False alert submission

Hello dear ESET representatives, I have a little problem with false positive file submission.
I have been trying to sumit a file since the end of August , now I have just received an e-mail from an ESET Customer Care Representative with an advice to adress my issue here.

I followed all the instructions provided here: http://kb.eset.com/esetkb/index?page=content&id=SOLN141 and even CC'd to esetsamples(at)gmail.com and send it from several e-mails, keeping in mind that it will boost my chances to be noticed =)

Previously I did not face such a problem, when submitting a file samples. Please do resolve my issue - virus problem harms our reputation =(

The case number is "358610 - False alert by your antivirus"

Looking forward for your reply.
Best regards,
Alex

 

Actually we're been waiting weeks for a response:

The reason of detection that file is:
* file has configuration in overlayed data in encrypted form
* file has no version info nor any strings about vendor nor urls pointed to official web page
* url looks like partnership/advertising reference (hxxp://release.pivim.com/service/install_stat.php...)
* the file downloaded from the url contains error message ("error or not inserted:")
* many AV vendors still detect it as malware

The question is: why don't you put an url to your product for direct downloading or even to your downloader for indirect downloading on your www?

Placing unknown downloaders on strange web sites will aways cause suspicion.

Due to these reasons we will keep this detection. We don't detect your official products.

 

Marcos,yesterday me try to install Prevx and scan it and it found that my window file "svchost.eve" is a cloak threat and i submit that file to eset to analysis and after 2 days still no reply...I did it with "right click,advanced option and submit file to analysis"However i didnt think that file got infected.....

 

Please read these[ instructions for submitting files for perusal. Do not forget to include as much information about the file as possible (e.g. the url you downloaded it from, the file you ran before you spotted weird system behavior, etc.).

 

If i just attach that file and not zip it could it work?Now gmail not allow me to send that file...what can i do?