poor customer care support!

Discussion in 'ESET NOD32 Antivirus/Smart Security Beta' started by maaster, Dec 2, 2012.

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  1. maaster

    maaster Registered Member

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    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 versiono_Oo_Oo_Oyou 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:( :( :( :( :( :( :( :( :(
     
  2. siljaline

    siljaline Former Poster

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    Your concerns are noted.
     
  3. GrammatonCleric

    GrammatonCleric Registered Member

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    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.
     
  4. lodore

    lodore Registered Member

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    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.
     
  5. Marcos

    Marcos Eset Staff Account

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    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.
     
  6. King Grub

    King Grub Registered Member

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

    maaster Registered Member

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    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!
     
  8. bwb1

    bwb1 Registered Member

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    Tell that to those of us who have nothing but trouble lately and in my case had had to uninstall!!!!:blink:
     
  9. tjg79

    tjg79 Registered Member

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    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.
     
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