blankslate 1 Posted May 21, 2014 Posted May 21, 2014 Hi. I am (we are) using the paid version of SmartSecurity 7. My wife's computer seems to be infested and I submitted a support request back on the 16th (Fri, 16 May 2014 16:05:06 +0700). It was apparently routed to the Vietnam support group (I am a westerner living in Hanoi.) They responded very quickly that first day (thank you very much!) but I haven't heard back from them since Fri, 16 May 2014 23:16:41 +0700. I have gone through the preliminary troubleshooting procedures and have submitted all the files and logs that they requested with the exception of virus/malware samples that they seem to believe I have. I don't have any of those since ESET has been unable to find what is causing the problem. I wrote them again on Sat, 17 May 2014 13:20:58 +0700, and again Tue, 20 May 2014 08:25:41 +0700 but there has been no response. I imagine it takes a while go through the logs and I am worried that there may be a language/comprehension problem since I can't read or write Vietnamese worth a darn, but I am wondering if you folks have a sense of how long this process should take? We use our computers for a living and this is putting a bit of a kink in our workflow. I appreciate your insight! Thanks.
ESET Moderators Peter Randziak 1,223 Posted May 21, 2014 ESET Moderators Posted May 21, 2014 Hello Blankslate, it may vary depending on current support load in that country. I would recommend you to call them just to check state of your opened support ticket.
blankslate 1 Posted May 21, 2014 Author Posted May 21, 2014 Thank you Peter. I will call in the morning and see if they can help.
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