I am disappointed too.
There were good reviews about CIS, so redirected from a Windows page, I downloaded a 30 day trial version of Comodo Internet Security. The programme did not work well in my system, perhaps the installation had serious problems or I am not geek enough to set it up correctly, so I contacted the technical support through GeekBuddy.
When I told the technical service person about my problem, the first thing he said was that the company had an award and I had to pay by credit card to find out how to install it properly.
I told him that for unknown reasons, I could only get Internet communication through the Geekbuddy. Commodo Internet Security had blocked my browser access to the Internet and I couldn’t access the help site, as this clever programme does not have help files installed locally. The reply was that there was a money guarantee and I had to pay.
I thought it was a great way to welcome and help a potential new customer, on the very first day of having the programme installed. Expecting even a more generous reception in a near future, I decided to uninstalled and not test it anymore.
There are two issues here, one is your company policy regarding flashy claims of great and free support to later asking for payment upfront when testing a product. Second it is an issue of training, the technical support guy was not well trained to identify that a customer with a trial product which has installation problems should not be charged to have the product properly installed. O perhaps the script writers of the text appearing on his screen as he was replying to a support request did not think about it.
However, I would like you to know that people like me, who are not IT and security experts are not happy about your programme or technical service. It is more annoying because I had expended quite some time trying to figure out the problem and quite frustrating that there were not help files I could read, as I am accustomed to get the issues sorted out on my own , in spite of my lack of training.
Probably your target group is a very skilled and experienced customer with sophisticated knowledge about IT security that can solve most problems by themselves.
It is not good that you want to monitor the help area so much that you do not include a local help file.
Basically, as often happens, it better not to trust the products reviewed by IT media, they are so specialised, so much in their little world that they loss contact completely with the knowledge an average computer user.
I made spaces between the paragraphs for an easier read. Eric