SystemWorks™ - Not for Me®!
Written: Mar 30 '01 (Updated Mar 30 '01)
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Product Rating:
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Pros: User friendly; a good suite of diagnostic and maintenance utlities
Cons: Compatibility issues and poor support from Symantec
The Bottom Line: Due to poor technical support and compatibility issues with newer Windows operating systems, I cannot recommend SystemWorks with a clear conscience. Good program suite - poor tech support.
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| pogomom's Full Review: Symantec Norton SystemWorks 2.0 Full Version for P... |
What should have been a happy event turned into a headache thanks to Symantec Corporation’s Norton SystemWorks™. Two days ago, after suffering the last straw regarding my ancient Gateway desktop system, I brought home a new computer. While the new Compaq® falls short of dream machine status, when compared to its predecessor the Presario™ wins hands down. Filling the remaining open bays and slots with my own drives and cards took very little time. Instantaneous recognition of the additional hardware and peripherals by Windows Me® prompted cheers, giggles and a few off-tune songs by yours truly. Nothing short of a hurricane could burst my happy bubble.
Well, dear reader, the winds they did come, the rains, the hail, and the fury! My depressed state arrived along with an innocent looking message box smack in the middle of my display. In ten-point Arial, the words sneered their angry point:
“NCDSTART.EXE
This program does not run correctly on this version of Windows. To continue, click Run Program. To Exit, click Cancel. For more information click Details.“
Being one of those annoying types that just has to know, I clicked Details; the following appeared before my tear-filled eyes:
“Important
Due to changes in Windows Millennium Edition, this version of Norton SystemWorks has known compatibility issues when installed on Windows Me. Symantec and Microsoft are working to resolve this issue; Symantec is currently working on a compatible version for Windows Me.
For more information, please contact Symantec Corporation using the below contact information.
For Product Information – Connect to the Symantec Web Site
For Technical Assistance – Connect to the Symantec Service and Support Site
For Customer Service – Call (800) 441-7234 or (541) 334-6054”
A visit to the web site gave me the first inkling of what was to come. The kind folks at Symantec offer a simple table listing of their consumer products along with information and links to explanations about the compatibility issues with the various operating systems. Most software created prior to their latest 2001 offerings will not run on Windows Me® or Windows 2000™. A few of the earlier 2001 releases require a patch (in some cases a ‘not yet available’ patch) to function in the Me® environment. Almost all 2000 products (SystemWorks 2000 3.0 Standard, Norton Anti-Virus 2000, etc.) have known compatibility issues and no repair or patch available. For a complete listing of Symantec products with compatibility issues go to:
http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/DOCID/2000011107215039
For those unfamiliar with Symantec® products, the Norton SystemWorks™ suite consists of:
Norton AntiVirus™ - touted as the world's leading anti-virus software
Norton Utilities™ - optimizes PC's performance and solves problems
Norton CleanSweep™ - removes unneeded programs and files
Norton Web Services™ - powered by ZDNet Updates
Symantec Web Partners - offers convenient online services.
Symantec Security Check™ - assesses your vulnerability on the Internet
Greedy Little Buggers!
I have no argument with large corporations wanting to make a buck. I believe in our system of free enterprise. I simply draw the line at paying twice in one year for a program suite that should suffice at least until its first birthday under my ownership.
In the wee small hours of the morning, I picked up my trusty Bell South™ 900 MHz cordless phone and headed for the bathroom to avoid disturbing the other souls under my roof. After dialing the 800-number supplied by that insidious pop-up error message, I learned Symantec does not offer twenty-four hour technical support by telephone. Resigned to waiting for morning to get the matter resolved, I spent the rest of the night installing programs, applications and enjoying the speed of my new, powerful processor. My Start Menu now consists of three columns of shortcuts to scores of programs (both old and new) – none of which caused migraines due to compatibility issues with my new operating system.
Love is Never Having to say You’re Sorry
Having gotten my second wind somewhere in the neighborhood of three in the morning, I was ready to hit redial at the appointed hour. Wisely choosing to punch the “O” button when prompted for my choice of technical support topics, Symantec’s support person picked up my call within seconds. Normally this sort of rapid response brightens my mood and serves as a good omen. Do not be fooled, my friends! Symantec can afford to be prompt since they offer no real assistance at the other end of the line.
The gentleman I spoke with was in no way sympathetic to my plight. I methodically stated the facts, which were met with a serious of “uh huh” responses. Upon completion of my part of our dialogue, the unsupportive representative explained there were no patches, upgrades or updates to any of the “2000” or earlier product lines. First releases of the “2001” programs either had patches available or the manufacturer was in the process of creating updates that would be available in the near future. Those of us with products offered for sale in the year 2000 are simply out of luck.
Then came the zinger. Symantec does want to keep its loyal customers and so is offering the Windows Me® and Windows 2000® compatible versions at a discounted rate. I perked up a bit until discovering the discounted rate was exactly what I initially paid for the program, via their web site. My protests met with a comment that made my blood boil. The representative informed me that there was no way I could purchase the SystemWorks™ suite at less than their manufacturer’s suggested retail price at a brick and mortar establishment. The discounted price was a good deal and I should take advantage of the situation while it was still available, according to the telephone technician.
Our conversation ended cordially though curtly with my frustration level rising at a rapid pace. I will most likely take a few days to “fall back and regroup” before punching in that toll-free number. Next time, I will ask to speak with a supervisor and make it known that I find their business practices shoddy at best.
I am a loyal customer, having used Norton Anti-Virus™, WinFax Pro™ and CleanSweep™ along with a number of other Symantec applications for years. Even when my new computers arrive with MacAffee™ installed, I choose to pay for what I once considered the superior application. I think it is time for me to take a closer look at the competition and let my loyalty rest in peace.
The Good, the Bad and the Ugly
For those who purchased Symantec software within the last ninety days, there is good news. The company will replace your incompatible software with the newest release. For the rest of us, we can plan on digging into our wallets for the utilities we have come to rely upon.
In truth, had my experience been different, this review would not exist. If during the process of personalizing my new computer I ran into a number of compatibility issues, I would have taken it in stride. Possibly, I might have chosen to remove Windows Me® and install the Windows 98 SE® operating system just to keep the utility of those old familiar programs. I would consider it the price of progress and stay back in the dark ages with those that served me well over time.
That is not the case; this is one individual issue with one particular software provider’s products. I almost feel as if I am losing an old pal as I find the Symantec web site (http://www.symantec.com) holds a wealth of valuable information regarding virus activity and other security issues. Symantec can trust that I will return to their site to gain knowledge. They can also trust that they will not see any more dollars from this disappointed consumer. For my anti-virus, diagnostic and other utilitarian needs, I am sure to find a great deal on comparable products residing somewhere out there on the web. Should I require a good fleecing, I will visit Fantastic Sam’s. For those keeping a running tally, the closing score is: The Competition – Ten! Symantec – one big Zero.
Recommended:
No
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pogomom
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About Me:
Web/puter person who, disguised as mild-mannered Pogomom, offers unsolicited opinions to all she encounters.
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