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Support ticket not responded to since last week. Please help!


smile71

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My brother resides in Japan, and he bought ESET Multi-Device Security Home Office Edition (Download version) last week, on the 8th September, 2015. This Product is meant for me, as I requested him to buy it for me.

He received an email to confirm the order, and also received a second email which suppose to include the link to download the product, with the license information. Surprisingly, the email came without the license information.

Therefore, I sent a support ticket on the 11th September, 2015 with the information he used to purchase the product, and he received an automated email same day saying "Thank you for contacting ESET Customer Care. Your request has been received. We will review your case and respond within 1 business day. Case #1349507 - "Purchase/Renewal/Refund" has been created for you."

Now, it's been close to 3 business days and he hasn't received any response yet. I am alarmed right now, because of similar experiences I just read on this forum. Please, I need help to get this Case reviewed and resolved as soon as possible. My brother is very busy to follow this Case. That's why I'm doing this, and moreover it's my product.

Below is the copy of the email my brother received and forwarded to me, if that will help. Thanks.

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  • Administrators

It could be that your ticket was routed to the Japanese distributor as the ESET product was purchased there. We'll ask the US department to check the status of the ticket.

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Thanks for responding to my post. My brother didn't buy the product from the Japanese website, but rather purchased it from the US site. I am wondering if the ticket will be routed to the Japanese distributor. But anyway, I am waiting to see the status of the ticket.

 

Thanks once again.

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  • Former ESET Employees

Confirming that our support agents sent him the license information about 4 hours after the last post here. @smile71 please let us know if your brother has not received this information. Thank you.

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Sorry I couldn't update my earlier post in time, because I have been out of coverage area (internet coverage). Indeed, my brother received the license information, after he had a live chat with one of ESET Agents in the US.

Anyway, thanks to all of you for the help.

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