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GFI USA, Inc.

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Reviews GFI USA, Inc.

GFI USA, Inc. Reviews (1)

We signed up for GFI Cloud and the service failed multiple times causing technical issues.1. We signed up for GFI Cloud demo in mid May sometime and installed the client on 5-7 workstations and 2 servers. The install went well with little to no issues.2. June 2nd we contacted [redacted] and ordered 100 licenses of cloud with, monitoring, patch management, web protection and [redacted].3. Halfway through the install in our production environment we started experiencing install issues ([redacted] wouldn't install properly etc...)we noticed some workstations 10-15 a day would fail to communicate to GFI Cloud from 6:15am - 7:00am and the only way to make a communication would be torestart GFI Cloud service or reboot the devices. After tech support spent some time with us we tried uninstalling and reinstalling. For a couple days the devices workedas they should but would fail again (GFI Cloud service would fail at the same times) This was during the "checks" period.4. Support informed us that there is a "memory exhaustion" error and that other clients are experiencing the issues as well and to wait for a cloud update. Once the update happenedwe still experienced issues with failed services (GFI Cloud service) and more low virtual memory issues.At that point my customer ordered my company to stop using the service as it was causing network issues (computers running out of virtual memory) and require morning reboots. We un-installed the GFI Cloud from every device and installed [redacted] for USB device control, application control and anti-virus. Since then they have no issues and servers and workstations have been online for over 1 week without an issue. We also noticed that [redacted] did not pickup viruses sitting on our email gateway server. [redacted] cloud caught them after we installed SEP. Over 30 threats and these were not tracking cookies, they were [redacted] and various [redacted]. The patch management also failed numerous times to reprocess failed installs. The list can go on and on here but I have a business to run and having to spend extra time to debug gfi cloud would hurt my business. I recommended GFI Cloud to help simplify the IT process and that never happened, it only made it more difficult.We are asking for refund of the product that we don't own anyway. This is a cloud "service" and not a product that can just be installed. We don't have copies of the media as it is not an "on premise" solution. We would be ok with paying for the time we used the system (prorated). 30-60 days is acceptable to us but paying 2 years for a product that won't work for us is not feasible. Please help us out in anyway.Desired SettlementWe are willing to pay for 30 days but we stopped using the product on 7/14/14. They are asking us to pay $5670.00 for a 2 year term. I refuse to pay the net terms and we haven't used the "cloud" software. We don't own the media.Business Response We refer to the complaint filed(#[redacted]), wherein complainant was dissatisfied with GFI's product GFI Cloud, stopped using the product and subsequently requested a refund.GFI would like to clarify certain points that the complainant raises with regard to the customer service provided, the lack of resolution by GFI of the issues encountered and why a refund or part refund (as requested) was refused.GFI would like to state that from the outset that our customer service representatives made every attempt to resolve the issues encountered by the complainant. Our support logs show that regular follow-ups with the customer were made.The first issue was closed after support found issues with a faulty switch in the complainant's environment. The second case, which led to this complaint being filed, was escalated to a product specialist who repeatedly tried to work the case yet the complainant decided to terminate the service without exhausting all support avenues. The complainant refused to provide the necessary information, in the form of log files, to GFI support so that they could find the cause of the problem.Every time the complaints were escalated and support requested logging or dump files, the complainant refused to do so. This, therefore, made it impossible for GFI's support teams to narrow down the problem and resolve the matter to the client's satisfaction. The complainant simply gave up on the product at this stage. Without the log files, GFI has no way of knowing why the service was not working in his environment.As a result, the complainant terminated the service. This decision was not taken because the service was evidently bad or incompatible with their environment. The complainant could have provided the necessary information to GFI support - which information would have indicated where the problem lay - but was reluctant to do so.Therefore, since the termination of the service was not due to a proven issue on GFI's part but a personal choice made by complainant, there is no basis for a refund.Consumer Response We have enough information from logs that we collected showing the service failing. Regardless of what GFI says we have enough information and are prepared to go to court if needed. The logs show the service failing after replacing a faulty switch. The switch was not the issue after all and we put it back into production after switching to another service provider. We also have reports on GFI's website showing issues and other customer complaints. We will not pay for software that is faulty, buggy and requiring our support to diagnose faulty software. We have the logs and we have proof that we sent the logs to GFI support which never offered a real fix. GFI failed to fix the issues and after 30 days of failing software we asked to be released and refunded. They said no.

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Description: Computer Software Services

Address: 1005 Slater Road, Suite 300, Durham, North Carolina, United States, 27703

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