Expected turn around time for Support Tickets?

Until now, we have been happy customers of ESET for the past 2 years (we are coming up on renewal).

Last week, one of our computers had a drive failure and we decided to upgrade from Windows XP 64 bit to Vista. In doing so, we had to reinstall the nod32 software - but our username/password is not working.

I opened a ticket on 12/12/2007 at 10:27 MST asking for help giving as much detail as possible.

We received an auto-response immediately.

Then nothing.

So I replied back asking for an update.

No reponse.

2 days go by, I ask again - this time cc'ing suport@eset.com

Since we are up for renewal (and I even mentioned that in the second request for update) I find it hard to believe that we are not getting a response at all.

Is this standard ESET support service? I am having a hard time placing the security of my company in the hands of a company that will not even answer their own trouble tickets.

our ticket: ESET New Case Customer Notification - 68140 - can't use license


Thanks

 

I used support@eset.com ;-)

 

Use the telephone:
http://www.eset.com/company/contact.php