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Warning: rant ahead

After-the-fact EDIT: Ok, so I got a call back from ESET just now, all issues resolved and am happy again. I understand these things happen, I just kinda hit my threshold. However, this is certainly not the norm for ESET support and now I know what happened to cause it.

So, pretty minor issue; 1 server and 2 workstations can’t get ESET updates. I think to myself, “No problem, I’ll just call ESET support out in CA.” Had good luck with their support before. Apparently they are understaffed because I was on hold for over an hour. And you know, I get it, they make a great product, so they’re busy…but when you as the customer are paying literal THOUSANDS of dollars a year to a company, you expect someone to at least get back to you within the same damn day! After about an hour of holding I gave up and left a voicemail. Did not get a call back that day. Did not get a call back THE NEXT DAY. It was a full 48 hours before someone returned my call, which was on a weekend when I was off!!

I call back the next week, determined to get someone on the phone. I get a tech on the phone. OK great, got the server update issues fixed. He says “Oh, just do those steps on the workstations to fix them. My shift is almost over, so gotta go, BYE!” Kid you not, that’s how it went down. Yeah, the fix did not work on the workstations. Call in and leave a voicemail AGAIN (this was two days ago) and finally get this reply today:

Update for Case #1359980 - "Update issues" 
An ESET Customer Care Representative has updated this case with the following information: 
Hello,

Thank you for contacting ESET Customer Care.

Based on the update problems you described, you most likely need to clear the update cache. For illustrated instructions to do so, click or copy/paste the following Knowledgebase article into your web browser:

------------------------------------------------------------------------------
"Virus signature database update failed" in ESET Endpoint Security or ESET Endpoint Antivirus 
http://kb.eset.com/zap/SOLN3286
------------------------------------------------------------------------------

To expedite your service, ESET Customer Care agents are available via online chat from 6AM to 6PM Pacific time Monday-Friday. Click or copy/paste the link below into your web browser to visit the ESET Customer Care page. Complete the 'Issue Submission' section of the page and click 'Submit' to connect to an agent.

----------------------------------------------------------------
ESET North America Chat Support:
https://helpus.eset.com/
----------------------------------------------------------------

Or, follow the steps below:

In ESET Remote Administrator:
.....

This isn’t Google, we PAY for your service and it isn’t cheap either!! I love the product, but now I’m glad we only did a single year renew, because @OpenText_Cybersecurity is looking great right about now…

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Let me know if you have any questions or want a trial - glad to hear we’re looking good :slight_smile:

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Thanks, Nic. Hopefully I’ll see ya at the next Denver SpiceCorps meet up!

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Unfortunately I won’t be able to make the next one, as I have tickets to see Piff the Magic Dragon that night:

But I’m sure I’ll catch the one after.

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Man that’s too bad. We use ESET, and at first I thought it had waaay too many moving parts and was a bit too configurable, but it has been rock solid. Luckily I have not needed support for quite some time. I’ll have to keep that in mind and plan accordingly.’

Gotta love the ad placement, LOL!

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So, these concerns are legitimate, but I was able to fix one of the workstations by just knuckling down and researching it (Googling) like I do for things we don’t have support on (support makes you lazy, what can I say?). First one needed an uninstall/reinstall BUT I had to use the ESET removal tool too. We’ll see how the next one goes…

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Hello CrimsonKidA.

I just sent you an email that contains my direct contact information. I want to ensure that despite our high call volume, you get assistance and a resolution for the issue you are experiencing. Please feel free to ring me up directly and we’ll get you to an agent who can assist you…we are here to help!

I also have an agent reaching out to you directly as we speak.

Best regards,

Lesley

Business Support Manager, ESET

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Thank you, @lesley-eset . I did just receive a call and feel better about things now. I understand these things happen.

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That’s nothing. We once had ESET go “out of business” and not even have a “hold” option for three weeks. no working phones, no emails, no working products (as they had turned off) for THREE WEEKS. Once they finally got their business running again they actually yelled at US for being unhappy that they had gone effectively out of business and had disabled their products in the field!

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Holy!..they seem to have it together and be stable now, at least I sure hope so. They make awesome AV.

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The company was so evil, unless they can provide documentation that their senior executives were prosecuted in court of the stuff that they did, I would absolutely never do business with them. Only one level shy of Lenovo as the second most outright evil company I’ve ever crossed paths with. They are the enemy of their customers, I would never, under any circumstances, let them into my shop. You can’t trust them. The are the kind of company to be protected against, not to help in protecting us.

They ACTUALLY attempted to extort us and our customers on more than one occasion and broke the law, but as they were not a US company, there was nothing to be done. They leverage their location to do things that are illegal. The quality of their software really isn’t a factor. It’s the ethical stance of the ownership of the company that is the issue.

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