Carl S 1 Posted July 14, 2013 Share Posted July 14, 2013 Kid's computer license for ESS has expired as of yesterday. I go to eset.com/renew and put in username and email address, and it reports, "The renewal period for this license has expired. You will need to purchasea new license in order to continue protection with ESET." Huh, the web page clearly says I can renew 90 days before and 60 days after. I double-checked and it says that it expired on 7/13/2013. I even went to Help and Support and used "Verify Licence Validity" and it says "License was valid until 7/13/2013." What gives? Link to comment Share on other sites More sharing options...
Janus 210 Posted July 14, 2013 Share Posted July 14, 2013 Hey Carl S. I think the best advice here, is in your own post. Try to call Eset on the phone number given in your screen capture. I have no doubt that they will help you out. Regards, Janus Link to comment Share on other sites More sharing options...
Carl S 1 Posted July 14, 2013 Author Share Posted July 14, 2013 I know. I just wish they had hours that didn't conflict with work. Link to comment Share on other sites More sharing options...
Carl S 1 Posted July 15, 2013 Author Share Posted July 15, 2013 They must be busy over there catching up with weekend messages. Left a message right as they opened, taking advantage of their call-back feature, and it's been a couple of hours. I'm glad I left my cell number as well, as I'll be heading off to lunch soon and would be upset if they called while I was away. Link to comment Share on other sites More sharing options...
Carl S 1 Posted July 15, 2013 Author Share Posted July 15, 2013 ESET never did call me back. Very disappointing as I've always gotten good phone support from them in the past. When I called them back this afternoon, I did not use the callback option, and just waited a minute or so to get someone. It turns out that the issue was that I have purchased another license using the same email address through a reseller. Even though this one that I'm renewing was not purchased through that reseller, that reseller apparently has commandeered all renewals related to the email address. Seems like a bad system to me. A) Buy 1 license for xyzzy@example.com through ESET store. B) Buy 1 license for xyzzy@example.com through ESET store. C) Buy 1 license for xyzzy@example.com through reseller. Cannot renew license "A" because reseller now controls all your renewals. That stinks. Link to comment Share on other sites More sharing options...
webyourbusiness 4 Posted July 16, 2013 Share Posted July 16, 2013 As the reseller involved here - I can state that we did not "commandeer all renewals related to the email address" - ESET is a partner channel based company - if you you register/purchase licenses through a reseller, ESET than allocates your account - identified by email address, to the reseller. If you want to change resellers, or deal directly with ESET instead of the reseller - then contacting ESET and asking for that purchase option should override the reseller arrangement. ESET is, in the end - going to benefit from a happy customer more than anything. That said - we did speak on the phone yesterday - and I was able to get this license renewed - even though the ESET websites said it could not be renewed - we got you a renewal processed at renewal rates. We can sometimes work "magic" that the ESET website cannot. We're a small family run reseller- although we have a LOT of ESET customers - we continue to do well selling ESET software solutions because we are in the customer service business - we happen to sell a product we love and use ourselves - which is the ESET software. I hope that my explanation of the way ESET handled your account - ie, you are directed to a reseller based on the past relationship - keyed on your EMAIL address - not the license itself has cleared up any confusion - we certainly didn't commandeer your business! Link to comment Share on other sites More sharing options...
Former ESET Employees JavierSeguraNA 36 Posted July 16, 2013 Former ESET Employees Share Posted July 16, 2013 We'll allow 24hrs to pass before marking this issue as resolved so that Carl S has an opportunity to respond. Thank you webyourbusiness for your positive contribution. Link to comment Share on other sites More sharing options...
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