User name and password not recognized

Earlier today I renewed my license for one year. However, the user name and password sent me via electronic mail fail to work: the utility will not update and the download page on the Web site refuses to recognize the user name and password.

Sending a help request via the provided on-line form produced no response apart from my subsequently receiving e-mail messages with the same bogus user name and password. I've made numerous attempts to get the utility to update and to download the new version, using two different browsers, but to no avail.

I tried "fixing" the utility via the Add or Remove Programs function, but that doesn't work, either: I'm told a needed file cannot be found. So I've uninstalled the utility and am presently without virus protection.

Have I, in effect, flushed my money down the toilet? I'm at an impasse here. Your helpful advice would be greatly appreciated. Thank you.



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Couldn't it be that you renewed your license when it was already expired? If you received the same username and password after purchasing the renewal, it may take up to 24 hours for the license to start working. That's also why users are notified about license expiration several days before expiration. If that's the case, I can send you a temporary license as an interim solution.

 

Yes, Marcos, my license had already expired. But now I need to download the utility itself, as I've already uninstalled it after all those futile efforts at getting the update function to work. If you can help me get this whole thing going again, I'd be grateful. Thank you!



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I take it from the silence, then, that I just tossed the better part of $30US out the window. If you offer help and I accept your offer, it's considered standard practice to then be forthcoming with the promised help. Yes?



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Hello Flyvapnet,

I have sent you a PM.

Thank you,
Richard

 

Do you still have a copy of the Beta RC version? If you do just install for the time being!

EDIT: I see that richard is going to look after you!

TH

 

Thank you, Rmuffler and Triple Helix, for your advice and help.

No, unfortunately, I haven't any NOD32 self-installing executable files on my local machine. Several months ago I deleted all such baggage in an attempt to make more room on my hard drive, but I can see that wasn't very wise.

I've replied to that private message and await further developments. We shall see.



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It's been several days and I've yet to hear from anyone at ESET. They've not contacted me via either electronic mail or telephone. I assume, therefore, that they don't need my business; but I do want my money back from them as I paid for a one-year license which doesn't work.

How do I get a refund of the money I paid them for that one-year license? Filling out a support request produced no response when I was asking for help with the non-working log-in data they'd provided with the license, so I doubt any response would be forthcoming were I to ask for my money back.

One thing's for certain: I won't be using ESET products in future. Your advice on how to proceed in getting a refund would be greatly appreciated. Thank you!



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No idea, but since you renewed, shouldn't you just be using your old license?

 

The problem, elapsed, began when the utility wouldn't automatically or manually update after renewal of the license. ESET had sent me new log-in data which didn't work. The old log-in data wouldn't work, either. I sent a support request, which wasn't acted upon nor answered.

So I came here looking for help; and although help was offered, ESET itself never responded. In the event, I just want my money back and I no longer trust ESET.



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This isn't really the best place for account problems, so sorry I can't be of more use. But if it was me I'd be sending emails until they damn answered. You paid for it, you need to get what you paid for. Unforutnately it might be a matter of being forwarded to your countries local support which may not be of much use... depends where you stay.

 

Please PM me your username so that I can check your license. If there's a problem with it, it will be extended adequately.

 

I've received an electronic-mail message from ESET containing instructions on how to proceed. Subsequently, I've installed ESET NOD32 Antivirus 4 successfully.

So it's up and running; and I am both pleased and relieved! I thank all of you for your advice and help during this ordeal. Happy endings are good things!



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Thank you for the update and I am glad that we could resolve this for you.

Richard