What is ESET's Refund Policy?

Discussion in 'NOD32 version 2 Forum' started by sockie, May 28, 2007.

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  1. sockie

    sockie Registered Member

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    After getting my computer infected and NOD32 happily not detecting there is a problem, I uninstalled it. Thing is, only 3 days before I renewed my subscription.

    So anyhow, I wanted to find out how to get a refund since I'm withing 30 days of renewing which I thought is pretty much like a purchase.

    I got my license from NOD32 Australia and my online enquiry has not resulted in any replies.
     
  2. Blackspear

    Blackspear Global Moderator

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    You would need to contact the Sales Office in Australia sales @ nod32.com.au however given that no antivirus in the world claims to detect 100% of what's out there 100% of the time and you have used the product and found it to work, I doubt very much that you are entitled to a refund.

    There always has to be a "First" so called lucky person/group to receive a sample before detection, even with NOD32 having the worlds best Heuristic engine (through independent testing at www.av-comparatives.org), it simply can not catch everything generically.

    No antivirus will ever detect 100% of what’s out there 100% of the time, this is simply not plausible. The Trojan ZLOB was on purposely changed several times a day and tested at www.virustotal.com in order to avoid detection. One of the solutions against this was to simply have IMON block all known websites that were purposely infecting users.

    I personally have been the "lucky" person on 3 occasions in 4 years to receive a new virus/trojan. However in saying this I have seen dozens of times, including on the 2nd of October 2006, where NOD32 has detected new outbreaks Heuristically, see the following; the "variant" indicates Heuristic/Generic detection by NOD32, and this particular one is a really nasty worm designed to disable antivirus software.

    __________ NOD32 1.1785 (20061002) Warning __________
    Warning: NOD32 antivirus system found the following in the message:
    Update-KB78-x86.zip - a variant of Win32/Stration worm - quarantined - deleted
    Update-KB78-x86.zip > ZIP > Update-KB78-x86.exe - a variant of Win32/Stration - quarantined – deleted

    Cheers :D
     
  3. sockie

    sockie Registered Member

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    All the antivirus vendors that I can think of (expect ESET?) have a 30 Day Money Back Guarantee. AVG does, Kaspersky does and so does Symantec, definitely. So if ESET doesn't have such a guarantee then I am very disappointed. Bit of money grab really, and unprofessional. I will not be recommending or dealing with ESET or their products again.

    Incidentally, Kaspersky AV is a higher rating product than NOD32 and the TR of Version 7 is leap and bounds ahead of NOD32 and I would argue, ESS.
     
  4. Blackspear

    Blackspear Global Moderator

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    This is not a money grab, you have agreed that you have tested the product and found it to work on your system before purchasing. The refund policy is set by the local Distributors not ESET. As already suggested, you will need to contact the Australian Distributor.

    Blackspear.
     
  5. TJP

    TJP Registered Member

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    Have you sent an email to sales at nod32.com.au? What was the response? (When I emailed them about an issue, their response was fantastic).

    One other detail to remember as the buyer; YOU need to check/ask for the terms & conditions before purchasing anything. There is little point in whining about company X because you've assumed the refund policy will mirror that of other companies.
    I've run the latest TR versions of KAV & KIS and they are phenominal products. RAM usage when idle is unbelieveably low. However, I won't be changing AV's anytime soon...KAV & KIS didn't find anything Nod32 missed & I am more than happy with Eset's product.
     
  6. YeOldeStonecat

    YeOldeStonecat Registered Member

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    It's just software, if you try it, and don't like it, uninstall it, and purchase another.

    Haven't you ever purchased a game for your computer? They're usually twice as expensive as most antivirus products (and Eset is on the low side pricewise)...people purchase them all the time, sometimes barely play for a few hours, don't like..uninstall and shelf it and move on.
     
  7. The_Duality

    The_Duality Registered Member

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    I recently switched to KAV, for no reason other than personal preference, and contacted ESET about a refund.

    The result? No reply... :( Bit bad on the customer service there, but it doesnt really bother me that much, I wont bash them for it because they must receive thousands of e-mails each day! However, i am now out of the 30-day grace period... so no refund for me...
     
  8. webyourbusiness

    webyourbusiness Registered Member

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    To clarify for those here in the USA the refund policy is 30 days. That is laid down by Eset out of San Diego - all of us resellers have to offer the same 30 day refund policy. I know we do - it's not worth the profit on the deal to have a customer who is upset with the refund policy running round giving negative press about the product and the refund policy (ie, doubly upset).

    regards

    Greg
     
  9. Blackspear

    Blackspear Global Moderator

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    This is the key point here, the software was used for at the very least 1 year.

    Blackspear.
     
  10. webyourbusiness

    webyourbusiness Registered Member

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    I noticed that - it's like buying a car, running it to the end of it's life and then asking for a refund right before it claps out ... not likely to receive a refund of ANY kind imo...

    The US policy is 30 days FROM purchase - that's a fairly standard deal across software - we cancel the license, refund the card and no-one loses. If it goes BEYOND 30 days, we have some discretion to go a little further - I recently refused a refund from someone requesting it almost 5 months into the license, but also issued a refund in the same week for someone at 50 days or so into the license based on circumstances relating to this one purchaser.

    As resellers, we have a duty to provide good customer service and care - that doesn't extend to refunding a 99% used software license though!
     
  11. Osaban

    Osaban Registered Member

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    After a disastrous experience with Symantec, I bought Kaspersky AV and their dedicated firewall from a leading distributor in Milan Italy (the year was 2005). I paid 50 Euros (not cheap then). I got a sort of suite that had a blacklisted registration code. Kaspersky not only ignored my e-mails for months on end but they even refused in the end to change the registration code.

    The bottom line: I lost 60 US dollars with Symantec and 60 US dollars with Kaspersky.

    Don't call Eset 'unprofessional', and if you have got your money back from Symantec, AVG, and Kaspersky, then i'd probably think you 'd never be happy with anything.
     
  12. Blackspear

    Blackspear Global Moderator

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    One personal attack removed.

    Blackspear.
     
  13. rodzilla

    rodzilla Registered Member

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    update on the sockie saga

    sockie got his refund about six weeks ago. I guess he just forgot to mention it.

    (Something must have gone wrong with "leap and bounds ahead of NOD32" ... he just bought a new NOD32 license.) :)

    .
     
  14. steve1955

    steve1955 Registered Member

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    Any AV that allows you to get infected is not going to detect the infection!:-if it did it would stop you being infected.(hope you get my drift!)
    This could and does happen with any AV product from time to time,none are perfect,so I personally don't think this is grounds for a refund outside the 30 days in which one seems available for what seems any reason,but(unless I'm misunderstanding something)this user seems to be wanting one just before his 1yr subscrition renews?am I misunderstanding his post?
     
  15. webyourbusiness

    webyourbusiness Registered Member

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    I do - but that's only if you're in a vacuum - you have to rememebr that you can be infected today, get an update overnight and the infection be detected at your next scan or reboot. This is a VERY common situation - threats are found because someone submitted a threat - updates to definitions happen and rolled out to the userbase.

    hth

    Greg
     
  16. codpet

    codpet Registered Member

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    When our network got hit with the Spybot.Worm, no anti-virus picked it up; not one. You can't blame them for not being 100%.

    No one in this world is 100%.

    This is where me being a Network Technician came into play. I had to *work* with Symantec/NOD32/eSafe to get this threat added to their signature database. It took 2-3 days, but it was done.
     
  17. Capp

    Capp Registered Member

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    I have to say that I am possibly over-confident in NOD32's ability to detect unknowns. I have an email account that I received hundreds, yes hundreds, of spam messages and viruses every day. Its my junk mail account I use for those useless registration websites.

    I check the logs daily and I see the "probable unknown ....heuristics..." Message a few times a month. I always submit these to Eset or transfer them through threatnet. That, to me, is worth its weight in gold.

    Like I said, it kinda makes me cocky when talking about it to other people. :D;)
     
  18. Blackspear

    Blackspear Global Moderator

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    Ladies and Gentlemen, back to the topic at hand please.

    Cheers

    Blackspear.
     
  19. NOD32 user

    NOD32 user Registered Member

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    If
    • I have downloaded and tested a fully function NOD32 trial to check that
      • I am satisfied that the software is working properly on my system
      • and is suitable for my requirements
      for 30 days before I purchase,
    • and there is no claim that the product will detect 100% of threats 100% of the time
    • and the information provided clearly indicates that fact also applies to NOD32
    • and by agreeing to purchase I admit that the preceding points are true
    then by what reasonable justification could I or anyone else who has done so expect a refund to be considered?

    I am glad for the OP that clearly their issue has been thoroughly resolved to their aparent satisfaction since they have also now purchased a new licence.
    I'm also glad for those that prefer to feel their informed and trialed deciscion to purchase should be reversible may wish to purchase elsewhere or not at all, but I would be even gladder for people to just realise the truth.

    Cheers :)
     
  20. sockie

    sockie Registered Member

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    Actually in Australia the refund policy is overridden by the ACCC.

    http://www.accc.gov.au/content/index.phtml/itemId/268478/fromItemId/8135

    I am drafting a letter to the ACCC as I feel NOD32 Australia's refund policy is not inline with the ACCC refund policy which is law in this country, a complaint has also been loged to the Office of Fair Trading Queensland re: second refund. Thanks

    Also by blocking my email and not responding to issues with NOD32, NOD32 Australia has broken their agreement with me to provide support. In turn a refund is the only fair solution.
     
  21. The Hammer

    The Hammer Registered Member

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    It will be interesting to see how this plays out. I hope someone with knowledge of the outcome posts back at the appropriate time.
     
  22. Triple Helix

    Triple Helix Webroot Product Advisor

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    I think this is person is out of control as this is a Official NOD32 Technical Support Forum if you have a Sales problem you should contact the vendor not blab it all over here. :rolleyes:

    TH
     
  23. sockie

    sockie Registered Member

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    I'll keep the forum updated unless I get banned, which is likely.

    ACCC Complaint lodged Re: Sales and Refund Policy.
     
  24. Blackspear

    Blackspear Global Moderator

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    Let's have a look at those points shall we:

    * are not of merchantable quality (i.e. a basic level of quality that would be reasonable to expect)
    Not applicable. The Product is of merchantable quality, as attested by millions of users worldwide.

    * are unfit for any purpose you made known to the seller, or can be inferred from the type of goods
    Not applicable. The product is fit for its purpose and does so very effectively.

    * don't match any description given of the goods (this would include corresponding with a photograph of the good)
    Not applicable. Description given.

    * are not free from defects.
    Not applicable. Product works as described.


    And how exactly have you determined that they are "blocking" your email o_O :rolleyes:

    Blackspear.
     
  25. NOD32 user

    NOD32 user Registered Member

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    You are of course free to do so, but having just read the ACCC page you linked to very carefully, IMHO not any of the four 'may be entitled to compensation' triggers mentioned can possibly apply given the points mentioned in my previous post in this thread (save repeating them again here).

    I certainly don't feel the need, but I would certainly be prepared 'discuss' the point with the ACCC should the need arise.

    Cheers :)

    edit: Further reading
    The following is quoted from the ACCC document 'Warranties & refunds'
    http://www.accc.gov.au/content/index.phtml/itemId/322947/fromItemId/653915
     
    Last edited: Jul 26, 2007
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