Mr. Steve Bostedor has entered room.
Thara has entered room.
Thara(Fri Nov 21 2008 10:16:49 GMT-0500 (EST))>
You are being transferred to Thara.
Thara(Fri Nov 21 2008 10:16:53 GMT-0500 (EST))>
Welcome to Norton Spyware & Virus Removal Service.
Is this the first time you are contacting us or do you have a Priority ID?
Mr. Steve Bostedor(Fri Nov 21 2008 13:17:07 GMT-0500 (EST))>
first time
Thara(Fri Nov 21 2008 10:17:39 GMT-0500 (EST))>
May I confirm your email address as steve@bostedor.com and direct phone number as , am I right?
Mr. Steve Bostedor(Fri Nov 21 2008 13:17:54 GMT-0500 (EST))>
yes
Thara(Fri Nov 21 2008 10:18:00 GMT-0500 (EST))>
May I know which country you are connected from?
Mr. Steve Bostedor(Fri Nov 21 2008 13:18:10 GMT-0500 (EST))>
USA
Thara(Fri Nov 21 2008 10:18:23 GMT-0500 (EST))>
Please provide me your alternate phone number or mobile number.
Mr. Steve Bostedor(Fri Nov 21 2008 13:18:47 GMT-0500 (EST))>
Mr. Steve Bostedor(Fri Nov 21 2008 13:18:51 GMT-0500 (EST))>
that is my phone number
Thara(Fri Nov 21 2008 10:19:01 GMT-0500 (EST))>
Are you connected from the computer, which is facing this particular issue?
Mr. Steve Bostedor(Fri Nov 21 2008 13:19:11 GMT-0500 (EST))>
no
Mr. Steve Bostedor(Fri Nov 21 2008 13:19:25 GMT-0500 (EST))>
Bozteck VNCScan (www.vncscan.com) is a commercial remote management application for IT departments. It has a file in it called remote.vncscan.dll and it is being detected as a virus in your latest DAT files. This is a false positive
Thara(Fri Nov 21 2008 10:19:47 GMT-0500 (EST))>
Is the infected pc is near to you?
Mr. Steve Bostedor(Fri Nov 21 2008 13:20:06 GMT-0500 (EST))>
the computer is not infected
Mr. Steve Bostedor(Fri Nov 21 2008 13:20:15 GMT-0500 (EST))>
It’s a false positive
Mr. Steve Bostedor(Fri Nov 21 2008 13:21:34 GMT-0500 (EST))>
hello?
Thara(Fri Nov 21 2008 10:22:02 GMT-0500 (EST))>
Yes, I am with you
Thara(Fri Nov 21 2008 10:22:12 GMT-0500 (EST))>
May I know if your computer is on network or it is a stand alone PC?
Mr. Steve Bostedor(Fri Nov 21 2008 13:22:32 GMT-0500 (EST))>
Why would you need to know this for the problem that I am reporting?
Mr. Steve Bostedor(Fri Nov 21 2008 13:22:54 GMT-0500 (EST))>
Is this an automated system or a human being?
Thara(Fri Nov 21 2008 10:23:24 GMT-0500 (EST))>
Yes, this is a human being
Mr. Steve Bostedor(Fri Nov 21 2008 13:23:45 GMT-0500 (EST))>
ahh – is there a better way to report false positives to Symantec than this?
Thara(Fri Nov 21 2008 10:24:19 GMT-0500 (EST))>
Thank You for all the information. I would now create a Priority ID for you.
Thara(Fri Nov 21 2008 10:26:26 GMT-0500 (EST))>
Thank You for your patience.
Your Priority ID is 490478263 . Please make a note of it for future reference.
Mr. Steve Bostedor(Fri Nov 21 2008 13:27:11 GMT-0500 (EST))>
ok
Thara(Fri Nov 21 2008 10:28:22 GMT-0500 (EST))>
As I understand from your issue description, you are getting False Positive for remote.vncscan.dll. Am I correct?
Mr. Steve Bostedor(Fri Nov 21 2008 13:29:44 GMT-0500 (EST))>
yes
Thara(Fri Nov 21 2008 10:30:46 GMT-0500 (EST))>
Steve, since you have mac operating system, I will transfer you to the concerned department. Please do not disconnect the chat.
Thara(Fri Nov 21 2008 10:30:59 GMT-0500 (EST))>
Shall I proceed?
Mr. Steve Bostedor(Fri Nov 21 2008 13:31:21 GMT-0500 (EST))>
umm – this isn’t a problem on the MAC
Mr. Steve Bostedor(Fri Nov 21 2008 13:31:30 GMT-0500 (EST))>
It’s PC software – thus the .DLL extension
Mr. Steve Bostedor(Fri Nov 21 2008 13:32:10 GMT-0500 (EST))>
When you asked if I was chatting from the affected computer, I said no
Mr. Steve Bostedor(Fri Nov 21 2008 13:34:46 GMT-0500 (EST))>
Do you guys have a mechanism for customers to report false positives and submit a sample executable? That’s really all that I need to know
Thara(Fri Nov 21 2008 10:37:23 GMT-0500 (EST))>
Steve, we will not support mac os. I will transfer you to the concerned department who will help you regarding this. Shall I proceed?
Mr. Steve Bostedor(Fri Nov 21 2008 13:37:40 GMT-0500 (EST))>
OMG! I’m not using a MAC OS
Mr. Steve Bostedor(Fri Nov 21 2008 13:37:55 GMT-0500 (EST))>
please transfer me to someone who can read English
Thara(Fri Nov 21 2008 10:41:00 GMT-0500 (EST))>
Steve, I am sorry. Will you please confirm your OS.
Thara(Fri Nov 21 2008 10:42:02 GMT-0500 (EST))>
Actually we are not supporting Mac OS. We are supporting only windows.
Mr. Steve Bostedor(Fri Nov 21 2008 13:45:12 GMT-0500 (EST))>
This is for a Windows computer, not the computer that I’m on
Mr. Steve Bostedor(Fri Nov 21 2008 13:47:20 GMT-0500 (EST))>
We pay thousands of dollars to Symantec each year for licensing and this is the kind of support that we get?
Thara(Fri Nov 21 2008 10:48:56 GMT-0500 (EST))>
Steve, you have to contact us from the infected pc.
Mr. Steve Bostedor(Fri Nov 21 2008 13:49:27 GMT-0500 (EST))>
this is ridiculous – there is no infected computer why can’t you understand that?
Thara(Fri Nov 21 2008 10:49:52 GMT-0500 (EST))>
You can use your priority id for contacting us later.
Thara(Fri Nov 21 2008 10:50:03 GMT-0500 (EST))>
Okay
Thara(Fri Nov 21 2008 10:50:26 GMT-0500 (EST))>
At that time we will surely help you.
Mr. Steve Bostedor(Fri Nov 21 2008 13:51:06 GMT-0500 (EST))>
I’m going to save this chat and send it to people in Symantec who can make a difference. This holds the record for the worst support that I’ve ever received from an organization ever.
Mr. Steve Bostedor(Fri Nov 21 2008 13:51:37 GMT-0500 (EST))>
You will find it posted at http://www.boztedor.com in about an hour
Thara(Fri Nov 21 2008 10:52:11 GMT-0500 (EST))>
Is there anything else I can help you with?
