Regarding the: Statement From ESET

Discussion in 'ESET NOD32 Antivirus' started by lgamtech, May 23, 2008.

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  1. lgamtech

    lgamtech Registered Member

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    We have over 50 computers and laptops protected by NOD32, as well as several home networks privately registered. Yesterday, many of these computers sucked up hours of our time due to the bad signature update.

    Yet, as far as we can tell, there were no email alerts sent by ESET regarding this. No prominent announcements on the eset.com website. Just a mea culpa posted half a day later on the message board.

    This minimalist approach to notifying customers of a problem is an abdication of responsibility and simply poor decision making. Mistakes happen. We live in the real world and we see them all the time. GOOD customer support means standing up, letting people know that you made a mistake and OVERCOMMUNICATING a response.

    We shouldn't have to hunt through the message boards to find a cure to repair our computers. It should have been mass emailed to all registered users as soon as you knew there was a problem--even if it didn't impact everyone. And it should have been front and center on your website.

    As a business owner, you absolutely don't want customers --like me-- wondering whether or not we should reconsider using your products come next renewal.
     
    lgamtech, May 23, 2008
    #1
  2. guest

    guest Guest

    ESET doesn't have customer support. Only sales support.
     
    guest, May 23, 2008
    #2
  3. Thankful

    Thankful Savings Monitor

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    Thankful, May 23, 2008
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  4. steveshank

    steveshank Registered Member

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    Why? I emailed support yesterday morning when struck with this and still haven't heard back. Fortunately, I figured out that stopping the services and uninstalling, then re-installing worked.

    It gave me a false positive on my customer remote support program, remhelp from Gidsoftware (www.gidsoftware.com) Perhaps because they don't have support they don't want anyone else to either.
     
    steveshank, May 23, 2008
    #4
  5. webyourbusiness

    webyourbusiness Registered Member

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    I am sure support is swamped - we are not getting responses from regular license type issues either...
     
    webyourbusiness, May 23, 2008
    #5
  6. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    A message was posted in the Support News section of the web site, which is where information about updates, new releases, beta test versions, support staffing for holidays and so forth is normally released.

    Regards,

    Aryeh Goretsky
     
    agoretsky, May 23, 2008
    #6
  7. Don johnson

    Don johnson Registered Member

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    Don johnson, May 23, 2008
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  8. lgamtech

    lgamtech Registered Member

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    <sigh> Yes, you can find it if you look for it. But given the impact of this bad signature file, it should have been front and center on ESET's website and PROMINENT on the support page.
     
    lgamtech, May 23, 2008
    #8
  9. tebbens

    tebbens Registered Member

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    ESET Signature Update 3119

    Dear ESET,

    What steps, if any, have you taken to make sure this never happens again ??
    Can you please reassure myself and thousands of your other customers that this will never happen again ??

    Matthew
     
    tebbens, May 24, 2008
    #9
  10. Thankful

    Thankful Savings Monitor

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    Thankful, May 24, 2008
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  11. tebbens

    tebbens Registered Member

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    Re: ESET Signature Update 3119

    I've seen it.
    Its says NOTHING about what steps ESET has taken to assure its customers this will never happen again.

    I can only assume ESET CANNOT REASSURE its customers this will never happen again.
     
    tebbens, May 24, 2008
    #11
  12. wrathchild

    wrathchild Registered Member

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    I totally agree with you!
     
    wrathchild, May 24, 2008
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  13. tebbens

    tebbens Registered Member

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    I COMPLETELY AGREE !!!!
    ESET did a very poor job of communicating this issue to its customers !!!
     
    tebbens, May 24, 2008
    #13
  14. guest

    guest Guest

    FYI this brought down a critical database server running Applix TM1 9.0 for us.

    Design your program to fail gracefully.
     
    guest, May 24, 2008
    #14
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