Is this kind of stupidity and rudeness characteristic of ESET ?

A question to the Forum -- Is this kind of stupidity and rudeness characteristic of ESET ?


I had a rather disappointing exchange with ESET this week.

1. After testing a trial version of ESET Smart Security 4.0.424 for a few weeks I decided to buy the product. However, the purchase page repeatedly re-directed me to the Italian-language website, so I filled in a Customer Care Request on the English-language website ( USA site ? ).

2. They replied promptly, giving me a link to a site where they said I could purchase a license.

3. I tried it, and then e-mailed them to say that the link re-directed me to the Italian-language vendor's website, which was EXACTLY the problem I had described in my original Customer Care Request.

4. Their reply was :
"Thank you for contacting ESET Sales Support. Based on your geographical location, we are not able to assist you directly. You must contact one of ESET's local distributors in your country of origin. Please use the link below to find the correct Reseller / Distributor in your area." and, of course, I was right back at nod32.it

5. So I e-mailed them with
"Let me try to make it very clear --
I DO NOT WANT THE ITALIAN VERSION -- I WANT THE ENGLISH LANGUAGE VERSION.
Yes, I know, I happen to be working in Italy temporarily. So you want to force me to buy the software in a language I don't understand well (Italian). And you want to prevent me from buying the software in the language I've been speaking all my life (English)."

6. That was three days ago (June 2). They haven't even bothered to reply.


It seems to me that when a person approaches a business and says "I want to be your customer. Please let me give you my money," obstructionism is one of the least appropriate responses.

And it's a pity, because I used NOD32 a few years ago when I was in Africa and I have a high opinion of the software -- but the human-ware is making me re-consider my purchase decision.


Also, where does this kind of stupidity stop ? Next year I might be working in China or Thailand. Will they then insist that I buy the product in a language I can't even read ? ? ?

Jen

 

Jen

the US ESET site has these redirects on them - which is a real problem for people in your situation, and military serving overseas.

There are lots of resellers (like us) - who sell the product online, who do NOT have these redirects.

I recommend finding a US based reseller who can provide you the license you require - I also like to think our support is good as well, and if it's not, you can let me know and I can run back and find out why not!

kind regards

Greg

 

Hello Wykham,

I have sent you a PM.

Thank you,
Richard

 

@Wykham

You buy a license from ESET Italia but you can use the program in whatever language you choose , including Ukraine , Bulgarian , Chinese , Spanish or whatever you choose . Your license lets you do this . Just visit www.eset.com/download and use your license to get the language build you desire (no matter where your license was initially purchased from).

 

@ ASpace,

Thank you very much. You make it sound so simple and easy. What a pity ESET Customer Care couldn't tell me that.

I was expecting it to be like the Microsoft model, where (if I understand correctly) the licence is limited to a specific language version of the product. ((e.g. I believe, a licence for the Italian version of Windows Vista Ultimate is not valid for the English version of Windows Vista Ultimate. Is that correct ?))

Just one more question -- if I buy a "Versione 3.0" licence (which is what ESET Italia is selling -- see www.nod32.it) can I use it for version 4.0 ?

 

Of course, and not only that, you can also use ESS if you want. That's the beauty of ESET license, it works with ALL their products.

Cheers,
Miki

 

Yes, you can. As long as your license is valid it will let you download and use any available version of the same product.

I have found this to be true only for "lesser" products.
If you have an ESS license, it will let you download and use EAV as well but not the other way around.

 

Correct. This is because someone may want 3 licenses, on 2 systems they may want to run ESS but on the 3rd the only need the AV, it is cheaper to buy a three license pack for ESS than to buy 2 for ESS and 1 for EAV.

 

I bought it online for my home PC then when it expired I renewed over the phone with ESET and the two people I dealt with on the phone had excellent speaking skills and genuinely wanted to be helpful. I was/am pleased.

I know it wont help your immediate situation but it should give you some peace of mind at renewal time that you are not *forced* to renew over the web.