Based upon the available information, the cause for the reported event was due to the customer not following instructions concerning the installation of anti-virus software; therefore, there is no indication that the reported event was related to product malfunction or defect
I beg to differ. I'd consider a momentary loss of file I/O due to lock contention causing a machine to require a reboot a shocking defect in - say - a word processor (which, notably, do not have this problem). That this risk is apparently known and the vendor's sole mitigation is to document a 'Don't do that then' is absolutely 100% an indication of a product defect, even in the absence of an actual occurrence.
Based upon the available information, the cause for the reported event was due to the customer not following instructions concerning the installation of anti-virus software; therefore, there is no indication that the reported event was related to product malfunction or defect
I beg to differ. I'd consider a momentary loss of file I/O due to lock contention causing a machine to require a reboot a shocking defect in - say - a word processor (which, notably, do not have this problem). That this risk is apparently known and the vendor's sole mitigation is to document a 'Don't do that then' is absolutely 100% an indication of a product defect, even in the absence of an actual occurrence.