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disappointed

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Posts posted by disappointed

    Rude and unhelpful customer support

    in General Discussion

    Posted

    9 hours ago, TomasP said:

    Let me tell you an example - you buy a microwave oven from Amazon in USA. When it breaks down, or when you need anything related to it, you can't contact Amazon in Germany and ask them to provide warranty, repair, or refund - even though they operate under the same brand, they are different entities and Amazon USA sold it to you, so only Amazon USA can provide warranty, repair or refund. That does not mean you can't use the microwave in other countries, but the seller who sold it to you is the one you need to contact if anything happens.

    That's because Amazon is a seller, not a manufacturer of the microwave. It I bought Windows, it doesn't matter where I bought it or who I bought it from, as long as the key is legit, I can always contact Microsoft directly and get support from them directly. Microsoft would never tell me to "contact the seller to receive support for Windows".

    After your explanation, I understand that ESET works differently, but such approach is very user-unfriendly, especially because you do not allow someone from Lithuania to purchase a key directly from you. So if I want to purchase an ESET product with an ability to receive support directly from ESET and not from (re)seller there's literally no way for me to do that.

    As you have explained to me that I would be able to receive support in English from ESET Romania, and I can legally use the key purchased from them in Lithuania, I have decided to keep and use that key.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    Many people in this very thread agreed with me that the communication of the Lithuanian ESET representative was inappropriate, and I don't understand why you STILL keep defending them and trying to argue they did nothing wrong.

    They DID accuse me:

    5:55:18 PM‎ Consultant: that's not your license
    5:55:39 PM‎ Consultant: looks like a pirated key

    Because it IS my license, it is active at this moment on the computer I am on, literally right now.

    They refused to help me several times:

    1.

    6:00:42 PM‎ Me: Can you send me a link to information about how keys are delegated to countries? That's the first time I'm hearing about this. I registered the key using Internet Security downloaded from eset.com while being in Lithuania.
    6:00:49 PM‎ Consultant: unfortunately, we only provide information for purchases in our country.

    I was asking a general question (how keys are delegated to countries), so it should have made no difference which country my previous license was purchased in. It would have made sense if I was asking for information about the license, but I was not.

    2.

    6:02:56 PM‎ Me: That's great, but I don't understand why you refuse to provide information when I am now trying to purchase the key here, and on top of that you are accusing me of piracy, when the key is clearly purchased legally. You still haven't sent me information when it would be written that it's not allowed to use a key purchased in another country in Lithuania.

    Again they refused to answer my question (show where it's written that it's not allowed to use a key purchased in another country in Lithuania), and instead replied with irrelevant information that they can't renew the license, which I was not asking them about anymore.

    6:03:03 PM‎ Consultant: now you can purchase only a new license, because we can't renew that key
    6:03:15 PM‎ Consultant: eset is sold according to regions
    6:03:36 PM‎ Consultant: and we can't renew foreign license, unfortunately

    3.

    6:03:44 PM‎ Me: Show me where is says on your website that using a key purchased in another country is "piracy".
    6:04:23 PM‎ Consultant: we won't discuss this, I am only telling you what we can do

    The consultant openly said "we won't discuss this" and refused to answer my question (show me where is says on your website that using a key purchased in another country is "piracy").

    13 minutes ago, TomasP said:

    If you'd like us to facilitate the communication and ask them to reach out to you, just let me know in a private message here on the forum, I can get ahold of them and make sure this is resolved to your satisfaction.

    If you read the full thread, you can see I already purchased a new key from eset.ro, because someone in the forum advised me to use a U.S. VPN, and that's where I got redirected after using it.

    But I now understand that by doing that I still voided my ability to receive support on eset.com, so the only thing I am interested right now is how to transfer or exchange that key to one from eset.com, or in any other way enable me to receive support from eset.com.

    For the reasons I have explained several times, but which you refuse to accept or understand (even though several people in this thread agreed with me), I do not want anything to do with people who were rude to me (ESET Lithuania).

    Rude and unhelpful customer support

    in General Discussion

    Posted · Edited by disappointed

    1 hour ago, SeriousHoax said:

    We can't change what happened and you're unlucky that a non-authorized seller sold you a pirated license 2 years ago.

    Now if you're still reluctant to buy from your local ESET website then you may go to one of the authorized partner by yourself and buy a physical copy of it from there and this time make sure to register the ESET license to your ESET account. An account isn't needed but it lets you see if the license you is being used on a PC or not.

    https://www.eset.com/lt/platintojai/

    Then it would be a Lithuanian key, and I would still need to deal with the rude and unhelpful Lithuanian support if I ever had any problem. That's why I wanted to purchase directly from eset.com, so I could work with someone who doesn't automatically treat me as a criminal.

    To reiterate, the main point of my post was not keys, licenses, license prices, or sellers (legitimate or not), it was the rude behavior of Lithuanian ESET support representative.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    2 hours ago, TomasP said:

    What needs to be said is that local ESET offices don't see the details of the license, e.g. how many times it was activated. This info was only brought up by Marcos here, because only we at ESET HQ can access such data.

    As I previously mentioned, they literally saw no information on the license, it does not exist in their system. So when a Lithuanian person approaches Lithuanian ESET office with a license that was not purchased in Lithuania (i.e. a license they don't see in the system), there is very little they can do. And they - correctly - assumed the key was pirated by someone who sold it to you.

    So the conversation as you proposed it could not have happened, because they don't have the information to base it on. Instead, they explained the options based on the information available - i.e. contact the reseller who you purchased the license from, or purchase a new license in Lithuania.

    The problem was that they accused me of piracy and refused to provide me information. I did want to purchase a new license in Lithuania, that's literally why I contacted them. I changed my mind because they insulted me and refused to help me.

    I don't know why that's so hard to understand.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    Just now, peteyt said:

    I think maybe there should be a script for future when this happens to avoid any misunderstandings e.g. with the eset rep explaining that the license has been miss sold and the seller was a scammer. This should stop the victim feeling at fault or feeling they are being accused of something

    I agree, and like I wrote in my previous comment, all of this could have been easily avoided:

    15 minutes ago, disappointed said:

    This is how it SHOULD have went:

    Consultant: Hello, how can I help you?
    5:52:56 PM‎ Me: Hello, I wanted to renew my ESET internet security license. On the website it's written that when renewing a license, the new license should be cheaper, but on the last step the price remains the same as when buying a new license, e.g. 92.37€ for three years.
    5:53:55 PM‎ Consultant: Can you please let me know your current key?
    5:54:10 PM‎ Me: EAV-********** [edited]
    5:54:32 PM‎ Me: License ID: ***-***-*** [edited]
    5:55:18 PM‎ Consultant: Oh no, it looks like this key was activated several times, while only being valid for one computer. This sometimes happens when key resellers sell the same key to several people.  I'm sorry this happened to you, but I'm afraid that because of that, we won't be able to apply a discount for renewal. Of course, you're still very welcome to purchase a new key from us. If you don't mind me asking, maybe you remember where you purchased the current key from?

    5:52:56 PM‎ Me: Sorry, I don't remember as it happened a long time ago. That's ok, I will buy the new key now, thanks for your help.
    5:53:55 PM‎ Consultant: No problem, have a great day!

     

    Rude and unhelpful customer support

    in General Discussion

    Posted · Edited by disappointed

    11 minutes ago, itman said:

    In reality this is very much the case. Try arguing a cracked/misappropriated software license case with Microsoft and see where you will get.

    In reality it's the opposite of what you claim, especially with Microsoft. There was a case in my country started by the government against people who downloaded pirated/cracked Windows versions. Microsoft wanted nothing to do with it and the government lost the case.

    Also, several years ago (actually more like 15 years ago), Microsoft was giving out legit licenses to anyone who provided them a pirated Windows CD and disclosed where they purchased it from (i.e. you could bring a pirated Windows CD to Microsoft and they would give you a legit Windows license). This happened in my country (Lithuania), so maybe in the U.S. Microsoft's approach is very different.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    This is how it SHOULD have went:

    Consultant: Hello, how can I help you?
    5:52:56 PM‎ Me: Hello, I wanted to renew my ESET internet security license. On the website it's written that when renewing a license, the new license should be cheaper, but on the last step the price remains the same as when buying a new license, e.g. 92.37€ for three years.
    5:53:55 PM‎ Consultant: Can you please let me know your current key?
    5:54:10 PM‎ Me: EAV-********** [edited]
    5:54:32 PM‎ Me: License ID: ***-***-*** [edited]
    5:55:18 PM‎ Consultant: Oh no, it looks like this key was activated several times, while only being valid for one computer. This sometimes happens when key resellers sell the same key to several people.  I'm sorry this happened to you, but I'm afraid that because of that, we won't be able to apply a discount for renewal. Of course, you're still very welcome to purchase a new key from us. If you don't mind me asking, maybe you remember where you purchased the current key from?

    5:52:56 PM‎ Me: Sorry, I don't remember as it happened a long time ago. That's ok, I will buy the new key now, thanks for your help.
    5:53:55 PM‎ Consultant: No problem, have a great day!

    Rude and unhelpful customer support

    in General Discussion

    Posted

    21 minutes ago, itman said:

    It is repeatedly stressed in this forum to only purchase a license directly from Eset or one of its in country authorized distributors.

    I tried to purchase a key today from eset.lt. They refused to help me and accused me of being a pirate (this is how this thread started). Don't be surprised that people seek other distributors to purchase keys from (and in the process purchase keys from illegitimate distributors), if you insult and turn away customers who literally came to you with the intent of making an immediate purchase.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    2 minutes ago, itman said:

    Also since this invalid license issue keeps arising in the forum, I will say this.

    The license is valid, it's literally still active on the computer I am typing from. It should not be customers responsibility to figure out whether reseller is legit or not. If I bought a key, entered it into software downloaded from eset.com, and the software accepted the key as legit (without me using any cracks or additional software or modifications), then, as far as I'm concerned, the key is legit, because there's literally no way for me to know that it's supposedly reused.

    ESET should focus on closing down these illegitimate key resellers and/or disallowing such keys to be registered using ESET software in the first place, instead of blaming the customers.

    If that helps, I found the store I purchased the key from by going to google and searching for something like "buy ESET internet security" (don't remember exact phrasing). Then I clicked one of the first links in the results (might have been a link from the google ads). Since it was 2 years ago, I doubt that will help, but I don't have more information than that.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    1 minute ago, itman said:

    Whereas the tech support person could have been a bit more "tactful" in his reply language, it was not unreasonable for him to assume a cracked license situation.

    I disagree, I would say it was unreasonable and inappropriate, but I don't think that by continuing to chat here anyone will help me, so I will be leaving. Everyone else can read this thread and decide for themselves whether such behavior was reasonable or not.

    Rude and unhelpful customer support

    in General Discussion

    Posted · Edited by disappointed

    8 minutes ago, itman said:

    Again and previously noted, I am not an Eset employee.

    Unless Eset makes an exception which is highly doubtful, there is no other purchase alternative.

    Note that there are reasons for this. One is Lithuania imposes a V.A.T. on purchases. Eset sales organizations in other countries only comply with in-country purchase requirements and are not trained to do otherwise.

    The price on eset.com and eset.lt is almost identical, so I don't think VAT has anything do to with this.

    On eset.com (Internet Security, 3 years): $109.98 = 93.04 EUR

    On eset.lt (Internet Security, 3 years):  92.37 EUR

    Therefore on eset.com it's even slightly more expensive, so I don't see the issue for ESET if I pay more, not less.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    4 minutes ago, Marcos said:

    Itman is a knowledgeable member of the forum and he's highly respected by other users.

    What you can do is to ask the Romanian sales for a refund and purchase from your local ESET partner then. You wrote that you were accused of piracy, however, reading the chat history that you posted this was not the case:

    Consultant: I am not accusing you of piracy, but there are situations when the same foreign key is sold to several customers

    They claimed that, but previously they have written:

    5:55:18 PM‎ Consultant: that's not your license
    5:55:39 PM‎ Consultant: looks like a pirated key

    So claiming "I did not accuse you of piracy" was absurd and false.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    2 minutes ago, itman said:

    This is the primary reason you should have purchased from Eset in Lithuania.

    If you don't like any of the above, get a refund from Eset Romania and then purchase from Eset Lithuania.

    I'm not going to purchase from someone who insulted me when I tried to get customer support. Why do you then allow your local distributors to insult people if you also not allow people to purchase from different distributors?

    I am NOT purchasing from someone who accused me of being a "pirate". If there is no possibility for me to legally buy the key from a different distributor, then I would rather buy a different Antivirus, even though I used ESET for years and recommended it to everyone who asked me about antivirus software.

    Rude and unhelpful customer support

    in General Discussion

    Posted

    1 minute ago, Marcos said:

    The seller is the Romanian partner. We are ESET, s r.o. based in Slovakia. Also I didn't instruct you to use VPN in order to purchase from the US.

    "This would be indicative of Eset U.S. LLC restricting issuing of licenses only to U.S. residents. Or at least, those whose browser beacon indicates the connecting device is based in the U.S. If you were using a VPN, you might be able to configure it to appear your device was in the U.S. by using a DNS server located in the U.S.."

    Rude and unhelpful customer support

    in General Discussion

    Posted · Edited by disappointed

    I don't speak Romanian, and as I said I would have preferred to purchase from eset.com directly, but it kept redirecting me.

    Are you saying that I won't be able to get support from eset.com? Not just regarding this, but in general, if I ever have any issue?

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