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#16
January 27th 08, 07:18 PM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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 
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#18
January 27th 08, 08:00 PM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Update: Eset support tech says HE wouldn't use Eset 3.0 products....
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
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#19
January 28th 08, 06:31 AM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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.
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#20
January 28th 08, 09:52 AM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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
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#21
January 28th 08, 10:15 PM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Update: Eset support tech says HE wouldn't use Eset 3.0 products....
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
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#22
January 29th 08, 01:44 AM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Update: Eset support tech says HE wouldn't use Eset 3.0 products....
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
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#23
January 29th 08, 04:30 AM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Update: Eset support tech says HE wouldn't use Eset 3.0 products....
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
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#24
January 29th 08, 04:38 AM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Update: Eset support tech says HE wouldn't use Eset 3.0 products....
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
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#25
January 29th 08, 07:17 AM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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?
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#26
January 29th 08, 09:48 PM
posted to microsoft.public.windows.vista.general,microsoft.public.windows.vista.security,microsoft.public.windowsxp.general,microsoft.public.windowsxp.help_and_support
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Eset support tech says HE wouldn't use Eset 3.0 products....
"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
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