thank you for contacting Symantec Online Technical Support. I understand from your message that Norton AntiVirus (NAV) has detected Adware.BargainBuddy. John, please note that Adware.BargainBuddy is an adware program that downloads and displays advertisements. For more information and removal instructions on this Adware program, please refer to the URL link provided below: If you require further assistance, please do not hesitate to contact us. Regards, Imran Symantec Authorized Technical Support
By now I'm pissed. I wrote a e-mail where I would test "Mr Imran". How does the test go? Well I blatanly call him a fake and an idiot for about a page. :) Here's the responce to that: NONE! My guess is that their autobot couldn't give me symantec links for "idiot" and "fake". =) Ahh the Internet age, gotta love it! Oh, here's a bonus story for ya. It involves Steam (Valve).
Quote:
ME I'm trying to buy HL2 Gold through Steam. But I have a problem. I'm Swedish, but currently studying in Brazil. So my VISA is registered at my homeadress in Sweden, but I wan't my goods delivered to where I'm living now; Brazil. The way Steam asks me for my information I can't buy HL2 Gold, because I must currently live in the country where my VISA's registered. How do I buy HL2 Gold now?
Quote:
Steam support I do not show any attempts to purchase on your account.
That person also sets the "Status" flag to "Resolved". Apparently, use of weird english is a way to resolve user issues over at Valve Software... OK your turn! Let's hear those lovely autoresponces =D
[ ThumbView: Adds thumbnail support for DDS, PCX, TGA and 16 other imagetypes for Windows XP Explorer. ] [ Chocolate peanuts: Brazilian recipe for home made c
Dmytry
Dmytry
Dear Seriema,

Thanks for posting on GameDev.net forum. I understand from your message that your computer have been infected with Adware.BargainBuddy spyware. Please consult _[google]_ for removal instuctions.


(seriously, i can't find any funny autoresponses to contribute. But yes, support bots sucks.)
Promit
Promit
Trying to infect people's computers with spyware. I thought you were better than that, man.
SlimDX | Ventspace Blog | Twitter | Diverse teams make better games. I am currently hiring capable C++ engine developers in Baltimore, MD.
Benjamin Heath
Benjamin Heath
I had a Microsoft tech in Canada tell me I should have his job, simply because I'm a hobbyist Unix user and I know how to use a console. It was flattering, anyway.
Fruny
Fruny
Try telling them you want to report a false positive.

edit: according to their support pages, that feature seems to be integrated into the antivirus itself.
"Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." — Brian W. Kernighan

Topic Locked

This topic has been locked by a moderator. New replies are not allowed.

Sign in to reply to this topic.