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

  • Thread starter Thread starter jim
  • Start date Start date
J

jim

Guest
(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
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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

"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.


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

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


"Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
news:FFDF8CA7-9599-4D1B-ADC3-E13CA8E2700D@microsoft.com...
> "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.
>
>
> That's a pretty serious claim. Could you post a copy of the email
> including the headers to back it up?
>
> --
> Kerry Brown
> Microsoft MVP - Shell/User
> http://www.vistahelp.ca/phpBB2/


Here it is (with my email obscured - no that I already am not swimming in
spam...I'd just like to keep from swimming out any further if possible).

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

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

From: ESET Customer Care [ccreply@eset.com]
Sent: Thursday, January 24, 2008 9:46 PM
To: jim@***********.net
Subject: ESET Support Case Update: 78149 - Cannot share folders using NOD32


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

Thank you for contacting ESET.

ESET Technical Support

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

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

To respond, simply reply to this e-mail.

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

jim
 
Thank you - Just FYI

Thank you - Just FYI

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


"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
>
 
Re: Thank you - Just FYI

Re: Thank you - Just FYI

FYI = For Your Irritation

"Spanky deMonkey" <spanky@JDKJFSLKJLK.COM> wrote in message
news:OPVvX5IYIHA.748@TK2MSFTNGP04.phx.gbl...
> Thank you for keeping the "Just FYI" movement going. Just FYI
>
>
> "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
>>
>
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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


"jim" <jim@home.net> wrote in message
news:1gRmj.60809$vt2.29915@bignews8.bellsouth.net...
>
> "Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
> news:FFDF8CA7-9599-4D1B-ADC3-E13CA8E2700D@microsoft.com...
>> "jim" <jim@home.net> wrote in message
>> news:FnQmj.82860$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.
>>
>>
>> That's a pretty serious claim. Could you post a copy of the email
>> including the headers to back it up?
>>
>> --
>> Kerry Brown
>> Microsoft MVP - Shell/User
>> http://www.vistahelp.ca/phpBB2/
>
>
> Here it is (with my email obscured - no that I already am not swimming in
> spam...I'd just like to keep from swimming out any further if possible).
>
> --------------------------------------------------------------------------------------
>
> Received: from localhost (localhost.localdomain [127.0.0.1])
> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
> X-Virus-Scanned: amavisd-new at
> X-Spam-Flag: NO
> X-Spam-Score: -0.788
> X-Spam-Level:
> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
> tests=[AWL=0.256,
> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
> MIME_HTML_ONLY=1.457]
> Received: from mta8.brinkster.com ([127.0.0.1])
> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
> Received: from nmail1.netledger.com (nmail1.netledger.com [63.209.28.219])
> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
> for jim@***********.net; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
> Message-ID:
> <28456732.1201229143920.JavaMail.root@acct-java052.svale.netledger.com>
> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
> From: ESET Customer Care <ccreply@eset.com>
> Reply-To:
> ESET Customer Care
> <cases.438708.92694_3177728_2699261.2f44561a2d@cases.netsuite.com>
> To: jim@***********.net
> 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 [ccreply@eset.com]
> Sent: Thursday, January 24, 2008 9:46 PM
> To: jim@***********.net
> Subject: ESET Support Case Update: 78149 - Cannot share folders using
> NOD32
>
>
> Update for Case #78149 - "Cannot share folders using NOD32"
> An ESET Customer Care Representative has updated this case with the
> following information:
> Hi Jim, that is a pity, I guess you will be doing the same thing with
> every brand new piece of software that is
> launched. Like I said, this is why I personally never install "new"
> software as soon as it is available.
>
> Thank you for contacting ESET.
>
> ESET Technical Support
>
> EAV 3.0 Tutorial: http://www.wilderssecurity.com/showthread.php?t=197509
>
> 24hr ESET Support Forum -
> http://www.wilderssecurity.com/forumdisplay.php?f=15
>
> To respond, simply reply to this e-mail.
>
> --------------------------------------------------------------------------------------
>
> jim
>
Where is mta8.brinkster.com located?
Jim
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

Re: 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" <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
>
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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


"Jim" <j.n@nospam.com> wrote in message
news:xFSmj.763$R84.359@newssvr25.news.prodigy.net...
>
> "jim" <jim@home.net> wrote in message
> news:1gRmj.60809$vt2.29915@bignews8.bellsouth.net...
>>
>> "Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
>> news:FFDF8CA7-9599-4D1B-ADC3-E13CA8E2700D@microsoft.com...
>>> "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.
>>>
>>>
>>> That's a pretty serious claim. Could you post a copy of the email
>>> including the headers to back it up?
>>>
>>> --
>>> Kerry Brown
>>> Microsoft MVP - Shell/User
>>> http://www.vistahelp.ca/phpBB2/
>>
>>
>> Here it is (with my email obscured - no that I already am not swimming in
>> spam...I'd just like to keep from swimming out any further if possible).
>>
>> --------------------------------------------------------------------------------------
>>
>> Received: from localhost (localhost.localdomain [127.0.0.1])
>> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
>> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
>> X-Virus-Scanned: amavisd-new at
>> X-Spam-Flag: NO
>> X-Spam-Score: -0.788
>> X-Spam-Level:
>> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
>> tests=[AWL=0.256,
>> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
>> MIME_HTML_ONLY=1.457]
>> Received: from mta8.brinkster.com ([127.0.0.1])
>> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
>> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
>> Received: from nmail1.netledger.com (nmail1.netledger.com
>> [63.209.28.219])
>> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
>> for jim@***********.net; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
>> Message-ID:
>> <28456732.1201229143920.JavaMail.root@acct-java052.svale.netledger.com>
>> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
>> From: ESET Customer Care <ccreply@eset.com>
>> Reply-To:
>> ESET Customer Care
>> <cases.438708.92694_3177728_2699261.2f44561a2d@cases.netsuite.com>
>> To: jim@***********.net
>> 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 [ccreply@eset.com]
>> Sent: Thursday, January 24, 2008 9:46 PM
>> To: jim@***********.net
>> Subject: ESET Support Case Update: 78149 - Cannot share folders using
>> NOD32
>>
>>
>> Update for Case #78149 - "Cannot share folders using NOD32"
>> An ESET Customer Care Representative has updated this case with the
>> following information:
>> Hi Jim, that is a pity, I guess you will be doing the same thing with
>> every brand new piece of software that is
>> launched. Like I said, this is why I personally never install "new"
>> software as soon as it is available.
>>
>> Thank you for contacting ESET.
>>
>> ESET Technical Support
>>
>> EAV 3.0 Tutorial: http://www.wilderssecurity.com/showthread.php?t=197509
>>
>> 24hr ESET Support Forum -
>> http://www.wilderssecurity.com/forumdisplay.php?f=15
>>
>> To respond, simply reply to this e-mail.
>>
>> --------------------------------------------------------------------------------------
>>
>> jim
>>
> Where is mta8.brinkster.com located?
> Jim

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

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

Re: 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" <midway40@wildblue.net> wrote in message
news:9F7E45FB-1AF9-4C06-B9BE-08444FC3DAD3@microsoft.com...
> That is not surprising from what I read on their support forum. There is
> a lot of "3.0 sucks, I'm going back to 2.7!" posts on there (kind of
> reminds me of another situation, lol).
>
> "jim" <jim@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
>>
>
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

Re: 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" <jim@home.net> wrote in message
news:FdTmj.63306$_m.49499@bignews4.bellsouth.net...
> If you're referring to the Wilders Security Forums at
> http://www.wilderssecurity.com/forumdisplay.php?f=15, those are generally
> a joke. If you really get serious and try and post emails from Eset,
> they'll be blocked.
>
> The Wilders TOS says in part "You agree, through your use of this forum,
> that you will not post any material which is false, defamatory,
> inaccurate, abusive, vulgar, hateful, harassing, obscene, profane,
> sexually oriented, threatening, invasive of a person's privacy, or in
> violation of ANY law. This is not only a forum policy, but legal action
> can be taken against you in accordance with appropriate law. This
> restricts the public posting of any private communications without the
> express permission of all parties involved in that communication, whether
> those be emails, instant message logs or any form of private messages."
>
> So, you can't even warn other Wilders users of the problems that you are
> experiencing with Eset by using Esets own emails. It's more of a front
> for the company than an actual forum.
>
> I really didn't have a problem with the fact that the software had a bug
> or two....what software doesn't?
>
> My main problem stemmed from my telling them that a client of ours was
> having a problem with Eset and Peachtree Accounting and not getting the
> support I needed to support my client. I can't tell my client to sptop
> using their accounting software for 7+ days while Eset sends me another
> request for documentation of the problem. Why doesn't the software have
> this logging feature built in?
>
> Add to that not calling me back as promised, acting like they couldn't
> control the coders, no solution to the threat screens that allowed no
> action from the user, and the tech's own distrust of his company's
> software and what else could I do but find something else to use?
>
> The most disturbing part of the whole thing was their attitude towards the
> customer (me). It was as if I was the problem. They basically blamed me
> for installing the new software that they put on their website.
>
> While I expect bugs from new Microsoft software, I expect security
> software companies to (a) do a better job than Microsoft in vetting
> software before public release and (b) to stick by the companies that are
> recommending and installing their software.
>
> Eset failed on both counts.
>
> jim
>
>
> "Mitch" <midway40@wildblue.net> wrote in message
> news:9F7E45FB-1AF9-4C06-B9BE-08444FC3DAD3@microsoft.com...
>> That is not surprising from what I read on their support forum. There is
>> a lot of "3.0 sucks, I'm going back to 2.7!" posts on there (kind of
>> reminds me of another situation, lol).
>>
>> "jim" <jim@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
>>>
>>
>
>
 
Re: 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
> 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
>
>
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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


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

Here's what I just found at
http://centralops.net/co/DomainDoss...is=true&dom_dns=true&net_whois=true&x=13&y=11

Alan

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

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

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

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


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

Whois Server Version 1.3

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

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





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



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

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

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

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


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

End of Whois Information

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

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

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

RTechHandle: TMP10-ARIN
RTechName: Paradiso, Troy M
RTechPhone: +1-480-388-3730
RTechEmail: tparadiso@brinkster.com

OrgTechHandle: TMP10-ARIN
OrgTechName: Paradiso, Troy M
OrgTechPhone: +1-480-388-3730
OrgTechEmail: tparadiso@brinkster.com

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

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

-- end --
URL for this output | return to CentralOps.net, a service of Hexillion
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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

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


"jim" <jim@home.net> wrote in message
news:Q1Tmj.63301$_m.22105@bignews4.bellsouth.net...
>
> "Jim" <j.n@nospam.com> wrote in message
> news:xFSmj.763$R84.359@newssvr25.news.prodigy.net...
>>
>> "jim" <jim@home.net> wrote in message
>> news:1gRmj.60809$vt2.29915@bignews8.bellsouth.net...
>>>
>>> "Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
>>> news:FFDF8CA7-9599-4D1B-ADC3-E13CA8E2700D@microsoft.com...
>>>> "jim" <jim@home.net> wrote in message
>>>> news:FnQmj.82860$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.
>>>>
>>>>
>>>> That's a pretty serious claim. Could you post a copy of the email
>>>> including the headers to back it up?
>>>>
>>>> --
>>>> Kerry Brown
>>>> Microsoft MVP - Shell/User
>>>> http://www.vistahelp.ca/phpBB2/
>>>
>>>
>>> Here it is (with my email obscured - no that I already am not swimming
>>> in spam...I'd just like to keep from swimming out any further if
>>> possible).
>>>
>>> --------------------------------------------------------------------------------------
>>>
>>> Received: from localhost (localhost.localdomain [127.0.0.1])
>>> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
>>> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
>>> X-Virus-Scanned: amavisd-new at
>>> X-Spam-Flag: NO
>>> X-Spam-Score: -0.788
>>> X-Spam-Level:
>>> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
>>> tests=[AWL=0.256,
>>> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
>>> MIME_HTML_ONLY=1.457]
>>> Received: from mta8.brinkster.com ([127.0.0.1])
>>> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
>>> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
>>> Received: from nmail1.netledger.com (nmail1.netledger.com
>>> [63.209.28.219])
>>> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
>>> for jim@***********.net; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
>>> Message-ID:
>>> <28456732.1201229143920.JavaMail.root@acct-java052.svale.netledger.com>
>>> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
>>> From: ESET Customer Care <ccreply@eset.com>
>>> Reply-To:
>>> ESET Customer Care
>>> <cases.438708.92694_3177728_2699261.2f44561a2d@cases.netsuite.com>
>>> To: jim@***********.net
>>> 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 [ccreply@eset.com]
>>> Sent: Thursday, January 24, 2008 9:46 PM
>>> To: jim@***********.net
>>> Subject: ESET Support Case Update: 78149 - Cannot share folders using
>>> NOD32
>>>
>>>
>>> Update for Case #78149 - "Cannot share folders using NOD32"
>>> An ESET Customer Care Representative has updated this case with the
>>> following information:
>>> Hi Jim, that is a pity, I guess you will be doing the same thing with
>>> every brand new piece of software that is
>>> launched. Like I said, this is why I personally never install "new"
>>> software as soon as it is available.
>>>
>>> Thank you for contacting ESET.
>>>
>>> ESET Technical Support
>>>
>>> EAV 3.0 Tutorial: http://www.wilderssecurity.com/showthread.php?t=197509
>>>
>>> 24hr ESET Support Forum -
>>> http://www.wilderssecurity.com/forumdisplay.php?f=15
>>>
>>> To respond, simply reply to this e-mail.
>>>
>>> --------------------------------------------------------------------------------------
>>>
>>> jim
>>>
>> 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
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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


"Jim" <j.n@nospam.com> wrote in message
news:sb3nj.9331$EZ3.8418@nlpi070.nbdc.sbc.com...
>
> "jim" <jim@home.net> wrote in message
> news:Q1Tmj.63301$_m.22105@bignews4.bellsouth.net...
>>
>> "Jim" <j.n@nospam.com> wrote in message
>> news:xFSmj.763$R84.359@newssvr25.news.prodigy.net...
>>>
>>> "jim" <jim@home.net> wrote in message
>>> news:1gRmj.60809$vt2.29915@bignews8.bellsouth.net...
>>>>
>>>> "Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
>>>> news:FFDF8CA7-9599-4D1B-ADC3-E13CA8E2700D@microsoft.com...
>>>>> "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.
>>>>>
>>>>>
>>>>> That's a pretty serious claim. Could you post a copy of the email
>>>>> including the headers to back it up?
>>>>>
>>>>> --
>>>>> Kerry Brown
>>>>> Microsoft MVP - Shell/User
>>>>> http://www.vistahelp.ca/phpBB2/
>>>>
>>>>
>>>> Here it is (with my email obscured - no that I already am not swimming
>>>> in spam...I'd just like to keep from swimming out any further if
>>>> possible).
>>>>
>>>> --------------------------------------------------------------------------------------
>>>>
>>>> Received: from localhost (localhost.localdomain [127.0.0.1])
>>>> by mta8.brinkster.com (Postfix) with ESMTP id B5538C530;
>>>> Thu, 24 Jan 2008 21:45:50 -0500 (EST)
>>>> X-Virus-Scanned: amavisd-new at
>>>> X-Spam-Flag: NO
>>>> X-Spam-Score: -0.788
>>>> X-Spam-Level:
>>>> X-Spam-Status: No, score=-0.788 tagged_above=-10 required=5
>>>> tests=[AWL=0.256,
>>>> BAYES_00=-2.599, HTML_MESSAGE=0.001, HTML_MIME_NO_HTML_TAG=0.097,
>>>> MIME_HTML_ONLY=1.457]
>>>> Received: from mta8.brinkster.com ([127.0.0.1])
>>>> by localhost (mta8.brinkster.com [127.0.0.1]) (amavisd-new, port 10024)
>>>> with ESMTP id T1CPMqiPeFw5; Thu, 24 Jan 2008 21:45:48 -0500 (EST)
>>>> Received: from nmail1.netledger.com (nmail1.netledger.com
>>>> [63.209.28.219])
>>>> by mta8.brinkster.com (Postfix) with ESMTP id 6D8B7C542
>>>> for jim@***********.net; Thu, 24 Jan 2008 21:45:38 -0500 (EST)
>>>> Message-ID:
>>>> <28456732.1201229143920.JavaMail.root@acct-java052.svale.netledger.com>
>>>> Date: Thu, 24 Jan 2008 18:45:43 -0800 (PST)
>>>> From: ESET Customer Care <ccreply@eset.com>
>>>> Reply-To:
>>>> ESET Customer Care
>>>> <cases.438708.92694_3177728_2699261.2f44561a2d@cases.netsuite.com>
>>>> To: jim@***********.net
>>>> 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 [ccreply@eset.com]
>>>> Sent: Thursday, January 24, 2008 9:46 PM
>>>> To: jim@***********.net
>>>> Subject: ESET Support Case Update: 78149 - Cannot share folders using
>>>> NOD32
>>>>
>>>>
>>>> Update for Case #78149 - "Cannot share folders using NOD32"
>>>> An ESET Customer Care Representative has updated this case with the
>>>> following information:
>>>> Hi Jim, that is a pity, I guess you will be doing the same thing with
>>>> every brand new piece of software that is
>>>> launched. Like I said, this is why I personally never install "new"
>>>> software as soon as it is available.
>>>>
>>>> Thank you for contacting ESET.
>>>>
>>>> ESET Technical Support
>>>>
>>>> EAV 3.0 Tutorial:
>>>> http://www.wilderssecurity.com/showthread.php?t=197509
>>>>
>>>> 24hr ESET Support Forum -
>>>> http://www.wilderssecurity.com/forumdisplay.php?f=15
>>>>
>>>> To respond, simply reply to this e-mail.
>>>>
>>>> --------------------------------------------------------------------------------------
>>>>
>>>> jim
>>>>
>>> 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
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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


"Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
news:2DEEFBF0-7241-4163-9781-D41CC7E107D9@microsoft.com...
> 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
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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

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

jim

"Alan" <somewhere@nospam.not> wrote in message
news:ujKT$XPYIHA.5472@TK2MSFTNGP06.phx.gbl...
>
>> Where is mta8.brinkster.com located?
>> Jim
>>
>
> Here's what I just found at
> http://centralops.net/co/DomainDoss...is=true&dom_dns=true&net_whois=true&x=13&y=11
>
> Alan
>
> ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
>
> Domain Dossier Investigate domains and IP addresses
> domain or IP address
> domain whois record DNS records traceroute
> network whois record service scan
>
> user: 24.34.xxx.yyy [anonymous] 49/50
> log in | get account
>
> New: See daily test results of online hosting providers.
> Address lookup
> canonical name mta8.brinkster.com.
> aliases
> addresses 65.182.109.77
>
>
> Domain Whois record
> Queried whois.internic.net with "dom brinkster.com"...
>
> Whois Server Version 1.3
>
> Domain names in the .com and .net domains can now be registered
> with many different competing registrars. Go to http://www.internic.net
> for detailed information.
>
> Domain Name: BRINKSTER.COM
> Registrar: DOTSTER, INC.
> Whois Server: whois.dotster.com
> Referral URL: http://www.dotster.com
> Name Server: NS1.BRINKSTER.COM
> Name Server: NS2.BRINKSTER.COM
> Status: clientTransferProhibited
> Status: clientUpdateProhibited
> Status: clientDeleteProhibited
> Updated Date: 25-jan-2008
> Creation Date: 12-jul-2000
> Expiration Date: 12-jul-2009
>
>
>
>
>
> Queried whois.dotster.com with "brinkster.com"...
>
>
>
> Registrant:
> Brinkster Communications Corporation
> 2875 Sabre St
> Suite 200
> Virginia Beach, VA 23456
> US
>
> Registrar: DOTSTER
> Domain Name: BRINKSTER.COM
> Created on: 12-JUL-00
> Expires on: 12-JUL-09
> Last Updated on: 25-JAN-08
>
> Administrative Contact:
> Master, Host info@brinkster.com
> Brinkster Communications Corporation
> 2875 Sabre St
> Suite 200
> Virginia Beach, VA 23456
> US
> 757-222-3424
>
> Technical Contact:
> Master, Host info@brinkster.com
> Brinkster Communications Corporation
> 2875 Sabre St
> Suite 200
> Virginia Beach, VA 23456
> US
> 757-222-3424
>
>
> Domain servers in listed order:
> NS1.BRINKSTER.COM
> NS2.BRINKSTER.COM
>
> End of Whois Information
>
> Network Whois record
> Queried whois.arin.net with "65.182.109.77"...
>
> OrgName: Brinkster Communications Corporation
> OrgID: BCC-134
> Address: 885 Kempsville Road
> Address: Suite 309
> City: Norfolk
> StateProv: VA
> PostalCode: 23502
> Country: US
>
> NetRange: 65.182.96.0 - 65.182.111.255
> CIDR: 65.182.96.0/20
> NetName: ORF-BRINKSTER-COM
> NetHandle: NET-65-182-96-0-1
> Parent: NET-65-0-0-0-0
> NetType: Direct Allocation
> NameServer: NS1.BRINKSTER.COM
> NameServer: NS2.BRINKSTER.COM
> Comment:
> RegDate: 2003-12-12
> Updated: 2007-07-30
>
> RTechHandle: TMP10-ARIN
> RTechName: Paradiso, Troy M
> RTechPhone: +1-480-388-3730
> RTechEmail: tparadiso@brinkster.com
>
> OrgTechHandle: TMP10-ARIN
> OrgTechName: Paradiso, Troy M
> OrgTechPhone: +1-480-388-3730
> OrgTechEmail: tparadiso@brinkster.com
>
> # ARIN WHOIS database, last updated 2008-01-26 19:10
> # Enter ? for additional hints on searching ARIN's WHOIS database.
>
> DNS records
> name class type data time to live
> mta8.brinkster.com IN A 65.182.109.77 3600s (01:00:00)
> brinkster.com IN SOA server: ns1.brinkster.com
> email: hostmaster.brinkster.com
> serial: 2880452325
> refresh: 900
> retry: 600
> expire: 86400
> minimum ttl: 3600
> 3600s (01:00:00)
> brinkster.com IN NS ns2.brinkster.com 3600s (01:00:00)
> brinkster.com IN NS ns1.brinkster.com 3600s (01:00:00)
> brinkster.com IN A 65.182.102.190 3600s (01:00:00)
> brinkster.com IN MX preference: 10
> exchange: mail.brinkster.com
> 3600s (01:00:00)
> brinkster.com IN MX preference: 20
> exchange: mailphx.brinkster.com
> 3600s (01:00:00)
> 77.109.182.65.in-addr.arpa IN PTR mta8.brinkster.com 3600s (01:00:00)
>
> -- end --
> URL for this output | return to CentralOps.net, a service of Hexillion
>
>
 
Update: Eset support tech says HE wouldn't use Eset 3.0 products....

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" <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
>
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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


"Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
news:2DEEFBF0-7241-4163-9781-D41CC7E107D9@microsoft.com...
> 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.
 
Re: Eset support tech says HE wouldn't use Eset 3.0 products....

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


"Edward W. Thompson" <thomeduk1@btopenworld.com> wrote in message
news:u1MzAeXYIHA.984@TK2MSFTNGP06.phx.gbl...
>
> "Kerry Brown" <kerry@kdbNOSPAMsys-tems.c*a*m> wrote in message
> news:2DEEFBF0-7241-4163-9781-D41CC7E107D9@microsoft.com...
>> 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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