Weird experiences with Eset support

Hi all,

I had some weird experiences with Eset support. I noticed some bugs (related to unpacking) in NOD 2.12.3 and sent an email to support, together with some questions. To my pleasant surprise, I got a fairly quick answer that was also very well written in addressing my complaint, and asking for the problematic files (the guy answering the support email was Nigel Cook). I congratulated them on their excellent service.

So I replied with the problematic files, and some other questions/remarks.

...and that was the last thing I ever heard from Eset. I never received any confirmation, no more replies despite sending some more mails, no replies to reported samples, nothing at all.

And the bugs are still there, too

Wtf happened? Any similar experiences?

 

You don't indicate the time-scales. They may be working on a solution; and don't forget it's Christmas

 

It's been almost two months since I heard anything.

 

Hi Skuto,
please drop your original email to support@nod32.com with a link to this thread. We certainly respond to emails almost instantly so we need to investigate what happened.

 

What's "Wtf?"

 

I have sent you a Private Message.

Cheers

Blackspear

 

Ok, mail sent, will see what it gives.

Other question:

I had a weird situation some days ago, I did a manual "in-depth analysis" of the entire disk and NOD32 suddenly picked up ServU in my windows system:

c:\windows\system32\msnmsgr.exe>>aspack v2.12>>Win32/Servu-deamon

I had mixed feelings here. NOD32 found it, good. NOD32 let it get onto the system, bad.
How can that happen? I've since changed IMON from higher compatibility to higher efficiency for everything. But it worries me something NOD32 knows about got past.

Didn't find anything in my downloads folder that triggered an altert, either.

I sent a sample of the above to Eset but no reply yet (Ok, this was only a few days ago).

 

NOD32 did not detect it before because the sample might not have been added at that time yet. Another possibility is that IMON did not check it for some reason (e.g. if your browser was set to higher compatibility mode) whilst AMON was not set to scan runtime packers.

If a file is already detected by name, there's no need to send it to Eset for analysis unless you are sure it's a false positive.

 

Thanks Marcos. Browser was indeed set to higher compatibility (Firefox 1.0 seems to default to this - hrmpf). I've since changed this setting.

I also managed to get in touch with support again. Seems some emails got lost. Thanks for the help.