05-06-2010 04:06 PM - last edited on 05-06-2010 10:53 PM by TomV
In any of these cases Norton offers a fast and simple way to dispute our detection or categorization of a file. Simply go to: https://submit.symantec.com/dispute/ to enter your dispute. The forms are monitored 24 hours a day so that Norton can immediately begin to research and correct any issue.
I have some issues which although raised in the past have never been responded to.
Some of the forms are clearly marked "!The software vendor making the claim must complete the form before Symantec will begin a review"
If you are asking users to complete for example a Security Risk Dispute Submission or False Positive Submission it seems to me that the form prohibits such reporting unless the user is the owner/vendor.
Even though the form says "I am the vendor of the potentionally mis-identified software yes/no, the preamble is clear.
Moreover the form requires information as mandatory that may not be possible for example Company Name. Not all users have a company.
I have completed this form (as best I can) in the past and never had any feedback one way or the other.
I think some general clarification will help others... I am probably a lost cause.
<<Edit: Subject edited as a result of moving the message to a thread of its own. Included link to the thread that is reffered.>>
05-07-2010 11:47 AM
Thanks for bringing this issue to our attention. I have forwarded your comments to the team that maintains our False Positive submission site. In the meanwhile, I think you did the right thing by trying to fill the form out as best you could. We look at all the submissions to this site, and any information you provide can help us better determine the root cause of the issue.
05-07-2010 01:52 PM
Most of our submission actually come from software vendors, so I suppose the form has evolved to cater more to them than user submissions. Fair comment that we need to make it friendlier to one and all.
We make thing mandatory because we need the information to resolve the issue as quickly as possible. A lot of valuable time can be lost in a back and forth trying to get the information we need. We’ve tried just explaining how important it is. That doesn’t seem to work. That said, people find a way to submit without the mandatory information. I take from your post that you did. So it’s really not that mandatory. We understand you may not know something, don’t let that stop you from submitting.
Whether you are the vendor or not you should receive acknowledgement of a submission. If you haven’t that’s an error on our part. You should receive an immediate acknowledgement of the submission with a tracking number. If you have any of those send them to me and I will run down what happened. If you didn’t even get that much of an acknowledgement check your junk email folder. The system is automated and this would be the first time I’ve head of an issue. But we’ll double check on our end.
We are currently working on a redesign of the page. Your comments are well timed and we will try to work out the issues you raised as part of improving the page.
05-08-2010 11:31 AM
Whether you are the vendor or not you should receive acknowledgement of a submission. If you haven’t that’s an error on our part. You should receive an immediate acknowledgement of the submission with a tracking number. .
With respect here is the email as received save only that I have blanked my email address. Can you spot the tracking number?
From: SecurityResponseSubmissions@symantec.comSubject: False Positive Submission Confirmation