Driver Support Review – Customer Service

Driver Support Review is mixed.  The product / service is a good offering but there are some areas of concern that you need to be aware of if you use this producrt.

Functionality – the product does not work with a number of software virus / malware checkers. For example. the service will NOT run with Malwarebytes without modifications to the the exclusion file which is understandable.  However the issue is that Driver Support (DS)  does not give you any help on the files that need to be put in the exclusion file.  In addition, to get this to work it took several phone calls to their customer service group.  It did not help that the CS staff is located in Jamaica and their English skills are poor at best.

Registration key issues – We purchased the premium version of the product which was to allow us to register up to 5 PCs.  When we tried to register the 4th PC, the program told us that we had exceeded the number of machines that could be registered.

We went to the customer portal.  It showed that we had 3 PC installed and that we had one registration left to use.  3 plus 1 does not equal 5.  Also there is no way for the user to delete a machine.

Now the really interesting process follows.  We tried to contact the company and got ah email message that the “Office was closed”.  We sent several email over the next few days and go NO response.  We finally called them when they said their office was open.  The first two people we talked to have very poor English and we were disconnected in the transfer process.  Finally we got to the CS technicain in our 4th call.  There was an ECHO on the line on all of the phone calls.

We explained the issue to the person and were told they had to route the problem to their engineers who were in the US and it would take 24 hours for them to get back to me.

We cannot in good judgement recommend this product eventhough the driver update service they offer is excellent.

See also:

• IT Service Management Tool
• Top 10 CIO Issues

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