Lost days from NOD32 license after renewing

[betaspin]

A couple of days ago I updated my NOD32 license which was about to expire using the serial number from a boxed version I had purchased separately. However, in contrast to what I was expecting, some but not all remaining days on the existing license were added to the new one automatically, after inserting the new username and password in the registration details on my existing installation.

I contacted customer support (I am based in the UK) with a request to have all remaining days from the old license added to the new one, and received the following answer which I am inclined to consider as unhelpful:

Good morning

Thank you for your email

As this is a different licence your previous time on your licence cannot be carried across to a completely different licence

We are unable to add the previous days on to your new licence

Kind regards

<name deleted>

I wonder if there is anything else that I can do, as I believe that I am entitled to all days from my previous license, as I have paid for these. On the other hand, if the ESET policy is to proceed as advised by customer support, I would like to have an option to switch off the renewal nag screens completely, at least until the existing license has expired. While it may seem petty to argue over several days of a remaining license period, I see it as a matter of principle and a sign of how a company treats its customers.

[acooldozen]

I'm with you and the constant early renewal nag screen. I lost 14 days after renewing early via Renewal page on Eset website> Not conducive to good business practice. I will not be renewing Jan/2013. Will be using Webroot SecureAnywhere Essentials!

[manak]

Wow... It's really bad!! ESET must address this issue. Other vendors (ex: symantec norton) had same issue but they could add the previous days on to new license. (Of course, they have to do!)

[webyourbusiness]

should have bought from a reseller who would have fixed it for you!

[betaspin]

Originally Posted by webyourbusiness

should have bought from a reseller who would have fixed it for you!

Any specific recommended resellers? And then, what is wrong with buying the boxed version from Amazon, as I did?

Surprised by the absence of any comments from ESET so far---is this such a complicated case, or they simply do not care?

[wolliballa]

What is wrong? Renewing typically is more expensive than a new boxed version. Renewal of your old license would have exactly done what you expected. At least here in Europe, renewal can be done online via generic resellers page, e.g. eset.de
Good luck next time..............

[betaspin]

Originally Posted by wolliballa

Renewing typically is more expensive than a new boxed version. Renewal of your old license would have exactly done what you expected.

While renewing can indeed, be more expensive than buying a new boxed version, there is no reason for these two ways of ensuring continuous use of NOD32 to be treated differently: In each case one is getting exactly the same, a license for one additional year. I am not sure that renewing my old license would have achieved a different effect, as it appears that one would still get a new username and password.

[zfactor]

thats why wait till the last day of the previous lic to renew or enter a new lic into the program. at least thats what i do.

[manak]

Poor and Bad business practices. This kind of activation issue is not new. As already mentioned case about Symantec norton product.
If you contact Symantec customer support or use live chat support, they simply add the previous license remaining days on to new license.
Kaspersky provides reserved activation code function for manage license. Avast? they emailed new license with the correct expiry date.
What is ESET doing? customer just lost remaining days!? ESET is a reputable security vendor. I hope that ESET address this issue.

[Marcos]

I don't think this should be a problem. A license renewal can be purchased 30 days before a license expiration and the new license becomes valid for 1 or 2 years as of the day of the expiration of the previous license. Please PM me the former and the new username so that I can check it out.

[betaspin]

Originally Posted by Marcos

Please PM me the former and the new username so that I can check it out.

Thanks, Marcos. I guess that I do not have a sufficient number of posts to send a PM, as I am getting a "The private messaging system is currently unavailable" message. Is there any other way in which I could send you the usernames? Edit: I can now access the PM system, PM sent.

[Marcos]

Originally Posted by betaspin

Thanks, Marcos. I guess that I do not have a sufficient number of posts to send a PM, as I am getting a "The private messaging system is currently unavailable" message. Is there any other way in which I could send you the usernames?

I've got your PM and will check out your licenses shortly.

[alant56]

Hi Betaspin - The way this works is quite simple. If you "renew" an existing license correctly up to 30 days prior to expiry, it cross references, recognises the license username & password and automatically takes that existing license and extends it from the expiry date for whichever period you have purchased (1Yr/2Yr/3Yr). The username & password remain the same.

By purchasing a "new" license however, particularly Boxed Product, there is obviously no username & password to cross reference against as it is a "new" unregistered license. Retail Boxed Product for ESET products is from time to time and for fixed periods, discounted under a promotion to attract "new" customers via Amazon etc. You do need to enter a new username & password if you are using Boxed Product/Serial number rather than "renewing", which run's from date of registration. Otherwise existing customers do get a discounted "renewal" if using the correct method as the "renewal" price is considerably less than the "new" RRP.

Having saved a considerable amount of money by purchasing a "new" Boxed Product rather than "renewing" by the correct method, if the few days are that important, send me a private message with the old username & password and the new ones and I will extend your "new" license accordingly, even though ESET have done nothing wrong here.

Originally Posted by betaspin

A couple of days ago I updated my NOD32 license which was about to expire using the serial number from a boxed version I had purchased separately. However, in contrast to what I was expecting, some but not all remaining days on the existing license were added to the new one automatically, after inserting the new username and password in the registration details on my existing installation.

I contacted customer support (I am based in the UK) with a request to have all remaining days from the old license added to the new one, and received the following answer which I am inclined to consider as unhelpful:



I wonder if there is anything else that I can do, as I believe that I am entitled to all days from my previous license, as I have paid for these. On the other hand, if the ESET policy is to proceed as advised by customer support, I would like to have an option to switch off the renewal nag screens completely, at least until the existing license has expired. While it may seem petty to argue over several days of a remaining license period, I see it as a matter of principle and a sign of how a company treats its customers.

[Marcos]

Alant56 has explained it well. We strongly advise to purchase a renewal which are usually much cheaper than new licenses and will ensure that you don't loose a single day if you renew before a license expiry. If somebody else is having the same issue, please PM me your previous and current license details.

[betaspin]

alant56 & Marcos, thanks for the detailed explanations. alant56, I will PM you the previous and current license details, which Marcos already has, in the next few minutes.

I think that I am completely entitled to buy a boxed product for a lower price, if available, and to retain use of the complete period of my paid-for previous license. I was expecting that on entering the new username and password in my existing installation, NOD32 would report both the old and new usernames to the ESET servers and any adjustment due would be taken care of automatically. In case this would not happen, I would have expected ESET customer support to make the correction on request but the person who replied to my e-mail declined to do so.

Now that I completely understand ESET's renewal policy, I will never use a boxed product again before the complete expiry of an existing license, even if this means putting up with the renewal nag pop-ups for two weeks (in my case, on 3 computers, so at least 42 pop-ups).

[acooldozen]

Originally Posted by zfactor

thats why wait till the last day of the previous lic to renew or enter a new lic into the program. at least thats what i do.

Then why the two week NAG Period

[manak]

It's good to hear Marcos(Eset Moderator) helps betaspin case and address issue. but Marcos, you should know that many people purchased retail box version at retail store because there are so many chances they entitle to buy a boxed products for a low price. It is MUCH cheaper than renewal. (Kaspersky, Bitdefender, Panda, Webroot, McAfee, Norton, G-Data..etc and 'ESET' too)

As already mentioned many security vendors have same issues because people buy retail box version for lowest price for a renewal purpose.
Big difference is that first line customer service here.

I'm shocked ESET customer support team(UK?). They simply are not going to do anything this because it's completely different license. They had to ask customer's old license info and made adjustment what other vendors customer support team are doing. It's really bad for average customer who purchased ESET product(retail box version) because they are going to simply give up.

betaspin, I know that none of security vendors take care of this issue server level automatically. (If I'm wrong please let me know) Maybe too much cost for company? Anyway, Kaspersky is well handling this and Symantec(Norton), Avast are good too. (they check old license info and usually add 30 days in this case)

1. ESET must add additional text info about this issue to first time 14 days renewal nag screen.
2. ESET would provide option to switch off the renewal nag screens completely. Anyway ESET tray icon turn yellow when it's within 14 days of expiration.
3. Think about user convenience and your valuable customer.

[betaspin]

So far, I have not heard back from alant56 and Marcos, and my new license has not been extended with the remaining days from the previous one---hopefully, this will take place overnight, or sometime within the next several days. I will report back once this happens.

Prior to NOD32, I was using Avira. With Avira, I was extending the license not by renewing, but by purchasing a new license from one of their online promotions. The insertion of the new serial number in the program was always resulting in an extension including the remaining period of the current license. I was not happy with a certain aspect of the work of the Avira web protection module, hence the switch to NOD32.

An option to switch off the renewal nag pop-ups would, indeed, be much welcome, especially for people with multi-computer licenses. Would it not suffice to send a couple of e-mail reminders instead?

[betaspin]

So far, I have not heard back from alant56 and Marcos, and my new license has not been extended with the remaining days from the previous one---hopefully, this will take place overnight, or sometime within the next several days. I will report back once this happens.

No change in the license expiration date overnight... I am beginning to doubt that ESET will do anything.

[Janus]

Originally Posted by betaspin

No change in the license expiration date overnight... I am beginning to doubt that ESET will do anything.

Hello betaspin
I think that I can remember that changed in license terms can take about 24 - 48 hours to verify and process, so hang in there...

Cheers, Janus

[Marcos]

Originally Posted by betaspin

No change in the license expiration date overnight... I am beginning to doubt that ESET will do anything.

The information about license expiration is updated twice a day on the expiration servers so sometimes it takes a while for the information to get updated in the product. However, it looks like alant56 hasn't read your message yet so I'm gonna send him a reminder.

[alant56]

Hi Betaspin

I have been waiting for the relevant license details you said you were going to PM to me as per your post yesterday ? As I haven't received them, I haven't been able to update the license yet ?

Regards

Alan

Originally Posted by betaspin

No change in the license expiration date overnight... I am beginning to doubt that ESET will do anything.

[betaspin]

Originally Posted by alant56

Hi Betaspin

I have been waiting for the relevant license details you said you were going to PM to me as per your post yesterday ? As I haven't received them, I haven't been able to update the license yet ?

Regards

Alan

Hi alant56,

I PM'ed you the details yesterday, at 11:27 am. Could you please have a look at your Private Messages on this forum?

Cheers,
betaspin

[alant56]

Hi Betaspin

Apologies - missed the PM - I was for some reason waiting on an email and hadn't checked back :-) Will deal now but may take 24 hours to kick in.

Regards

Alan

Originally Posted by betaspin

Hi alant56,

I PM'ed you the details yesterday, at 11:27 am. Could you please have a look at your Private Messages on this forum?

Cheers,
betaspin

[acooldozen]

Originally Posted by Janus

Hello betaspin
I think that I can remember that changed in license terms can take about 24 - 48 hours to verify and process, so hang in there...

Cheers, Janus

I've been waiting the best part of a year.