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Websense Worst Support EVER!!


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#1 thunderhart8

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Posted 02 July 2014 - 12:15 PM

This product was introduced to my organizaitn as a turn key solution for web gateway security.... 4 months into the project still having HUGE gaping problems with the platform functionality the DLP is non functional and they hybrid solution is junk.  The Support for this product from corporate is the worst I have witnessed!! This level of non-support taking first place topping IBM support. At least IBM will get you an engineer within a few hours.. he may be in a third world county feeding chickens and purchasing fish at a flea market.. but they at least fix the issue with some viable solution. 

 

The level of mis-information that leads to absolutely no identifiable solution disgusts me. If you have or even suggest the practice of using Google to you platform to fix a problem than you as a support technician fail. It not your fault it is the corporate organizations fault for not supplying you the necessary resources and work methodology to remediate and troubleshoot issues.  

 

I am a IT Security professional with years of experience and a Masters degree and host of certifications in IT and IT Security and the educational material is purposefully misleading with huge gaping gaps of information. The HUGE gaps and Presumptions are presented as if a teenage child with untreated ADHD wrote the material. I am sure it is with the intention to preserve the Secret "Proprietary sauce." I guess they take that money used for support staff logistical support and buy off Garnter staff to give them such a good rating.  

 

I would make the recommendation to use some other competitor brand like CISCO, Barracuda, etc..    



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#2 quietman7

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Posted 03 July 2014 - 07:34 AM

When choosing an anti-virus or any other security software, availability of quality/prompt technical support from the vendor is always a consideration.
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#3 rp88

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Posted 30 July 2014 - 12:21 PM

it's disgusting when companies give bad, or fail to to give any, online support. so many of them won't even provide an email address(actually that uncivilised act is not confined to software vendors: hospitals,government departments,councils,etc also fail to provide that backbone of civilisation) and those that have online chat facilities often have huge waiting times, i remember using a paid antivirus and trying to contact them about some issue, i was on an online queue for online chat support for 40 minutes before it just cut itself off(from their end). avg, the free version, however answered their online chat in about 10 seconds. the price you pay really doesn't correlate to the help that a company is willing to give. where big companies put their money i don't know but it certainly isn't into services for repaying the users who provided it in the first place. if only consumer demand was powerful enough to place this sort of thing higher on the agenda.


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My systems:2 laptops, intel i3 processors, windows 8.1 installed on the hard-drive and linux mint 17.3 MATE installed to USB

#4 quietman7

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Posted 30 July 2014 - 04:33 PM

Awareness of poor product support spreads fast in community forums like this. That leads to decrease use of a product resulting in loss of revenue...a wake up call for the vendor.
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