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I had a similar experience with NOD32. It was some months ago, so I can't recall the details, but, the basics are that I purchased additional licenses through the computer store. I didn't get a new code. After contact MSU CStore, they directed me to the USA Reseller. I played email and phone tag with them for weeks (6 weeks, perhaps) before eventually getting someone that was helpful. The rep that eventually helped me was very helpful, albeit after weeks and weeks of no response, and explained that ESET was rewriting the backend code that produces licenses, it wasn't working, and s/he couldn't get me the code! To make matters worse, it was explained that I had timed it just right and made my purchase just as the system had gone down. A couple weeks later that same person contacted me with the code. All in all it took something like eight weeks to get 40 more licenses. During this period, we were "over" on our licenses, and so some clients did not receive updates. So, I second David on his, "like the product, hate dealing with the company", sentiment. Brian Hoort -----Original Message----- From: David McFarlane [mailto:[log in to unmask]] Sent: Tuesday, September 16, 2008 11:51 AM To: [log in to unmask] Subject: Re: [MSUNAG] Unhappy with NOD32 At 9/16/2008 11:17 AM Tuesday, Jon Galbreath wrote: >I've never had an issue with Eset. Perhaps you could describe your >"bad" experience? Since you asked... Here is the message that I sent to ESET. I should preface this by saying this was not a purchase for MSU, but for a nonprofit that I help out: ----------------- After over 10 minutes, still waiting on hold, so thought I might as well reply to this [i.e., their earlier e-mail]. This is probably the last time I will purchase your product, I think I will switch to AVG Antivirus for my customers. I like your product a lot, but your business practices are lousy: 1) After purchase, I get my purchase confirmation e-mail, which says I will receive a registration message "within approximately 1 hour". 12 hours later, still no registration message. 2) Go to check my account online. The web site shows that I have made NO transactions. Now I get worried. 3) Go to submit a request to Customer Care online. Enter a lengthy explanation of problems, and enter "USA" for Country. But when I click Submit, I just get the error "Please enter value(s) for: Country". So keep track here: So far, I cannot get my registration info, my account shows no transactions, and I cannot even contact Customer Care online about this. 4) Fortunately, you do at least still provide phone numbers (albeit not toll free). Phone customer care, which at least gets me my registration info, but now I am concerned about the online issues, so customer care transfers me to sales/billing. And that turns into an overly long hold on the telephone. 5) The final straw: Your telephone hold music hurts my ears!! It is loud and harsh, and the lyrics positively inane. I assume this is to make me give up, and it will work. It will also make you lose me as a customer. -- David McFarlane ----------------- I now have another chapter in this saga. I received an e-mail reply to this, saying, "We tried to contact you via phone today but were unable to reach you [I had left for work by then]. Please contact us as soon as possible at 1-866-343-3738..." So I called. Of course, I had no instructions about where to go in their phone tree, so I punched 0 and got the receptionist. I explained that I was just returning a call, and I had a case number, but none of that did any good. The receptionist had absolutely no idea how to forward my call, even though *they* had asked me to call *them*! So I left a message to have her supervisor call me (the supervisor was conveniently out), and we will see if there is another chapter. Sorry to bore you with this, but you asked :). -- dkm