J
jim
Guest
Re: Update: Eset support tech says HE wouldn't use Eset 3.0 products....
Re: Update: Eset support tech says HE wouldn't use Eset 3.0 products....
"jim" <jim@home.net> wrote in message
news:ll9nj.74438$rc2.60487@bignews1.bellsouth.net...
>
> "forty-nine" <110001@49.xyz> wrote in message
> news:fnj4lh$14o$1@aioe.org...
>> "jim" <jim@home.net> wrote in message
>> news:sp5nj.74313$rc2.25507@bignews1.bellsouth.net...
>>> 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" <jim@home.net> wrote in message
>>> news:FnQmj.82860$K27.54780@bignews6.bellsouth.net...
>>>> (Since all users of this newsgroup rely on security products, and since
>>>> I have new information that would be helpful to those users in choosing
>>>> a new security product wisely, I have chosen to post this information
>>>> here.)
>>>>
>>>> While attemtping to get technical support for Eset's Smart Security
>>>> suite 3.0, an Eset customer support rep emailed me that he would not
>>>> use Eset's new security products.
>>>>
>>>> We had been email each other about problems with Eset's ESS 3.0 and
>>>> they did not respond to an email for help until 7 days later and, when
>>>> they finally responded via email, they only asked for more info. To
>>>> add insult to injury they never called us back (after 3 calls from us
>>>> and 4 hours on the phone trying to resolve an issue with file sharing
>>>> and program blocking) when they had promised a callback the next day.
>>>>
>>>> Well, what he said when I told him that we could no longer recommend
>>>> Eset products due to the problems and horrid customer support exactly
>>>> was "Hi Jim, that is a pity, I guess you will be doing the same thing
>>>> with every brand new piece of software that is launched. Like I said,
>>>> this is why I personally never install "new" software as soon as it is
>>>> available."
>>>>
>>>> This little gem was in response to my objections to waiting 7 days for
>>>> a response from tech support when we had a customer having problems
>>>> their products after installing them based on our recommendations. I
>>>> also informed him that we had long since solved the issue (not being a
>>>> company to keep our clients waitng 7 days for a resolution - much less
>>>> a response) by uninstalling Eset products and having to re-install a
>>>> PC.
>>>>
>>>> So, the tech support reps at Eset don't eat their own dog food and get
>>>> pissed when you stop using products that break your networking? That's
>>>> just sad.
>>>>
>>>> When asked about the red threat screens that offer no "delete" or
>>>> "quarantine" buttons and do not indicate that Eset's software has
>>>> dealth with the threat, he stated that they knew about the problems and
>>>> were "tryiing to get their coders to do something about it".
>>>>
>>>> What the hell? "Trying to get their coders to do something about it"?
>>>> Who's running Eset that they must "try and get their coders to do
>>>> something"?
>>>>
>>>> Anyway...we do not use or recommend Eset products at this time. It is
>>>> a shame as their NOD32 product (pre 3.0) was a good little product.
>>>> (Sometimes it blocked apps with no warning, but we could live with that
>>>> because it blocked threats so well.)
>>>>
>>>> But, when it stops local file sharing, blocks mission critical
>>>> applications and you must wait 7 days to get a pissy email from Eset
>>>> that still has no bearing on a solution to the problem it's time to
>>>> re-evaluate your selected security software - and that's exactly what
>>>> we are doing.
>>>>
>>>> We suggest that you do the same.
>>>>
>>>> jim
>>>>
>>>
>>>
>>
>>
>> Post back ... I've been a customer for 4 years...am still on 2.7, and am
>> curious about the future of their product.
>> The routing thru proxy issue seems to be messing with a lot of people.
>> Version 3.0 is a train wreck.
>> They are trying to become Symantec it would seem.
>
> That's what I really don't get.... Eset rocked with NOD32! They had a
> great product and either were #1 or were knocking on #1's door in
> antivirus solutions.
>
> THEN, it seems, they decide to be all things to everyone. A lot of
> companies run themselves into the ground trying to be a
> one-stop-software-shop instead of concentrating on being the very best at
> one thing (which they were in my opinion).
>
> AVG wanted to spread out, but instead of screwing with their antivirus
> product, they bought Ewido - who had a great anti-spyware product - and
> renamed it AVG Antispyware 7.5. If you're going to branch out, at least
> don't contaminate your bread winner with the new stuff until the new stuff
> is done right.
>
> If it were me making the Eset decisions, the firewall, anti-spyware apps
> would have been completely seperate applications - developed seperately,
> downloaded deperately, installed seperately. And, I'd keep a big fat BETA
> label on them until they attained the status of NOD32.
>
> Instead, we've got what seems to be corporate greed (my guess being just a
> customer) that has ruined one of the best antivirus products on the
> market.
>
> It's just sad.
>
> I'll let you know something when he gets back to me.
>
> jim
What would thrill me to no end would be to see Eset show some backbone by
admitting that ESS and NOD32 3.0 were NOT ready for the market, pull them
off of the website and roll back to 2.7 until they get it right with a
larger beta test population.
But, I have been waiting for a large software company to have the balls to
do that for quite some time now - to actually admit their mistake and take
public steps to correct it - and it hasn't happened yet.
Car, toy, electronic, furniture, and all types of manufacturers have recalls
when the need arises. Why don't software companies? Hell, it's much easier
to roll back software than to retrofit a car or replace lead-tainted
toys...but you never see that happen. Why not?
Do they think that if they act like there's no problem that it will just go
away?
It does eventually go away, but that's because the customers go away.
It's just too easy to switch software vendors for software vendors to NOT
start taking responsibility for their mistakes (and we all make them) and
recall bad software.
I honestly think that people would have more faith in the companies that
take such actions and would be more likely to stick with those companies
long term if they had both the willingness and intestinal fortitude to admit
their mistakes and to make them right.
I know it sounds old fashioned, but I don't think that people have changed
so much that personal and corporate responsibility don't mean a hell of a
lot to them.
I am coding my own application, and I plan on making corporate
responsibility and responsiveness to my users our top priority - even though
the app will be free.
If we screw up (and if we write enough code we will screw up sooner or
later) we will make it right ASAP. We will do whatever fixes the problem
the fastest - a rollback or a hotfix. Either way, our users will know that
we place their needs and expectations over our pride.
Let's hope Eset does that too.
jim
Re: Update: Eset support tech says HE wouldn't use Eset 3.0 products....
"jim" <jim@home.net> wrote in message
news:ll9nj.74438$rc2.60487@bignews1.bellsouth.net...
>
> "forty-nine" <110001@49.xyz> wrote in message
> news:fnj4lh$14o$1@aioe.org...
>> "jim" <jim@home.net> wrote in message
>> news:sp5nj.74313$rc2.25507@bignews1.bellsouth.net...
>>> 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" <jim@home.net> wrote in message
>>> news:FnQmj.82860$K27.54780@bignews6.bellsouth.net...
>>>> (Since all users of this newsgroup rely on security products, and since
>>>> I have new information that would be helpful to those users in choosing
>>>> a new security product wisely, I have chosen to post this information
>>>> here.)
>>>>
>>>> While attemtping to get technical support for Eset's Smart Security
>>>> suite 3.0, an Eset customer support rep emailed me that he would not
>>>> use Eset's new security products.
>>>>
>>>> We had been email each other about problems with Eset's ESS 3.0 and
>>>> they did not respond to an email for help until 7 days later and, when
>>>> they finally responded via email, they only asked for more info. To
>>>> add insult to injury they never called us back (after 3 calls from us
>>>> and 4 hours on the phone trying to resolve an issue with file sharing
>>>> and program blocking) when they had promised a callback the next day.
>>>>
>>>> Well, what he said when I told him that we could no longer recommend
>>>> Eset products due to the problems and horrid customer support exactly
>>>> was "Hi Jim, that is a pity, I guess you will be doing the same thing
>>>> with every brand new piece of software that is launched. Like I said,
>>>> this is why I personally never install "new" software as soon as it is
>>>> available."
>>>>
>>>> This little gem was in response to my objections to waiting 7 days for
>>>> a response from tech support when we had a customer having problems
>>>> their products after installing them based on our recommendations. I
>>>> also informed him that we had long since solved the issue (not being a
>>>> company to keep our clients waitng 7 days for a resolution - much less
>>>> a response) by uninstalling Eset products and having to re-install a
>>>> PC.
>>>>
>>>> So, the tech support reps at Eset don't eat their own dog food and get
>>>> pissed when you stop using products that break your networking? That's
>>>> just sad.
>>>>
>>>> When asked about the red threat screens that offer no "delete" or
>>>> "quarantine" buttons and do not indicate that Eset's software has
>>>> dealth with the threat, he stated that they knew about the problems and
>>>> were "tryiing to get their coders to do something about it".
>>>>
>>>> What the hell? "Trying to get their coders to do something about it"?
>>>> Who's running Eset that they must "try and get their coders to do
>>>> something"?
>>>>
>>>> Anyway...we do not use or recommend Eset products at this time. It is
>>>> a shame as their NOD32 product (pre 3.0) was a good little product.
>>>> (Sometimes it blocked apps with no warning, but we could live with that
>>>> because it blocked threats so well.)
>>>>
>>>> But, when it stops local file sharing, blocks mission critical
>>>> applications and you must wait 7 days to get a pissy email from Eset
>>>> that still has no bearing on a solution to the problem it's time to
>>>> re-evaluate your selected security software - and that's exactly what
>>>> we are doing.
>>>>
>>>> We suggest that you do the same.
>>>>
>>>> jim
>>>>
>>>
>>>
>>
>>
>> Post back ... I've been a customer for 4 years...am still on 2.7, and am
>> curious about the future of their product.
>> The routing thru proxy issue seems to be messing with a lot of people.
>> Version 3.0 is a train wreck.
>> They are trying to become Symantec it would seem.
>
> That's what I really don't get.... Eset rocked with NOD32! They had a
> great product and either were #1 or were knocking on #1's door in
> antivirus solutions.
>
> THEN, it seems, they decide to be all things to everyone. A lot of
> companies run themselves into the ground trying to be a
> one-stop-software-shop instead of concentrating on being the very best at
> one thing (which they were in my opinion).
>
> AVG wanted to spread out, but instead of screwing with their antivirus
> product, they bought Ewido - who had a great anti-spyware product - and
> renamed it AVG Antispyware 7.5. If you're going to branch out, at least
> don't contaminate your bread winner with the new stuff until the new stuff
> is done right.
>
> If it were me making the Eset decisions, the firewall, anti-spyware apps
> would have been completely seperate applications - developed seperately,
> downloaded deperately, installed seperately. And, I'd keep a big fat BETA
> label on them until they attained the status of NOD32.
>
> Instead, we've got what seems to be corporate greed (my guess being just a
> customer) that has ruined one of the best antivirus products on the
> market.
>
> It's just sad.
>
> I'll let you know something when he gets back to me.
>
> jim
What would thrill me to no end would be to see Eset show some backbone by
admitting that ESS and NOD32 3.0 were NOT ready for the market, pull them
off of the website and roll back to 2.7 until they get it right with a
larger beta test population.
But, I have been waiting for a large software company to have the balls to
do that for quite some time now - to actually admit their mistake and take
public steps to correct it - and it hasn't happened yet.
Car, toy, electronic, furniture, and all types of manufacturers have recalls
when the need arises. Why don't software companies? Hell, it's much easier
to roll back software than to retrofit a car or replace lead-tainted
toys...but you never see that happen. Why not?
Do they think that if they act like there's no problem that it will just go
away?
It does eventually go away, but that's because the customers go away.
It's just too easy to switch software vendors for software vendors to NOT
start taking responsibility for their mistakes (and we all make them) and
recall bad software.
I honestly think that people would have more faith in the companies that
take such actions and would be more likely to stick with those companies
long term if they had both the willingness and intestinal fortitude to admit
their mistakes and to make them right.
I know it sounds old fashioned, but I don't think that people have changed
so much that personal and corporate responsibility don't mean a hell of a
lot to them.
I am coding my own application, and I plan on making corporate
responsibility and responsiveness to my users our top priority - even though
the app will be free.
If we screw up (and if we write enough code we will screw up sooner or
later) we will make it right ASAP. We will do whatever fixes the problem
the fastest - a rollback or a hotfix. Either way, our users will know that
we place their needs and expectations over our pride.
Let's hope Eset does that too.
jim
