初次體驗趨勢科技美國線上技術問答服務

harry_chang2003

今天試了一下趨勢科技24H美國技術問答服務
感覺還不錯,一問一答,完全不需要像寄信還要等信等個好幾天

不過英文要很好,我用我的破英文跟他說了半天,途中還換了好幾個客服人員



網址:
https://trendmicro.ehosts.net/netagent/TrendMicro/en-us/tmchatlogin.asp
填個基本資料就可以開始了

下面是我今天問答的狀況

下午 03:01:41
System
Welcome to TrendSecure Support Chat.
下午 03:01:42
System
https://esupport.trendmicro.com/support/consumer/hcmshome.do
下午 03:01:42
System
Please wait while we connect you to a customer service representative.
下午 03:01:52
System
Modesto Ismael has joined this session!
下午 03:01:52
System
Connected with Modesto Ismael
下午 03:02:07
Modesto Ismael
Hi Harry
下午 03:03:09
harry harry
My case has the very many all raw sewage
下午 03:03:10
Modesto Ismael
How can I help you today?
下午 03:03:15
harry harry
My case has the very many all raw sewage
下午 03:04:23
Modesto Ismael
Do you already have a case no. or this is the first time you logged in for your concern?
下午 03:04:57
harry harry
This case http://subwiz.trendmicro.com/SubWiz/SWCaseDetails.asp?txtCaseID=0206077087&txtEmail=harrychang521%40YAHOO%2ECOM%2ETW
下午 03:05:31
harry harry
My this case has been very long, your all raw sewage
下午 03:07:17
harry harry
hellow
下午 03:08:27
Modesto Ismael
Okay may I know the original problem that you are having?
下午 03:11:52
harry harry
This case virus is I submits for TrendMicro http://subwiz.trendmicro.com/SubWiz/SWCaseDetails.asp?txtCaseID=0206077087&txtEmail=harrychang521%40YAHOO%2ECOM%2ETW But TrendMIcro all raw sewage When do TrendMicro want to process this case
下午 03:13:53
Modesto Ismael
It is actually forwarded now with our Antivirus Engineers and kindly wait for their feedback regarding your case
下午 03:15:35
harry harry
It is too long.My in February six submit the case already the quite several months
had not all processed
下午 03:15:48
Modesto Ismael
They will be the one to contact you regarding this case
下午 03:16:53
Modesto Ismael
Our Antivirus Engineers will inform you about the status of your case
下午 03:18:12
harry harry
How long this case probably also wants only then to be able to
process
下午 03:18:42
harry harry
Can TrendLabs be quickly???
下午 03:20:28
Modesto Ismael
Okay Harry we apologize but this case is handled by our Antivirus Engineers and they will be the one to assist your regarding your open case, and will contact you about the process
下午 03:21:58
Modesto Ismael
Is there anything else I can help you with?
下午 03:23:53
Modesto Ismael
Still there?
下午 03:24:02
harry harry
Can you tell your Antivirus Engineers be quickly??
下午 03:25:19
harry harry
I also have the very many pictures such case all not to process. Already accumulated very many
下午 03:27:29
System
Modesto Ismael has left this session!
下午 03:27:29
System
Welcome to TrendSecure Support Chat.
下午 03:27:34
System
https://esupport.trendmicro.com/support/consumer/hcmshome.do
下午 03:27:34
System
Please wait while we connect you to a customer service representative.
下午 03:27:39
System
Nina Nulud has joined this session!
下午 03:27:39
System
Connected with Nina Nulud
下午 03:27:39
Nina Nulud
Thank you for contacting Trend Micro Chat Support. Please wait while we check your problem description.
下午 03:28:34
harry harry
Thanks
下午 03:31:14
harry harry
Are you still here?
下午 03:32:51
harry harry
hellow
下午 03:32:56
harry harry
hellow
下午 03:33:05
harry harry
Are you still here?
下午 03:33:25
System
Nina Nulud has left this session!
下午 03:33:25
System
Welcome to TrendSecure Support Chat.
下午 03:33:30
System
https://esupport.trendmicro.com/support/consumer/hcmshome.do
下午 03:33:30
System
Please wait while we connect you to a customer service representative.
下午 03:33:30
System
Paulo Nicolas has joined this session!
下午 03:33:30
System
Connected with Paulo Nicolas
下午 03:35:10
Paulo Nicolas
Harry are you there?
下午 03:35:15
harry harry
yes
下午 03:36:40
Paulo Nicolas
What are the files you have submitted?
下午 03:36:56
harry harry
Virus
下午 03:37:13
harry harry
Case ID:0206077087
下午 03:38:15
Paulo Nicolas
Can you try to do an online scan now....
下午 03:38:38
Paulo Nicolas
sorry wrong window.
下午 03:39:11
Paulo Nicolas
yes that's fine
下午 03:39:25
Paulo Nicolas
Sorry wrong window. The last message was not intended for you.
下午 03:39:30
Paulo Nicolas
I am trying to see the case...
下午 03:39:36
harry harry
OK
下午 03:40:31
Paulo Nicolas
online scan
下午 03:40:38
harry harry
what?
下午 03:41:40
Paulo Nicolas
I really apologize but we are having some technical problems right now, that is why you were transferred to several techs and youget some messages not intended for you.
下午 03:42:16
harry harry
Oh.......
下午 03:42:41
Paulo Nicolas
But here's what I can do for you.
下午 03:43:16
Paulo Nicolas
Are you using a taiwanese version of PCcillin?
下午 03:43:24
harry harry
yes
下午 03:44:06
harry harry
Can you tell your Antivirus Engineers be quickly for this case?

下午 03:44:21
Paulo Nicolas
Ok. I will send an email to our point person so he can communicate with the antirust group regarding the status of the case.
下午 03:44:31
Paulo Nicolas
*antivirus
下午 03:45:05
Paulo Nicolas
Are you still infected by the virus?
下午 03:45:35
harry harry
No
下午 03:45:58
harry harry
I have some Virus TrendMicro can not find.
下午 03:45:58
Paulo Nicolas
Where did you get the file you have submitted?
下午 03:46:30
Paulo Nicolas
Can you al least give me an idea? what are those?
下午 03:46:31
harry harry
Taiwan forum
下午 03:47:01
Paulo Nicolas
did you get a sample of the file?
下午 03:47:20
harry harry
Yes
下午 03:47:52
harry harry
I have many Virus to submitted toTrendMicro
下午 03:48:10
Paulo Nicolas
Did you try contacting the Taiwanese support?
下午 03:48:41
harry harry
Taiwanese support is bad.
下午 03:50:08
harry harry
Can you tell the method that I contact Antivirus Engineers ?
下午 03:51:16
Paulo Nicolas
We apologize for the inconvenience. but they are back end people and only our premium customers (paid support services) have direct contacts to their account managers.
下午 03:52:09
harry harry
Oh..
下午 03:52:11
Paulo Nicolas
I will send them an email and will send you an email as well for their answers.
下午 03:52:41
Paulo Nicolas
I apologize but I cannot give you a definite time because it is beyond our support scope.
下午 03:52:59
harry harry
OK
下午 03:53:42
Paulo Nicolas
But I suppose that the viruses you have submitted have a corresponding pattern with Trend Micro already.
下午 03:53:51
Paulo Nicolas
since it was way back in February.
下午 03:54:38
harry harry
I do not think so
下午 03:55:35
harry harry
PC-cillin Virus examination rate is not good in Taiwan
下午 03:55:41
Paulo Nicolas
If you still have a copy of the file on a test machine. You can try to submit it with logs follow the steps on this site:
下午 03:56:12
Paulo Nicolas
http://esupport.trendmicro.com/support/viewxml.do?ContentID=EN-1032596&id=EN-1032596
下午 03:57:16
harry harry
But the viruses didn't go into action
下午 03:57:48
Paulo Nicolas
Do you have a test machine?
下午 03:57:54
harry harry
No
下午 03:58:38
Paulo Nicolas
So you haven't really tested if PCcillin can really remove the virus or not?
下午 03:59:01
Paulo Nicolas
It can be a local virus only for taiwanese version computers.
下午 03:59:04
harry harry
I use olinescan
下午 04:00:01
Paulo Nicolas
But the computer you are scanning, is it infected?
下午 04:00:01
harry harry
Our Taiwan has exclusively a forum of collecting the virus . I am to download whence . These Kaspersky can find,but PC-cillin still not
下午 04:01:00
Paulo Nicolas
oh... okay.
下午 04:01:40
harry harry
Kaspersky you know?
下午 04:01:53
Paulo Nicolas
As of the moment I can only offer such. I will send them an email.
下午 04:02:27
harry harry
OK
下午 04:02:52
Paulo Nicolas
Is there anything else I can help you with?
下午 04:03:28
harry harry
I hope TrendLabs can be quickly for next time I submit a virus
下午 04:04:23
Paulo Nicolas
We apologize for the inconvenience.
下午 04:04:23
Paulo Nicolas
Should you have any further concerns, please feel free to chat with us again.
下午 04:04:29
Paulo Nicolas
Thank you for chatting with us have a nice day!
下午 04:04:35
harry harry
Thanks
下午 04:04:50
harry harry
Bye
下午 04:05:19
System
The session has ended!

anyeye

都是什么跟什么啊，看不懂

harry_chang2003

應為是美國的服務
當然都是說英文

The EQs

喜歡新趨勢的logo。。。。。。。

tracydk

ME TOO

yzt1004

觉得客服的态度真的很不错
楼主的英文有一点……
要是Kaspersky有这样的服务我一定第一时间上去聊

harry_chang2003

剛剛看到紳博有人去聊過了

wcb46888

全是英文,看不懂啊.....我原來買的主板是臺灣造,附送軟件裏就有趨勢的殺軟,好像可以免費用一年..可是我沒用過..

The EQs

象華碩這樣的大哥級廠商一般都是附送PCC OEM版