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With recent issues and lack of communication from your UK office


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We have been an ESET reseller for over 14 years and have enjoyed a very good and healthy relationship with ESET UK.
Over the last 24 months the relationship has been anything but smooth. With the recent implementation of license counting (which we support), as repair company this has become a nightmare. We are now often finding ourselves stuck in an impasse, taking days for the UK office to sort it, if at all.


We have had a complaint open for 3 weeks now, and still have no resolution to the issue. I have tried to speak with various members in ESET to be told, there is nothing they can do. I have formally asked for someone in Management, Nicky, to contact us as this needs to be resolved. To date, no one in senior management is willing to deal with this.


In recent months we have found some members of ESET UK to be rude, and lacking knowledge.
In desperation, and hope to retain any form of relationship with ESET, I am hoping this post will get the attention it requires. 
The Issue.


•    PC came in for repair with the hard drive failed. We replaced the hard drive and re-installed Windows and the customers applications. When we came to activate the customers ESET products, we were presented with a ‘License Leaked’ error.


•    We contact ESET support to check on the license count. This particular license was for 2 devices. The count was showing 4. That was due to the customer being an ESET customers of ours, for over 13 years. During that time, they have had several replacement laptops and workstations. 


•    The easy solution was to log into the license manager and remove the old devices, or so we thought. The customer had never setup license manager. In fact, when they took their subscription out, license manager never existed!


•    Okay, so we went ahead and created an account for the customer. When we tried to add the license key to the newly created account, it returned an error ‘This license has already been added to a my.eset.com account’ – DOH!


•    Back to ESET UK support, transferred to customer services, transferred to our account manager. Then transferred back to support. Two days later still no answer or work around. Meanwhile, our customers screaming that they want their device back. This is not looking good on us, and yet, we have no control of the situation. Like any decent company, we have communicated with our customer. 

•    We then had two more repair cases similar. This is now becoming urgent to the point I opened an official complaint with ESET UK. Our account manager came back with a quick workaround. The work around did allow the re-activation of the customers purchased product. The resolution was to change the customer’s license key. That’s fine for one user licenses, or even up to a couple, but 10, 15 devices, having to go around each device and change the license key in what was, a fully working machine. Who’s will pick up the cost for doing this? Us, the customer, ESET?

•    It still doesn’t negate the fact, that even a newly created license key could not be added to the my.eset.com account.
As a reseller, 90% of licenses sold through us, are off the back of our repair company. As we have sold thousands of licenses over 14 years, we are going to see this with most of our existing customers when they ever upgrade, replace or have a repair carried out.
So far, I have spent 63 hours in total trying to get this sorted. That has now effectively wiped out all profits on 682 license renewals 682 at our current labour rate.


We will not be referring any new business until I can see ESET has become commercially viable to sell again. Renewals will process for the short term whilst we look into alternative partnerships.
 

I am truly sorry for posting this in an open forum, but need to get this fixed.

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We are sorry to hear that and would like to investigate your communication with ESET UK. Therefore I kindly ask you to drop me a personal message with the rude / inappropriate communication enclosed. I can assure you that we do our best to keep our users and resellers happy and satisfied with our products and services. We will review the communication and then come up with a statement.

When reporting issues with licenses, it is important to provide us with the license public ID.

 

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When we came to activate the customers ESET products, we were presented with a ‘License Leaked’ error.

We assume that the license was used for activation on more computers than allowed by the license. Will check it out when we get the public license ID from you.

 

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We contact ESET support to check on the license count. This particular license was for 2 devices. The count was showing 4. That was due to the customer being an ESET customers of ours, for over 13 years.

Anti-piracy measures were implemented recently. Legacy products didn't support activation either and it was enough to enter just a username and password.

 

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The easy solution was to log into the license manager and remove the old devices, or so we thought.

That's a correct way to free up consumer licenses, e.g. if it was not possible to uninstall ESET properly, if the machine was not connected to the Internet during uninstallation, etc. If the user uninstalls ESET properly, the license is freed automatically.

 

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Okay, so we went ahead and created an account for the customer. When we tried to add the license key to the newly created account, it returned an error ‘This license has already been added to a my.eset.com account’

We'd need to know the email address of the my.eset.com account as well as the public license ID or license key that you attempted to add to the license manager. Please provide this information via a personal message to me and we'll check it out.

 

Feel free to reach out to me here in the forum should you have any issues. We'll look into it and try to help you resolve it to your satisfaction.

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Hi Marcos, thank you for reaching out. I have sent you a PM and will not post anything further for the time being.

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Posted (edited)
On 3/26/2021 at 11:53 AM, Marcos said:

We assume that the license was used for activation on more computers than allowed by the license. Will check it out when we get the public license ID from you.

When ever  an engineer is explaining to me what went wrong, the use of the word "assume", is almost always in the explanation.-That is what went wrong, you should never assume.

The user has been a subscriber for 14 years. His products are always up to date as we see this customer on a regular bases. They have however, had devices lost, failed and replaced over that period of time. It is rare with our customer base for someone just to uninstall ESET.

As a repair company, it is almost due to hardware failure, lost device or replacement. Did you make your partners aware that they have to uninstall the product in order for it to clear down the licence? Do ESET inform all there direct endpoint customers of this, if so, please provide a link to this information so that we can circulate this to our ESET subscribers. At least then we can cover our cost for waiting days for someone in ESET to FIX the problem.

A simple 'stale record' rule would do the trick! i.e. Licence not seen connecting to the update server in 'x' - 12 months?, deactivate from device and remove from licence count. 

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That's a correct way to free up consumer licenses, e.g. if it was not possible to uninstall ESET properly, if the machine was not connected to the Internet during uninstallation, etc. If the user uninstalls ESET properly, the license is freed automatically.

Changing the licence key is okay for 1 or 2 devices, but again, as stated in the forums not acceptable for higher volumes licences.

We cannot add licencing my.eset.com as it returns an error stating that is has already been added to a my.eset.com account. So we have no way to cleardown any of the licences that we have sold over 14 years of being your Partner.

We will not be forwarding any new business until i have received a solution from ESET. We will process renewals for the until 29th April.

Edited by ACUK
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Posted (edited)
11 minutes ago, ACUK said:

A simple 'stale record' rule would do the trick! i.e. Licence not seen connecting to the update server in 'x' - 12 months?, deactivate from device and remove from licence count.

I was going to edit and add this to my previous but is locked so i have added it here.

I would rather take a phone call from a customer and explaining why a device they haven't used for 13 months wants a licence key, than having to spend days trying to get help on this from our PARTNERS.

Edited by ACUK
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Thank you for the feedback. I have passed it to a colleague who will ensure follow-up with the product management / UX.

Unfortunately your use-case is not currently supported but we're working on a solution which will be a sort of combination of EBA/EMA and will allow you to manage your clients' licenses. Currently consumer licenses are supposed to be registered to license owners, ie. to the end users. We do not support the scenario when the reseller's email address is used instead of the customer's one.

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Posted (edited)
On 3/30/2021 at 1:06 PM, Marcos said:

Unfortunately your use-case is not currently supported but we're working on a solution which will be a sort of combination of EBA/EMA and will allow you to manage your clients' licenses. Currently consumer licenses are supposed to be registered to license owners, ie. to the end users. We do not support the scenario when the reseller's email address is used instead of the customer's one.

Hi Marcos,

Thank you for your response.

It is unfortunate as this will effect a very large percentage of your partners worldwide. ESET has always been channel driven so i am quite surprised that this was overlooked and everyone was tarnished with the same brush in respect to licence abuse.

As stated beforehand, there are legal implications for the reseller when passing on personal information to a third part from the original point of contact.

For us, it has been business breaking and very costly as we have not had the support from your UK office in dealing with this. What i am mainly referring to, is the lack of communication, and 2 days to change a licence key, per case.

We will no longer be reselling ESET as a mainstream product, which is sad after 14 years of working with you. 

On 3/30/2021 at 1:06 PM, Marcos said:

Thank you for the feedback. I have passed it to a colleague who will ensure follow-up with the product management / UX.

If the UK office was bothered then they would have investigated this weeks ago before getting to this stage. In 14 years, any problems (not many i have to say) have been solved quickly and professionally. The last 24 months, the UK office seem to have lost focus on what matters.

 

I await a phone call.

Edited by ACUK
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  • 3 weeks later...
On 3/31/2021 at 1:57 PM, ACUK said:
On 3/30/2021 at 1:06 PM, Marcos said:

Thank you for the feedback. I have passed it to a colleague who will ensure follow-up with the product management / UX.

If the UK office was bothered then they would have investigated this weeks ago before getting to this stage. In 14 years, any problems (not many i have to say) have been solved quickly and professionally. The last 24 months, the UK office seem to have lost focus on what matters.

 

I await a phone call.

 

21/04/2021 and still no contact in relation to this issue. Still have paying customers who cannot use the product they purchased.

I really don't have to start posting this elsewhere (Facebook, Spiceworks....) to get the support needed do i?

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