akimiljm 0 Posted February 7, 2023 Share Posted February 7, 2023 The first : I purchased a 3-year 1-user license, but I made a mistake when filling in the valid email. My valid email is: axxxxxxm@gmail.com . But the wrong email address I filled in is: axxxxxxm@mail.com. Yes, I missed a "G". I consulted the licensee in my location, and they replied that they did not have permission to modify it and needed help from the headquarters. And then this is where the disaster begins. . . . . . Now I need help to correct my license valid email address so that I can activate and use it normally. I hope a technician can communicate with me And then : I have 2 points that must be criticized, both disastrous. 1. ESET headquarters does not have email contact information, and other general agents around the world have email address, but when encountering things that agents do not have authority, users cannot find the headquarters for effective communication, which is fatal! ! ! It makes me feel that ESET headquarters has no after-sales service. 2. When the user’s binding authorization email address is incorrectly filled in, the regional agent has no authority to modify it, and I asked the regional general agent for the contact information of ESET’s headquarters, but the regional agent customer actually said no, and the customer service did not know the contact information of the headquarters at all? ? ? This makes me doubt the professionalism of your customer service. Does the customer service know the contact information of the superior? ? ? Not only is this fatal, it is catastrophic. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,277 Posted February 7, 2023 Administrators Share Posted February 7, 2023 The email address has been amended. However, if it was not an obvious typo the issuer of the license (Opentrey Limited from China) would have to make the necessary change. Users are not supposed to contact ESET HQ, that must have been miscommunication from the Chinese partner. Link to comment Share on other sites More sharing options...
akimiljm 0 Posted February 7, 2023 Author Share Posted February 7, 2023 Oh~ Thank you very much for your reply and help. Unfortunately, it is the customer service reply of the general agent that makes the user find the headquarters. If I encounter such incidents in the future, how should I respond correctly? I consulted and sought help from the agent-general agent-headquarters, level by level. Unfortunately, the answer from the other party is that I need to find the headquarters to have the authority to solve the difficulty I encountered. If it is because of poor communication or insufficient staff training, I hope you can pay attention to the assessment of lower-level agents. When I searched for related situations on Google, I could see many situations like mine, but I couldn't find the right way. This forum posting is my last option and last hope. Fortunately, the final result is good and bright. Finally, thank you again for your reply and help, thank you. There is a saying of thanks in China that goes like this: "祝福你工作顺利，身体健康，家庭幸福!!!" It means:"I wish you Good luck with your work，good health and a happy family!!!" Link to comment Share on other sites More sharing options...
Administrators Marcos 5,277 Posted February 7, 2023 Administrators Share Posted February 7, 2023 You can forward me such reply from your local ESET reseller or distributor and we'll reach out to them for clarification. Link to comment Share on other sites More sharing options...
akimiljm 0 Posted February 7, 2023 Author Share Posted February 7, 2023 Ok, I saw https://www.welivesecurity.com/ for the first time, thank you for letting me know. I communicated with the agent by phone, the agent in Shenzhen. Unfortunately, we cannot forward emails or materials to you. If the other party has a recording, you can try to check it. The time is 11:30 local time in China. Now, I need to get away and turn off my computer and have a nice dinner time with my family. goodbye. Link to comment Share on other sites More sharing options...
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