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Never received license e-mail - 2021 Boxing Week Sale


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It has been more than 2 days since I purchased ESET Smart Security Premium through the 2021 Boxing Week sale and I still have not received the license information.  Never received any emails from ESET (yes I have checked junk, promotions etc. and I only use the one email address).  I have been an ESET customer for over 10 years and never experienced this issue, I have been back and forth with sales and tech support for two days and nobody is even able to find the purchase information.  I have a screenshot of the confirmation page confirming my e-mail address is correct and I have provided the sales/tech support with the confirmation number and they STILL nobody can help.  I've called VISA and confirmed the payment has gone through (which it has and is posted to my account) and I am completely out of ideas.  Someone from sales management was supposed to call me by the end of the day yesterday and surprise nobody called.  I'm out of ideas and extremely disappointed with ESET, their customer service, and this entire experience.  I feel my only option left at this point is to have VISA reverse the charge and switch to a different antivirus product.  Maybe someone from ESET will actually see this and be able to help.  

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To add additional info to this, I did follow the steps to recover my license information and it was not helpful.  It only sent me the license information for my expired product and not from my recent purchase.  Here is the link to the ESET page where I purchased ESET Smart Security Premium (5 devices).  https://www.eset.com/ca/home/smart-security-premium-promo/  

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Eset North America which I assume handles Canadian license purchases was on Christmas holiday break though 12/27. Hopefully, you will hear from them today or tomorrow.

Also when I open this link: https://www.eset.com/ca/home/smart-security-premium-promo/ , it opens the Eset U.S. web site. Wonder if that's a factor here.

Edited by itman
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The link above is showing the prices in Canadian dollars and has the /ca in the link for me.  I navigated to this page directly from the ESET homepage and this is how I purchase ESET products every single year.  I spoke with ESET staff in California today and yesterday and they have no record of my purchase even though I have provided the confirmation information.

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2 hours ago, chrisgnash said:

I've called VISA and confirmed the payment has gone through (which it has and is posted to my account) and I am completely out of ideas.

There should be some seller information associated with this account posting. Maybe that will shed some light on what is going on.

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1 minute ago, itman said:

There should be some seller information associated with this account posting. Maybe that will shed some light on what is going on.

Thanks, VISA provided me with a confirmation code from the purchase which I provided to ESET and I was told by the staff on the phone they had "no way to do a reverse lookup on the transaction" 

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4 minutes ago, chrisgnash said:

Thanks, VISA provided me with a confirmation code from the purchase which I provided to ESET and I was told by the staff on the phone they had "no way to do a reverse lookup on the transaction" 

You should be able to access this transaction detail via logging on to the bank website that issued your VISA card.

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1 minute ago, itman said:

You should be able to access this transaction detail via logging on to the bank website that issued your VISA card.

Yes, I've done this and noted the transaction details and provided what is there to ESET when they were trying to find the purchase to no avail. 

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I've asked a colleague from ESET LLC to get somebody respond here. You can temporarily activate a trial version or I could generate a trial license for you while the issue is being investigated.

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11 hours ago, Marcos said:

I've asked a colleague from ESET LLC to get somebody respond here. You can temporarily activate a trial version or I could generate a trial license for you while the issue is being investigated.

Thank you, I've activated a trial license for the time being.  Looking forward to hearing from your ESET colleague.  

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Have you tried the following?

1. Go to Eset Canada web site home page.

2. Mouse click on "Existing Customer."

3. Mouse click on "Retrieve My License Information." Then enter the email address you used when purchasing.

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17 minutes ago, itman said:

Have you tried the following?

1. Go to Eset Canada web site home page.

2. Mouse click on "Existing Customer."

3. Mouse click on "Retrieve My License Information." Then enter the email address you used when purchasing.

I have, thanks for the suggestion.  It only sends my expired license.  I called the Canadian support line this morning and it forwards to the office in California.  They said they are on it and will get back to me with a solution.  

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Update on this, it has now been more than 4 days since I purchased ESET Smart Security Premium and still no license has been sent to me (also nothing showing in ESET Home).  No word from ESET sales or tech support either.

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I've heard from ESET LLC that you had a call with them yesterday and that the issue was being worked on. I've asked them to reply here.

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4 minutes ago, Marcos said:

I've heard from ESET LLC that you had a call with them yesterday and that the issue was being worked on. I've asked them to reply here.

Thanks. Yes, I did call back again yesterday because I had not received a response and I was looking for an update to which there was none. Hoping this is resolved soon.

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The issue is allegedly related to discount misconfiguration and colleagues from ESET LLC are working on a resolution. You should get a compensation for the issue caused. We apologize for the inconvenience. ESET LLC will keep you posted about the progress.

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Today is 132/30/21...I am having the same problem that is stated by the first entry....I am not from Canada, but from usa...I have spent over two weeks of trying to get help from eset...to no avail...except they did sent me a letter telling me they were closing my issue without any help for the  issue i have been asking help for...

 

 

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ok...I also have trouble with eset storing my passwords, leaving me unable to see what they are...therefor, I cannot know what my passwords are!!!!ugh!

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3 hours ago, hatzer said:

Today is 132/30/21...I am having the same problem that is stated by the first entry....I am not from Canada, but from usa...I have spent over two weeks of trying to get help from eset...to no avail...except they did sent me a letter telling me they were closing my issue without any help for the  issue i have been asking help for...

The problem of OP is that his license was not extended after purchasing a renewal. Are you having the same issue? Because you've mentioned a problem storing passwords which is not what OP reported and you've posted in the same topic. If your problem is different, please re-post in a new topic and provide also the ticket ID if you have already reached out to customer care and raised a support ticket.

There is an expired ESSP license registered with your forum email address. If the license was added to a different HOME ESET account, a verification email would have been sent to your email address hXXXXXX2@gmail.com.

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10 hours ago, Marcos said:

The issue is allegedly related to discount misconfiguration and colleagues from ESET LLC are working on a resolution. You should get a compensation for the issue caused. We apologize for the inconvenience. ESET LLC will keep you posted about the progress.

Thank you for the update, looking forward to having this resolved.  Would you happen to have an ETA on when I can expect the licenses to be fixed?

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After 10 days of waiting for the licenses that I had purchased through the ESET store and still not receiving them, I have decided to request a refund and change providers after many years with ESET.  I contacted sales this morning to have them process the refund.  I am extremely disappointed.  This thread can now be closed.

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I'm sorry to hear that and apologize for the inconvenience. It's unfortunate that it happened during Xmas holidays when a lot of staff is not on duty. I've asked the US director of tech. support to investigate why it took longer to handle the case regardless of the holidays and to take measures to prevent it from happening in the future.

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13 minutes ago, Marcos said:

I've asked the US director of tech. support to investigate why it took longer to handle the case regardless of the holidays and to take measures to prevent it from happening in the future.

Also ask why eStore e-mail verification is still busted.

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