Experience with ESET support

Hello,


we still have a problem with NOD32 which sometimes slows down network performance on special occasions (problem is basically described here:https://www.wilderssecurity.com/showthread.php?t=265187).

I opened a support case in february this year. After 4 weeks without any other reaction than sending me a "we have received your support request and will work on it as soon as possibel" I got some requests for more data. This took the rest of march, april and may (with some time between the answers of eset). Since I sent the last data in May - nothing happend. I did send some mails to ask for a solution, but no answer.

A few days ago I got a mail because our license ends in august - guess what I am thinking about...

Any others here with similar experiences?

Rolando


[Notice: I am in Germany, not in the US]

 

You are not talking about DATSEC, aren't you ? Because, then you are not talking about ESET.
If you talk about Datsec, it's not a wonder, Datsec is juice shop

 

well, I went to their german website eset.de and sent a support request.
Is this the way to contact ESET?

The mails I receive are signed by
"ESET Support Team
DATSEC(R) Data Security e.K.",

so you are right. But what else can I do?

 

I have always found uk support of eset very good. They answer the phone quick and are always very helpful...

The German number for support is

Technik und Support

Tel:+49 (0) 3641 / 31 14 - 150 (Mo - Fr 9 - 17 Uhr)

uk based support is

+44 (0845) 838 0832

 

So, thats what i thought. It's always the same with this german support. There are different things you can do, wait here for help of for example Marcos or aryeh, or inform ESET US. that the german are not interested it helping you, or, ask at Rokop, maybe there someone who ca. and will help you.

But, i would at first inform ESET HQ that the german support Team is sleeping very good and deep.

 

But how do I do that? My slovakian isn't that good...

How would you contact EST HQ?

Rolando

 

Mine too, that why i contact them in english. The PM on this is out of order at the moment, so the only possebilty is, send me an Mail so i will give you an Contact Adress at ESET HQ.

 

My experience has been quite different than yours. However the one serious problem I had was solved very professionally. Although the thread is 5 mos old, read it here:

https://www.wilderssecurity.com/showthread.php?t=266029

 

The real problem is the german support Team, not ESET itself. The US Team is great fine, but wehe wehe, if you need the german support.

 

Support should not be a issue from a vendor based on geography.

 

Exactly, but you always hear that the German support is very poor and mostly pokes in the fog. If there shall respond.

 

Hello Rolando57,

I have sent you a Personal Message.

Thank you,
Richard

 

Hello,

The email address for ESET's technical support department in Slovakia is support@eset.sk. Sending them a message in either the English, Slovak or Czech will, no doubt, result in a prompt reply. A message in the German language could take a little longer.

Regards,

Aryeh Goretsky

 

Hello Richard, I sent you a PM too.

Did you get any information on the status?

Thanks

 

~Off topic comments removed.~

I have yet to find a company that can both things right (product and support) even 90% of the time. There will always be failures/mistakes/missed calls etc. But it depends on how they deal with those problems that can make a difference. Good luck.