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CB530

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Posts posted by CB530

    Have I to contact Slovakia?

    in General Discussion

    Posted

    We have identified the charges and I have personally verified with our finance team that any charges aside from the single charge that processed should fall off for @Frank Castiglione. I am also working with our licensing team to extend the license by an additional year to reconcile the renewal issues. I will be driving further communication on this matter with Frank in private so as not to overshare information about his license and finances. 

    Have I to contact Slovakia?

    in General Discussion

    Posted

    Hi friends, I was able to get in touch with @Frank Castiglione (thanks Frank!) and we have all the necessary license info to investigate. Our backend team is looking into the charges now, we'll collaborate with other regional offices if-necessary to make things right. If it's a matter of sorting things out with the banks, we'll make sure that Frank's license is where it should be or better. I expect to have more to share soon. 

    Have I to contact Slovakia?

    in General Discussion

    Posted

    Hello @Frank Castiglione,

    On behalf of ESET NORAM support, please accept my apologies for your poor experience. While Marcos's comment regarding our policy of selling within the NORAM region is true insofar as phone transactions, it is possible to purchase through the NORAM online store from other regions. Recently, due to changes in international banking security, this has created negative customer experiences like yours. 

    We have been successful in untangling a few of these situations by working with our counterparts in different regional offices. However, the process becomes very convoluted when banks get involved. We have no means of seeing into how a given bank chooses to allow or deny a transaction, and when a transaction is blocked, different banks will have different policies as to how soon you receive a refund. 

    I will work with the support and consumer Sales teams in NORAM to see that we bring this to a resolution. We appreciate your business and while it is unfortunate that we did not resolve this fully sooner, there are people working diligently to get you a resolution ASAP. I will circle back to this thread when I have more to share. 

    No option to disabled License Auto-Renew !

    in ESET Internet Security & ESET Smart Security Premium

    Posted

    @cutting_edgetech Let me apologize for the confusion here. If you've had difficulty in disabling autorenew for a license you bought in the past, that was never our intention. Thank you for the feedback. I'm working with my colleagues to locate your account, however if you would like to DM me the email associated with the licenses you want to disable autorenew on, I will be happy to make the change. It only takes a moment. 

    Please, in the future, if you have questions related to licensing feel free to contact our Customer Success department at 1 (866) 343-3738, option 1-option 1 again. I believe you'll find it the most direct means of resolving this type of issue. Finally, we are constantly working with our UX and Legal team to improve the auto-renew experience and will take into consideration the things you point out here. 

    ESET Tech Support

    in Quick questions by guests (registration not required)

    Posted

    Hello all, I'll be happy to speak to the concerns of Nate and any other would-be chat users here. The chat client that we use is BeyondTrust, formerly known as Bomgar. It's a very widely used chat client and a highly effective solution. 

    The Terms and Conditions that Nate points out here are not set by ESET. They are baked into the product by BeyondTrust. I have seen customers express concern around them before, and have looked into whether that wording can be changed, it cannot. As a Remote Help software vendor, BeyondTrust is clearly taking steps to ensure that there is no ambiguity around the fact that their software allows for remote control of the end-user's machine. We choose to use their product because it meets our needs in terms of abilities to service our customers, and as such this wording cannot be changed. 

    With that said, the way we have BeyondTrust configured, the customer must still agree to elevate privileges for their support agent before any remote help can be performed. So effectively the language cited here is given well in advance of the support agent having the capability to view a customer's screen and/or execute remote help or transfer files. Following the terms and conditions, there is a privilege elevation step that is required to start remote help, and before that is set in motion, the chat agent is beholden to our internal policy that states they have to message the customer and inform them that they will be able to see the screen and control the mouse. 

    These warnings can be concerning, but they are necessary for BeyondTrust and ESET to protect ourselves, and ethical in the sense that we would never want to mislead a customer about the nature of our support agent's ability to view and operate their machine. Without the capabilities of software like this, we would be at a significant disadvantage when helping the large number of customers who don't feel confident making changes on their machines. So we go along with the necessary legal language to ensure that all parties understand the nature of remote help. 

    I Am Very Ticked Off!

    in ESET Internet Security & ESET Smart Security Premium

    Posted

    Hello itman,

    The promotion that you cite was for new purchases only. It sounds like you renewed an existing license. The cart would not have displayed any discount info for a renewal during the promotion as a result of this. We do still have a promotion running, albeit is slightly changed from the Black Friday deal.

    As you know, changing to a new license will require you to go through the activation process for the new license. With that in mind, if you would like to refund your renewal so that you can make a new purchase at the discounted rate please contact our support team at https://helpus.eset.com and specify the Sales Order number for your renewal. You are within eligibility for a refund for 30 days from the time of purchase. 

    Thank you,

    Chris B.


     

    Not happy with ERA 6

    in ESET PROTECT On-prem (Remote Management)

    Posted

     

    Then I did some more reading in the forums and came across the post about ERA 6 taking away the local update mirror, unless you use the Apache HTTP Proxy.  It blows my mind that ESET would take away all the great and simply functionality that made ERA 5 awesome for whatever you want to call version 6.

     

    Shawkins- I'd just like to point out that at mirror server can be configured on a client with Endpoint Security or Endpoint Antivirus 6 installed. The process is very similar to ERA 5 and the process is documented here.

     

    We also have documentation available for Apache HTTP Proxy, which as Marcos explained, has been introduced as a more complete solution than the previous Mirror server arrangement.

    ESET Store Purchase

    in ESET NOD32 Antivirus

    Posted

    Hi eshrugged,

     

    You can submit a request to our sales team using the form in the GUI, however the quickest way to reach them is over the phone at 1-866-343(3738). I'm going to let them answer your questions 2-4 since they can do so better than I can, but I do know that the renewal transaction is not recurring, you need to contact us when it's time to renew.

    Hope this helps

    ERA Server ApacheHTTPproxy installation

    in ESET PROTECT On-prem (Remote Management)

    Posted

    Hi Ironikx,

    It looks like you saw an older version of that document. We have updated the changes that should be made to the file. Please add these lines instead:
     

    ServerRoot "C:/Program Files/ApacheHttpProxy"

    DocumentRoot "C:\Program Files\ApacheHttpProxy/htdocs"
    <Directory "C:\Program Files\Apache HTTP Proxy/htdocs">

    Options Indexes FollowSymLinks

    AllowOverride None

    Require all granted

    </Directory>

    CacheRoot "C:/Program Files/ApacheHttpProxy/cache"
     

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