Online Support and Staff are Inept!!

Discussion in 'ESET NOD32 Antivirus' started by mtbvfr, Nov 3, 2009.

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  1. mtbvfr

    mtbvfr Registered Member

    Joined:
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    Posts:
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    Good afternoon,

    I have previously attempted to contact your online support services but your Internet site needs improvement. Instead of the code, for the Contact web page, reading the Clock settings or Culture settings, of the computer, it should allow a person to select the language or office they want to send their message to.

    I sent a message to Christopher Dale at ~Snip~ and he forwarded my message to your Latin America office from where I only received pathetic automated computer driven responses that did not address the issues I raised.

    Further attempts at sending emails to Christopher Dale to have my issues raised with an English speaking office have not received any response.

    After even posting a message via your Feedback page and receiving an initial response via ccreply@eset.com, there has been no further responses
    to my reply to this initial response which also failed to address the issues I raised.

    I am located in Peru but my account is with your USA office I believe. When I attempted to use the link (http://www.eset.com/support/contact.php),
    for the "Online Customer Service" for the "Home Edition" on the Contact page (http://www.eset.com/company/contact.php), it is redirecting to the
    page at http://www.eset-la.com/support/contact.php. When I entered my details on this page it said I wasn't in the Client database for Latin America.
    It then suggests I use the page at http://www.eset.com/support/contact.php which as I have already mentioned redirects me back to the Spanish version because of the poorly structured logic.


    I also got a response from support@eset.com which suggested using the page (http://www.eset.eu/support/form) but after entering my details I received the following response.


    Warning: rename(/programming@machawasi.com_2009-10-22_000119.xml) [function.rename]: failed to open stream: Permission denied in /home/suppreq/suppreq_data/Libs/Archiver.lib.php on line 70

    Warning: rename(/home/suppreq/suppreq_data/uploads/eset.eu.supregfb970ebeaf417ff6964ca028abfb8268_webxml.xml,/programming@machawasi.
    com_2009-10-22_000119.xml) [function.rename]: Permission denied in /home/suppreq/suppreq_data/Libs/Archiver.lib.php on line 70

    A day later I retried the above page and got a response of OK-110 but I have not received any communication from your office in Europe.

    I also sent an email to sales@eset.eu but received no response neither.

    It is a pity that the Web site programming is not as good as your anti-virus programming.

    My User Name is EAV-00014306. My computer has not been connected to the Internet since the 26th of August. My End User License
    was due for renewal on the 29th of October.

    Am I able to download a Virus Signature Database, at an Internet Cafe, that I can then use to update my computer?

    Further to that, am I also able to download updates, at an Internet Cafe, to the program software?

    In case anyone reading this is lacking in intelligence, I do not have an Internet Cafe.

    Here's hoping someone, who has intelligence and attention to detail, can respond with the necessary information.

    Thank you,
    Michael Holberton
    Tel: + 51 (0)84 632425
    Skype: mtbvfr
    Hospedaje Los Jardines & Sacred Valley Mountain Bike Tours
    http://www.machawasi.com
    Cusco Database Development and Cycling Services E.I.R.L.
    http://databaseservices.blogspot.com
    Cusco Travel Services
    http://www.cusco-travel-services.com
    Servicios de Ciclismo del Perú
    http://www.servicios-de-ciclismo-del-peru.com
     
    Last edited by a moderator: Nov 4, 2009
  2. Rmuffler

    Rmuffler Former Eset Moderator

    Joined:
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    Posts:
    995
    Location:
    San Diego, CA USA
    Hello mtbvfr,

    Can you please post more information concerning your issue and your configuration that you are using to run NOD32. With more information I will have a better idea of what the cause may be and any possible solutions.

    Thank you,
    Richard
     
  3. agoretsky

    agoretsky Eset Staff Account

    Joined:
    Apr 4, 2006
    Posts:
    4,032
    Location:
    California
    Hello,

    Your ESET NOD32 Antivirus license expired on October 29, 2009, so you would not be able to download threat signature database updates after that point.

    It sounds like you have been out of town and unable to renew your license before the expiration date. Given your extraordinary circumstances for not being able to do so, I have asked ESET to credit an additional two weeks to your license so that you can download threat signatures when you are able to connect it to the Internet.

    If you would like to renew your license, I would suggest that you contact the ESET office in the same country as your credit card's billing address and renew the license through them. My understanding is that the United States office will only process credit card orders that have a billing address in the United States.

    Regards,

    Aryeh Goretsky
     
  4. mtbvfr

    mtbvfr Registered Member

    Joined:
    Oct 29, 2007
    Posts:
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    Aryeh,

    Thank you for the extension of my account.

    I haven't been away. I had to change my residence and I still don't have an Internet connection at my new residence. I am hoping I can be reconnected on the 16th or 17th of this month but I can't guarantee either of these dates.

    If you are able to extend my account, I think you should also be able to confirm through which office my account was established?

    My credit card is with an a bank in Australia but the card has a Peruvian address. As I said in my initial post, my details were not found in the Client database for Latin America.

    I am fairly certain that at one stage I spoke by phone with someone in California when establishing this account but that was 2 years ago.

    Eset should be able to have a page that interrogates all your client databases when a client enters their details and this page should also be displayed in a language chosen by the client.

    Thank you,
    Michael Holberton
    Hospedaje Los Jardines & Sacred Valley Mountain Bike Tours
    http://www.machawasi.com
    Cusco Database Development and Cycling Services E.I.R.L.
    http://databaseservices.blogspot.com
    Cusco Travel Services
    http://www.cusco-travel-services.com
    Servicios de Ciclismo del Perú
    http://www.servicios-de-ciclismo-del-peru.com
     
  5. agoretsky

    agoretsky Eset Staff Account

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    Posts:
    4,032
    Location:
    California
    Hello,

    I will do some research and see what I can find out about the license.

    Regards,

    Aryeh Goretsky
     
  6. agoretsky

    agoretsky Eset Staff Account

    Joined:
    Apr 4, 2006
    Posts:
    4,032
    Location:
    California
    Hello,

    Your license was purchased through ESET's web site in the United States. It has been extended another week, so it should still be active when you receive network connectivity.

    I will contact ESET's office in Latin America to have your record transferred over to them, and then you will be able to renew through a local reseller.

    Regards,

    Aryeh Goretsky
     
  7. agoretsky

    agoretsky Eset Staff Account

    Joined:
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    Posts:
    4,032
    Location:
    California
    Hello,

    Were you able to renew your license? A list of ESET's distributors in Latin America can be found here on the ESET Latinoamerica web site.

    Regards,

    Aryeh Goretsky
     
  8. mtbvfr

    mtbvfr Registered Member

    Joined:
    Oct 29, 2007
    Posts:
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    Hi Aryeh,

    Please, DO NOT transfer my account to the Latin America office!!

    The online support is bad enough without having to deal with the lazy minded attitudes of people in Latin America as has already been demonstrated and explained by the responses I previously received from the LA office and documented in my first posting of this thread.

    Today, I renewed my subscription to Antivirus Version 4 but I can't download any of the files and once again my time is being wasted because of inept people.

    In the email, I received after completing the purchase, I was provided with the following link.

    http://www.eset.com/download/download.htm - This link gets redirected to http://www.eset.com/download/index.php?_product=download.htm. When I click on the "Take me to my download" button the screen changes to what appears in the following image.
    DownloadCentre.jpg

    After clicking on the Download button for "NOD32 Antivirus 4" (http://download.eset.com/download/win/eav/eav_nt32_enu.msi) I am presented with the following dialogue window.
    AuthenticationDialogue.jpg

    Upon correctly entering my User Name and Password the dialogue window reappears and continues to do so. After cancelling the dialogue window the following text appears in the browser.
    "Authorization Required

    This server could not verify that you are authorized to access the document requested. Either you supplied the wrong credentials (e.g., bad password), or your browser doesn't understand how to supply the credentials required."

    When I try the following link which was also provided in the email I received, I receive a "download1.eset.com could not be found" message.

    http://download1.eset.com/download/win/v2st/ndntenst.exe

    If I change the "download1" to "download" I am presented with the Authentication Required dialogue window again which still malfunctions.

    If I try to go to the http://www.eset.com/support/support.htm page I ams till redirected to the http://www.eset-la.com/support/contact.php page.

    For the amount of time I have spent detailing the problems I have had with the services of ESET during the last few weeks and up to and including today, I should receive this product for free.

    You should also know that I did not receive any notification of your postings on the 6th and 9th of November.

    :mad: :mad: :mad:

    Michael Holberton
     
    Last edited: Nov 22, 2009
  9. mtbvfr

    mtbvfr Registered Member

    Joined:
    Oct 29, 2007
    Posts:
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    Aryeh,

    I was able to download the file located at http://download.eset.com/download/win/eav/eav_nt32_enu.msi but when I went to install the program I received a message saying that it was not for use with Server Operating Systems.

    I am using Windows 2000 Server SP4 on my Home Computer.

    Thank you, Michael Holberton
     
  10. Marcos

    Marcos Eset Staff Account

    Joined:
    Nov 22, 2002
    Posts:
    14,374
    Home edition cannot be installed on server operating systems. This is possible only with Business edition which is available for 5 and more licenses.
     
  11. mtbvfr

    mtbvfr Registered Member

    Joined:
    Oct 29, 2007
    Posts:
    8

    Marcos,

    I was able to use Version 2.7 on my PC. So then, what has changed?

    Thank you, Michael Holberton
     
  12. agoretsky

    agoretsky Eset Staff Account

    Joined:
    Apr 4, 2006
    Posts:
    4,032
    Location:
    California
    Hello,

    I believe you should be able to download NOD32 v2.70.39 for Microsoft Windows NT4.0, 2000, and 2003 server operating systems from http://download.eset.com/download/win/v2ad/ndntenad.exe using your username and password license credentials.

    Regards,

    Aryeh Goretsky
     
  13. mtbvfr

    mtbvfr Registered Member

    Joined:
    Oct 29, 2007
    Posts:
    8
    Hi Aryeh,

    I previously had NOD32 v2.70.39 installed on my PC which I uninstalled prior to my attempt to install Version 4.

    At the same time as I renewed my license I wanted to update to version 4.

    Why is there not a 1 license option of the Business version for Home Users like me who use a Server Operating System?

    What has changed between v2.7 and v4 that won't allow v4 of the Home version to run on a Server Operating System? Or is it purely a licensing issue?

    Thank you, Michael Holberton
     
  14. ASpace

    ASpace Guest

    Sorry for interrupting the thread .

    Believe me , a lot has changed since version 2.7 was created and mass-used and nowadays.

    It is a licence issue . They have created version 3 and version 4 (HOME edition) not to install on servers. Business edition (requires a license of 5 or more workstations) is the one that installs on server OSes
     
  15. mtbvfr

    mtbvfr Registered Member

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    Oct 29, 2007
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    Bump for Aryeh.
     
  16. agoretsky

    agoretsky Eset Staff Account

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    Location:
    California
    Hello,

    Approximately two years ago, when V3 of ESET's software was released, the decision was made to differentiate the consumer and business market segments by providing home and business editions. Business editions of the software can install on Windows server operating systems. The minimum number of systems for a business license is five (5) computers.

    The previous generation of NOD32, v2, does not have this differentiation. If you would like to run NOD32 on a Windows server operating system and do not have five PCs, you can download it from the aforementioned URL.

    Regards,

    Aryeh Goretsky


     
  17. mtbvfr

    mtbvfr Registered Member

    Joined:
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    Posts:
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    Hi Aryeh,

    I already have version 2 if that is what you are suggesting to download.

    What I want is a 1 User Licence version of Version 4 that will run on my PC that is using Windows 2000 Server SP4.

    Thank you, Michael Holberton

     
  18. agoretsky

    agoretsky Eset Staff Account

    Joined:
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    Posts:
    4,032
    Location:
    California
    Hello,

    There is no such license offered. The minimum quantify of PCs which much be licensed to obtain the Business Edition of the software is five (5) units.

    Regards,

    Aryeh Goretsky

     
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