Vista - FYI: Eset support tech says HE wouldn't use Eset 3.0 products....

(Since all users of this newsgroup rely on security products, and since I
have new information that would be helpful to those users in choosing a new
security product wisely, I have chosen to post this information here.)

While attemtping to get technical support for Eset's Smart Security suite
3.0, an Eset customer support rep emailed me that he would not use Eset's
new security products.

We had been email each other about problems with Eset's ESS 3.0 and they did
not respond to an email for help until 7 days later and, when they finally
responded via email, they only asked for more info. To add insult to injury
they never called us back (after 3 calls from us and 4 hours on the phone
trying to resolve an issue with file sharing and program blocking) when they
had promised a callback the next day.

Well, what he said when I told him that we could no longer recommend Eset
products due to the problems and horrid customer support exactly was "Hi
Jim, that is a pity, I guess you will be doing the same thing with every
brand new piece of software that is launched. Like I said, this is why I
personally never install "new" software as soon as it is available."

This little gem was in response to my objections to waiting 7 days for a
response from tech support when we had a customer having problems their
products after installing them based on our recommendations. I also
informed him that we had long since solved the issue (not being a company to
keep our clients waitng 7 days for a resolution - much less a response) by
uninstalling Eset products and having to re-install a PC.

So, the tech support reps at Eset don't eat their own dog food and get
pissed when you stop using products that break your networking? That's just
sad.

When asked about the red threat screens that offer no "delete" or
"quarantine" buttons and do not indicate that Eset's software has dealth
with the threat, he stated that they knew about the problems and were
"tryiing to get their coders to do something about it".

What the hell? "Trying to get their coders to do something about it"?
Who's running Eset that they must "try and get their coders to do
something"?

Anyway...we do not use or recommend Eset products at this time. It is a
shame as their NOD32 product (pre 3.0) was a good little product.
(Sometimes it blocked apps with no warning, but we could live with that
because it blocked threats so well.)

But, when it stops local file sharing, blocks mission critical applications
and you must wait 7 days to get a pissy email from Eset that still has no
bearing on a solution to the problem it's time to re-evaluate your selected
security software - and that's exactly what we are doing.

We suggest that you do the same.

jim

"jim" <jim@xxxxxx> wrote in message
news:FnQmj.82860$K27.54780@xxxxxx
That's a pretty serious claim. Could you post a copy of the email including
the headers to back it up?

--
Kerry Brown
Microsoft MVP - Shell/User
http://www.vistahelp.ca/phpBB2/

"Kerry Brown" <kerry@xxxxxx-tems.c*a*m> wrote in message
news:FFDF8CA7-9599-4D1B-ADC3-E13CA8E2700D@xxxxxx
Here it is (with my email obscured - no that I already am not swimming in
spam...I'd just like to keep from swimming out any further if possible).

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Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
From: ESET Customer Care <ccreply@xxxxxx>
Reply-To:
ESET Customer Care
<cases.438708.92694_3177728_2699261.2f44561a2d@xxxxxx>
To: jim@***********.net
Subject: ESET Support Case Update: 78149 - Cannot share folders using NOD32
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From: ESET Customer Care [ccreply@xxxxxx]
Sent: Thursday, January 24, 2008 9:46 PM
To: jim@***********.net
Subject: ESET Support Case Update: 78149 - Cannot share folders using NOD32


Update for Case #78149 - "Cannot share folders using NOD32"
An ESET Customer Care Representative has updated this case with the
following information:
Hi Jim, that is a pity, I guess you will be doing the same thing with every
brand new piece of software that is
launched. Like I said, this is why I personally never install "new" software
as soon as it is available.

Thank you for contacting ESET.

ESET Technical Support

EAV 3.0 Tutorial: http://www.wilderssecurity.com/showthread.php?t=197509

24hr ESET Support Forum -
http://www.wilderssecurity.com/forumdisplay.php?f=15

To respond, simply reply to this e-mail.

--------------------------------------------------------------------------------------

jim

"jim" <jim@xxxxxx> wrote in message
news:1gRmj.60809$vt2.29915@xxxxxxWhere is mta8.brinkster.com located?
Jim

That is not surprising from what I read on their support forum. There is a
lot of "3.0 sucks, I'm going back to 2.7!" posts on there (kind of reminds
me of another situation, lol).

"jim" <jim@xxxxxx> wrote in message
news:FnQmj.82860$K27.54780@xxxxxx

"Jim" <j.n@xxxxxx> wrote in message
news:xFSmj.763$R84.359@xxxxxxBrinkster could probably tell you - www.brinkster.com .

jim

If you're referring to the Wilders Security Forums at
http://www.wilderssecurity.com/forumdisplay.php?f=15, those are generally a
joke. If you really get serious and try and post emails from Eset, they'll
be blocked.

The Wilders TOS says in part "You agree, through your use of this forum,
that you will not post any material which is false, defamatory, inaccurate,
abusive, vulgar, hateful, harassing, obscene, profane, sexually oriented,
threatening, invasive of a person's privacy, or in violation of ANY law.
This is not only a forum policy, but legal action can be taken against you
in accordance with appropriate law. This restricts the public posting of any
private communications without the express permission of all parties
involved in that communication, whether those be emails, instant message
logs or any form of private messages."

So, you can't even warn other Wilders users of the problems that you are
experiencing with Eset by using Esets own emails. It's more of a front for
the company than an actual forum.

I really didn't have a problem with the fact that the software had a bug or
two....what software doesn't?

My main problem stemmed from my telling them that a client of ours was
having a problem with Eset and Peachtree Accounting and not getting the
support I needed to support my client. I can't tell my client to sptop
using their accounting software for 7+ days while Eset sends me another
request for documentation of the problem. Why doesn't the software have
this logging feature built in?

Add to that not calling me back as promised, acting like they couldn't
control the coders, no solution to the threat screens that allowed no action
from the user, and the tech's own distrust of his company's software and
what else could I do but find something else to use?

The most disturbing part of the whole thing was their attitude towards the
customer (me). It was as if I was the problem. They basically blamed me
for installing the new software that they put on their website.

While I expect bugs from new Microsoft software, I expect security software
companies to (a) do a better job than Microsoft in vetting software before
public release and (b) to stick by the companies that are recommending and
installing their software.

Eset failed on both counts.

jim


"Mitch" <midway40@xxxxxx> wrote in message
news:9F7E45FB-1AF9-4C06-B9BE-08444FC3DAD3@xxxxxx

Oh you do know about Wilders. Yes I was referring to that forum. I do not
read the Eset subforum much as I use McAfee (mostly stay in the Other
Antiviruses section) but I noticed the fore mentioned headers down at the
bottom where the "recent posts" are. I have used NOD32 in the past but
opted for a more "hands off-ish" solution. I have noticed about the
dictatorial policies of that forum but it has never really applied to me as
a non-Eset user (well just say it hasn't touched me yet). Besides, it is
their forum so they run it as they like whether you agree with the policies
or not.

Anyway I do sympathize with your plight. I guess Eset has been on the top
so long they have forgotten what it is like to be on the bottom. If they
keep this up they will soon be reacquainted with it.


"jim" <jim@xxxxxx> wrote in message
news:FdTmj.63306$_m.49499@xxxxxx

Hello Jim,

I experienced ESET's abhorrent technical , sales and customer support as well, and agree it is
such a shame for a company that creates and sells such a good AV product, specifically NOD32
2.7, to go so wrong dealing with customers.

In short I had purchased a 2 year-one-computer licence (of NOD32 2.7) via their website here in
Australia. No longer than a few months into the license, my subscription is cancelled, I was not
informed. I had to chase it myself and found out from them, their system had detected that 10 PC
where updating NOD32 2.7 virus definitions from one server. I don't have access to 10 PC's, or
that many friends.

After explaining and justifying myself all over the place, I was being told to ring time after
time to this person, that person to issue me a different login name and password. It never
happened, nor were they going to refund the difference between usage, and termination of service.

But contrary to your tech support suggestion, or advice, I still use NOD32 AV, now 3.0, as I
successfully changed their 30-day trial version, to the NOD32 AV eternity version (initially
version 2.7). I.e, their trial version doesn't expire after 30, it just kept going, and I even
offered it to them. I recently installed NOD32 AV 3.0 with the same intent.

I have informed them of this with an open arm offer, to give me the details of this so called

unlawful distribution of their product, and license infringement they claim to have the details
of, and I will stop using their product. Until then I will see if 3.0 goes on and on like 2.7,
any time they want to come to the table with me they can. Like in your case, they never call
back. That's OK as I'm not waiting, it's no big deal for me, I have a really good AV product.

- WindPipe


jim wrote:

That is somewhat disturbing. Thanks for posting it. I haven't upgraded to
3.0 yet. I may not after seeing this.

--
Kerry Brown
Microsoft MVP - Shell/User
http://www.vistahelp.ca/phpBB2/