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

[Jim]

(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
****ed 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 ****y 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

[Kerry Brown]

"jim" > wrote in message
. ..
> (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.


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/

[Jim]

"Kerry Brown" *a*m> wrote in message
...
> "jim" > wrote in message
> . ..
>> (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.
>
>
> 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/


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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Message-ID:
>
Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
From: ESET Customer Care >
Reply-To:
ESET Customer Care
<cases.438708.92694_3177728_2699261.2f44561a2d@case s.netsuite.com>
To:
Subject: ESET Support Case Update: 78149 - Cannot share folders using NOD32
MIME-Version: 1.0
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Content-Transfer-Encoding: quoted-printable
X-NetSuite: 438708; a.j52.sv

From: ESET Customer Care ]
Sent: Thursday, January 24, 2008 9:46 PM
To:
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

[Spanky deMonkey[_6_]]

Thank you for keeping the "Just FYI" movement going. Just FYI


"jim" > wrote in message
. ..
> (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
> ****ed 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 ****y 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
>

[Colin Barnhorst[_2_]]

FYI = For Your Irritation

"Spanky deMonkey" > wrote in message
...
> Thank you for keeping the "Just FYI" movement going. Just FYI
>
>
> "jim" > wrote in message
> . ..
>> (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
>> ****ed 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 ****y 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" > wrote in message
. ..
>
> "Kerry Brown" *a*m> wrote in message
> ...
>> "jim" > wrote in message
>> . ..
>>> (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.
>>
>>
>> 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/
>
>
> 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).
>
> --------------------------------------------------------------------------------------
>
> Received: from localhost (localhost.localdomain [127.0.0.1])
> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
> X-Virus-Scanned: amavisd-new at
> X-Spam-Flag: NO
> X-Spam-Score: -0.788
> X-Spam-Level:
> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
> tests=[AWL=0.256,
> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
> MIME_HTML_ONLY=1.457]
> Received: from mta8.brinkster.com ([127.0.0.1])
> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
> Received: from nmail1.netledger.com (nmail1.netledger.com [63.209.28.219])
> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
> for ; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
> Message-ID:
> >
> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
> From: ESET Customer Care >
> Reply-To:
> ESET Customer Care
> <cases.438708.92694_3177728_2699261.2f44561a2d@case s.netsuite.com>
> To:
> Subject: ESET Support Case Update: 78149 - Cannot share folders using
> NOD32
> MIME-Version: 1.0
> Content-Type: text/html; charset=UTF-8
> Content-Transfer-Encoding: quoted-printable
> X-NetSuite: 438708; a.j52.sv
>
> From: ESET Customer Care ]
> Sent: Thursday, January 24, 2008 9:46 PM
> To:
> 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
>
Where is mta8.brinkster.com located?
Jim

[Mitch]

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" > wrote in message
. ..
> (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
> ****ed 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 ****y 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" > wrote in message
. ..
>
> "jim" > wrote in message
> . ..
>>
>> "Kerry Brown" *a*m> wrote in message
>> ...
>>> "jim" > wrote in message
>>> . ..
>>>> (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.
>>>
>>>
>>> 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/
>>
>>
>> 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).
>>
>> --------------------------------------------------------------------------------------
>>
>> Received: from localhost (localhost.localdomain [127.0.0.1])
>> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
>> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
>> X-Virus-Scanned: amavisd-new at
>> X-Spam-Flag: NO
>> X-Spam-Score: -0.788
>> X-Spam-Level:
>> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
>> tests=[AWL=0.256,
>> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
>> MIME_HTML_ONLY=1.457]
>> Received: from mta8.brinkster.com ([127.0.0.1])
>> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
>> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
>> Received: from nmail1.netledger.com (nmail1.netledger.com
>> [63.209.28.219])
>> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
>> for ; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
>> Message-ID:
>> >
>> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
>> From: ESET Customer Care >
>> Reply-To:
>> ESET Customer Care
>> <cases.438708.92694_3177728_2699261.2f44561a2d@case s.netsuite.com>
>> To:
>> Subject: ESET Support Case Update: 78149 - Cannot share folders using
>> NOD32
>> MIME-Version: 1.0
>> Content-Type: text/html; charset=UTF-8
>> Content-Transfer-Encoding: quoted-printable
>> X-NetSuite: 438708; a.j52.sv
>>
>> From: ESET Customer Care ]
>> Sent: Thursday, January 24, 2008 9:46 PM
>> To:
>> 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
>>
> Where is mta8.brinkster.com located?
> Jim

Brinkster could probably tell you - www.brinkster.com .

jim

[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" > wrote in message
...
> 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" > wrote in message
> . ..
>> (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
>> ****ed 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 ****y 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
>>
>

[Mitch]

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" > wrote in message
.. .
> 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" > wrote in message
> ...
>> 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" > wrote in message
>> . ..
>>> (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
>>> ****ed 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 ****y 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
>>>
>>
>
>

[WindPipe]

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:
> (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
> ****ed 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 ****y 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
>
>

[Alan]

> Where is mta8.brinkster.com located?
> Jim
>

Here's what I just found at
http://centralops.net/co/DomainDossier.aspx?addr=mta8.brinkster.com&dom_whois=true&dom_dns=true&net_whois=true&x=13&y=11

Alan

++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++

Domain Dossier Investigate domains and IP addresses
domain or IP address
domain whois record DNS records traceroute
network whois record service scan

user: 24.34.xxx.yyy [anonymous] 49/50
log in | get account

New: See daily test results of online hosting providers.
Address lookup
canonical name mta8.brinkster.com.
aliases
addresses 65.182.109.77


Domain Whois record
Queried whois.internic.net with "dom brinkster.com"...

Whois Server Version 1.3

Domain names in the .com and .net domains can now be registered
with many different competing registrars. Go to http://www.internic.net
for detailed information.

Domain Name: BRINKSTER.COM
Registrar: DOTSTER, INC.
Whois Server: whois.dotster.com
Referral URL: http://www.dotster.com
Name Server: NS1.BRINKSTER.COM
Name Server: NS2.BRINKSTER.COM
Status: clientTransferProhibited
Status: clientUpdateProhibited
Status: clientDeleteProhibited
Updated Date: 25-jan-2008
Creation Date: 12-jul-2000
Expiration Date: 12-jul-2009





Queried whois.dotster.com with "brinkster.com"...



Registrant:
Brinkster Communications Corporation
2875 Sabre St
Suite 200
Virginia Beach, VA 23456
US

Registrar: DOTSTER
Domain Name: BRINKSTER.COM
Created on: 12-JUL-00
Expires on: 12-JUL-09
Last Updated on: 25-JAN-08

Administrative Contact:
Master, Host
Brinkster Communications Corporation
2875 Sabre St
Suite 200
Virginia Beach, VA 23456
US
757-222-3424

Technical Contact:
Master, Host
Brinkster Communications Corporation
2875 Sabre St
Suite 200
Virginia Beach, VA 23456
US
757-222-3424


Domain servers in listed order:
NS1.BRINKSTER.COM
NS2.BRINKSTER.COM

End of Whois Information

Network Whois record
Queried whois.arin.net with "65.182.109.77"...

OrgName: Brinkster Communications Corporation
OrgID: BCC-134
Address: 885 Kempsville Road
Address: Suite 309
City: Norfolk
StateProv: VA
PostalCode: 23502
Country: US

NetRange: 65.182.96.0 - 65.182.111.255
CIDR: 65.182.96.0/20
NetName: ORF-BRINKSTER-COM
NetHandle: NET-65-182-96-0-1
Parent: NET-65-0-0-0-0
NetType: Direct Allocation
NameServer: NS1.BRINKSTER.COM
NameServer: NS2.BRINKSTER.COM
Comment:
RegDate: 2003-12-12
Updated: 2007-07-30

RTechHandle: TMP10-ARIN
RTechName: Paradiso, Troy M
RTechPhone: +1-480-388-3730
RTechEmail:

OrgTechHandle: TMP10-ARIN
OrgTechName: Paradiso, Troy M
OrgTechPhone: +1-480-388-3730
OrgTechEmail:

# ARIN WHOIS database, last updated 2008-01-26 19:10
# Enter ? for additional hints on searching ARIN's WHOIS database.

DNS records
name class type data time to live
mta8.brinkster.com IN A 65.182.109.77 3600s (01:00:00)
brinkster.com IN SOA server: ns1.brinkster.com
email: hostmaster.brinkster.com
serial: 2880452325
refresh: 900
retry: 600
expire: 86400
minimum ttl: 3600
3600s (01:00:00)
brinkster.com IN NS ns2.brinkster.com 3600s (01:00:00)
brinkster.com IN NS ns1.brinkster.com 3600s (01:00:00)
brinkster.com IN A 65.182.102.190 3600s (01:00:00)
brinkster.com IN MX preference: 10
exchange: mail.brinkster.com
3600s (01:00:00)
brinkster.com IN MX preference: 20
exchange: mailphx.brinkster.com
3600s (01:00:00)
77.109.182.65.in-addr.arpa IN PTR mta8.brinkster.com 3600s (01:00:00)

-- end --
URL for this output | return to CentralOps.net, a service of Hexillion

[Kerry Brown]

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/

[Jim]

"jim" > wrote in message
.. .
>
> "Jim" > wrote in message
> . ..
>>
>> "jim" > wrote in message
>> . ..
>>>
>>> "Kerry Brown" *a*m> wrote in message
>>> ...
>>>> "jim" > wrote in message
>>>> . ..
>>>>> (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.
>>>>
>>>>
>>>> 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/
>>>
>>>
>>> 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).
>>>
>>> --------------------------------------------------------------------------------------
>>>
>>> Received: from localhost (localhost.localdomain [127.0.0.1])
>>> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
>>> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
>>> X-Virus-Scanned: amavisd-new at
>>> X-Spam-Flag: NO
>>> X-Spam-Score: -0.788
>>> X-Spam-Level:
>>> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
>>> tests=[AWL=0.256,
>>> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
>>> MIME_HTML_ONLY=1.457]
>>> Received: from mta8.brinkster.com ([127.0.0.1])
>>> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
>>> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
>>> Received: from nmail1.netledger.com (nmail1.netledger.com
>>> [63.209.28.219])
>>> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
>>> for ; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
>>> Message-ID:
>>> >
>>> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
>>> From: ESET Customer Care >
>>> Reply-To:
>>> ESET Customer Care
>>> <cases.438708.92694_3177728_2699261.2f44561a2d@case s.netsuite.com>
>>> To:
>>> Subject: ESET Support Case Update: 78149 - Cannot share folders using
>>> NOD32
>>> MIME-Version: 1.0
>>> Content-Type: text/html; charset=UTF-8
>>> Content-Transfer-Encoding: quoted-printable
>>> X-NetSuite: 438708; a.j52.sv
>>>
>>> From: ESET Customer Care ]
>>> Sent: Thursday, January 24, 2008 9:46 PM
>>> To:
>>> 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
>>>
>> Where is mta8.brinkster.com located?
>> Jim
>
> Brinkster could probably tell you - www.brinkster.com .
>
> jim
>
I do not need to know. My point is "why would an eset technician not post
from eset's domain?"
Jim

[Jim]

"Jim" > wrote in message
...
>
> "jim" > wrote in message
> .. .
>>
>> "Jim" > wrote in message
>> . ..
>>>
>>> "jim" > wrote in message
>>> . ..
>>>>
>>>> "Kerry Brown" *a*m> wrote in message
>>>> ...
>>>>> "jim" > wrote in message
>>>>> . ..
>>>>>> (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.
>>>>>
>>>>>
>>>>> 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/
>>>>
>>>>
>>>> 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).
>>>>
>>>> --------------------------------------------------------------------------------------
>>>>
>>>> Received: from localhost (localhost.localdomain [127.0.0.1])
>>>> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
>>>> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
>>>> X-Virus-Scanned: amavisd-new at
>>>> X-Spam-Flag: NO
>>>> X-Spam-Score: -0.788
>>>> X-Spam-Level:
>>>> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
>>>> tests=[AWL=0.256,
>>>> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
>>>> MIME_HTML_ONLY=1.457]
>>>> Received: from mta8.brinkster.com ([127.0.0.1])
>>>> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
>>>> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
>>>> Received: from nmail1.netledger.com (nmail1.netledger.com
>>>> [63.209.28.219])
>>>> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
>>>> for ; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
>>>> Message-ID:
>>>> >
>>>> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
>>>> From: ESET Customer Care >
>>>> Reply-To:
>>>> ESET Customer Care
>>>> <cases.438708.92694_3177728_2699261.2f44561a2d@case s.netsuite.com>
>>>> To:
>>>> Subject: ESET Support Case Update: 78149 - Cannot share folders using
>>>> NOD32
>>>> MIME-Version: 1.0
>>>> Content-Type: text/html; charset=UTF-8
>>>> Content-Transfer-Encoding: quoted-printable
>>>> X-NetSuite: 438708; a.j52.sv
>>>>
>>>> From: ESET Customer Care ]
>>>> Sent: Thursday, January 24, 2008 9:46 PM
>>>> To:
>>>> 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
>>>>
>>> Where is mta8.brinkster.com located?
>>> Jim
>>
>> Brinkster could probably tell you - www.brinkster.com .
>>
>> jim
>>
> I do not need to know. My point is "why would an eset technician not post
> from eset's domain?"
> Jim

While you're figuring that one out, maybe you can also answer for us why
Eset technicians will only show in a forum hosted by Wilders Security Forums
and not one of their own.

I don't know the answer to either question. I can only suggest that you
email their tech support and look at the headers that come back to you and
compare them to mine.

The more I see of Eset's internal workings, the less inclined I am to trust
them.

jim

[Jim]

"Kerry Brown" *a*m> wrote in message
...
> 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/

It's really a sad situation. Version 2.7 was a really good product.
Sometimes itmight block an app without telling you, but you could usually
find it, exempt it and move on.

It seems that they have placed more emphasis on revenue than on product
design and reliability. Not an uncommon mistake in business, but one that
still baffles me.

jim

[Jim]

My domain and mail servers are hosted at Brinkster - if that is any help in
reading the headers.

jim

"Alan" > wrote in message
...
>
>> Where is mta8.brinkster.com located?
>> Jim
>>
>
> Here's what I just found at
> http://centralops.net/co/DomainDossier.aspx?addr=mta8.brinkster.com&dom_whois=true&dom_dns=true&net_whois=true&x=13&y=11
>
> Alan
>
> ++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++
>
> Domain Dossier Investigate domains and IP addresses
> domain or IP address
> domain whois record DNS records traceroute
> network whois record service scan
>
> user: 24.34.xxx.yyy [anonymous] 49/50
> log in | get account
>
> New: See daily test results of online hosting providers.
> Address lookup
> canonical name mta8.brinkster.com.
> aliases
> addresses 65.182.109.77
>
>
> Domain Whois record
> Queried whois.internic.net with "dom brinkster.com"...
>
> Whois Server Version 1.3
>
> Domain names in the .com and .net domains can now be registered
> with many different competing registrars. Go to http://www.internic.net
> for detailed information.
>
> Domain Name: BRINKSTER.COM
> Registrar: DOTSTER, INC.
> Whois Server: whois.dotster.com
> Referral URL: http://www.dotster.com
> Name Server: NS1.BRINKSTER.COM
> Name Server: NS2.BRINKSTER.COM
> Status: clientTransferProhibited
> Status: clientUpdateProhibited
> Status: clientDeleteProhibited
> Updated Date: 25-jan-2008
> Creation Date: 12-jul-2000
> Expiration Date: 12-jul-2009
>
>
>
>
>
> Queried whois.dotster.com with "brinkster.com"...
>
>
>
> Registrant:
> Brinkster Communications Corporation
> 2875 Sabre St
> Suite 200
> Virginia Beach, VA 23456
> US
>
> Registrar: DOTSTER
> Domain Name: BRINKSTER.COM
> Created on: 12-JUL-00
> Expires on: 12-JUL-09
> Last Updated on: 25-JAN-08
>
> Administrative Contact:
> Master, Host
> Brinkster Communications Corporation
> 2875 Sabre St
> Suite 200
> Virginia Beach, VA 23456
> US
> 757-222-3424
>
> Technical Contact:
> Master, Host
> Brinkster Communications Corporation
> 2875 Sabre St
> Suite 200
> Virginia Beach, VA 23456
> US
> 757-222-3424
>
>
> Domain servers in listed order:
> NS1.BRINKSTER.COM
> NS2.BRINKSTER.COM
>
> End of Whois Information
>
> Network Whois record
> Queried whois.arin.net with "65.182.109.77"...
>
> OrgName: Brinkster Communications Corporation
> OrgID: BCC-134
> Address: 885 Kempsville Road
> Address: Suite 309
> City: Norfolk
> StateProv: VA
> PostalCode: 23502
> Country: US
>
> NetRange: 65.182.96.0 - 65.182.111.255
> CIDR: 65.182.96.0/20
> NetName: ORF-BRINKSTER-COM
> NetHandle: NET-65-182-96-0-1
> Parent: NET-65-0-0-0-0
> NetType: Direct Allocation
> NameServer: NS1.BRINKSTER.COM
> NameServer: NS2.BRINKSTER.COM
> Comment:
> RegDate: 2003-12-12
> Updated: 2007-07-30
>
> RTechHandle: TMP10-ARIN
> RTechName: Paradiso, Troy M
> RTechPhone: +1-480-388-3730
> RTechEmail:
>
> OrgTechHandle: TMP10-ARIN
> OrgTechName: Paradiso, Troy M
> OrgTechPhone: +1-480-388-3730
> OrgTechEmail:
>
> # ARIN WHOIS database, last updated 2008-01-26 19:10
> # Enter ? for additional hints on searching ARIN's WHOIS database.
>
> DNS records
> name class type data time to live
> mta8.brinkster.com IN A 65.182.109.77 3600s (01:00:00)
> brinkster.com IN SOA server: ns1.brinkster.com
> email: hostmaster.brinkster.com
> serial: 2880452325
> refresh: 900
> retry: 600
> expire: 86400
> minimum ttl: 3600
> 3600s (01:00:00)
> brinkster.com IN NS ns2.brinkster.com 3600s (01:00:00)
> brinkster.com IN NS ns1.brinkster.com 3600s (01:00:00)
> brinkster.com IN A 65.182.102.190 3600s (01:00:00)
> brinkster.com IN MX preference: 10
> exchange: mail.brinkster.com
> 3600s (01:00:00)
> brinkster.com IN MX preference: 20
> exchange: mailphx.brinkster.com
> 3600s (01:00:00)
> 77.109.182.65.in-addr.arpa IN PTR mta8.brinkster.com 3600s (01:00:00)
>
> -- end --
> URL for this output | return to CentralOps.net, a service of Hexillion
>
>

[Jim]

Richard Marko (Cheif Technology Officer of Eset s.r.o.) has emailed me in an
effort to get to the bottom of this tech support incident.

I am working with him and wil update you as things move along.

jim


"jim" > wrote in message
. ..
> (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
> ****ed 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 ****y 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
>

[Edward W. Thompson]

"Kerry Brown" *a*m> wrote in message
...
> 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/
>
>
I have been using NOD 3 since it was released without problems (WINXP Pro)
You are going to find mal-contents for every piece of software or update
what they say doesn't necessary represent 'main stream' experience.

[Jim]

"Edward W. Thompson" > wrote in message
...
>
> "Kerry Brown" *a*m> wrote in message
> ...
>> 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/
>>
>>
> I have been using NOD 3 since it was released without problems (WINXP Pro)
> You are going to find mal-contents for every piece of software or update
> what they say doesn't necessary represent 'main stream' experience.

Since I support over 200 users and 18 small businesses. In all of those
desktop configurations, perhaps I have run into some things that you are not
using on your WIN XP Pro...just perhaps.

Perhaps these configurations are the source of the problem. We'll likely
never know as I was forced to remove Eset's software due to a lack of
response from technical support in a time frame that would have allowed me
to care for my clients in a timely, professional manner.

As far as calling me a "mal-content" (sic) {"One who is discontented or
dissatisfied.
"}, that is cerainly true. But, at first, it was only true as far as the
service that I got from Eset's technical support staff. And, my continuing
discontentment is due to that experience and their own evaluation of the
software and mistrust of it.

The flippant attitude and complete disregard for the troubles being
experienced by clients running their software is the reason that I have
posted here as a warning to others - NOT simply because a piece of software
had a glitch.

As a programmer of over 21 years, I am well aquainted with the problems one
encounters delivering software to work on the almost limitless
configurations that users will throw at it. I am also well aquainted with
the differences between good customer service and the type that I recieved
from Eset in this instance.

If you disagree, you are certainly welcome to your opinion concerning what
is and what is not 'mainstream experience'. I am simply stating my problems
in using the software and getting competent technical support from Eset - an
experience that I have been told many times now is not all that uncommon.

jim

[Jim]

I just got off the phone with Vladimir Paulen of Eset a few moments ago. He
called me to ask about the tech support issues that I have been reporting
here.

He apologized profusely for the actions of their rogue employee and assured
me that they employee was being dealt with internally.

He explained that while their continued popularity and subsequent doubling
of their customer base has created some growing pains, that was no excuse
for the treatment that I recieved or for an employee making the comments
about the software that he made.

Vladimir asked me to fully explain the issues that I had, not only with the
software, but also with tech support so that he could get to the bottom of
the issues and make sure that Eset's tech support does not suffer as the
company grows.

He has requested an email detailing the issues with the software so that he
can use it to look into the issues and get back to me with a response. He
also asked that I not judege Eset on the actions of a single rogue
employee - who has now been found via the emails that I reported and has
been dealt with internally by Eset.

I told Vladimir that the biggest problem that I had was not the glitches
that I had seen in the new software, but the lack of support for 7 days and
the subsequent emails from tech support staff that were not of a
professional or helpful nature.

I am going to email Vladimir the problems that I have seen with the new ESS
3.0 and NOD32 3.0 products and I will update you on any solutions that we
come up with to the problems.

He was very open to suggestions of adding an "exempt this file" and/or
"exempt this folder" button to the threat screens. He was also aware that
sometimes NOD32 cannot clean infected archived files and shows a red threat
screen with no actions available.

I did suggest that we always be able to quarantine or delete any file that
triggers a red threat screen and that all files deleted also have a copy
placed in a quarantined folder just in case the user did not want the file
deleted, accidentally deleted a needed file or there was a false positive
that triggered the deletion of the file.

I was very impressed with Vladimir's concern mainly over the treatment given
by the tech support personnel, and with his willingness to entertain
suggestions that may help NOD32 continue on it's growth path.

If you have suggestions for the Eset team, please post them here so that I
can make sure that they get to Vladimir and hopefully make NOD32 even better
than the 2.7 version (that I really loved using).

Thanks to Vladimir for the call, and I will update you all with any further
developments.

jim


"jim" > wrote in message
. ..
> Richard Marko (Cheif Technology Officer of Eset s.r.o.) has emailed me in
> an effort to get to the bottom of this tech support incident.
>
> I am working with him and wil update you as things move along.
>
> jim
>
>
> "jim" > wrote in message
> . ..
>> (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
>> ****ed 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 ****y 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]

As an aside, I thought it may help to have newsgroups to discuss specific
software openly and freely.

Accordingly, I have had the good folks at AT&T add the following
newsgroups...

alt.software.antivirus.eset.nod32
alt.software.antivirus.eset.ess
alt.software.antivirus.symantec.norton360
alt.software.graphics.adobe.fireworks
alt.software.graphics.adobe.photoshop

If you agree that this would be a good thing, please ask your news server
wranglers to add them to your newsgroup servers as well.

Who knows....perhaps we can start a real alt hierarchy that deals with
specific software and presents the world with open, accessible forums to
discuss issues, ideas, tips and tricks that deal with specific software
without having to search the web over and without being subject to the
censorship practised in some forums.

If it takes off, my guys and I will donate free software and webpages to
access the newsgroups in a simple, straightforward manner for people that
may not feel quite at home with newsgroups (or even know what they are).

If you'd like other groups added, let me know and I will have them added at
AT&Ts newsgroup servers.

Cheers!

jim



"jim" > wrote in message
...
>I just got off the phone with Vladimir Paulen of Eset a few moments ago.
>He called me to ask about the tech support issues that I have been
>reporting here.
>
> He apologized profusely for the actions of their rogue employee and
> assured me that they employee was being dealt with internally.
>
> He explained that while their continued popularity and subsequent doubling
> of their customer base has created some growing pains, that was no excuse
> for the treatment that I recieved or for an employee making the comments
> about the software that he made.
>
> Vladimir asked me to fully explain the issues that I had, not only with
> the software, but also with tech support so that he could get to the
> bottom of the issues and make sure that Eset's tech support does not
> suffer as the company grows.
>
> He has requested an email detailing the issues with the software so that
> he can use it to look into the issues and get back to me with a response.
> He also asked that I not judege Eset on the actions of a single rogue
> employee - who has now been found via the emails that I reported and has
> been dealt with internally by Eset.
>
> I told Vladimir that the biggest problem that I had was not the glitches
> that I had seen in the new software, but the lack of support for 7 days
> and the subsequent emails from tech support staff that were not of a
> professional or helpful nature.
>
> I am going to email Vladimir the problems that I have seen with the new
> ESS 3.0 and NOD32 3.0 products and I will update you on any solutions that
> we come up with to the problems.
>
> He was very open to suggestions of adding an "exempt this file" and/or
> "exempt this folder" button to the threat screens. He was also aware that
> sometimes NOD32 cannot clean infected archived files and shows a red
> threat screen with no actions available.
>
> I did suggest that we always be able to quarantine or delete any file that
> triggers a red threat screen and that all files deleted also have a copy
> placed in a quarantined folder just in case the user did not want the file
> deleted, accidentally deleted a needed file or there was a false positive
> that triggered the deletion of the file.
>
> I was very impressed with Vladimir's concern mainly over the treatment
> given by the tech support personnel, and with his willingness to entertain
> suggestions that may help NOD32 continue on it's growth path.
>
> If you have suggestions for the Eset team, please post them here so that I
> can make sure that they get to Vladimir and hopefully make NOD32 even
> better than the 2.7 version (that I really loved using).
>
> Thanks to Vladimir for the call, and I will update you all with any
> further developments.
>
> jim
>
>
> "jim" > wrote in message
> . ..
>> Richard Marko (Cheif Technology Officer of Eset s.r.o.) has emailed me in
>> an effort to get to the bottom of this tech support incident.
>>
>> I am working with him and wil update you as things move along.
>>
>> jim
>>
>>
>> "jim" > wrote in message
>> . ..
>>> (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
>>> ****ed 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 ****y 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
>>>
>>
>>
>
>

[Kerry Brown]

That is good news.

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



"jim" > wrote in message
...
>I just got off the phone with Vladimir Paulen of Eset a few moments ago.
>He called me to ask about the tech support issues that I have been
>reporting here.
>
> He apologized profusely for the actions of their rogue employee and
> assured me that they employee was being dealt with internally.
>
> He explained that while their continued popularity and subsequent doubling
> of their customer base has created some growing pains, that was no excuse
> for the treatment that I recieved or for an employee making the comments
> about the software that he made.
>
> Vladimir asked me to fully explain the issues that I had, not only with
> the software, but also with tech support so that he could get to the
> bottom of the issues and make sure that Eset's tech support does not
> suffer as the company grows.
>
> He has requested an email detailing the issues with the software so that
> he can use it to look into the issues and get back to me with a response.
> He also asked that I not judege Eset on the actions of a single rogue
> employee - who has now been found via the emails that I reported and has
> been dealt with internally by Eset.
>
> I told Vladimir that the biggest problem that I had was not the glitches
> that I had seen in the new software, but the lack of support for 7 days
> and the subsequent emails from tech support staff that were not of a
> professional or helpful nature.
>
> I am going to email Vladimir the problems that I have seen with the new
> ESS 3.0 and NOD32 3.0 products and I will update you on any solutions that
> we come up with to the problems.
>
> He was very open to suggestions of adding an "exempt this file" and/or
> "exempt this folder" button to the threat screens. He was also aware that
> sometimes NOD32 cannot clean infected archived files and shows a red
> threat screen with no actions available.
>
> I did suggest that we always be able to quarantine or delete any file that
> triggers a red threat screen and that all files deleted also have a copy
> placed in a quarantined folder just in case the user did not want the file
> deleted, accidentally deleted a needed file or there was a false positive
> that triggered the deletion of the file.
>
> I was very impressed with Vladimir's concern mainly over the treatment
> given by the tech support personnel, and with his willingness to entertain
> suggestions that may help NOD32 continue on it's growth path.
>
> If you have suggestions for the Eset team, please post them here so that I
> can make sure that they get to Vladimir and hopefully make NOD32 even
> better than the 2.7 version (that I really loved using).
>
> Thanks to Vladimir for the call, and I will update you all with any
> further developments.
>
> jim
>
>
> "jim" > wrote in message
> . ..
>> Richard Marko (Cheif Technology Officer of Eset s.r.o.) has emailed me in
>> an effort to get to the bottom of this tech support incident.
>>
>> I am working with him and wil update you as things move along.
>>
>> jim
>>
>>
>> "jim" > wrote in message
>> . ..
>>> (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
>>> ****ed 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 ****y 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
>>>
>>
>>
>
>

[SG[_3_]]

Hi Jim,

Read all these post and to add, people like you with calm intelligent post
can and will get things done. CHEERS to you as well my friend

--
All the best,
SG
"jim" > wrote in message
.. .
> As an aside, I thought it may help to have newsgroups to discuss specific
> software openly and freely.
>
> Accordingly, I have had the good folks at AT&T add the following
> newsgroups...
>
> alt.software.antivirus.eset.nod32
> alt.software.antivirus.eset.ess
> alt.software.antivirus.symantec.norton360
> alt.software.graphics.adobe.fireworks
> alt.software.graphics.adobe.photoshop
>
> If you agree that this would be a good thing, please ask your news server
> wranglers to add them to your newsgroup servers as well.
>
> Who knows....perhaps we can start a real alt hierarchy that deals with
> specific software and presents the world with open, accessible forums to
> discuss issues, ideas, tips and tricks that deal with specific software
> without having to search the web over and without being subject to the
> censorship practised in some forums.
>
> If it takes off, my guys and I will donate free software and webpages to
> access the newsgroups in a simple, straightforward manner for people that
> may not feel quite at home with newsgroups (or even know what they are).
>
> If you'd like other groups added, let me know and I will have them added
> at AT&Ts newsgroup servers.
>
> Cheers!
>
> jim
>
>
>
> "jim" > wrote in message
> ...
>>I just got off the phone with Vladimir Paulen of Eset a few moments ago.
>>He called me to ask about the tech support issues that I have been
>>reporting here.
>>
>> He apologized profusely for the actions of their rogue employee and
>> assured me that they employee was being dealt with internally.
>>
>> He explained that while their continued popularity and subsequent
>> doubling of their customer base has created some growing pains, that was
>> no excuse for the treatment that I recieved or for an employee making the
>> comments about the software that he made.
>>
>> Vladimir asked me to fully explain the issues that I had, not only with
>> the software, but also with tech support so that he could get to the
>> bottom of the issues and make sure that Eset's tech support does not
>> suffer as the company grows.
>>
>> He has requested an email detailing the issues with the software so that
>> he can use it to look into the issues and get back to me with a response.
>> He also asked that I not judege Eset on the actions of a single rogue
>> employee - who has now been found via the emails that I reported and has
>> been dealt with internally by Eset.
>>
>> I told Vladimir that the biggest problem that I had was not the glitches
>> that I had seen in the new software, but the lack of support for 7 days
>> and the subsequent emails from tech support staff that were not of a
>> professional or helpful nature.
>>
>> I am going to email Vladimir the problems that I have seen with the new
>> ESS 3.0 and NOD32 3.0 products and I will update you on any solutions
>> that we come up with to the problems.
>>
>> He was very open to suggestions of adding an "exempt this file" and/or
>> "exempt this folder" button to the threat screens. He was also aware
>> that sometimes NOD32 cannot clean infected archived files and shows a red
>> threat screen with no actions available.
>>
>> I did suggest that we always be able to quarantine or delete any file
>> that triggers a red threat screen and that all files deleted also have a
>> copy placed in a quarantined folder just in case the user did not want
>> the file deleted, accidentally deleted a needed file or there was a false
>> positive that triggered the deletion of the file.
>>
>> I was very impressed with Vladimir's concern mainly over the treatment
>> given by the tech support personnel, and with his willingness to
>> entertain suggestions that may help NOD32 continue on it's growth path.
>>
>> If you have suggestions for the Eset team, please post them here so that
>> I can make sure that they get to Vladimir and hopefully make NOD32 even
>> better than the 2.7 version (that I really loved using).
>>
>> Thanks to Vladimir for the call, and I will update you all with any
>> further developments.
>>
>> jim
>>
>>
>> "jim" > wrote in message
>> . ..
>>> Richard Marko (Cheif Technology Officer of Eset s.r.o.) has emailed me
>>> in an effort to get to the bottom of this tech support incident.
>>>
>>> I am working with him and wil update you as things move along.
>>>
>>> jim
>>>
>>>
>>> "jim" > wrote in message
>>> . ..
>>>> (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
>>>> ****ed 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 ****y 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
>>>>
>>>
>>>
>>
>>
>
>

[Edward W. Thompson]

"jim" > wrote in message
. ..
>
> "Edward W. Thompson" > wrote in message
> ...
>>
>> "Kerry Brown" *a*m> wrote in message
>> ...
>>> 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/
>>>
>>>
>> I have been using NOD 3 since it was released without problems (WINXP
>> Pro) You are going to find mal-contents for every piece of software or
>> update what they say doesn't necessary represent 'main stream'
>> experience.
>
> Since I support over 200 users and 18 small businesses. In all of those
> desktop configurations, perhaps I have run into some things that you are
> not using on your WIN XP Pro...just perhaps.
>
> Perhaps these configurations are the source of the problem. We'll likely
> never know as I was forced to remove Eset's software due to a lack of
> response from technical support in a time frame that would have allowed me
> to care for my clients in a timely, professional manner.
>
> As far as calling me a "mal-content" (sic) {"One who is discontented or
> dissatisfied.
> "}, that is cerainly true. But, at first, it was only true as far as the
> service that I got from Eset's technical support staff. And, my
> continuing discontentment is due to that experience and their own
> evaluation of the software and mistrust of it.
>
> The flippant attitude and complete disregard for the troubles being
> experienced by clients running their software is the reason that I have
> posted here as a warning to others - NOT simply because a piece of
> software had a glitch.
>
> As a programmer of over 21 years, I am well aquainted with the problems
> one encounters delivering software to work on the almost limitless
> configurations that users will throw at it. I am also well aquainted with
> the differences between good customer service and the type that I recieved
> from Eset in this instance.
>
> If you disagree, you are certainly welcome to your opinion concerning what
> is and what is not 'mainstream experience'. I am simply stating my
> problems in using the software and getting competent technical support
> from Eset - an experience that I have been told many times now is not all
> that uncommon.
>
> jim
I take your point but the service you received but it may well be related to
locality. I assume you are referring to responses to queries to an Eset US
Office. My experience is that questions directed to the UK Eset offices are
promptly and courteously addressed. Further, NOD32 ver 3 has been available
for some time now and this is the first time I have seem a post relating to
problems with it. So perhaps you are experiencing a problem specific to
certain machines alternatively I may be living in 'lah lah land'!

If, as I suspect, your problems are machine specific then it would seem that
the problem rests with the machine configuration, or conflict with other
software, rather than NOD32. As you seem to have access to a range of
machines, have you replicated the problem on a machine cleaned of other
software?

I believe Eset is a responsible Company and consider it most unlikely that
they would ignore a programming problem with their software, as you suggest.

As for warning the usenet community of your experiences concerning the
inadequacy of Eset software, you must be a very busy person if you apply the
same diligence to other software and their representatives. I find warnings
that are non specific as nothing but 'spam'. I also take great exception to
your story that an unnamed person employed by Eset advised not to use their
software. Do you really think any sensible person is going to give credence
to that?

[Jim]

"Edward W. Thompson" > wrote in message
...
>
> "jim" > wrote in message
> . ..
>>
>> "Edward W. Thompson" > wrote in message
>> ...
>>>
>>> "Kerry Brown" *a*m> wrote in message
>>> ...
>>>> 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/
>>>>
>>>>
>>> I have been using NOD 3 since it was released without problems (WINXP
>>> Pro) You are going to find mal-contents for every piece of software or
>>> update what they say doesn't necessary represent 'main stream'
>>> experience.
>>
>> Since I support over 200 users and 18 small businesses. In all of those
>> desktop configurations, perhaps I have run into some things that you are
>> not using on your WIN XP Pro...just perhaps.
>>
>> Perhaps these configurations are the source of the problem. We'll likely
>> never know as I was forced to remove Eset's software due to a lack of
>> response from technical support in a time frame that would have allowed
>> me to care for my clients in a timely, professional manner.
>>
>> As far as calling me a "mal-content" (sic) {"One who is discontented or
>> dissatisfied.
>> "}, that is cerainly true. But, at first, it was only true as far as the
>> service that I got from Eset's technical support staff. And, my
>> continuing discontentment is due to that experience and their own
>> evaluation of the software and mistrust of it.
>>
>> The flippant attitude and complete disregard for the troubles being
>> experienced by clients running their software is the reason that I have
>> posted here as a warning to others - NOT simply because a piece of
>> software had a glitch.
>>
>> As a programmer of over 21 years, I am well aquainted with the problems
>> one encounters delivering software to work on the almost limitless
>> configurations that users will throw at it. I am also well aquainted
>> with the differences between good customer service and the type that I
>> recieved from Eset in this instance.
>>
>> If you disagree, you are certainly welcome to your opinion concerning
>> what is and what is not 'mainstream experience'. I am simply stating my
>> problems in using the software and getting competent technical support
>> from Eset - an experience that I have been told many times now is not all
>> that uncommon.
>>
>> jim
> I take your point but the service you received but it may well be related
> to locality. I assume you are referring to responses to queries to an
> Eset US Office. My experience is that questions directed to the UK Eset
> offices are promptly and courteously addressed.

I am glad to hear that. I had always recieved great service from Eset until
this incident. And, yes, it was indeed the US office of Eset that I
contacted.

To their credit, the CTO Richard Marko (based in the UK I believe) and
Vladimir Paulen are both looking into this incident. After speaking with
Vladimir yesterday, I have no doubt that this was a rougue employee and that
it will be dealt with appropriately within Eset.

>Further, NOD32 ver 3 has been available for some time now and this is the
>first time I have seem a post relating to problems with it. So perhaps you
>are experiencing a problem specific to certain machines alternatively I may
>be living in 'lah lah land'!

You are right in stating that this could have been a local problem. But, I
have seen the issue on more than one machine in more than one business. In
fact, my main concern was the blocking of certain applications (Peachtree
Accounting to be specific) that one of my clients was experiencing when we
installed ESS 3.0.

She would experience the problems even with the firewall turned off and with
the applications files exempted.

>
> If, as I suspect, your problems are machine specific then it would seem
> that the problem rests with the machine configuration, or conflict with
> other software, rather than NOD32. As you seem to have access to a range
> of machines, have you replicated the problem on a machine cleaned of other
> software?

We have not. We were trying to solve an issue in a production environment.
Adding Ess 3.0 added the problem. Removing it solved the problem. Thus, to
my thinking, there must be something strange happening involving ESS 3.0.

>
> I believe Eset is a responsible Company and consider it most unlikely that
> they would ignore a programming problem with their software, as you
> suggest.

Those were my thoughts exactly. I found it hard to believe that they would
not return calls as promised and that they waited 7 days to email me
concerning the issue. But, it happended. It is all documented and has been
sent to Eset's CTO, Richard Marko.

> As for warning the usenet community of your experiences concerning the
> inadequacy of Eset software, you must be a very busy person if you apply
> the same diligence to other software and their representatives.

In fact, I am a very busy person. But, when it comes to software that is
supposed to protect you, software that is increasingly used by thousands of
users charged with keeping their end users safe, I will take the time needed
to help those people protect their end users just as I am charged with
protecting mine.

It's called community. People helping people. When you see what you
believe is a serious problem, you raise an alarm.

You are at liberty to ignore this thread - indeed all of my threads. In
fact, I would encourage you to do so as you seem more bent on arguing than
on solving the noted security problems.

> I find warnings that are non specific as nothing but 'spam'.

My warnings have been very specific - even to the point of posting the
requested email with headers attached.

>I also take great exception to your story that an unnamed person employed
>by Eset advised not to use their software.

You may very well take exception to anything you like.

Eset's Vladimir Paulen and CTO Richard Marko have taken a more responsible
tact and are investigating the facts using the emails sent to me by their
employee.

> Do you really think any sensible person is going to give credence to that?

Eset has. If that makes the UK CTO of Eset not "sensible" in your opinion,
again...you have the right to believe as you wish.

I, for one, am glad to see that they do take their company's image and
customers seriously and are investigating the service that I recieved in
this incident.

jim