Common issues With Companies (Examples from Bell Canada and Bitdefender)

1.     Every time you call in or email you get a different answer, sometimes the answers are conflicting or semi dangerous. In the case of Bell Canada’s staff they first gave me advice with nor warning that my machine would increase its risk of virus attacks if I did what they said. When questioned they did not have any deep knowledge of the fix or its side effects. 
Why Not

·       set up good support kb with fast indexes.

·       Invest in a CRM system that provides users with the ability to post issues in categories

Lack of response to issues or worst, hiding in the wings while your user community struggles to fix what is going on. In 2010 Bitdefender released an upgrade that caused the system to think each of its files was a virus and started deleting itself. This issue went from bad to worse with the total lack of response by the company and disrespectful way they covered their ass. They eventually bribed people with free versions but there was no focused effort and they let the community as a whole try to figure out what to do. Eventually they came up with fixes that were not complete and too late for a lot of us.

Worst of all they refused to admit they blew it for ages and even when they did admit it was done in such a lousy way that I personally lost all respect for the management team. They came across as arrogant and in fact gave the impression they were more concerned about getting sued than saying sorry.