1

Anyone have recent experience of ESET support in a system-down scenario?

My ESET installation has in effect stopped working, but ESET have done nothing to resolve the problem THREE DAYS LATER.

I have 65 PCs running Endpoint Security and 2 servers running Fileserver Security. To my horror I found that scan on file creation had simply stopped working, some days ago - scheduled scans were picking up infected files well after they were created. No errors showing anywhere in ESET on the computers or in ERA. Which is bad enough.

I reported this on Tuesday evening; techie was completely baffled and escalated it to “Global Support”. Friday morning: still nothing. I chase, to be told “We have no information from Global Support.”. That was it. No timescale even for a contact to request more technical information or for a remote diagnostic session.

I’m struggling to remember a similar experience in my 30 years doing this.

I need to look at replacing ESET this weekend - but we have 18 months left on our contract.

Comments welcome!

William

3 Spice ups
2

Did you purchase your licenses through a re-seller? You might want to reach out directly to them, they might have some more options for contacting ESET than you do and will probably feel obligated to help you out.

1 Spice up
3

I have been using Eset for many years. I have never had a system failure but I have always found their support to be good. Like all large companies I am sure some of their techs are better then others so you might just be dealing with a bad one.

When I do have an issue I usually open a case viva the website with North American Support. All I can say is make sure you talking to Enterprise/Business support.

As CJ said you probably have a local sales rep for ESET in your area that you could reach out to.

Daniel might be able to look up your case and figure out who dropped the ball on it.

@daniel-eset

2 Spice ups
4

Thank you for bringing this to our attention and I’m sorry to hear about your experience with our support team.

As Josh mentioned, I would definitely be willing to look into your case and escalate things so we can investigate what happened and get your issues resolved. Please send me a private message here with your case number and any contact information that might help me look up your record. I’ll get this into the hands of our management team and work with them to make sure you get some answers and hopefully a resolution as immediately as possible.

2 Spice ups
5

Thanks to Daniel for jumping in, which seem to prompt a response from Tech.

Summary of all interactions with ESET:

(a) the delay in responding to my situation was due to Global Support simply being short-staffed. They have apologised.

(b) initial diagnosis was incorrect, due largely to confusions on the part of the ESET tech, and also due to me not understanding that ESET works differently in one (to me critical) respect compared to other AV products I have worked with. So our system was not quite as exposed as I had feared - but still more than I had previously thought - and I was left panicking for far too long.

(c) consequent tightening-up of our ESET installation has prompted several issues - documentation lagging behind product, lack of clarity over what some features are supposed to do and how to make them work, online case system is non-operational, Outlook plugin problematic, and more.

(d) subsequently, a show-stopping issue with certificates in ERA resisted all attempts at resolution - several hours’ effort by ESET tech and myself - so I ended up having to wipe the entire installation and start from scratch. Not happy.

So, overall, not a positive experience.

W

1 Spice up
6

Thank you for the feedback and I’m saddened to hear things didn’t end as well as we hoped it would. I’m always glad to jump in and help wherever I can, even if that’s just expediting a support case. I’m going to take this summary back to the appropriate teams and see what happened from their perspective and what we can do to improve the experience for customers who come across similar issues.

Hope to see you around the community!

2 Spice ups