Malware scan turns into a bad situation

Urthboundmisfit · 30 Jul 2014

Porthos said:

Am I missing something? Didnt Advanced setup offer anyone who needs help with this issue to post on the MBAM forums? How is that not helping?

Yes I do believe you are. It's true he/she did offer help @ MBAM forums however also took the opportunity to deliver several unneeded/uncalled for cheap shots at (among others):
1)user ThrashZone: "useless trashing posts that give no real help"
2)user thelastrider (OP whose comp was bricked): "not here to play Troll games or Flame Wars"..."If you actually need help with MBAM please open a topic on our forum
3) sevenforums Mods: "there should be a Moderator here to deal with that stuff"

YMMV.

Porthos · 30 Jul 2014

so to have some cross-pollination as it were between the forums can only be for everyone's benefit,

Having users getting help at more than forum using reply's from both will cause more damage every time.
"left hand not knowing what the right hand is doing"
Not forgetting wasting the valuable time of the helpers.

Seffrid · 30 Jul 2014

Porthos said:

so to have some cross-pollination as it were between the forums can only be for everyone's benefit,

Having users getting help at more than forum using reply's from both will cause more damage every time.
"left hand not knowing what the right hand is doing"
Not forgetting wasting the valuable time of the helpers.

I'm not advocating people getting help on the same issue from both forums, I appreciate the problems that can create. I'm supporting the principle of MBAM staff/volunteers putting in appearances here, and this forum's experts on MBAM putting in appearances on that forum. Both sides exchanging views and experiences rather than acting as a duplicate support service on individual cases.

We've already seen, for example, how beneficial that has been on the MBAM ver2 beta discussions on both forums.

thelastrider · 30 Jul 2014

AdvancedSetup said:

Sorry - not here to play Troll games or Flame Wars - there should be a Moderator here to deal with that stuff.

If you actually need help with MBAM please open a topic on our forum or contact the help desk and we'll be more than happy to assist you.

Thank you again

Look, I don't mean to be rude or insult anyone, but if you're not looking at the bigger picture than you should start now.

I'm not just the only person who uses Malwarebytes, but more than enough people. As I stated before, Malwarebytes isn't a popular protection and if you guys want your products to be well known then you should listen to what the people who use your product has to say and not get offended by it.

The thing that bugs me is that you guys expect your users to come straight to your forums if something happens with their device. But it's the opposite of what you are thinking. What normally happens is when someone's device breaks down. They either get help from a near by friend or a person that's in their town that knows a little about IT. Users normally don't want to waste time using forums because they've already used forums before and it normally takes a while for someone to reply to them. Even some people don't like calling a support by phone because they put their customers on hold which most people hate.

I mean, what I suggest to you guys is that for every update or patch you guys do, you should put a big red flashing headline up above and say something like "WARNING!!! This patch has not been tested on a customer machine yet so use at your own risk"

This way, users won't have to deal with untested patches that might lead to this kind of incident. I mean look. I'm not just the one who got affected by it. Someone said in the earlier pages of this topic that they have dealt with this kind of issue too by you guys. Here's the thing. It was a patch that was way before this recent failed one. How are you guys going to blame and scream at your customers for telling you guys that you guys are doing something wrong?

In conclusion, that will just drive your customers away because you seem to be unprofessional about handling the situation. Please note, I will be closing this topic because my issue has been solved by myself and I have already gotten the proper help.

Thanks everyone for trying to help.

JDobbsy1987 · 30 Jul 2014

I didn't get affected by this update but did by the one last year:

Statement - Malwarebytes Database Update Issue | Malwarebytes Unpacked

A Guy · 30 Jul 2014

thelastrider, Malwarebytes IS a popular program. Many of us here are users. We still are, even though the new version has it's issues. I'm disappointed that an apparent Malwarebytes representative came here not with info, or help, but name calling. This is a well respected forum, and we have recommended MBAM for years. Since people have issues, they should be addressed. I have seen many a locked thread at their forum when the posts don't please them. I consider myself a Malwarebytes fan, and a long time PAID user. It is disappointing. A Guy

DavidE · 30 Jul 2014

Well said Bill and I agree with you.
Can't rep you right now

I don't know what to make of the way MBAM is handling this latest incident.
I have MBAM real-time on all my home systems and will keep it that way for now.
I won't install or recommend MBAM paid for folks I help now.
Not only because of this incident, but the licensing cost change ...

AdvancedSetup · 31 Jul 2014

I'm sorry but the issue is that I can only respond to so many posts in a day. I visit multiple sites plus try to monitor hundreds of posts daily and when users posts stuff simply to complain and not ask for help what would you like me to answer with? We're trying to help users with actual problems or issues either with our program or with infections. How would you like it if you were the one having actual problems and you could not get help because the support staff spent half of their day replying to topics where users are complaining but not asking for help and when asked they refuse to provide logs or allow support to help them. We do hold beta testing often which is where those sort of complaints are discussed in detail.

The overall picture is there were less than 10 confirmed users affected by this false positive out of over 60 million users. We did not disregard or ignore those affected by it and have tried our best to assist anyone that was affected by it. We've also started working on further measures to prevent something like this from happening again. If we didn't care we would not come over here to this forum and try to help or provide information. I'm sorry if that is not good enough for you but again we are certainly trying our best to assist and please as many users as possible but it simply is not possible to please everyone.

For those of you that have been around a while you know for a fact that the Malwarebytes company has always tried to help everyone they can including those that have never paid for the program and many that probably never will purchase and we continue to offer a free program with no toolbars or other junk even though our behind the scenes costs for such is very high.

Just for the record once again - if you are having an issue either with our program or an infection and want help simply open a topic on our forum or help desk and we will do our best to assist you.

Thank you again.

Layback Bear · 31 Jul 2014

Thank you AdvancedSetup for you last post and explanation.

10 confirmed cases out of 60 million users is a excellent record.
I would also like to thank Malwarebytes for getting the problem fixed so quickly.
Like I have posted before; I will keep using Malwarebytes and recommending it to others.

I was one that decided to do beta testing and fully understood that anything beta is somewhat risky. When done 2 computers needed Repair and Install. They both still worked but didn't work correctly. I was not angry then or now because it was beta testing I volunteered to do knowing what might happen.

It's a shame this problem didn't raise it's ugly head during beta testing.

Happy computing.

Just a little note of information. A lot of people depend on this forum.

Seven Forum.
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skyred5 · 31 Jul 2014

AdvancedSetup said:

Unfortunately your posts are not helpful posts and providing actual one-on-one support is what most users like from us. I know if my computer was having issues I certainly wouldn't want to read through all the useless trashing posts that give no real help.

Thank you again...

You're using very strong words against those who help out on this forum on a daily basis.
"not helpful posts.. useless trashing posts...give no real help"

If you wouldn't want to read through forums, you should be expecting to pay for a service that provide one-to-one help. I felt that this forum is a platform for anyone who wants to perform self-help, before seeking(and paying) actual one-on-one support.

I don't see how this post of yours is of help to anyone too.