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. anhfhs

    anhfhs Registered Member

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    In the CD-box, there's an activation code that looks like "SSxx-xxxxxxxx" and that should, according to the instructions, be used to "activate" NOD32.
    I've now tried for 2 days to do that, but i don't get a reply. I've tried for sure 100 times to contact support, by mail, web site form, activation attempts, every possible way i've found, but they never reply, they just happily ignore everything and pretend customers doesn't exist.

    What should i do to activate this? or is eset a fraud? out of business? Why don't they ever respond? How do i get a valid key+password if eset doesn't want to help? Where do i get a refund if they aren't willing to activate this? The company that sold the CD says they just sell it, they don't want to touch the box again.

    Does eset always charge for their CD's and then refuse to activate them?
    What to do?? As this forum is linked by the eset website, are there any NOD32 people reading this that can wake the support people up or fix the activation server? or will they just keep the money and deliver nothing?
     
  2. fosius

    fosius Registered Member

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  3. anhfhs

    anhfhs Registered Member

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  4. BlueZannetti

    BlueZannetti Administrator

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    Are you entering the serial number information on the box exactly as shown on the box (same case, with the dash(-), etc.)?

    As for lack of response, do bear in mind that this is the weekend and responses from any vendor will be slower at that time.

    Blue
     
  5. anhfhs

    anhfhs Registered Member

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    Exactly as printed on the yellow sticker in the box. With dash, correct case, everything. verified and re-verified many times.
    And weekend? Here' it's monday 5:06 PM. The website says the registration e-mail will be sent within 1 hour, doesn't say anything about weekends or mondays.
     
  6. BlueZannetti

    BlueZannetti Administrator

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    Sorry, it's a holiday weekend in the US so I'm losing track of the days.

    I do realize it says a response within an hour on the website. Not sure what the issue is that they haven't responded yet.

    Blue
     
  7. Marcos

    Marcos Eset Staff Account

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    We have received an inquiry related to a serial number commencing with SS09 15 min. ago. I'm already on it so there's no reason for panic.

    Update: the Scandinavian distributor has been notified and is already on it. He claims they haven't received any such a query.
     
    Last edited: Sep 4, 2006
  8. pykko

    pykko Registered Member

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    See anhfhs! You got a fast response here from ESET. In about 45 minutes. :D Your post: Today, 05:30 PM, Marcos' post: Today, 06:15 PM :)
     
  9. anhfhs

    anhfhs Registered Member

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    I've e-mailed to several addresses, repeatedly submitted the support forms, in more or less desperate attempts to get some sort of reaction, if nothing else i at least hoped that somebody would send a message back, telling "yes we received the request, we'll answer it in xxx minutes/hours/days/months", or an automatic confirmation e-mail telling "message received, we'll get back to you in xxx minutes/hours/days/months", or a failure notice telling their activation server is out of order or mysteriously missing, but no... nothing, until now.

    After posting on this forum i did, at last, after trying for 2 days to reach them (not for 45 minutes), i got that response. The first sign of life.

    Some 30 minutes or so after the reply by "marcos", i got an e-mail from some support guy telling me they've passed this support request on.

    At approximately the same time, i got an e-mail from a different mail address that i hadn't seen before that they've received the activation request, but that there's some problem with it. I got a temporary registration code. No real reg code yet, so let's see what happens. At least i know eset is still alive. I guess/hope they can create a regcode tomorrow, but at the same time i'm now so sceptic about eset that i don't dare to say it's over yet..

    Regardless the outcome of this, no matter the circumstances, no matter what reasons they might have had not to answer earlier, one shouldn't have to wreak havoc in their camp like this for 2 days to get a simple reply.
     
  10. pykko

    pykko Registered Member

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    Well, they seemed to have troubles with e-mails sent to samples@eset.com and perhaps this may apply to support also, but taking into consideration they receive hundreds of e-mails daily perhaps their servers may crash or leak in receiving e-mails. You should definetely give them a second chance :)
     
  11. Marcos

    Marcos Eset Staff Account

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    You purchased NOD32 from Eurosecure so any requests related to your license must be discussed with them. We hadn't received any other request at support @ eset.com from you than the one received shortly before I posted here.
     
  12. anhfhs

    anhfhs Registered Member

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    I got a reply from admin@eset.sk too, saying they forwarded it to some support somewhere. I've e-mailed eurosecure too. I've sent to lots of addresses, and i've resent it again and again, but it just doesn't work. Replies on this forum gave some hope, but this activation is STILL not made. The web site says it should be activated within an hour. It's now 3 days.
     
  13. Marcos

    Marcos Eset Staff Account

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    A guy working for Swedish support claims that they spoke to you or your friend on phone today morning and received an email response from you or your friend today as well. It is said that you were trying to re-register an existing license instead of just re-sending the license email.
     
  14. anhfhs

    anhfhs Registered Member

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    Yes, and after that nothing happened. After that call, some 6-7 hours ago, i've sent 2 e-mails to them and i've seen no response. Maybe those e-mails vanished too?
     
  15. trjam

    trjam Registered Member

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    I have always gotten a speedy response from ESET on any issue. But maybe, I am just different.:rolleyes:
     
  16. NOD32 user

    NOD32 user Registered Member

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    Somebody please correct me here if I'm wrong, but it is not possible at all to re-register an existing licence for a second or more times. Even if you have not received the license email the first time for some reason, once the serial number has been entered into the registration system it won't be able to be entered again.
    In this case the options are -
    • request the existing license email be sent (or re-sent)
    • Purchase a renewal and get a new license with additional time.
    Cheers :)
     
  17. anhfhs

    anhfhs Registered Member

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    The license hasn't been received the first time yet. And if the server activated it but never sent the e-mail out, it should imo -at least- send out a message like "activation failed because ...... (reason) ......" when trying to activate it the 2nd, 3rd, 4th, ..., 100th, .. time, not just silently keep all requests and do nothing.
     
  18. MrPiercer

    MrPiercer Registered Member

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    I can't really see the problem here...

    From the Eurosecure website:
    Code:
    Kontakta oss
    
    World Wide Web
       www.eurosecure.com
    
    Försäljningsavdelning
       sales@eurosecure.com
    
    Teknisk support
       support@eurosecure.com
    
    Webmaster
       webmaster@eurosecure.com
    
    Telefon
       0303-21 11 99  (+46 303 21 11 99 utanför Sverige)
       08-661 65 50    (+46 8 661 65 50 utanför Sverige)
    
    Fax
       08-661 65 51    (+46 8 661 65 51 utanför Sverige)
    
    Why didn't you just call them?
     
  19. anhfhs

    anhfhs Registered Member

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    For the reason NOD wasn't bought from that company. It was bought from a store and the store referred to the website. Not until today did somebody tell that eurosecure is the only national importer and that the store most likely got it from them, but i've had phone contact with them today, so no worry about that.

    I've now also, AT LAST, received the registration key per e-mail, so i can register and update this version.

    Reading the not so very nice e-mails from eset in usa, with no help in them but with words that probably can't be posted in this forum becasue of the forum rules, i know they don't like me, and i don't like them either, so next time i'll get a different AV.
     
  20. MrPiercer

    MrPiercer Registered Member

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    Don't worry about Eset USA, they're not the HQ of Eset. Also, Eurosecure is a great company to deal with, both as a reseller (like me) and as a client (you). Being the Swedish distributor, they have a domain redirection from http://www.eset.com/partners/worldwide.php as well if you had checked for contacts in Sweden (where I assume you live as well as I do).

    I may be "part of the case", but as I also sell a couple of other AV products, please do trust me, NOD32 is the best one you can get today for running on a Windows computer... Do not abandon it when your license runs out...
     
  21. trjam

    trjam Registered Member

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    Wouldn’t is be wiser to judge the software on the job it does for you now and in the future, and not based on a sales experience. It is a great product and it wont take long to see this.
     
  22. Bandicoot

    Bandicoot Eset Staff

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    OK, the 1st time this Swedish client contacted support in the US was on Monday 4th September 2006, which happened to be a public holiday. Not his problem of course, as he wouldn't necessarily know anything about this.

    Following is the email he sent to the US Tech Support inbox.... approximately 120 times... yes, I kid you not... he sent it 120 times, and then I'd like him to mention again about my use of bad language!....

    customer e-mail correspondance snipped - Blue


    So I replied to him:
    Your email address appears to be from Sweden, so why are you contacting
    the US for support..... 120 times?!! I've forwarded one of your emails
    to the Swedish distributor: xxxxxxx@eurosecure.com

    It is a public holiday today in the US.

    Regards,
    Eset Technical Support

    Following another long and unhappy email from this guy, I sent him the following:

    Here is the distributor's website that covers Sweden:
    http://www.nod32sweden.com/

    It's not difficult to find any country's website on the US website
    (http://www.eset.com/partners/worldwide.php) and I would have assumed
    you would at least have considered contacting the distributor in your
    country first, but obviously not.

    I have already told you that your numerous messages have been forwarded
    to the Swedish distributor and I've given you a contact email also.

    Have a lovely day!

    Warm regards,
    Eset Technical Support


    I will gladly admit to a touch of sarcasm, but I certainly did not use any offensive language as this person suggested in post #19.

    Cheers,
    Bandicoot.
     
    Last edited by a moderator: Sep 6, 2006
  23. webyourbusiness

    webyourbusiness Registered Member

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    ahhh.. sarcasm.. it sometimes translates poorly in email to those of use who consider english our first language - rarely have I seen it go down well with those who have english as a 2nd or 3rd language - that was asking for trouble Mr Coot! ;)
     
  24. trjam

    trjam Registered Member

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    As I said, judge the product, not the process.:D
     
  25. NOD32 user

    NOD32 user Registered Member

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    I could quote some of my own personal experience where the license emails were actually sent but deleted by the ISP before they even got to my inbox (which I consider VERY bad by an ISP)
    Sounds like you may have had something similar happen. As far as ESET tech support In my own experience I can not fault them.

    Glad your sorted out now.

    Cheers :)
     
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