Have you had good results with Trend Micro support?

I've been emailing and calling Trend Micro support for several days now
about an issue where the server's TM Client is failing to update it's
pattern definitions. All the client workstations update automatically, the
Exchange messaging agent updates automatically, but the TM Client on the
server fails to update either automatically or manually. A manual update
concludes with "Update Succeeded", but the pattern stays at the old version.

I'm on the phone again now, with someone who's English is pretty poor. He
asked me to wait while he read the correspondence and phone logs, then
proceeded to ask me questions clearly answered in the original service
request and again in each email and phone call.

I've received several solutions by phone and email, but they're always for
the wrong problem, not for the issue I'm having. I got a solution for when
the Exchange messaging agent fails to update, but I wrote that the messaging
agent IS updating. Then I got a solution for the server failing to retrieve
the updated pattern from TM, but I wrote that auto updates are working for
everything except the TM Client on the server. Email only gets answered
after 2 days, if at all.

Does anyone have any suggestions either for my current problem or how to get
through to knowledgeable TM support?

Thanks, Paul Shapiro


.

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