A Few reasons why Mr. Stiennon is wrong

Mr. Richard Stiennon has a recent post on ZDNet titled “Customer Support Issues will Kill OneCare”.

In my opinion, I disagree. Here is why.

If Customer Support Issues are the main cause of concern, every big company from Walmart to Ford would have perished in a couple of months of opening. Forget them, talk about Best Buy and Circuit City, have you ever tried to buy a computer from them ? They are the ones who read off the script.

It’s like walking into a showroom and talking to the salesman about the car that was released yesterday. Of course they are not going to know anything. It takes time for the knowledge to trickle down. How and why do you expect Microsoft to be different ?

I have been using OneCare for a few months now. I also run a competetor’s Anti Virus suite and have had a stable platform to compare a very vastly used Anti Virus solution and OneCare..

First off, OneCare is a complete package, it could be and is not as good as many individual products that do the same thing, but it is a start. Forgetting the fact that it was made by Microsoft, take a look at it and you would understand that it gives you control of the essentials. There is much more that needs to be added to OneCare, but I do not have a problem with what it is right now.

Secondly, its Microsoft’s licensing policy that will sell this product. Every Beta Tester myself included got an email from MS giving us “special pricing”. But the icing on the cake was the fact that I could use 1 license to install the product on up to three machines. Personally, I would not mind spending 50 bucks and “protecting” three machines, than get 3 copies of another product, fill out the rebate forms and wait for 6-8 weeks to get something for free. Besides, in this day and age, if you really thought that an AntiVirus / Spyware solution will guard you a 100%, you need to wake up.

In the long run, MS will add more features, besides who knows Windows / Vista better than MS ?

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  • The secret to good customer care is to have a product that just works. That way, when a customer calls with a problem 99 times out of 100 you can step through a simple menu to get them fixed up.

    1. Is your widget plugged in?
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    .
    .

    But in the the case of Windoze the problems are VERY hard to diagnose.

    1. OK, you say your system freezes?

    See what I mean? You are a Windoze developer. You may be perfectly happy with OneCare. You probably don't even need it.
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