PC Tools has an image problem

[ejr]

As you can see by the on-line review I did of spyware doctor and the fact that I am a registered user of Spyware Doctor, I think that PC Tools has a great product. I bought Spyware Doctor 4.0 and have not regretted it for one minute. I think it is a wonderful antispyware application.

But the problem is EVERYTHING ELSE about the way that PC Tools does business. The image I have in my head of the folks at PC Tools is somewhat a cheezy/sleazy image, something akin to that of a used car salesman or an ambulance chasing lawyer. You want your PC Security applications to come from a company you TRUST. The following issues below erode any trust that I have in the company.

1. Spyware Doctor has more false positives than other applications. I can live with this. However, when you couple that with the fact that spyware doctor also does not come with a fully functional trial, that gets harder to swallow. A typical customer will donwload the product, be told that their machine has spyware (sometimes even when it does not), and also told that they will only remove the spyware if you buy the product. That is a very negative experience from a consumer standpoint. If your product is TRULY better (and I think that it is), give to use for free for 10 days and get us hooked. Don't goad us into buying your product. Very SLEEZY.

2. The product installs the google toolbar. The google company spys on anyone that uses it's products. They save every search you do and every email you send with their free email account. They then index this information and create a profile for you which they sell to advtertisers. Isn't this the definition of spyware? So Spyware Doctor installs spyware onm your machine when it puts the google toolbar on. Again...SLEEZY.

3. Money back guarantee. It is awful to tell someone that they can get their money back, then sit on their refund. If I am not satisfied, I want my money back and I want it back now. It should nto take 10-30 days to get the refund when everything is done electronically. We didn't make you wait 10 -30 days to charge our credit cards. Once again, this contributes to a SLEEZY image problem.

4. Customer support. Now, most companies have problems in this area. But how about a policy that you will at least hear back from support within 24 hours of submitting your problem? There is nothing worse than emailing tech support and never hearing back.

5. Unisntall Tool. I saw a complaint in this forum that a user that wanted to remove Spyware Doctor couldn't fully do so. If someone wants to remove ALL TRACES of your product, tech support should offer to send them the removal tool. Every other software vendor that I have worked with does this.

So please, executives at PC Tools, get with the program. You have a GREAT product. You already "build a better mousetrap". It's just that everything else about the company feels sleezy. And sleezy is NOT the image that a PC security company should present.

[Chippa]

I agree that Spyware Doctor is a great program. Excellent at removing spyware and malware.

It would be a good idea to have a fully functional version trial for a couple of days or even one scan that can remove spyware. This will provide a fair indication of how the program actually works.

For the google toolbar, I dont think this is a big problem as the user is given the choice if they want this installed or not. So its really up to the user.

I read in another post that refunds generally take up to 10 days. This is quite fair, as i always thought refunds take a while longer, to validate the order and to process the refund which can take some time.

[katie]

Hi

I am a registered user of Spyware Doctor and Registry Mechanic, and i have had a few problems with these programs. However, support has been great. From past experiences, it has taken anywhere from 1 day to 2 days to receive a reply.

kt

[ejr]

I agree that Spyware Doctor is a great program. Excellent at removing spyware and malware.

It would be a good idea to have a fully functional version trial for a couple of days or even one scan that can remove spyware. This will provide a fair indication of how the program actually works.

For the google toolbar, I dont think this is a big problem as the user is given the choice if they want this installed or not. So its really up to the user.

I read in another post that refunds generally take up to 10 days. This is quite fair, as i always thought refunds take a while longer, to validate the order and to process the refund which can take some time.

The problem with Google is twp-fold.

1. Many people have installed software so many times that they simply click the "yes" button or the "next" button without looking carefully art the details. They then end up with the Google Toolbar installed. At a minimum, the install google toolbar option should be unchecked by default.

2. Spyware Doctor = Anti-spyware. Google = Spyware company. You really don't see a conflict of interest with this affiliation? It is a poor choice of business partners. It's like the police buying their guns from the maffia.

Also, refunds should be given quickly. It's not 1950 anymore. We have the internet. We have email. Today's society is an instant information society. If it can be done in 10 days, that's OK. But the messages I have read seem to indicate that 10 days is a pipedream and thar it has taken much longer.

Still, Spyware Doctor is a great product. I can't fault the product. I love it in fact.

[Amaspain]

I used to think that Spyware Doctor was a gppd program until their last major version where they started placing Adware within Skype.

I find it ironic that the piece of software that should be protecting me from Adware is actually acting just like the companies that use Adware

[Petertron5000]

Check http://www.pctools.com/forum/showthread.php?t=142