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- Average user rating: 3.0 stars out of 23 reviews Back to product review
- My rating: 0 stars
Full user review
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1 out of 2 people found this review helpful
1.0 stars
"Technical Support was almost non-existent."
Pros: It filters out almost everything, viruses, malware, phishing etc.
Cons: It filters out applications that I want to allow to frequently update. No matter what I do according to the Technical support's suggestions.
Summary: I installed Panda Internet Security in 4/08. I noticed in Sept that my HP Advisor (I have an HP desktop) was not being allowed through the firewall to diagnose problems. I contacted Panda's support team and followed their instructions. The instructions were instrusive, meaning I needed to delete all of my previously accrued settings which took months to ascertain. However, I did anyway. Adding insult to injury, their suggestions did not work. Other applications that required frequent updating were not being allowed in. There's an option to "Always Allow", "Allow", or "Always Deny." I would choose "Always Allow." The software would not remember my choices. Finally, I realized critical applications were not being allowed to run. The scripts were being blocked. I used their 24/7 email support and got "boiler plate responses." Like before, they did not address my situation.
I work as a developer and know you can save hours of guessing by actually speaking to someone and asking specific questions.
So, instead, after about 3 weeks of running around with their "24/7 email Technical Support," and while I would send in screen prints verifying my claims, they just ignored me. I requested that this incident be escalated. I received an email response thinking it was genuine. It said to call a number between certain hours. So I left work early, called and reached a switchboard where they wanted to charge me $19, plus I would have to wait about 30 minutes and wait. Well, this was not acceptable. As a developer, I know all applications have bugs. No problem. But I expect someone to work with me in solving the problems as they occur. I sent another email asking for a manager etc. It was ignored. I cleaned Panda from my system and purchased another vendor's product for the desktop as well as my new laptop. Why? Because there was no knowledgable support available to handle the issues.
- 3 replies to this review
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Great review, but sorry you had such a hassle; I wonder if they've improved since then, as other reviewers liked their support--but of course, perhaps they didn't need it to the degree you did. Question: what "other vendor's product" did you choose? I am in the market now for affordable, non-overloaded security suite, as ZA is pushing me beyond my tolerance.
Thanks for your detailed review! -
Probably on your computer there was previous version Panda. I was dissatisfied with some functions too and have removed this program. But now I have decided to try the new version and is very happy to it. I have refused use Norton, NOD 32 and have chosen Panda.
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Don't know why you had a bad experience but I had a really great one! You should contact them on their Twitter page! http://twitter.com/Panda_Security
