I am switching over AV from Bitdefender and have been planning on going with ESET based on product reviews here and elsewhere. Problem I am having now is that I can’t get anyone from ESET to respond to my request to talk to someone from the Sales Group. I’ve attempted twice through their online communcation on their website, but no response.
Question is do you have any problems with response times and issue if you contact them? Because if this is the norm, I will check on some other AV solutions.
I see Don the ESET rep on Spicework hasn’t been active for 30 days, so…someone tell me if there is better customer service out there, or should I keep looking?
Thanks,
Darryl
2 Spice ups
call them directly, not just email, pick up the phone and call them…
nosilver4u
(Shane Bishop)
3
We use ESET, and I believe you need to go through a reseller to get pricing for any sizable installation. They used to sell directly for large accounts, but that changed several years ago. As a result, their sales department has likely been downsized significantly, which is probably why you’re having trouble getting a resonse.
As far as support, from what I remember they were pretty responsive last time I needed help, but that’s been few and far between. The documentation has usually answered any questions I had.
nightfire
(NightFire)
4
Seems like other people are having this same issue but when I downloaded the trial and allowed a sales person to call somebody did about 3 days later. This was about a year ago. Maybe it’s because I stated we needed 2000 licenses but we switched from McAfee to NOD32 and it’s been great. I have the feeling that they maybe experiencing growing pains as many people seem to really like their products and are recommending often.
I worked through a reseller and had no problems getting pricing and licensing very quickly that way. As far as support, they are very fast, through email or phone, for the two times I actually had support questions.
I would have to agree that they may have a very small sales team. I would talk to your vendors (I can give you the one I used from NJ if you want) and see if they can get your pricing and such.
We’ve been using ESET ourselves and while the product is great the availability has been horrible It can take weeks to get a response and once your product is installed they sometimes change your account details remotely and disable the product on you. We found it cost prohibitive to continue supporting and had to go with another product. Between going weeks without needed licenses and then having our entire AV infrastructure disabled requiring massive manual intervention just made them a non-option.
AndrewLub wrote:
I would have to agree that they may have a very small sales team. I would talk to your vendors (I can give you the one I used from NJ if you want) and see if they can get your pricing and such.
They have ten people. And they don’t have any normal sales team management so if your rep is out no one else checks in on those accounts. When people are in they are friendly and helpful. But if they are out you have to dig up a general phone number and call until you find a human. Good luck.
They probably have “10” people here in the states, but I believe they are based out of Slovakia and have people located there as well as their other global sites.
We haven’t had any issues with licensing, but support (in those rare instances) has been a little strange. Calling them is never a problem, but if you email them with your issue, you get an automated response back saying they received your request. Nothing strange there, but then it will seem like you’ll never get a follow up email or call. I talked to my reseller and he acknowledged this and suggest to respond directly to the automated email I received. This seems to actually flag a real human that “hey…I’m here waiting for you.” It’s worked the 2 or 3 times I had to contact them.
When I have an ESET problem I check their forum 1st: www.wilderssecurity.com
90% of the time the solution is available. Ignore their calls to re-install as much as possible, I’ve never had to do it in 4 years.
If I had it to do over again, I would purchase through a reseller like www.capp-ware.com to have a better shot at email support and add an extra layer of human-to-human help.
Disclaimer: I have no direct relationship with Capp, simply see that he gives sensible advice and has contributed much time to helping the community.
pcmonk
(PCMonk)
10
Odd, I have not had any issues with support at all. As far as support in “Slovakia” I have no idea. Each time I have called I have spoken to an english speaking person in California I believe.
I was not aware of the limited support staff. I hope they are not going to get worse or out source as the product becomes more widely used.
You must purchase through a retailer I believe. I went with Dell my rep had to send me to a special purchasing group but they got the job done.
Eset sales/support: 1 (866) 343-3738
Local number: 1 (619) 876-5400 (San Diego)
http://www.whitepages.com/maps/CA
ND_Clutch wrote:
They probably have “10” people here in the states, but I believe they are based out of Slovakia and have people located there as well as their other global sites.
We haven’t had any issues with licensing, but support (in those rare instances) has been a little strange. Calling them is never a problem, but if you email them with your issue, you get an automated response back saying they received your request. Nothing strange there, but then it will seem like you’ll never get a follow up email or call. I talked to my reseller and he acknowledged this and suggest to respond directly to the automated email I received. This seems to actually flag a real human that “hey…I’m here waiting for you.” It’s worked the 2 or 3 times I had to contact them.
Yes, 10 American sales staff. Lots of people elsewhere.
PCMonk wrote:
Odd, I have not had any issues with support at all. As far as support in “Slovakia” I have no idea. Each time I have called I have spoken to an english speaking person in California I believe.
I was not aware of the limited support staff. I hope they are not going to get worse or out source as the product becomes more widely used.
You must purchase through a retailer I believe. I went with Dell my rep had to send me to a special purchasing group but they got the job done.
Eset sales/support: 1 (866) 343-3738
Local number: 1 (619) 876-5400 (San Diego)
http://www.whitepages.com/maps/CA
Tech support is fine, I believe. It is sales support which is sometimes impossible to reach (without jumping through unknown hoops, at least.) And since they seem to routinely turn off our licenses without warning having immediate access to sales is absolutely critical to the stability of the product.
pcmonk
(PCMonk)
13
Scott Alan Miller wrote:
We’ve been using ESET ourselves and while the product is great the availability has been horrible It can take weeks to get a response and once your product is installed they sometimes change your account details remotely and disable the product on you. We found it cost prohibitive to continue supporting and had to go with another product. Between going weeks without needed licenses and then having our entire AV infrastructure disabled requiring massive manual intervention just made them a non-option.
Curious, which product did you end up going with?
SunBelt Vipre. Brian Souder (Brian S in SpiceWorks) is our Business Development Manager and had a pre-existing relationship with them and a lot of experience. He was pushing to have us try them and when ESET consistently wouldn’t respond to our customers we turned to SunBelt who instantly made us resellers and gave us great support (and way better prices than ESET too!!)
So we switched. So far, we are very happy with SunBelt. Brian might be able to elaborate as he is the relationship manager with SunBelt for Niagara.
The Sunbelt Vipre product is WAY easier to configure for console and remote management too. The Sunbelt staff responds right away for quotes and support. You can even get engioneers on the phone to work with for questions and problems. The product is extremely configuable as well.
You can view a demo here:
http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/DOD/
They will get you demo software to try out. You will find your systems run faster than with SEP or McAfee. they also provide the removal tools for other products - which may - ahem - not uninstall properly.
That is ESET again, just through a reseller.
