Online Chat Facility - Problems?

Mothballs

I need to submit fsdiag.zip as requested by one of your Support Technicians.  However I'm now unable to establish a session. During the past hour I've attempted to contact a support technician three times without success and find myself being arbitrarliy disconnected from the console after a 10-minute wait every time.

 

Have I been RBL'd or has the entire Support Team just won the lottery?

 

Cognis

IMHO this is a pretty poor chat/support service ~ are we supposed to sit waiting for 20 minutes+ for a support technician to respond ~ of course when you go onto another webpage to work on something else the technician then closes the session. I've certainly used far better tools than the LogMeIn system ~ come on F-Secure find something better please (I've now manged to end my 4th attempt to "chat").

Mothballs

I must admit that today's quality of response is certainly a complete contrast to the excellent service I received yesterday evening at ~11pm.

Janiashvili

Maybe today is weekand and they aren't working??

Mothballs

Please allow me to draw your attention to FS's own page, which claims that support for the UK is available 24/7.

http://www.f-secure.com/en/web/home_global/support/contact/call-f-secure-support

 

 

Cognis

The app F-Secure is blocking is crucial for me, so I can't wait ~  so I will need to remove it and get an AV system which works!!

[Deleted User]

Hi All,

With regards to your problem, we apologize for the inconvenience caused by our chat support system. We had a downtime on Friday but now it has already been rectified. Kindly be assured that we are constantly improving our support platform to serve you better.

 
Thanks.

Best Regards,
Jagadesan

Mothballs

I attempted to use your amusingly-named 'support' system as recently as 30 minutes ago, when I was yet again disconnected after the traditional 10-minute wait.  All I'm trying to do is highlight a potentially serious fault in FS for the benefit of FS and its users.

 

Could I now speak to a grown-up please?

 

[Deleted User]

Dear Mothballs,

 

I sincerely apologize for the inconvenience caused to your side. Do you have an existing case reference number or email address so I would be able to take ownership of the case and assist you further?  If no, I would suggest you to open a Support Ticket:
http://www.f-secure.com/en/web/home_global/support/contact

Once you have open a SRID kindly update me so that I can help to solve your issue. Again, I sincerely apologize on the inconvenience caused to you.