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Russian ESET support shames ESET brand


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I found zero day threat which no one antivirus(including ESET) could detect. I decided to ask Russian ESET support to send this file to ESET virus laboratory for virus analysts. But Russian support refused to send this file to the virus laboratory. They just checked this file via VirusTotal and said me: "VirusTotal didn't detect any malware, so I will not send this file to ESET virus laboratory!" So ESET doesn't do any own analyses of threats, ESET just rewrite results of other vendors? We can think so, but it's not true. Here's why. I asked Ukrainian ESET support to send this file to ESET virus laboratory. And they did it very quickly and without problems. And ESET virus analysts said this file is dangerous threat and they will add it to antivirus databases.

Also Russian support was very rude with me. They said me to stop send to them files which they think are clean(but all malware analysts(including ESET's) don't think so) and to send them files only which VirusTotal detects like malware. Their computer knowledges are very poor.

Why I am very angry with Russian support:

1. They refuse to send a virus sample to the virus laboratory.

2.  Instead of sending samples to the virus laboratory they just check them via VirusTotal.

3. They call dangerous threats "clean files".

4. They promote anti malware software of other vendors.

5. They are sure if other vendors didn't detect the threat then it does not exist.

6. They trust other vendors better than ESET.

7. They are very rude.

8. They deliberately stalling for time when ESET users infect their systems by this dangerous threat.

9.  They create conflict situations.

10. They said(multiple times) I can't submit virus samples because I didn't buy any ESET product.

11. They have very poor computer knowledges.

Ukrainian support do their job well. They are polite and skilled.

I wrote about this situation on Russian official ESET forum. After 6 minutes I published my topic, forum administrators deleted it. So they know that their support is horrible and try to hide it from public.

Snipped

Edited by Marcos
Private communication removed
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4 minutes ago, Marcos said:

ESET doesn't sell in Russia any more (https://www.eset.com/int/ua-crisis/).

If you have suspicious undetected samples, please send them to samples[at]eset.com and we will check them.

I know that there are not any sales of ESET products in Russia, but Russian ESET support continue to work and to shame ESET brand.

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On 7/20/2022 at 9:02 PM, Kristal said:

Also Russian support was very rude with me. They said me to stop send to them files which they think are clean(but all malware analysts(including ESET's) don't think so) and to send them files only which VirusTotal detects like malware. Their computer knowledges are very poor.

I mean if they have said that then that is stupid. Why would anyone need to send a sample of malware that is being detected. Well I suppose if someone claimed it was a false positive.

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  • 2 weeks later...
On 7/22/2022 at 1:51 AM, peteyt said:

if they have said

Obviously they did it. I picked screenshots of their emails for proofs, but Marcos deleted them.

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  • 2 weeks later...

I think Slovak guys must end Russian support(Russian customers who bought ESET products earlier can write to another support via Google Translate), or to fire these awful Russian support agents and to employ new ones. Because these awful agents of Russian ESET support shame ESET brand. People who spoke with them after so negative experience get not good impression about ESET.

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9 minutes ago, Marcos said:

As explained in https://www.eset.com/int/ua-crisis/, ESET stop selling and providing support to Russia.

I believe Eset is still supporting existing licensed products via in-country contracted support personnel because they are legally obligated to do so. Is this correct?

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27 minutes ago, Marcos said:

As explained in https://www.eset.com/int/ua-crisis/, ESET stop selling and providing support to Russia.

Selling yes, providing support not. ESET continue provide WIDE support in Russia. I have a lot of proofs.

www.esetnod32.ru - official Russian ESET website, currently works

support@esetnod32.ru - official email address of Russian ESET support, it works right now

+78002000157 - phone number of Russian ESET support, you can call to them via this phone number right now and to get support.

www.esetnod32.ru/support/ - official web page of Russian ESET support.

forum.esetnod32.ru - official forum of Russian ESET team, currently works on 100%

And screenshots. All screenshots I took today.

Ugsf0zy.jpeg

 

7ZPrk5i.jpeg

 

QTRX6qy.jpeg

 

XsRHfPt.jpeg

 

Edited by Kristal
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We do not provide support to Russia and Belarus. The former distributor may continue to support their customers since they paid for the product and support, however, ESET HQ doesn't cooperate with the distributor and doesn't support him.

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34 minutes ago, Marcos said:

We do not provide support to Russia and Belarus. The former distributor may continue to support their customers since they paid for the product and support, however, ESET HQ doesn't cooperate with the distributor and doesn't support him.

Why my post above is hidden?

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2 minutes ago, Marcos said:

Probably because it was pending for approval due to an enclosed url.

Oh, ok.

42 minutes ago, Marcos said:

We do not provide support to Russia and Belarus. The former distributor may continue to support their customers since they paid for the product and support, however, ESET HQ doesn't cooperate with the distributor and doesn't support him.

Now I understood why the quality of Russian ESET support changed, because ESET stopped to control it. Thank you for your answer.

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2 hours ago, Marcos said:

We do not provide support to Russia and Belarus. The former distributor may continue to support their customers since they paid for the product and support, however, ESET HQ doesn't cooperate with the distributor and doesn't support him.

I will add - that if they are using the Eset name and giving bad support - this could look bad for Eset in general. Most customers, general public etc. will not realise they are not linked with HQ

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13 hours ago, peteyt said:

I will add - that if they are using the Eset name and giving bad support - this could look bad for Eset in general. Most customers, general public etc. will not realise they are not linked with HQ

I'm not sure it is a simple case of just telling them to stop using the name even if they wanted to. Normally it would be a legal matter and you would have the weight of the legal system behind you. But given the circumstances I doubt the legal system would go after their own people for the benefit of western countries.  

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51 minutes ago, TheStill said:

I'm not sure it is a simple case of just telling them to stop using the name even if they wanted to. Normally it would be a legal matter and you would have the weight of the legal system behind you. But given the circumstances I doubt the legal system would go after their own people for the benefit of western countries.  

Yeah I did think it might be complicated and political 

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