Q&A License from the box

Zorro

Level 8
Thread author
Well-known
Jun 11, 2019
365
Can u link to the thread u created? I wanna see how they reply to it.
I have created a thread on the European Eset forum, but it has not yet been approved by the moderator (it may not be approved). Perhaps, if the head office in Europe is aware of how the technical support of their representative office in Russia works, they will draw some organizational conclusions. Some employees might want to consider changing jobs if their stress tolerance is so low. And stress resistance is one of the most important qualities for a technical support employee on the first line. Judging by the complaints on the Russian technical support forum Eset, most of the employees of this technical support have low stress resistance.
 

show-Zi

Level 33
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Well-known
Jan 28, 2018
2,279
Software ratings can be shared around the world, but companies' ratings can make a big difference if the support regimes in each country vary.
I think companies should think about equalizing the quality of work for agents in each country.
 

Local Host

Level 25
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Sep 26, 2017
1,431
Today I received another letter from Eset that my application is already being processed by the third department, and the identification number of the application was changed for the third time. I read the Russian technical support forum Eset. There are a lot of complaints from users about the work of technical support. There is a special topic, which is called so - Complaints about technical support. This is the most popular topic in its section. They complain about boorish communication, the delay in solving simple problems, and the incompetence of technical support. Many disgruntled users.
You'll find that is a common issue on big companies, regardless of name.

Some companies make it near impossible to contact support, without going through three or four departments from third-parties (like Microsoft).
 

Zorro

Level 8
Thread author
Well-known
Jun 11, 2019
365
You'll find that is a common issue on big companies, regardless of name.

Some companies make it near impossible to contact support, without going through three or four departments from third-parties (like Microsoft).
When I used Kaspersky Anti-Virus, I also had experience with their technical support, as there were problems. Yes, technical support from the first line could not solve the problem and transferred it to the specialists of the second line, who helped quickly enough. In each technical support, the first has both good specialists and not very good ones. But if a person decides to go to this job, then he must understand that this is a stressful job and people who are annoyed can call, and you must still be calm and polite with them, otherwise you spoil the image of the company.
 

Zorro

Level 8
Thread author
Well-known
Jun 11, 2019
365
The end of the story. Late yesterday evening I was answered by the administrator Marcos on the European site Eset and promised to understand the situation and help. Today at noon on the Russian support forum, the administrator asked me if the key had come? I checked my mail, there was no key. I said that now the situation will be sorted out from the head office in Slovakia. A couple of hours later they sent me a new key. Sent by the leading technical specialist of the 1st line of technical support (there was such a signature in the letter). We apologized for the long delay and inconvenience caused. And I was about to write a complaint to their director ... Successfully activated the license on the website, then in the antivirus. The antivirus accepted the license, wrote that it was valid for 3 years until 2025, but immediately refused to update the anti-virus databases, displaying an error message about updating the databases, hinting that something was wrong with the license :) Apparently there was a glitch him :) I rebooted the system, but after the reboot, when I tried to manually update the databases, the antivirus gave an update error, again hinting at the license. I already opened the Russian tech support forum to write an angry message again, but then Eset got scared and updated the databases :) This is where the story ends. However, I still need to activate licenses on two other computers of those people who together with me threw off the purchase of a license. And if, when activating the antivirus on their systems, Eset fails to activate, then you will find a fascinating continuation of the story with technical support :)
 

czesetfan

Level 1
Dec 3, 2021
42
Today I received another letter from Eset that my application is already being processed by the third department, and the identification number of the application was changed for the third time. I read the Russian technical support forum Eset. There are a lot of complaints from users about the work of technical support. There is a special topic, which is called so - Complaints about technical support. This is the most popular topic in its section. They complain about boorish communication, the delay in solving simple problems, and the incompetence of technical support. Many disgruntled users.
Resolved, glad it worked out well. :)
A good user experience in the support department is really important, but probably hard to achieve at the same time.