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#1
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FYI: Eset support tech says HE wouldn't use Eset 3.0 products....
(Since all users of this newsgroup rely on security products, and since I
have new information that would be helpful to those users in choosing a new security product wisely, I have chosen to post this information here.) While attemtping to get technical support for Eset's Smart Security suite 3.0, an Eset customer support rep emailed me that he would not use Eset's new security products. We had been email each other about problems with Eset's ESS 3.0 and they did not respond to an email for help until 7 days later and, when they finally responded via email, they only asked for more info. To add insult to injury they never called us back (after 3 calls from us and 4 hours on the phone trying to resolve an issue with file sharing and program blocking) when they had promised a callback the next day. Well, what he said when I told him that we could no longer recommend Eset products due to the problems and horrid customer support exactly was "Hi Jim, that is a pity, I guess you will be doing the same thing with every brand new piece of software that is launched. Like I said, this is why I personally never install "new" software as soon as it is available." This little gem was in response to my objections to waiting 7 days for a response from tech support when we had a customer having problems their products after installing them based on our recommendations. I also informed him that we had long since solved the issue (not being a company to keep our clients waitng 7 days for a resolution - much less a response) by uninstalling Eset products and having to re-install a PC. So, the tech support reps at Eset don't eat their own dog food and get ****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 |
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#2
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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/ |
#3
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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-Sco -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@cas es.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 |
#4
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Thank you - Just FYI
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 |
#5
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Thank you - Just FYI
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 |
#6
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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-Sco -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@cas es.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 |
#7
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Eset support tech says HE wouldn't use Eset 3.0 products....
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 |
#8
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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-Sco -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@cas es.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 |
#9
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Eset support tech says HE wouldn't use Eset 3.0 products....
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 |
#10
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Eset support tech says HE wouldn't use Eset 3.0 products....
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 |
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FYI: Eset support tech says HE wouldn't use Eset 3.0 products....
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 |
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Eset support tech says HE wouldn't use Eset 3.0 products....
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/ |
#14
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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-Sco -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@cas es.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 |
#15
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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-Sco -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@cas es.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 |
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