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Replying To:
Zone Alarm (none / 0) (#2)
by btu on Fri Sep 05, 2003 at 05:26:37 AM PDT

I'd purchased Zone Alarm Pro in spring of 2002. I had problems getting it to work, which were related to upgrading Windows, I think. I tried to download an updated version, but that turned out to be impossible, since I'd unfortunately not written down "login" information when I purchased it online (so many websites require you to register, I thought nothing of it). I looked around a lot, but there was NO way to contact Zone Labs for support except via email. My problem, of course, was not covered by the canned online help that was available. So I wrote email to tech support, detailing my situation, specifically mentioning when I'd purchased it, how I paid for it, etc. What I got back was slightly specific, mostly canned appearing information that did not help. I tried emailing tech support again, but received no response this time. Months later, I received another canned email from tech support saying that they'd been having difficulties, I should resubmit my problem. By that time I had already written this off, and didn't figure I'd get any better response. This whole situation has left me with a very sour feeling regarding Zone Labs (who had impressed me favorably up to that point). So now when I see good reviews of this company's products, I think "That's nice, but it's no good without support when you need it."


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