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exclusive distributor refuses to extend my license in my country, what to do?


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I've been using NOD almost since it's beginning, have a licence which I renewed each year but this year local EXCLUSIVE distributor in Croatia out of his own reasons refused to send an offer for payment stating "his company can choose with whome they work with". Each online renewal webpage, each contact when I choose my country leads to them and they keep on ignoring my requests (about 10 of them at least...), what to do?

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  • Administrators

I don't see any reason why a distributor would refuse to renew and extend an existing license. Please provide your public license ID in the form of XXX-XXX-XXX so that I can check your existing license.

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7 hours ago, Guest Branko said:

but this year local EXCLUSIVE distributor in Croatia out of his own reasons refused to send an offer for payment stating "his company can choose with whome they work with"

Are you an Eset partner; i.e. value added retailer (VAR), associated with Eset Croatia LLC? If so, it appears they are terminating their business relationship with you.

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20 hours ago, itman said:

Are you an Eset partner; i.e. value added retailer (VAR), associated with Eset Croatia LLC? If so, it appears they are terminating their business relationship with you.

No, that's not it, they ignore my requests, I got an email from a director saying he "recommends me to start using a different program", an email from their legal representative to mine stating "they can choose with whome their company works with" with which I agree so long it is their product or service, but they refuse to renew me a licence of this product for which they have exclusive distribution rights for my country, therfore, they are discriminating me and denying me access to this product. I also have many screenshots of their automated online site stating my request was received and I'll get an offer to pay for my renewal, but nothing ever comes after that. I also sent emails asking for this offer to renew my licence, no one answered them, but at least one of those emails got read, I have one reading confirmation. Distributors for other countries I contacted say they cannot renew my licence issued in Croatia.

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On 11/6/2023 at 9:26 AM, Marcos said:

I don't see any reason why a distributor would refuse to renew and extend an existing license. Please provide your public license ID in the form of XXX-XXX-XXX so that I can check your existing license.

Is this it; 3AJ-S2J-AVP?

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  • Administrators

We would like to check the communication you've had with the distributor to find out how it was handled. If possible, please drop me a personal message with the whole communication included (translation is not necessary).

We suggest that you buy a new license online which, as told by a colleague from sales, should be a little bit cheaper than purchasing a renewal.

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21 hours ago, Marcos said:

We would like to check the communication you've had with the distributor to find out how it was handled. If possible, please drop me a personal message with the whole communication included (translation is not necessary).

We suggest that you buy a new license online which, as told by a colleague from sales, should be a little bit cheaper than purchasing a renewal.

How do I send a personal message here, I can't find it here how?

And where online to buy this license, all I've seen asks for a country and when I choose mine, it leads to them...

Thanks on your replies!

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6 hours ago, Guest Branko said:

How do I send a personal message here, I can't find it here how?

Refer to the below screen shot. For any posting made by Marcos in the forum, hover your mouse pointer over his name. Then select the Message tab.

Eset_PM.thumb.png.9a3b7b0849ed9647564211dbad93cb73.png

Edited by itman
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22 hours ago, itman said:

Refer to the below screen shot. For any posting made by Marcos in the forum, hover your mouse pointer over his name. Then select the Message tab.

Eset_PM.thumb.png.9a3b7b0849ed9647564211dbad93cb73.png

Looks different for me, I only get "find content" button without other two.

 

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  • Administrators

That's very likely because you are in the Quick questions forum where guests can post quick questions without signing up first.

Quote

And where online to buy this license, all I've seen asks for a country and when I choose mine, it leads to them...

You could purchase a license at https://nort.hr/privatni-korisnici/ without contacting the distributor online like in any other e-store:

image.png

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On 11/9/2023 at 3:07 PM, Marcos said:

That's very likely because you are in the Quick questions forum where guests can post quick questions without signing up first.

You could purchase a license at https://nort.hr/privatni-korisnici/ without contacting the distributor online like in any other e-store:

image.png

I was away for a few days, sorry.

I just purchased my licenses, as I see it still goes through them (exclusive distributor) so I didn't click on "make an offer" (no use, tried it too many times before...) but payed with a card. Now as I understand they must send me my licenses. I'll let you know if/when it happens. Thanks a lot!

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  • 2 weeks later...

The same situation in Russia.

As I understand, Eset does not sell new licences in Russia, but what about renewal (or prolongation) of existing licences?

When I want to buy new Eset license or renew existing license, all the links from eset.com forwards to Russian Eset partner, but as I understand, it does not operate with Eset licences and offers an Indian PRO32 antivirus.

I think this situation is incorrect. Could Eset elaborate solution for existing customers in Russia on how to renew licenses?

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  • Administrators

We do not sell in Russia any more. If you had a license from Russia but are located in another country, please purchase a license from an authorized reseller or distributor in that country.

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1 hour ago, Marcos said:

We do not sell in Russia any more. If you had a license from Russia but are located in another country, please purchase a license from an authorized reseller or distributor in that country.

I'm living in Russia and have been using Eset for 10 years. What does Eset think about relationship with private customers?

I'm dissappointed. I liked your antivirus, but your decision forces me to choose another program, which I do not want.

Or may be Eset could do some temporary prolongation of licenses for private customers in Russia until this situation would be over?

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I don't understand why you don't want to sell licenses in Russia and Belarus anymore. Let's put the war aside and the common people are not guilty of anything on either side. As I read the interview on the link below, ESET lost a large market (14 million euros) due to the non-sale of licenses in Russia and Belarus.
I personally think that we should continue to sell licenses and show that we are for peace and that ordinary people are not to blame for the war. I would sell to Ukraine as well as Russia and Belarus. In particular, I don't know why it stopped selling licenses in Belarus, which is not actually at physical war with Ukraine.

 

IT developer Miroslav Trnka first wanted to heal computers and then society - spectator.sme.sk

 

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I don't understand why you don't want to sell licenses in Russia and Belarus anymore. Let's put the war aside and the common people are not guilty of anything on either side. As I read the interview on the link below, ESET lost a large market (14 million euros) due to the non-sale of licenses in Russia and Belarus.
I personally think that we should continue to sell licenses and show that we are for peace and that ordinary people are not to blame for the war. I would sell to Ukraine as well as Russia and Belarus. In particular, I don't know why it stopped selling licenses in Belarus, which is not actually at physical war with Ukraine.

 

Eset founder: If Fico and Blaha gain power, we will consider leaving the country - spectator.sme.sk

 

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