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ESET Support not responding - how can I check the status of a ticket?


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Go to solution Solved by jonathan.deane_UK,

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Hello, 

I have raised a ticket with ESET Business support on June 21 They usually respond quickly, however other than the automatic reply, I haven't heard from them at all. I chased them up on 22nd, and still no response. It has been six days now, is there any way to call support and ask them for the status of the ticket? I tried to search the web, however all ESET phone numbers seem to be for other departments - not support. Preferably I would like an UK number, however I am willing to take anything at this point. 

I hope someone can help.

Best Regards,

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Hi,

Which country did you purchase your ESET licence from?

If you purchased it from outside of the UK then, then ESET UK support would not be able to assist you, the ESET support is performed locally from the country you purchased from.

When you raise a support ticket from within the ESET software it would route the ticket automatically to the correct country for your support.

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Hello,

 

It was purchased in the UK. I probably have to mention that it is a business license with about 600 seats.

 

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Further to my previous reply, in the email containing the licensing information there is the following section:

image.png.055e156b7515e585a356649f02848121.png

 

I tried calling the technical support number but is says ESET UK are currently closed (it is 12:54PM UK time). Judging by the phone code, this is a US line, but why is it promoted as UK support, and the times listed do not have time zone information. 

Is anyone able to provide some insight? What if we have a P1 case that requires immediate assistance? How are we supposed to get a hold of anyone if support is not replying to emails, and not picking up the phone?

 

 

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  • Solution

Regardless of the size of the license you can call ESET UK Support on 01202 405 405 option 3 for support, please have your Public License ID (XXX-XXX-XXX) to hand when you call so we can locate your license and any existing tickets for you.

The phone lines were closed for an internal event as per our web contact page and are now available again from 1pm,please try to call again.

 

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