No activation response - Is eset a fraud company?

Discussion in 'NOD32 version 2 Forum' started by anhfhs, Sep 4, 2006.

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  1. CyberMew

    CyberMew Registered Member

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    When people buy things, they expect to make it work as soon as possible. Anxiety will of course be present when no help in presented when product is not working at all, after all he paid.

    For example, you bought World of Worldcraft, along with 2 pre-paid cards. Then you found out that while the game will install, the cards do not work at all. You tried to email them on why it does not work, and how to rectify it. Then, some guy just will just take a long time to reply your first email, maybe 'push' it away and add in some 'smart' reply. Have you ever experience that to know what it feels? Like you paid for something that spoilt and is helpless..

    I would have assumed you would at least have considered replying in a courteous manner to 'calm down' the guy first, but obviously not.

    Seems to me that support is not of standard and speed, as well of attitude and quality which are the areas ESET should improving. I will not want it to happen to me when I have a problem with ESET. Do you?

    However, anhfhs is abit exaggerating on sending so many emails within a short period of time. Normally you should wait about a day (~24hours) before sending an email again (unless it is weekend or a public holiday). And try to use proper English sentencing.

    Above is just my opinion as a ESET customer. hopefully I will not be flamed lol.. and I hope i talked some sense - my expression is not very good as english is not my first language.
     
  2. Blackspear

    Blackspear Global Moderator

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    You are kidding right? 120 plus emails, nothing more needs to be said :rolleyes: :blink:

    I would have placed that email address on a spammers list ;) :D

    Cheers :D
     
  3. CyberMew

    CyberMew Registered Member

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    In that case, that shows how bad the support is, isn't it? Even though he is at fault but support should have patience. That is quality support in my opinion..
     
  4. Blackspear

    Blackspear Global Moderator

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    Not at all, flooding an office with 120+ emails is simply not on, the USA Support Office showed great patience.

    Cheers :D
     
  5. CyberMew

    CyberMew Registered Member

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    Well, maybe, but I don't see how hard it is to select all and click on a delete button..? Even so, other improvements still needs to be made except for the guy 'spamming'.
     
  6. MikeNash

    MikeNash Security Expert

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    The point is that at the end of that mailbox, someone received 120 insulting emails and then still gave a helpful response.

    Remember, at the other end of that support mailbox there's a person actually reading the mail. Nobody likes to be called names.

    Problem with a company? Pause for reflection before sending the nasty email. It makes life much more pleasant for everyone.
     
  7. CyberMew

    CyberMew Registered Member

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    Support definitely must give a helpful reponse unless they do not want to do the guy's business. If not, what is support team for?

    The point is that the quality and speed should try to be improved. The quality of service is important. Not whether I see the guy emails and I think it sucks so I am not going to give him a reply. Like I said, the guy himself is also at fault. But that is seperate from the support team. They should have patience etc..

    Also, the user is in frustration right now. It is understandable that the user is extremely unhappy with the support that he is having and is maybe unable to use the power of English to represent what he really feels. Also, I dont think he is calling people names.. maybe except for xxxx company. Why don't you try typing in Chinese a complaint letter when you are not good in it?

    Maybe someone who has the same viewpoint as me should help me argue this out... I am not cut out for arguing lol
     
  8. Marcos

    Marcos Eset Staff Account

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    The guy actually received a response very quickly - I immediately contacted the Swedish distributor via IM and they gave him a call the next morning as it was already late afternoon.
     
  9. CyberMew

    CyberMew Registered Member

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    Alright.. good enough..

    The first time i posted in this thread is because of 2 things I am concerned with, mainly the speed of response and the attitude/quality of the email given back.

    But even with the quick response, what about the quality of the message? Not everyone appreciate smart answer or sarcasm when he is in need of help. I believe everyone of you here wants to have a good feeling when you receive an email from support, that your issue have been resolve, good manners, goodbyes all those..
     
  10. Marcos

    Marcos Eset Staff Account

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    Since all your license details are hold by your local distributor Eurosecure, all we could do is to point you to the distributor and notify him about your query, and ask him to act quickly.
     
  11. MikeNash

    MikeNash Security Expert

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    Support's job is to support. Unless I'm missing something, that's exactly what they did - and promptly based on the hours of availability of the office - it was a US long weekend.

    We've all been in frustrating situations before. You can choose how you react. You can react agressively, or in a silly manner. You'll still get the support but people will think you're an asshole. You can react calmly, and politely. People will be even happier to support you.

    My point is that had this guy written an email that said "I didn't get my key, please send me it"... and followed up 24h later with "Hi, I sent you an email about my key" and then, having received no response posted at Wilders then several people would have jumped to help him - as they did when the inflamatory message is posted.

    Things may not have worked right from the customer perspective, but once the issue got to the right person it was resolved. No thanks for the help to the posters who tried to help him. No thanks to ESET for sorting it. Just another nasty post about how he doesn't like them.

    I wanted to post my comments since I too sometimes get nasty emails (for example, when a customer's agressive spam filter blocks our automatic licence email we get called thieves too) - I've said my 2c and I'll dip out of this thread now. I don't want to get into a debate about Eset support, but did want to give my perspective on it.
     
  12. Marcos

    Marcos Eset Staff Account

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    I for one check emails comming to support @ eset.com from about 7 AM to 1 AM and respond promptly. This particular case had to be dealt with Eurosecure as we usually do not hold all license details for licenses purchased through distributors. And they responded ASAP, shortly after the guy posted here plus the next day they gave him a call and exchanged a couple of emails with each other. At least I have been told so.
     
  13. Firecat

    Firecat Registered Member

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    For that matter, I would just like to add my 2 cents that it is hardly ever easy to be a support engineer/personnel/whatever. You have to deal with all types of people in the world. It can be quite stressful sometimes.

    While it is not something that should be blamed on the customer that he sent the email, say, 50 times, he should realise that the guy at the support desk is not God. He/she is a human being, working to earn some money for his/her family and for him/herself, and has their own problems as well. Considering the amount of support requests coming in per day (which is quite a lot, I assure you), there should at least be a "sorry" message attached for sending the email many times (on the consumer's side). Sure, the customer did not actually know whether the email was read or recieved, so he/she can send the email many times, but they should not exclude the possibility that at least one of the messages did reach them. For that reason, while re-sending a message, it would be nice to both the customer and the support engineer to include a sorry message for the possibility that the email reached them many times.

    At least, this is standard practice for me. I sometimes send my emails twice or thrice and always include sorry messages for sending the same email multiple times, because I am aware that sending an email multiple times can cause disruption and frustration to the support engineer.

    IMO Eset handled it decently enough, being a weekend and all.
     
  14. anhfhs

    anhfhs Registered Member

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    I feel this forum is now used by eset to now blame me, telling i'm an idiot, maikng this look as bad as possible, reduce/hide their own shortcomings and whatever, gaining cheap points.

    What i did was going to http://www.nod32.com/ which redirects to www.eset.com. Notice that it doesn't say anywhere this is a USA-only site.
    Under the "eye" on top right, there's a button "Register". Click that.
    I filled everything in, with code, name, address, phone number, everything -AND- at the bottom i clearly specified NON usa/canada AND i set the country.
    I sent this form once. Waited at least 1 hour, sent it again, waited an hour, then sent it again and kept trying, because when the form is submitted, it says the e-mail will be sent out within an hour.
    Nothing ever came.
    Is this my fault?
    Is this reason for the eset usa support to tell me i'm to blame for everything? that i did everything wrong and nothing right?

    On the same page, there's a link "Support". Click that.
    It takes you to http://www.eset.com/support/index.php
    At the top, it says "Free 24x7 Support Offerings".
    In the menu on the left side, there's "Contact support" and you're taken to a form. THAT is the form i sent, sent, sent, sent and resent several times in my more and more desperate attempt to wake the "24x7" support people up.
    Notice that it still doesn't say ANYWHERE on the page that this is for USA customers ONLY. Am i to blame for that?

    On that page too, there's a "Register software" link, which i clicked and tried again to register it. No response. Not a SINGLE response telling this activation couldn't be made or that it was USA only or anything like that, it just silently took the requests and then did nothing.

    I visited the "global users" link and it brought me to the "eurosecure" site, but i DIDN'T BUY IT FROM THEM, why should i ask for support from a company that i didn't buy anything from? At that time i wasn't aware of that eurosecure is the ONLY(?) importer of NOD in this country. Am i to blame for not knowing that? There's also a www.nod32.se site that is yet ANOTHER company that i know from before doesn't have anything to do with eset, how could i possibly know there weren't 20 such individual importers? Should i then ask all 20 for support? Why can't i use the "global" site?
    This NOD CD was bought from a store, not from eurosecure, and the store refered to "the website", not to eurosecure.

    Does this give the american support the right to insinuate i did everything wrong, does it give them the right to post my submitted forms on this site?

    After posting here, some support guy finally replied that there's a holiday in usa. Then WHY does the website say 24x7 support? I find this very odd. This would mean that no american/canadian got any support those days either? How many read the thing about 24x7 and thought it really was?

    I've been asked in PM what was in the e-mails i received and i intended to keep them for myself, but as i see one of my submitted forms from the above linked pages is now made official here, WHAT A TOTAL LACK OF PROFESSIONALISM!! I'ld definitely say eset shot itself in the foot there. A company just doesn't try to ridicule its customers, no matter what.

    While being dragged down to the dirty level, i can now just as well show what i got. I didn't plan on doing this. Here's the end part of the second e-mail:

    edit - removed partial quote from e-mail message - Blue

    Professionalism, right? Guys like that shouldn't have the right to send e-mails to customers.

    So why did the form on
    http://www.eset.com/purchase/register.php
    end up in usa when i clearly specified "NON usa/canada" and specified the country in the box below that? I didn't knowingly send it to the usa-support, the web server didn't tell where it sent it. I don't believe i'm to blame for where the server sends the form when i've filled it in correctly. I assumed it was a global support site, but obviously it isn't. I didn't know that until now.
    On top of that, i'm not american and can't possibly know about every holliday in every other country, less expecting it as a reason not to get a reply when it says "24x7" on the site. Americans need to learn that usa isn't the ONLY country in the world, there's a whole planet beyond their borders that they apparently don't respect or know much at all about.

    Here's part of the first e-mail:
    "I would have assumed you would at least have considered contacting the distributor in your country first, but obviously not."

    Obviously, that's exactly what i tried to do.

    I know NOD is a very good AV, that's why i've used it since 2003. THIS particular CD belongs to a russian family i've helped numerous times before, and i recommended NOD to them. They don't understand english, and as a lot of software and error messages are in english, they usually ask me what it means. They bought the NOD CD themselves from the store, on my recommendation, but i didn't mention that to you earlier because i found it irrelevant at that time. They apparently tried to activate it in APRIL this year, but they never got a response. Yes i've checked their e-mail. They called me about a week ago because they got some strange things in their computer and wondered how that could happen when they had this good AV. When i got there i found that it was properly installed but with no registration key.

    I've recommended NOD to at least 50 friends, colleagues, others and on forums, It's not at all unlikely that i've given NOD 50-100 customers all over the world during these 3½ years, and now THIS is the way their support works?? How can i EVER recommend NOD to anyone in the future? I know it's one of the best AV's, but if this is what happens to their customers when asking for support, then how can i ever again recommend this company?

    Let's now see how objective this site is. Will the mods/eset let this thread be open? will they hide it? will they ban me from the site for telling this? I don't know, i've just had enough of eset and i guess they don't want to see anything from me ever again either.. Crappy S company, it is. IMO.
    These recent responses only made it worse.
    I have no intention of continuing this thread, unless provoked to do so.
    I'll save this thread locally, for reference, just in case it gets deleted. At this moment, i know i can expect just about any bad manor from the american eset support guys.

    [Edit: corrected the www link at the top]
     
    Last edited by a moderator: Sep 6, 2006
  15. trjam

    trjam Registered Member

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    Well, I am not a mod, but think this thread should be closed as it is going nowhere. What ever happened, happened. What ever you feel are your own thoughts and are entitled to them. But the title of this thread is, Is Eset a fraud company, and the answer to that is no. Nuff said.
     
  16. anhfhs

    anhfhs Registered Member

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    If it can lead to the eset site being updated and improved, if it can help avoid the same thing to happen again to somebody else, if it can add some professionalism to the support staff, then this thread serves a purpose, but i of course understand eset don't want this sort of threads visible.
     
  17. Marcos

    Marcos Eset Staff Account

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    I'm sorry if you take it personally, but we are not those who started the threat with complaints. We are just trying to clear it up by telling the facts.

    The problem was that your serial number was registered a couple of months ago and multiple registration of the same number is not allowed for obvious reasons. The Swedish distributor figured out that you only needed to get your license details re-sent.

    See the text below the title:
    For 500-seat or larger organizations, ESET offers 24x7 Priority Service contracts. In addition to our standard support offerings, above, you will receive a dedicated support phone number with priority response and service level agreements enabling you to reach somebody within a half-hour of your call.


    A quote from the website:
    Telephone support is also available during business hours (6:00AM - 5:00PM) on weekdays, Pacific Time [GMT-8].

    Global Customers
    For the fastest possible response, contact your local (country) distributor or reseller:

    You didn't purchase from USA nor other European distributor either. The license was definitely issued by Eurosecure. It's always recommended to contact the local distributor in the first place. If you didn't purchase through him, he would pass it further on to the right person. Since you contacted the US and Slovak ESET's department, we passed your query to Eurosecure as soon as we received it (we actually received it at support @ eset.com about 2 days ago).

    Nobody's insulting you, we're just trying to stay objective and fair.

    See my comment above referring to the text below the title 24x7 support.

    US support takes care of other countries as well unless a query is sent directly to our Slovak office.

    As far as the discussion stays objective and fair, there's no reason to close the threat. Objective critisism and negative comments are always welcome.
     
  18. trjam

    trjam Registered Member

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    How can you say that. Even if it were closed, it would be visible. This is just what I was talking about in another thread. I agree with you on one point. If there are issues with Eset and threads like this can lead to improvement. But when I read back over all of your comments, I think remaing positive , is a 2 way street.
     
  19. cerBer

    cerBer Registered Member

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    Not so long ago:
    Now it seems it is not forbidden any more, huh? :D Or, more correctly, it is just 'one way road', isn't it?

    It was also strongly declared that it is forbidden to post any emails in this forum without agreement of both sides.
    This one seems to be forgotten too.

    As a final touch, now that thread is nicely edited and all the loads of dirt fluhed out by Eset employees and those who rushed to support them, has magically disappeared.
    But that's not important, just question about decency, or something like that.:doubt:
     
  20. Firecat

    Firecat Registered Member

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    After reading this, I conclude that the no one should have directly quoted anyone.

    I request the Wilders moderators to take note that from now on, no email contents are ever mentioned again on the forums, be it a direct quote from anyone working in a company, or a consumer's direct quote. No direct quotes from anyone should be posted!

    While it is impossible to know whether Eset USA speaks the truth or the member is speaking the truth, the matter of fact is that there has been some sort of error in the process of registration. Perhaps the fault lies in both Eset USA and the consumer, we cannot say that either one is more responsible than the other. And finally, I would like to remark that the customer had no idea that it was a public holiday in the USA. It is very uncalled for to call someone a muppet because he/she didn't know this.
     
    Last edited by a moderator: Sep 6, 2006
  21. cerBer

    cerBer Registered Member

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    It is not from now, it is already from February this year, when all the moderators(including Mr. Wilders himself) declared this in very loud manner already.
    Isn't it, really? Is it written there 24/7 or not? I think we can verify that quite easily, point by point.

    And, sure, fault lies in consumer, how else:D .
     
  22. BlueZannetti

    BlueZannetti Registered Member

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    To all:

    I strongly suggest all sides ratchet down the rhetoric and posturing. There are plenty of missteps obvious from both sides of the fence on this one. If people wish to have a civil discussion on this topic, fine. If it goes in the opposite direction, this discussion will be closed.

    As the admonishment to not quote email contents still holds on this site for all, I have edited portions of two posts and a quote that contained this. As always, please refrain from posting private emails from others unless permission to post has been obtained.

    Blue
     
  23. minerat

    minerat Registered Member

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    I can see why the OP was confused by the register process not generating any kind of error. It does say you will receive a response within an hour - it's not completely irrational for him to expect either a confirmation or error message within that time. If the process is manual and subject to US support hours it should be stipulated on the form. Most people are used to registrations being handled by an automated system.

    However, he should have realized that the software was already registered. It sounds like he installed this for the person who was using it or had supported it in the past. In the support section there's a very obvious link for obtaining lost license information. Hell, I've never even been to the support page and it only took 20 seconds to figure out.

    Perhaps the registration page should mention that people should contact their local distributor even if they purchased the product in a store and not directly from the distributor.
     
    Last edited: Sep 6, 2006
  24. Edwin024

    Edwin024 Registered Member

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    And again Eset wins something which they obviously could not win. What the hell is this site coming to?! If you don't put feathers in Eset's employees butts and product you get a load of balony over your head. And this is not the first time I see it happen. It's a disgrace.
     
  25. Bubba

    Bubba Updates Team

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    Agree very much to the primis that hopefully both parties....customer and product support....will take note of any possible shortcomings concerning this matter and work to assure it doesn't happen again.

    Since for the most part this thread matter has been settled....We'll bring this thread to a close and ask that if anyone else has a problem with registering their copy of the software start a new message thread Please.

    Thanks,
    Bubba
     
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