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....
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" <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
>>
>
>
Re: 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" <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
>>
>
>
