Why does ESET not want to help me ??

First - apologies to all of ye "unsuspecting" forum users stumbling on to this one .... but this is my last cry for help as I believe I've exhausted all other avenues

I've been using ESET ESS for a number of years and and quite happy with the product - however on my last renewal my local ESET reseller simply renewed my 2 licenses from the order date and not from the expiration date of the previous licenses ....
No sweat I thought - I wrote to their support email address several times but NO LUCK !
Then I wrote to ESET support - no reply for a couple of weeks .... after a gently reminder they just replied back " Your case has been forwarded to our local sales rep so that they may further assist you in this matter."

Now - what is this ??
I stated that this was the reason for contacting ESET support in the first place

But I wanted to play it nice - waited a couple of weeks ... no joy. Then wrote back requesting an update .. again no joy after 2 weeks time

So here I am ... my last resort: ESET - why do you "steal" a whole month from my license (that I have purchased and paid for) - and totally ignore my pleas for help

//Stone

 

Hello Stone,
I'm sorry to read you got no reply after that long time ! AFAIK that can't normally happen, we will be happy to find out where it is and why it did not get to any support person.
Do you have the support case number which was created for your ticket?
Thank you

 

Hi zamendo,

yes - it is Case #452135 .....
If you need the emails that have gone back and forth please let me know ....

Cheers,
Stone

 

Hi Stone,
I found it, yes it is as you said- we apologize, it seems it was by accident forwarded from overseas to a person who is currently on "vacation" - ill.
I'm going to notify the right person, you should be updated through the case soon.
Thank you again !

 

Hello Stone

Sorry for this delay but your support request post arrived to us just now. We are taking care of fixing this problem with your licence. Apology for that.

Your support request was not found in our database at all, so I can't verify where did you send it. Anyway, your licence was fixed with correct expiry date plus extra as a apology for this mistake. Your software should show the new expiry date within 24 hours.

PS: for a future reference post your customer support enquiry to a support center in your country, to achieve the fastest response.

Regards

J.

 

Hi zamendo & janchi,

first - thanks a mill .... all OK now

@janchi: The whole reason for posting this to ESET directly was that I tried the local support (of the reseller) in my country - which despite numerous tries never even batted an eyelid

Anyways - thanks for the quick resolution

Cheers,
Stone