SiteAdvisor Plus: Great program, shame about the support

General system trouble. Software, hardware related. NOT for infection assistance.

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SiteAdvisor Plus: Great program, shame about the support

Postby MysteryFCM » Wed Nov 14, 2007 11:12 am

Let me begin by making it clear, I love SiteAdvisor, always have. However, I was recently given a complimentary licence for SiteAdvisor Plus by McAfee for being "among the top 100 McAfee SiteAdvisor reviewers", something I originally thought was great.


http://mysteryfcm.co.uk/?mode=Articles&date=14-11-2007
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Postby rockingmtranch » Wed Nov 14, 2007 12:53 pm

Very well written article Steven. Thank you. :D
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Postby JeanInMontana » Wed Nov 14, 2007 1:05 pm

Kick ass article Steven!! As you know I have been an open critic of SA since McAfee got their hands on it. When we beta tested it there was great potential and the lines of communication were open. That all came to a screeching halt with McAfee.

I am a SiteHound fan now and while I use both, it is only for comparison and criticism.
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Postby MysteryFCM » Wed Nov 14, 2007 1:11 pm

hehe cheers guys :)
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Postby ShadowPuterDude » Wed Nov 14, 2007 8:43 pm

:rotf: Wow, connect to your machine without even asking. I've canned people for less. Talk about a breach of trust.

JeanInMontana wrote:I am a SiteHound fan now and while I use both, it is only for comparison and criticism. :rotf:
Speaking of SiteHound, I've got a bone to pick with Firetrust.

http://www.castlecops.com/p1022318-Site ... ml#1022318
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Postby JeanInMontana » Fri Nov 16, 2007 2:00 pm

I wouldn't mess with CC forum, I would go to the source. They need to add a feature to the toolbar to refute claims of a bad site. The only way to comment on a site already blocked is to pick another bad category. I choose not to do that. :roll:
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Postby ShadowPuterDude » Fri Nov 16, 2007 4:20 pm

JeanInMontana wrote:I wouldn't mess with CC forum, I would go to the source. They need to add a feature to the toolbar to refute claims of a bad site. The only way to comment on a site already blocked is to pick another bad category. I choose not to do that. :roll:


I fired off an email to them.

SiteHound is blocking the MalwareTeks Blog, http://blog.malwareteks.com/. This is the Blog of a Security Researcher and MS MVP. Namely myself, ShadowPuterDude, MVP Profile.

Your product indicates the blog to be unsafe. This is the furthest thing from the truth and needs to be corrected immediately.

I posted in your "official" support forums, a week ago, at Castle Cops; but it would appear that no one from FireTrust actually monitors, your forums at CC. This is bad for business, as your web pages direct people to the forums at CC.

If you are going to have support forums, whether as part of your site or hosted by another site; you need to monitor those forums on a frequent and consistent basis.

As I am not a subscriber to your service, I have no means to find out why you list a site as unsafe and repute the FP. A colleague uses your service and is telling me that the blog is listed as a phishing site. She also tells me that one can not repute bad reviews, or an erroneous bad rating. You have to select from a list of "bad" items when submitting feedback. Whether this is an oversight or not, you really need to consider a means for site owners and webmasters, to seek redress.
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Postby MysteryFCM » Fri Nov 16, 2007 4:28 pm

Nicely put :)
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Postby ShadowPuterDude » Fri Nov 16, 2007 4:41 pm

Support ticket has been opened.

ShadowPuterDude,
Your Ticket has been received and a member of our staff will review it and reply accordingly. Listed below are details of this Ticket. Please make sure the Ticket ID remains in the subject at all times.

Ticket ID: *********
Subject: SiteHound is Blocking the Blog of an MS MVP
Department: SiteHound
Priority: High
Status: Open

You can check the status of or reply to this Ticket online at: http://support.firetrust.com/
Email: ************
Password: **********

Please do let us know if we can assist you any further,

Firetrust Limited
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Postby MysteryFCM » Fri Nov 16, 2007 4:46 pm

Let's just hope that their support is better than SA's ;)
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Postby ShadowPuterDude » Fri Nov 16, 2007 4:52 pm

MysteryFCM wrote:Let's just hope that their support is better than SA's ;)


I wonder what priority would have been assigned, if I hadn't of told them I am a MS MVP. :twisted:
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Postby rockingmtranch » Fri Nov 16, 2007 5:40 pm

ShadowPuterDude wrote:
I wonder what priority would have been assigned, if I hadn't of told them I am a MS MVP. :twisted:


Priority? Do you honestly think you would have gotten a response if you hadn't let alone a priority? LOL
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Postby ShadowPuterDude » Fri Nov 16, 2007 5:53 pm

rockingmtranch wrote:
ShadowPuterDude wrote:
I wonder what priority would have been assigned, if I hadn't of told them I am a MS MVP. :twisted:


Priority? Do you honestly think you would have gotten a response if you hadn't let alone a priority? LOL

Sarcasm, doesn't translate well over the internet. :tan:

They responded within 2 minutes of me sending my email. Telling them I'm an MVP definitely got their attention.

No one should have to resort to using titles to get peoples attention.
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Postby rockingmtranch » Fri Nov 16, 2007 6:02 pm

Shouldn't but it's sure fun when we can :D
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Postby JeanInMontana » Sat Nov 17, 2007 2:33 pm

I don't want to quibble over 'titles" getting attention, I do think they still listen to all of us. When I was heavily submitting sites to them, they were getting added within hours. I have no title. I was finding tons of bad sites. I think they are still very small and little staff to cover "official" forums. I would have to know if Firetrust requested that status or if CC just took it upon themselves.
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Postby ShadowPuterDude » Sat Nov 17, 2007 3:11 pm

FireTrust links to the Forums at CC as their support forums. They shouldn't send people there if they aren't their support forums.

There's been no resolution on my inquiry, it is the weekend.

It's a good thing that they action reports of "Bad" URLs quickly. It's also important to action reports on erroneously classified sites, quickly. I was expecting an automated reply to my email. Instead a human responded, that's one in the plus column.
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Postby ShadowPuterDude » Sun Nov 18, 2007 7:05 pm

FireTrust has resolved the issue of SiteHound blocking my Blog. :celb:

Now back to the regularly scheduled topic - SiteAdvisor Plus: Great program, shame about the support
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Postby rockingmtranch » Sun Nov 18, 2007 8:21 pm

Well, damnit if that's not the first good news I've heard today......Bravo :D
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Postby JeanInMontana » Mon Nov 19, 2007 12:41 pm

ShadowPuterDude wrote:FireTrust has resolved the issue of SiteHound blocking my Blog. :celb:

Now back to the regularly scheduled topic - SiteAdvisor Plus: Great program, shame about the support


Glad to hear your back in black. Now....

SiteAdvisor is terrible at rating sites....absolutely horrid. I see tons of sites green that are in no way a place you would send someone in good conscious. The do not listen to raters and it takes and act of Congress to get a site rating changed.

There back on topic.
:rotf:
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