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CB530

ESET Staff
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  1. Upvote
    CB530 received kudos from Peter Randziak in Have I to contact Slovakia?   
    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. 
  2. Upvote
    CB530 received kudos from Peter Randziak in Have I to contact Slovakia?   
    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. 
  3. Upvote
    CB530 received kudos from Peter Randziak in Have I to contact Slovakia?   
    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. 
  4. Upvote
    CB530 received kudos from shocked in ESET Tech Support   
    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. 
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