What is ESET's Refund Policy?

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

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  1. The Hammer

    The Hammer Registered Member

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    1. sockie talks about a computer being infected which is a frequent topic here. 2.He also talks about the refund and licencing policy which is also discussed here from time to time. He also mentions an alledged lack of response from a vendor which is a topic now and then. So while I don't agree with the sockie regarding a refund, regulatory authorities have been known to surprise from time to time and I'd be interested in their view of this matter should they deem it appropriate to look into it as sockie apparently is asking them to do. Also the responses to sockie have thus far been reasonably correct and if the mods felt as you do the thread would have been closed.
     
    Last edited: Jul 27, 2007
  2. rodzilla

    rodzilla Registered Member

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    sockie strikes again!

    ~
    sockie made his debut as an Instant Antivirus Guru on Wilders on 15 May 2007, namedropping Avira, F-Prot, F-Secure, Kaspersky, Norton, Bit Defender, AVG, Ewido, NOD32 and ESS ... and within the space of TWO DAYS of his arrival made the following memorable pontifications:

    Jump forward a couple of weeks and we get into his "NOD32 refund" crap. After rubbishing ESET and the program and saying his request for a refund was being ignored, sockie didn't even have the common courtesy to let the forum know NOD32 Australia did reply to his email and that he did receive a refund!

    But wait! ... there's more to come! (email addresses are deliberately obfuscated ... only imbeciles post other peoples' email address in spiderable format on public forums!)

    Six weeks later, when sockie ordered another NOD32 license online, he was sent the following email:

    Obviously that email wasn't clear enough for sockie to understand. Two weeks later he wrote:

    to which I replied:

    Next we read on Wilders:

    Judging by the post below, sockie appears to be something of an expert on the refund policies of antivirus vendors ...

    ... but whether or not he's an expert on ACCC and OFT refund policies remains to be seen.

    "blocking my email" ?

    sockie's emails sent from adam.com.au arrived OK, but emails he sent from live.com.au/msn.com/hotmail were consigned to the trashcan by our idiot filter as probable spam.

    "Not responding to issues with NOD32" ?

    "It has let my computer get infected. It is a faulty product and unfit for sale." is not an "issue". Had that been said by an inexperienced newbie then I'd consider it an unrealistic performance expectation, but coming from an obvious Antivirus Guru like suckie, I consider it outright stupidity!

    sockie's "reason" for wanting a second refund is so ridiculous, it's laughable ... more than 25 million users worldwide would disagree with his "faulty product and unfit for sale" claptrap!

    He certainly doesn't deserve another refund in view of his history and the circumstances ... and I don't believe he's entitled to one under ACCC and OFT guidelines.
    ~
     
    Last edited by a moderator: Jul 31, 2007
  3. trjam

    trjam Registered Member

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    Ban him.:thumbd:
     
  4. Inspector Clouseau

    Inspector Clouseau AV Expert

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    Hey Rod :D

    Now that's really ridiculous asking for a 2nd refund. I mean if you don't like a product (for whatever reasons) you just stay away from that product, ask for a refund and that's it. Instead of this people need to publish their anger all over the internet. Software is a product which u can change daily. I assume you wouldn't do that with your car or with your house. The problem is that < $50 products make it possible to "fool around with it" and later complain about it. If you would have to pay significant more for software you wouldn't jump around from one program to another. Especially in Security Software that's the problem since it dropped in price constantly over the years due to competition.

    The real reason is that people don't evaluate it enough before they buy something. I pointed out already why: It's "cheap" so in worst case we only waste about 30 to 50 Dollars (similar to a saturday night out)
    Meanwhile they try something else and the "old" program is just sitting as installation file somewhere. Then there is this thought why should i waste 30 dollars, just let's get it back. And the game goes on like this. What people don't understand is that switching constantly AV solutions is even worse than having only a "average" program (not saying that NOD32 is average, it's just an example) installed. EVERY AV program will miss something. So basically you could refund EVERY av program weekly. The thing is how IMPORTANT is this missed thing? Now lets speak frankly, assuming i would have a network and the whole network got infected by rapid circulating worm or whatever i would seriously give first a warning to the vendor telling him that if that happens again he's out. (Depending on the drama how much damage and extra work was done maybe without a warning) HOWEVER... if i would find some strange "Spyware" i would submit the file to the vendor AS CUSTOMER. Usually customer submissions getting much higher priority in *EVERY* av company than just "undetected virus collector submission". That is because you want to show your customers that YOU DO CARE about them! First Customers, then Trial Users, then a long time nothing and then "Freak Submissions". We handle that here in our company exactly the same way and since i worked some time ago for ESET i can confirm that this is also the case for ESET. And that is the only way to go. Otherwise you put your priorities wrong and let your customers down. That said: Instead of complaining and asking for refund send the not detected samples to the vendor.
     
  5. Inspector Clouseau

    Inspector Clouseau AV Expert

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    Then you make the drama even worse. He'll do *anything* to misscredit "you" (seen as product) in every possible situation.
     
  6. sockie

    sockie Registered Member

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    On the advice of the ACCC I have a letter of demand, however once again email sent has bounced from your server.

    -
    The original message was received at Thu, 2 Aug 2007 17:42:34 +1000
    from imap1.mail.adnap.net.au

    ~snip~ Blackspear

    Can I be advised what email I am to send it to?

    -

    After calling NOD32 Australia I am convinced the "manager" running the operations is of very poor character.

    I will be contacting ESET not NOD32 Australia, in writing and lodging my complaints.

    The person I spoke too, calmly and rationally; certainly did not respond professionally or fairly.

    I was treated to yelling, insults and unfounded allegations. I requested that the person give me his name 3 times. Not once was my question answered. At the end of the verbal abuse I received the phone was slammed down.

    Your Sir run a very shady operation. Very shady indeed.

    Now I have a letter that I have been advised to forward to you. What email shall I send it to.

    Shame, Shame, Shame.
     
    Last edited by a moderator: Aug 2, 2007
  7. sockie

    sockie Registered Member

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    If you overheard the sort of abuse server out by NOD32 Australia and the insults I think you may realise that "who ever" I spoke to does not need to be disscredited or misscredited. He did that very well himself.
     
  8. Marcos

    Marcos Eset Staff Account

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    It looks to me this thread has turned into a battle between Sockie and the Australian distributor so I'll better draw it to a close to prevent further mutual attacks.
     
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