poor customer care support!

Last week I contacted customer thrice....but they replied only once...all the three are posted in this forum also...

1)first I contacted regarding update problem,they replied immediately and solved the problem

2)next I contacted for telling them some suggestions,hoping some customer care rep. will correct me or accept my suggestions...no use...1 week gone...

3)next I contacted for non alerting of PUP....this also no use!



From this it is clear that customer care will address the problems only,they will not hear your suggestions or views.....then what is the use of releasing a beta versionyou could straight away release a full version!!!!And why do the ESET engineers close their ears if they receive a suggestion from their valued customers.....this is really very bad on the part of ESET!

then regarding this forum.....this forum is also no use in telling suggestions...Compared to other AV forums this forum is very inactive ....

sad to say like this....but someone has to say regarding this bad support

 

Your concerns are noted.

 

Being a devil's advocate here.
I don't consider #2 as a valid complaint. It's your suggestion, they might be getting 100's of those a day. Would you want their techs to use their time answering suggestion e-mails or dealing with customer infection problems?

Yes a thank you would be appreciated but not required.

As per #3, yeah that is a bit worrisome.

 

Since you are posting in the beta forum I assume you are using a beta version so you shouldn't expect it to be free of bugs.

 

A customer care representative can basically only thank for suggestions and pass them on to product managers. They are not entitled to make decisions about features that will be implemented in future versions nor give any promises. We have two threads where users can add their wishes and that are checked by the appropriate persons when new features are being discussed.

 

I honestly believe this is at least in part because ESETs products cause so few issues.

 

No need to thank...can atleast say that the suggestions are passed to product managers or "your suggestions are not feasible"...basically I think beta is tested to receive suggestions and bugs only!

 

Tell that to those of us who have nothing but trouble lately and in my case had had to uninstall!!!!

 

Companies that listen and repond to their customers needs grow. I think ESET could benefit from active customer input and address customer's concerns better by fully explaining their position.

I've had a few issues with ESET claims and I don't think ESET customer care has responded competently. I tend to agree with the OP. ESET support leaves a lot to be desired.