Frank Castiglione

CB530, thank you for your message. Now, I am waiting for your answer.

Hello, I contacted my banks which were debited by ESET. As peteyt wrote, although the amounts have been taken from my accounts, they have not yet been definitively "validated" because they are awaiting a response from ESET. ********** In summary: I am French, I live in Japan and some years ago, I bought on-line an ESET product license via the ESET official website, probably in the default language, English. My ESET Internet Security is installed by default in French, your notification mails are in English, and for several years, I have always renewed my license in Japanese yen. For the renewal of my ESET Internet Security license which was about to expire, I received an e-mail from your service informing me that my automatic payment had been refused. So I followed the proposed link "RENEW YOUR LICENSE" to be able to make an online payment. Having been satisfied with ESET antivirus for several years, I wanted to extend my renewal for not one, but two years. A first attempt failed with the message "Payment was declined" for reasons "Entered the wrong credit/debit card details.・Exceeded your credit limit on your credit card.・Insufficient funds on your debit card." All my bank accounts being supplied, I wanted to pay via a different bank, but I was refused a second then a third time by the same message. Despite my refused online order, the three amounts were debited from my bank accounts. In fact, I paid three times for a license renewal that I did not receive. I thought I was doing the right thing by contacting the local Japanese customer service, but it could not help me because my account data was unknown. Therefore, by clicking on the Help button of my anti-virus software, I had to contact the French customer service who can not help me. I ended up contacting the North American service who replied that I had to join the distributor from whom I originally purchased. I purchased an ESET product via the official ESET website, i.e. an online purchase, I was billed in US dollars and debited in yen, so what department should I contact, if it is neither Japanese, nor French, nor North American? That of aliens, or does anyone at ESET know? Meanwhile, on my license expiration day, ESET charged me again this time automatically, much to my dismay, and sent the invoice to an old email box, again much to my dismay. ESET, what's the heck? ********** After contacting French customer service, I received an ESET questionnaire regarding the quality of technical support. It was still too early, but today I would add to my answer: I've been an ESET customer for years, and I've rarely encountered such a mess anywhere else. I've been an ESET customer for years, and none of the three services I contacted tried to fix my problem after just one indifferent response email. I've been an ESET customer for years, and it was me who had to spend my time finding the solution to a problem that was your fault. Finally, I have been an ESET customer for years, and while I was mistakenly debited 3 times almost $75, no one seems in a hurry for my refunds almost two weeks later, except to make a direct debit for a order different from the one I originally made. Rarely have I been so disappointed with a company I have ordered from, and clearly I will not be recommending an ESET product from now on. Thanks to Marco and peteyt though 😉

By the way, since my antivirus was automatically updated without me having to enter the license key as usual, and I don't have an ESET HOME account to connect it to, do I understand that ESET has a direct control over my antivirus?

Indeed, my antivirus was (automatically?) updated for a year today when my license expired. This is one of the problems solved. However, I originally ordered not a one-year, but a two-year license extension, which also includes a $24.99 discount. What about my two-year license order? At last but not least, what about the extra $74.99 (i.e. 10577 yens) that ESET has to refund me?

peteyt, thank you for your reply. Anyway, I'm really, really disappointed, especially from a company that has over 30 years of experience, and the quality of their customer support service. I have rarely dealt with such bad service. Waiting for someone to deign to solve my problem which has been going on for a week...

Hello, Marcos Thank you very much for your reply. "They do not sell to other countries any more" ESET did not let me know, neither before nor after my payment. "I'd suggest purchasing a new license from your local retailer or ESET distributor" I've already paid twice for a license renewal that I haven't received, and I still haven't been reimbursed, not to mention the time wasted contacting entire ESET. You will understand that I refuse to pay more for the moment. "however, it may still show as "pending" on your side for a couple of days until dropped" My bank account was debited twice. Do you mean a reimbursement? Besides, my license expires on Monday. I don't have my license renewal and I refuse obviously to pay more for the moment. Whereas, satisfied with ESET until last week, I extended my renewal not by one, but by two years, I have no other choice today than to install an antivirus of one other brand?

Hello, I encountered a technical problem of payment via the ESET website a week ago, to be able to renew my license which expires on March 14th. I am French, I live in Japan and some years ago, I bought on-line an ESET product license via the ESET official website, probably in the default language, English. My ESET Internet Security is installed by default in French, your notification mails are in English, and for several years, I have always renewed my license in Japanese yen. To resolve my problem, I thought I was doing the right thing by contacting the local Japanese customer service, but it could not help me because my license data was unknown. Therefore, by clicking on the Help button of my anti-virus software, I had to contact the French customer service who can not help me, and links me to the North America Technical Support. In fact, your company debited my bank account twice the amount of a license for which I did not receive the data for my renewal. My license expires on March 14th and my device will not be protected beyond that. So, please, is there anybody in ESET who can help me? Thank you.